FAQ- B2B Site I. Website/Customer Service questions a. Who’s calling for support? /Why are they calling? i. Customers 1. Upset that they can purchase the product less at WM 2. Looking to place on order 3. Looking for their order 4. Want to be a customer, looking to buy product 5. Want to know what minimum order buy is b. What information is needed to complete the call? i. Product feature, benefits, and intimate knowledge of product ii. Product troubleshooting iii. What parts fit what product (wicks, burners, shades, canisters, etc) iv. How to use product (even as basic as how to extinguish and blow out) c. What are the possible outcomes? i. Problem resolved- no further action needed ii. CUSTOMER- upset consumers / customers because product is discontinued OR they can purchase cheaper at WM iii. Escalation: ingestion of oil goes to Prostar, burns/injuries or property damage becomes a case and Lamplight will follow up. d. Will we provide items at no or low cost to the customer? (appeasements) i. Snuffers – three kinds (metal , Island King, and bamboo) ii. Wicks confetti light, oil lamp and outdoor iii. Wick tubes for oil candles iv. Clear-vu sets for recalled torches v. Discontinued parts e. Can consumers register products? i. Eventually will have some (like patio torch), but not any product that we have today

II. TIKI Questions a. TIKI Torches i. How do I light my torch? 1. Remove wickholder assembly from fuel reservoir. Fill reservoir to fill line with TIKI citronella torch fuel. If no fill line is present, fill reservoir 2/3 full. Attach wickholder assembly to fuel reservoir. Do not over tighten. Allow wick to become completely saturated with oil before lighting, about 5 minutes. Do not set wick height higher than one inch above top of flame guard. Keep loose clothing, hair and face from coming in contact with flame when lighting. ii. How do I extinguish my torch? 1. A snuffer cap has been provided for this purpose. Carefully place snuffer cap completely over wick and leave in place until the flame has been completely suffocated. When the flame has been extinguished, remove the snuffer cap until the wick has completely cooled. When the wick has cooled, replace the snuffer cap to protect the wick from the elements. iii. How do I clean my bamboo torch? 1. We do not recommend that you clean your bamboo torches as it may cause the bamboo to split. If you still wish to clean your torch, use mild soap and water and rub with a gentle brush. iv. How far apart should I place my torches? 1. Placement for maximum performance will depend on your environment. In most situations, place torches 6’-8’ apart. Do not place torches under trees, overhangs or other flammable materials. v. How long will my torch burn? 1. All torch burn times, except the TIKI® Island King Torch™, depend on how much torch fuel is in the torch. The standard burn rate is 1oz of fuel will burn for 1 hour. So, if you have a 12oz Metal Canister that you place 12oz of torch fuel in, it will burn for 12 hours. However, the TIKI® Island King Torch™ will burn 23oz per hour. vi. My torch will not light. What do I do? 1. There may be water in the oil or on the wick. Properly dispose of the oil and replace oil and wick. Make sure the oil is filled to proper level and allow the wick to soak before trying to light torch. b. TIKI Accessories i. What kind of oil should I use in my oil candle? 1. We recommend that only Ultra Pure oil is used in oil candles. ii. Can I use Ready to Light canisters on their own, outside of torches? 1. To ensure safety, it is not recommended. iii. Can I refill my Ready to Light canister? 1. No. Ready to Light canisters are disposable. iv. What are the minimum and maximum dimensions that will fit in TIKI torch stands? 1. TIKI torch stands will accept poles from ¾” to 1¼”.

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My metal TIKI torch stand left rust stains on my deck/patio. How do I clean it? 1. Because of the wide variety of deck and sealant materials, we recommend that you contact your local hardware store.

III. AromaGlow Questions a. How do I insert my AromaGlow cartridge into my lamp? i. Unscrew the child resistant oil cartridge cap by pressing down and turning cap. Do not discard the cap. Peel the seal off of the oil cartridge. The burner wick will automatically pop up into place. ii. Gently unscrew the collar from the lamp base by turning counter clockwise. iii. Place the oil cartridge inside the lamp base. Gently twist the collar clockwise back onto the lamp base until there is a snug fit. Do not overtighten. iv. Light the wick. Do not adjust the wick height. The wick height is preadjusted to the proper burning height. v. Please the lampshade on the collar and enjoy! b. Can I use my AromaGlow cartridges outside of my AromaGlow lamp or other lamps? i. To ensure safety, only use your AromaGlow cartridge only inside an AromaGlow lamp. c. Are the fragrances in AromaGlow oil natural extracted oils? i. A portion of the fragrance is made with essential oils. The balance is a proprietary formula. d. Where can I get replacement parts for my AromaGlow lamps? i. Because of the wide variety of colors and patterns of AromaGlow lamps, replacement parts are not available.

