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Frequently Asked Questions

Frequently Asked Questions

Shipping & Returns

Where do you ship to?

We currently ship to Canada and the US! If you are in Canada and would like to ship a gift to someone in the US (or vice versa), we offer a cross-border shipping option.

How long are your shipping times?

During the COVID-19 pandemic, we are not able to guarantee shipping times. We are working closely with Canada Post to ensure your package arrives within the quoted 3-8 business days, however there may be a slight delay. You will be updated with any changes.

WHat is your return policy?

All of our Stone Diffusers are eligible for a return or exchange within 30 days of purchase. All essential oil products and accessories are eligible for a return or exchange within 15 days of purchase.

Are returns free?

Yes, our returns and exchanges are free. Please reach out to our Customer Experience team athello@vitruvi.com with your order number and the products you would like to return. Our team is always happy to help you.

What currency are your prices in?

At vitruvi, we have warehouses in both the US and Canada. You’ll be charged in the currency of wherever you place your order from. So if you order from Canada, it’ll be CAD and if you order from the US, it’ll be USD.

How long are your processing times?

We work as quick as possible to get your package shipped out to you! However, with a high volume of orders we do take about 1-2 business days to pack up and ship out your order.

Where will my package ship from?

If you are located in Canada, your package will ship from Delta, British Columbia. If you are located in the US, your package will ship from Utah or Tennessee.


Warranty and Manual

All diffusers come with a 1-year warranty. The full manual can be found here.

Is the plastic in the diffuser BPA free?

Yes! The plastic reservoir of each Vitruvi Diffuser is made from a high quality, BPA free plastic.

Are Vitruvi Diffusers ultrasonic?

Yes! Each Vitruvi Diffuser is ultrasonic. This means that they emit no heat, and are ran through vibrations. Because of this the plastic, water, and oils are not heated while diffusing and the plastic has no interaction with the essential oils. Our diffusers have about 2.5 million vibrations/second.

Does the Vitruvi Diffuser need to be plugged in?

Yes. The Vitruvi Diffuser does need to be plugged in to be in use. Each diffuser comes with a 6 foot long power cord. Because of the cord length, it is very easy to hide and move your diffuser.

Is the Vitruvi Diffuser a humidifier?

The Vitruvi diffuser is an ultrasonic essential oil diffuser meaning that it was designed and built to diffuse essential oils, and covers approximately a 500 square foot space.

Because it is ultrasonic in nature it does mist into the air and adds some moisture to the surrounding environment but not as much as a traditional humidifier does.

If you are using the Vitruvi diffuser somewhere close to you such as beside a bed while you sleep or on your desk while you work the neutral mist will be an added benefit but it will not fill the room with moisture like a humidifier.

Essential Oils

Are vitruvi essential oils 100% pure?

Our oils are 100% pure with absolutely no fillers, diluting oils, synthetic fragrances, or unnatural components of any kind.

Why are some vitruvi essential oils certified organic and some are not?

We source our essential oils from over 20 different countries. Some countries have organic certification systems in place, while others have more complex systems. Regardless, all vitruvi oils are non-GMO, pesticide-free and are never tested on animals. The purity and potency of vitruvi’s oils can be found and downloaded off their website if you’re curious to know more.

Are vitruvi essential oils Therapeutic Grade?

Therapeutic Grade is not an industry standard—it's a trademarked term used to describe certain companies products. We prefer to just speak to the quality of our products, without buzz-words or marketing slogans.

Our oils are 100% pure with absolutely no fillers, diluting oils, synthetic fragrances, or unnatural components of any kind.

Can I ingest Vitruvi oils?

As a Canadian company, we can’t promote the ingestion of our oils. However all of our oils are 100% pure and natural, and 8 out of 15 them are certified organic. We recommend seeing a professional aromatherapist before ingesting any essential oils.

Where are your oils sourced from?

We source essential oils from more than 20 countries around the world. From France to Madagascar, we choose regions that produce the highest quality oils, so we can bring the best essential oils from around the globe directly to you.

Are essential oils okay to diffuse around my pets?

Our pets are as unique as us, so we suggest checking with your vet before bringing any oils into your home. If you are diffusing oils, make sure to turn the diffuser off before you leave the house, and to store it out of reach (it’s best to keep bottles securely stored, as well). Start with small amounts of oils (5 drops maximum) and monitor how your pet reacts.

Single origin oils such as Rosemary, Geranium, and Frankincense are known to be safe for animals; however, we suggest using minimal or no Tea Tree around your pets.

What is the shelf life of your essential oils?

All of our products have a 2 year shelf life. Our bottles are designed to keep light from reaching the oils however we sill advise storing them in a room temperature environment, out of direct sunlight

Which oils are safe for pregnancy and babies?

