We suggest reaching out to the retailer directly to get the best assistance with this matter, as they'd be the best equipped to clarify the type of packaging this product should arrive in. You can give them a call at 1-888-746-7726.

It's our goal to help you keep your home smelling amazing, so we're very sorry to hear that this hasn't been the case. Our Febreze PLUG is designed to provide you with your favorite scent around the clock, so we certainly wouldn't expect it to stop working after you've plugged it in. It may be helpful to note that you can adjust the level of fragrance your PLUG emits and that the size of the room can also be a factor in how much scent you notice. We recommend using the low setting in smaller rooms and the high setting in larger rooms. That being said, all of our products undergo thorough quality testing before they find their way to your home, so our team would like to take a look into the PLUG that you've noticed this with so we can see what might be going on and try to help. Please give us a call at (800) 308-3279.