Scentsy Custom Gifts FAQ

What is Scentsy Custom Gifts? Scentsy Custom Gifts is a new Scentsy Fragrance program that is perfect for providing a personal touch and lasting impact to gifts for customers, employees, family members, or for people who make a difference in the lives of others. Some examples are:

Businesses: o Show appreciation to customers and employees for their contribution. o Celebrate company milestones and anniversaries.

Families: o Commemorate special events like family reunions and weddings. o Give one-of-a-kind Christmas gifts.

Fundraisers: o Raise money for schools, churches, sports teams, or any organization. o Collect funds and raise awareness for local charities or important causes.

What kind of gifts are available? Scentsy Custom Gifts is a sleek Scentsy warmer with a custom image produced on a magnetic glass plate that attaches directly to the warmer. Scentsy Custom Gifts bundles come with one warmer, one frame, one Scentsy Bar, and a bag and bow to package the gift for gifting.

Do I have to sign up to sell Scentsy Custom Gifts? Current Scentsy Fragrance Consultants do not have to register or sign up to sell Scentsy Custom Gifts. As long as you are a Scentsy Fragrance Consultant and have a Personal Website (PWS), you and your customers can access the Custom Gifts functionality.

What materials does Scentsy Family Store offer to advertise this opportunity to customers? Scentsy Family Store offers the following marketing materials to help you market this program:

The Scentsy Custom Gifts Program Brochure, 10-pack, $3 USD / $4 CAD

The Scentsy Custom Gifts Business Flyer, 50-pack, $4 USD / $5 CAD

The Scentsy Custom Gifts Family Flyer, 50-pack, $4 USD / $5 CAD

The Scentsy Custom Gifts Family Flyer, 50-pack, $4 USD / $5 CAD

The Scentsy Custom Gifts Marketing Kit with 20 Program Brochures, and 50 each of the Business, Family, and Fundraising Flyers, $16 USD / $19 CAD

Additional products coming soon to the Scentsy Family Store to market this program:

The Scentsy Custom Gifts Product Kit which includes a sample warmer, a “Your Logo Here” frame, a Color Grid frame (to show various colors when lit by the warmer), all three Scentsy Fragrance bars, a gift bag, a bow, and a sample Quick Gift Guide instruction sheet.

Additional items like business cards and professional attire will also be available. All marketing materials and products are non-PRV items.

How do I order a Custom Gifts Warmer? Beginning August 1, 2013, simply visit your PWS page and select “Scentsy Custom Gifts” from the promotional box on the main page. Follow the five simple steps to complete an order. Your customers order the same way you do.

How can I order Custom Gifts Warmers if I don’t have a PWS? Consultants without a PWS will need to order from a Scentsy Fragrance Consultant with a PWS; the Consultant with the PWS will receive any PRV for the order.

How much does each Custom Gifts Bundle cost? Each Custom Gifts Bundle costs $50 USD / $60 CAD and includes shipping costs.

There is a $5 USD / $6 CAD discount on each warmer when ordering 600+ units; $45 USD / $54 CAD.

Is there a minimum quantity of Custom Gifts Warmers that must be ordered? A minimum of 24 Custom Gifts Warmers must be purchased. Additional Custom Gifts Warmers can be purchased in increments of 12. Ordering in increments of 12 speeds the production and delivery of Custom Gifts orders.

What warmer options are there to choose from? What frame options? Select from two warmers options: Sleek Black and Sleek White. There are three pre-designed frames to choose from: Vincent van Gogh’s Starry Night, Café Terrace, and Blossoming Tree. Or, you can submit your own logo, image, or artwork to create a custom frame for the Scentsy Custom Gifts Warmer!

What scents are there to choose from? Scentsy Fragrance offers three bars created exclusively for Custom Gifts:

Happy Holidays: Celebrate the season with this inviting blend of spicy cinnamon, aromatic cloves, and crunchy red apples.

Enjoy!: A vivacious fragrance bursting with red currant, sweet clementine, juicy cranberry, and finished with a hint of woods.

Thank You: A bouquet of gratitude. English lavender, romantic tuberose, and exotic jasmine wrapped in soft musk.

Can I mix-and-match my warmer colors, frames, or Scentsy bars in one order? At this time, all product selections must remain consistent throughout an entire order.

How are images submitted to create a custom frame? Images are submitted via our online support system within the PWS order system. All images must be submitted as an Adobe Illustrator® .ai file. An .ai file is a scalable, digital format created in Adobe Illustrator® software. It can be enlarged or reduced without losing quality or impacting design. The preferred version for .ai files is Illustrator CS5 – however, any version is compatible with our system.

What if the artwork I want to use isn’t available in .ai format? Several online resources can convert popular file formats to .ai files. Any graphic designer can also convert your existing file to an .ai file.

What are Pantone colors? Pantone is a popular color matching system used by the printing industry to print colors accurately on any equipment. Each color has a unique number.