IV. Lamplight Lamp Questions a. Traditional Lamps i. How do I light my traditional oil lamp? 1. Carefully remove the chimney and set aside. Unscrew the burner unit using a counter-clockwise motion. The wick should remain attached to the burner unit. 2. Slowly pour Ultra-Pure® oil into the lamp base, filling to about ½ inch from the neck. Replace the burner unit, inserting the bottom of the wick into the liquid. Tighten the burner unit snugly, using a clockwise motion. 3. Let the lamp sit for about 15 minutes after filling to allow the wick to absorb the oil. 4. With the burner unit firmly in place but the chimney still removed, set the wick height. Turn the adjusting knob to raise or lower the wick so that it is even with the top of the wick guide tube underneath the burner dome. 5. Light the wick and replace the chimney. ii. How do I extinguish my traditional oil lamp? 1. Cup your hand behind the chimney without touching it – the chimney will be very hot. 2. Blow toward the bottom of your cupped hand until the flame has gone out. 3. Allow the lamp to cool completely before refilling or storing it. iii. How much oil does my lamp hold? 1. Chamber lamp: 350ml/11oz 2. Ellipse lamp: 575ml/19oz 3. Traditions lamp: 285ml/9.5oz 4. Classic lamp: 250ml/8.5oz 5. Littlebury lamp: 100ml/3oz 6. Heirloom lamp: 1100ml/36oz 7. Solano lamp: 1000ml/33oz 8. Prince Charles lamp: 350ml/11oz iv. How long will my lamp burn? 1. Burn times assume the lamp is filled to capacity, the flame is set to the appropriate height and is away from drafts. a. Chamber lamp: up to 25 hours b. Ellipse lamp: up to 30 hours c. Traditions lamp: up to 20 hours d. Classic lamp: up to 20 hours e. Littlebury lamp: up to 22 hours f. Heirloom lamp: up to 50 hours g. Solano lamp: up to 50 hours h. Prince Charles lamp: up to 20 hours i. Rustic Star lamp: up to 20 Hours j. Montana lamp: up to 20 Hours k. 1oz liquid candle: up to 8 hours

l. 3oz liquid candle: up to 20 hours m. 8.75oz Emergency Lighting Liquid candle: up to 50 hours v. Is it safe to store oil in the oil lamps or should it be emptied after use? 1. It is safe to leave the oil in the oil lamps. Put in safe storage so lamps to not tip. Do not allow to freeze. Store out of the reach of children. vi. Where can I buy replacement parts for my oil lamp? 1. Generally, the retailer where you purchased your lamp will carry some replacement parts. We also carry replacement parts on our website. vii. Why will my lamp not stay lit? 1. The oil level may be too low. Refill and allow the wick to soak. If it still does not light, try replacing the wick. viii. My lamp smokes badly; what should I do? 1. Ensure the wick is set to the correct height. The wick should be set just above the wick tube. The flame should be ½”. ix. What is the value of my old/antique lamp? 1. We are not antique appraisers and so cannot give an estimate of the value of your lamp. Check with an antique dealer or Ebay for approximate resell value. x. What kind of oil should I use in my oil candle? 1. Use only Ultra Pure oil. xi. Which oil should I use in my Aladdin lamp? 1. Use Lamplight Regular lamp oil for your Aladdin lamp. You cannot use Ultra Pure as it will cause premature failure of the mantle material. xii. Is it safe to use Ultra Pure oil in my kerosene lamp? 1. There are many different manufacturers of kerosene and oil lamps. Some use more than just a wick and oil. Therefore, we cannot recommend using Ultra Pure oil in lamps that are designed for use with kerosene. xiii. I’d like to make my own lamps. Where can I find parts or lamp components? 1. Any components we have available for individual sale are available on our website. b. Farmer’s lantern i. How do I light my Farmer’s lantern? 1. Unscrew the cap at the top of the lamp base using a counterclockwise motion. Raise the chimney by pushing down on the lever located on the right side of the lamp. 2. Slowly pour Ultra-Pure® oil into the lamp base. Do not fill above the line on the sticker. Screw the fill cap back onto the base in a clockwise motion. 3. Let the lamp sit for about 15 minutes after filling to allow the wick to absorb the oil.