The best thing to do before using these products is to chat with your doctor. For a diffuser, we recommend using small amounts of essential oils when pregnant (about 5 drops rather than our usual suggestion of 10-15); and when it comes to newborns, we recommend waiting three months before using essential oils. But your doctor will know best, as we all react differently.

These are the products we recommend starting with once you’ve spoken to your doctor: Lavender, Bergamot, Grapefruit, Lemon, Frankincense, Ylang Ylang, Boost Blend, Sleep Blend, Sleep Roll-On, and Sleep Mist.

Mists & Roll-ons

Are the Mists and Roll Ons 100% natural?

Yes, all of our products are 100% natural with no chemicals added.

What is the Ethylhexylglycerin and Phenylpropanol in the mists?

These are natural preservatives that are included in each mist to ensure that the water in the product cannot grow bacteria. They contain zero chemicals and are used as a safe alternative to parabens. Ethylhexylglycerin is derived from glycerin, grains, plants compounds and sugar alcohols, while Phenylpropanol is a nature-identical material comparable to compounds found in flowers and berries. Both natural preservatives will help keep your mists fresh, ensure bacteria doesn’t grow and keep the product stable.

Can I use the Mist and Roll Ons in my diffuser?

You are not able to use the mists or the roll-ons in your diffuser. As there are carrier oils and natural preservatives in these products, they will cause your diffuser to clog and may damage it. We suggest taking a look at our essential oil blends if you are looking for a unique scent to diffuse!

Carrier Oils

Do any of the citrus essential oils cause photosensitivity?

Yes. We do suggest only using citrus oils, especially Bergamot and Sweet Orange, in your evening face oil. If you are using a citrus oil in your morning face oil, please be sure to wear sunscreen and do not use any form of tanning bed.

Do the base and complex oils have a scent?

Each of our base and complex oils do have a slight earthy scent. However, the scent of your face oil will come from the essential oils that you add to your formula.

Do any of the essential oils stain skin or clothing?

The only oil that you need to worry about staining is Sea Buckthorn. Our Sea Buckthorn oil is 100% pure, and a very deep red. We always suggest diluting this oil with a base oil, such as Jojoba Oil. If you have a white pillow case, make sure the oil is completely absorbed by your skin before laying down for the night!

Refer a Friend

How will I receive my credit once a friend has purchased?

Your $15.00 credit will be automatically applied to your account. Just make sure you are signed in and you will be able to view your credit amount.

How do I use my credit?

To use your credit, simply click on the link “store credit” and you will be able to copy and paste your code. Make sure you use this code only when you are ready to checkout!

I redeemed my code, but wasn’t ready to checkout. My code is gone now—what do I do?

Simply just return to your “store credit” tab and click the link “recover my discount” and your credit will be reinstated on your account!

Are there any restrictions to the refer a friend program?

Yes. You are not allowed to refer yourself or apply discount codes sent to a friend on your own orders. The customer you are referring must also be a new customer to vitruvi for your credit to apply. We reserve the right to cancel store credit should we detect any suspicious or fraudulent activity associated with your account.

Subscription (The Essentials Club)

Is there an order minimum for The Essentials Club?

Yes, you must commit to two orders through your subscription. However, you are able to pause your subscription, and add or remove items, at any time. If you require any assistance, please reach out to our team directly athello@vitruvi.ca.

Is there a fee to sign up for The Essentials Club?

No, there is no fee to join. However, there is a two-shipment minimum; you must commit to at least two scheduled deliveries before you can cancel your subscription.

  • Can I cancel my subscription?

Yes, you are able to cancel your subscription after your first two scheduled shipments. If you would like to cancel your subscription before two scheduled shipments, please email our Customer Experience team at hello@vitruvi.com.

Can I add or remove items from my subscription during my first two orders?

Yes. You are able to pause your subscription, and add or remove any items, at any time. If you require any assistance to do so, please reach out to our Customer Experience team athello@vitruvi.ca.

Can I return items from my subscription?

Any items purchased through The Essentials Club are eligible for return for vitruvi store credit only.

Will my order receive free shipping?

All orders within Canada and the United States that are over $45 (before tax) will ship free. Puerto Rico and Hawaii are excluded from this.

Are all vitruvi products available in The Essentials Club?

No. Diffusers, Kits, Bundles, and accessories are not part of The Essentials Club.

Can discount codes, credits, or referral codes be applied to my subscription?

No. Discount codes, credits, and referral codes are not eligible for subscription orders. If you would like to use a code on a one-time purchase, you can create a separate order.

When will I be charged for my orders?

You will be charged for each scheduled shipment two to three days before your shipment. You will be unable to cancel your shipment once it has been charged and processed.

Are international orders eligible for subscription?

The Essentials Club is only eligible for residents of Canada and the United States.


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