What steps do I need to take to approve my frame art? You will receive an e-mail once your frame art is available for approval. You can approve the art and finalize your order directly from the e-mail, or you will be given the option to log in to your account on the PWS to approve and/or make adjustments, if necessary. When approving, review the art and your Pantone colors (listed on the right-hand side), and confirm the art has met your satisfaction and the Pantone colors are correct. If the art is not to your satisfaction or the Pantone colors are incorrect, you may submit a support ticket by logging into the customer account through the PWS. What if I don’t like the image? Work with a designer or online resource to get the image exactly how you want it to appear. We use .ai files so the art you submit will match what we produce on the frame. Scentsy does provide a final opportunity to approve frame art prior to sending it to be manufactured. If the image needs adjustments, you can submit a support ticket via the PWS order system. Once an image is approved and the order is complete, there cannot be any refunds or exchanges.

How will I know if my customer submits a support ticket for an image adjustment? If you would like to have an e-mail notification sent when a customer support ticket is entered, make sure you have selected “Receive support request email notifications” in the Workstation. Just follow these steps:

1. Visit the Account tab in your Workstation. 2. Select the “Edit My Profile” button located on the left. 3. Within the primary information section, click “Receive support request email notifications.”

You’ll receive e-mails when a support ticket is responded to by Consultant Experience, and when a support ticket status changes.

How long do I have to approve my art? You will have 90 days from when the approval email is sent to approve the artwork. If the artwork is not approved within 90 days, or you decide to cancel your order, a non-refundable processing fee of $100 will be charged to the credit card used when originally creating the order.

What happens if my customer declines the frame art or doesn’t approve the frame art? If .ai files are submitted and the frame art is not approved within 90 days, or if it is declined, a non-refundable processing fee of $100 will be charged to the credit card used when originally creating the order.

When will my credit card be charged? Your credit card will be charged the full order total the day you approve your art and complete your order. If you choose to cancel your order or 90 days pass, your credit card will be charged the $100 non-refundable set-up fee the same day you cancel, or at the day 90 day mark. How long will it take until I receive my Custom Gifts Bundle? You can expect your Scentsy Custom Gifts to arrive at your door approximately 30 days after completing the order.

Is there a way to track my order? Orders may be tracked by logging into your Workstation, viewing the shipped order, and clicking on the UPS tracking number. Customers can view their tracking information by logging into their customer profile through the PWS. Select the Scentsy Custom Gifts tab and the order history will populate. Click the order to view tracking information.

The warmers arrived broken. What do I do? If any warmers arrive broken, Consultants should contact Consultants Experience. Customers should contact their Consultant right away to assist with a replacement order.

What happens if a custom frame gets broken? Check your custom frames when they arrive. Scentsy sends an extra custom frame with each box of 12 custom frames for accidental breakage. A customer who orders 24 custom frames will receive 26. That will cover the unlikely situation of receiving broken frames. If a major issue occurs with an order, customers should call their Consultant to assist with a replacement order.

What is the return policy for Custom Gifts? Custom Gifts products are eligible for our Lifetime Replacement Warranty. This warranty states if product is received that is damaged in shipping, has a manufacturers’ defect, or indication of electrical issues, they should submit a request for a replacement. Custom Gifts frames may not be returned for dissatisfaction. Customers should contact their Consultant to assist in submitting a replacement order.

Can I purchase additional frames at a later time? Additional bars? Frame art will be saved in the customer account for ease in ordering additional Custom Gifts Bundles with the same custom frame. Frames and bars cannot be ordered separately at this time. They can only be ordered in the Custom Gifts Bundle.

Does the Custom Gifts Bundle come assembled? A Quick Gift Guide instruction sheet is included with each order explaining how to package the Custom Gifts Bundle for gifting.

Is there any way for me to capture as new customers the people who receive as gifts the Scentsy Custom Gifts Bundle? Yes. On the Resources Tab of the Workstation is a customizable Gift Certificate you can provide to customers that they can include in each gift. The Gift Certificate is for a FREE SCENTSY BAR with additional purchase. This is not a system generated Gift Certificate, so Consultants should decide if they are willing to provide a free bar to capture a new customer. Simply input your PWS information on the Gift Certificate, print it, and provide it to the customer. Will I receive PRV on Custom Gifts orders? All Scentsy Custom Gifts orders receive PRV.

Do customers receive half-price rewards or host credit when placing Custom Gifts orders? Host Rewards are not provided with the purchase of Custom Gifts products.

Are half-price rewards or host credit available to use when purchasing Custom Gift orders? Host Rewards are not available to use towards the purchase of Custom Gifts.

Will my Gallery frame fit on my Custom Gifts warmer? Yes. Gallery Collection frames ordered from the Scentsy Fragrance catalog will attach easily to the Scentsy Custom Gifts warmers.