4. Raise the chimney to expose the wick by pressing down on the lever located on the right side on the lamp. Turn the adjusting knob to raise or lower the wick so that it is even with the top of the wick guide tube underneath the burner dome. 5. Light the wick and lower the chimney by moving the lever up to the closed position. ii. How do I extinguish my Farmer’s lantern? 1. Raise the chimney by lowering the lever on the right side of the lamp; gently blow until the flame is out. Caution – chimney may be hot. 2. Allow the lamp to cool completely before refilling or storing it. iii. How much oil does my Farmer’s lantern hold? 1. Small Farmer’s lantern: 150ml/5oz 2. Large Farmer’s lantern: 250ml/8oz iv. How long will my Farmer’s lantern burn? 1. Burn times assume the lamp is filled to capacity, the flame is set to the appropriate height and is away from drafts. 2. Small Farmer’s lantern: up to 15 hours 3. Large Farmer’s lantern: up to 25 hours c. Metropolitan Lamp i. How much oil does my Metropolitan lamp hold? 1. 225ml/7.5oz ii. How long will my Metropolitan lamp burn? 1. Burn times assume the lamp is filled to capacity, the flame is set to the appropriate height and is away from drafts. a. Metropolitan lamp: up to 35 hours

V. Oil a. Ultra Pure and Medallion indoor lamp oil i. What should I do if I have ingested oil? 1. Contact Prosar immediately at 1-800-308-7141. Do not induce vomiting. ii. What should I do if oil comes in contact with my skin? 1. Avoid prolonged contact with skin. Wash area with soap and water. If rash or irritation occurs, consult your physician. (For additional information, please refer to Prosar at 1-800-308-7141.) iii. How do I clean oil spills out of my carpet/rug/upholstery? 1. First, soak up excess oil with a clean, white cloth. Use a citrusbased cleaner, following the directions on the cleaner. After dealing with a spill, fresh air will help dry out the affected area. iv. How do I clean oil spills on my concrete? 1. First, soak up excess oil with oil dry or kitty litter. Then use a commercial concrete cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. v. How do I clean oil spills on wood? 1. First, soak up the excess oil with oil dry or kitty litter. Then use a general purpose cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. vi. Does Lamplight Farms carry fragranced oils? 1. Yes. We have a line of AromaGlow products that use fragranced oil cartridges in AromaGlow lamps. We do not sell any other fragranced oil for oil lamps as the fragrance is consumed in the combustion process and therefore fragrance is not emitted. vii. Can you mix different oils together? 1. Different colored oils of the same formula (Ultra-Pure, Medallion, etc.) may be mixed to create custom colors, but we do not recommend that you mix different types of oils. viii. What can I use to color Lamplight oils? 1. There is no provision for consumers to dye our oil themselves. Food color will not work as it is water based. ix. What is the difference between Ultra Pure oil and regular oil? 1. Ultra Pure is 99% liquid paraffin and burns smokeless and odorless when used in the appropriate product & according to directions. It is more highly refined & cleaner burning than Original/Regular/Medallion & is recommended for indoor use. (The other 1% is a hydrocarbon blend. x. What kind of oil should I use in my oil candle? 1. Use only Ultra Pure oil. xi. Which oil should I use in my Aladdin lamp? 1. Use Lamplight Regular lamp oil for your Aladdin lamp. You cannot use Ultra Pure as it will cause premature failure of the mantle material. xii. Is it safe to use Ultra Pure oil in my kerosene lamp?

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1. There are many different manufacturers of kerosene and oil lamps. Some use more than just a wick and oil. Therefore, we cannot recommend using Ultra Pure oil in lamps that are designed for use with kerosene. Can lamp oil be shipped? 1. Yes. An MSDS sheet may be required. MSDS sheets are available on our website. We recommend that you consult your carrier for specific regulations. Is it safe to store oil in the lamps or should it be emptied after using? 1. It is safe to leave the oil in the oil lamps. Store is a secure space so lamps do not tip. Do not allow oil to freeze. Store out of reach of children. What is the shelf life of oil? 1. Our oil has no expiration date; however, colored oils may fade or discolor. How do I properly dispose of my oil? 1. Call your local municipality to determine how they require you to dispose of oil. What should I do if my oil freezes? 1. Ultra Pure oils solidify at approximately 45° F. To thaw, bring into a warm room until the oil thaws/liquefies. The oil will return to its original state and is usable What is the burn time of oil? 1. The burn times below assume the lamp is filled to capacity, the wick is set to the appropriate height and is a way from drafts. a. Chamber lamp: up to 25 hours b. Ellipse lamp: up to 30 hours c. Traditions lamp: up to 20 hours d. Classic lamp: up to 20 hours e. Littlebury lamp: up to 22 hours f. Heirloom lamp: up to 50 hours g. Solano lamp: up to 50 hours h. Prince Charles lamp: up to 20 hours i. Metropolitan lamp: up to 35 hours j. Small Farmer’s lantern: up to 15 hours k. Large Farmer’s lantern: up to 25 hours l. Rustic Star lamp: up to 30 hours m. Montana lamp: up to 30 hours n. 1oz liquid candle: up to 8 hours o. 3oz liquid candle: up to 20 hours p. 8.75oz Emergency Lighting Liquid candle: up to 50 hours Are the oil bottles recyclable? 1. In most municipalities, PET bottles are recyclable. However, please check with your local municipality. Check the recycling code on the bottle. A number 3 indicates a PVC bottle, which is not recyclable. A number 1 indicates a PET bottle.

