For questions about our products or your order, please contact us at customerservice@nestnewyork.com. Our Customer Service team is available daily from 9:00 AM–5:00 PM ET and is happy to assist.

Whether you need help choosing a product or have a question about your order, call or text our Customer Service team. We’re available every day from 9:00 AM–5:00 PM ET.

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NEST New York

We&apos;re so sorry! Take a clear photo of the damaged item (please don&apos;t handle broken glass). Email it to <a href="mailto:CustomerService@nestnewyork.com">CustomerService@nestnewyork.com</a> with your order number. If you can, include the batch number printed on the bottom of the vessel. The team reviews the photo and replies with the next step. For any safety incident (e.g., glass cracking during a burn), call 1-888-979-6932 (9am-5:30pm ET, every day). <img src="https://attachments.gorgias.help/v31pE7yjqEZxZaGQ/hc/r1WE86rGlA2J4Mvg/2026080220-225da86c-a4f4-43d4-8484-8b466a93c12e-damaged-photo-guide.png" style="width: 698px;" class="fr-fic fr-dib">

We're so sorry! Take a clear photo of the damaged item (please don't handle broken glass). Email it to CustomerService@nestnewyork.com with your order number. If you can, include the batch number printed on the bottom of the vessel. The team reviews

My order arrived damaged - what can I do?

Returns & Exchanges

Damaged, Melted or Defective

How long does it take to process my order?

When will I be billed for my order?

What payment methods can I use?

Do you accept international credit cards?

Do I need an account to place an order?

Can I buy online and pick up in store?

Are there limits on items or orders per day?

Can I purchase Hotel Amenities?

Can my order be expedited?

Placing an Order & Payment

How do I cancel my order?

Why was my order canceled?

Can I change or add items after placing my order?

How do I change my shipping address after ordering?

Changing or Canceling an Order

Why is my promo code not working?

Why didn't my discount apply to my order?

Can a promo code be applied after I've placed my order?

How do I receive my Welcome Offer?

When will I receive my $25 code from my Discovery Set purchase?

Promo Codes & Discounts

Do you offer gift wrapping or engraving?

Gift box options & availability

How do I get samples?

Can I add a gift message to my order?

Do you offer gift cards?

How do I check my gift card balance?

Gifting & Samples

Why was my card charged (or charged twice)?

My payment isn't going through - what can I do?

My discount wasn't applied - can you fix it?

Can I change the billing address on my order?

I never received my order confirmation

Billing

Orders & Payment

When should I expect to receive my shipment?

Why does 2nd Day Air take so long?

How much does shipping cost to my state?

Do you offer free shipping?

What carrier does NEST New York use?

Do you deliver to PO Boxes or mailboxes?

Do you offer same-day delivery?

Do you ship internationally or to Canada?

Timelines, Costs & Carriers

How can I track my package?

What's my tracking number and where do I find it?

Tracking Your Order

My order is hasn't arrived yet

Tracking says delivered but I don't have my package

Lost & Missing Packages

Shipping

What is your return policy?

How do I start a return online (step-by-step)?

How can I make an exchange (US/CAN)?

Start a Return or Exchange

When will I receive my refund?

How does store credit work?

Refunds & Store Credit

My candle arrived melted or soft

How do I replace a defective item?

My NEST order from Amazon arrived damaged

My order is incorrect - what should I do?

My order arrived incomplete

An item or free gift is missing from my order

Missing or Incorrect Items

Can I return an item bought in a retail store?

Retail Store Purchases

How do I manage my login information?

How do I reset or change my password?

How can I be certain the website is secure?

Login & Security

How do I change my billing address?

How do I change my shipping address?

I’d like to update my information

Does anyone else see the information I provide?

How do I unsubscribe from marketing emails & texts?

Addresses & Personal Info

Where can I find my invoice?

Invoices

How do subscriptions work at NEST?

How do I stop/cancel my subscription?

Can I pause my subscription?

Can I have multiple subscriptions / addresses?

Can I swap my subscription product?

How do I change my subscription payment card?

How do I change my next order date?

How do I update my subscription shipping address?

Managing Your Subscription

Account & Subscriptions

How do I maintain my candle and how long will it last?

Why doesn’t my candle smell as strong as it used to?

What do I do with the container when finished?

Why is my candle burning too fast?

How do I prevent my candle from tunneling?

How many wicks does each candle have, and how long does it burn?

What size is each candle?

Which candle size is right for my room?

What is the candle vessel made of, and is the packaging recyclable?

Candle Care & Burning

What are the ingredients in your candle wax?

What type of wax do you use?

Is paraffin wax toxic?

Natural (essential oils) or synthetic ingredients?

What wicks do you use? Do they contain lead?

Is candle soot harmful?

Are candles triggers for asthma or allergies?

Are candles & diffusers safe around pets?

Ingredients & Safety

Candles

What is a reed diffuser and how does it work?

Tips for best use

How long will my reed diffuser last?

Do you sell fragrance oil refills?

Do I need a new diffuser or just a refill and reeds?

How much fragrance is in a reed diffuser, how many reeds does it have, and how long does it last?

Reed Diffusers

Nest Wall diffuser: setup & refills

Nest Wall Diffuser

Which diffuser is right for me?

How long do the Wall Diffuser, NEST x Pura and Misting Diffuser last?

Choosing a Diffuser

How to use your Smart Home Fragrance Diffuser

What’s the lifespan of the Pura device?

How long does each insert last?

Can both scents be used at the same time?

Can I move the device between rooms?

Who do I contact if I can't set up the device?

Who handles my NEST x Pura question, NEST or Pura?

NEST x Pura

Diffusers

EDP vs EDT vs cologne - what's the difference?

Where and how should I apply fragrance?

Is spritz-and-walk-through a good way to apply?

Can I spray perfume on my hair?

Should I rub my wrists after applying?

How do I make my fragrance last all day?

Why do scents last longer on some skin?

How do I layer fragrances?

How do I apply Perfume Oil and Body Mist?

Applying & Wearing

What are fragrance notes?

What are fragrance accords?

Natural or synthetic ingredients?

Why is my favorite perfume less fragrant / smells different?

Does perfume expire?

Perfume oils vs eau de parfum - what's the difference?

What sizes do Eau de Parfum, Perfume Oil and Body Mist come in?

Notes, Formulas & Shelf Life

How do I use body mist or body wash with my fragrance?

Body Care

Can you mail samples on request?

How do I find my perfect NEST fragrance?

Finding Your Scent & Try It First

Fine Fragrance & Body

What is VOYAGES by NEST?

How is VOYAGES different from the core NEST collection?

What scents and formats are in the VOYAGES collection?

Where can I buy VOYAGES?

Can I layer VOYAGES scents?

VOYAGES

What’s the warranty on my product?

An item is out of stock - what do I do / when is restock?

Why is my favorite product discontinued?

The product I want is no longer on the website

Are your products vegan and cruelty free? Do they contain alcohol or parabens?

Products & Availability

Products

Where can I buy NEST products near me?

Can I purchase on social media / which platforms?

Where to Buy

How do I become a wholesale customer / reseller?

Large & corporate orders

Wholesale & Corporate

Careers at NEST

Press contact

Do you sponsor events or institutions?

Influencer partnerships

How do I submit a donation request?

Press & Community

Do you test on animals?

How to spot counterfeit NEST products

Recycling your empty containers

Trust & Safety

How to contact Customer Support

I have a complaint / a compliment

Contact Us

Company, Wholesale & Trust

My order arrived damaged - what can I do?Updated 12 days ago