b. Citronella Outdoor torch fuel/oil i. What should I do if I have ingested oil? 1. Contact Prosar immediately at 1-800-308-7141. Do not induce vomiting. ii. What should I do if oil comes in contact with my skin? 1. Avoid prolonged contact with skin. Wash area with soap and water. If rash or irritation occurs, consult your physician. (For additional information, please refer to Prosar at 1-800-308-7141.) iii. How do I clean oil spills out of my carpet/rug/upholstery? 1. First, soak up excess oil with a clean, white cloth. Use a citrusbased cleaner, following the directions on the cleaner. After dealing with a spill, fresh air will help dry out the affected area. iv. How do I clean oil spills on my concrete? 1. First, soak up excess oil with oil dry or kitty litter. Then use a commercial concrete cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. v. How do I clean oil spills on wood? 1. First, soak up the excess oil with oil dry or kitty litter. Then use a general purpose cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. vi. Can I use citronella torch fuel on animals? 1. No. Oil is intended as a fuel for natural flame lighting only. vii. Is citronella smoke harmful to humans or animals? 1. CALIFORNIA PROP. 65 WARNING: Burning this product may result in the emission of combustion by-products which are known to the State of California to cause cancer, birth defects, or reproductive harm.

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Can I use citronella torch fuel indoors? 2. Citronella torch fuel is for outdoor use only. Smoke and soot will form immediately. Can torch fuel be shipped? 1. Yes. An MSDS sheet may be required. MSDS sheets are available on our website. We recommend that you consult your carrier for specific regulations. Is it safe to store oil in the torches or should it be emptied after using? 1. It is safe to leave the oil in the torches. Store is a secure space so torches do not tip. Do not allow oil to freeze. Store out of reach of children. It is safe to store outside. Can I store my citronella torch fuel outside? 1. Yes, it is safe to store outside, even in warm weather; however, it may fade or discolor in the sun. What is the shelf life of oil? 1. Our oil has no expiration date; however, colored oils may fade or discolor. How do I properly dispose of my oil? 1. Call your local municipality to determine how they require you to dispose of oil. What should I do if my oil freezes?

1. Ultra Pure oils solidify at approximately 45° F. To thaw, bring into a warm room until the oil thaws/liquefies. The oil will return to its original state and is usable xiv. xv.

How much citronella is in the fuel? 1. It is a proprietary formula. Are the oil bottles recyclable? 1. In most municipalities, PET bottles are recyclable. However, please check with your local municipality. Check the recycling code on the bottle. A number 3 indicates a PVC bottle, which is not recyclable. A number 1 indicates a PET bottle.

VI. Indoor Wax Candles a. Do you sell indoor fragranced wax candles? i. No. We exited the indoor wax candle business in 2005. b. What is the burn time of the candles? i. Generally it is four hours of burn time per ounce of wax. This will vary with wick height and other conditions. c. Can you trim the wick? i. Yes. The wick should be kept trimmed at ¼” for maximum performance and to help avoid smoke and soot. d. Do your wicks contain lead? i. No. e. How do I keep my candle burning evenly? i. Burn your candle away from all drafts and keep the wick trimmed to ¼”. f. How do I clean up spilled wax? i. Place article in the freezer for about 30 minutes, then peel off wax from the article. If the wax was spilled on an item too large to be placed in a freezer. Place a zip-seal bag full of ice on the affected area for about 30 minutes or until the wax has hardened, then peel off the wax.

VII. Safety a. What should I do if I have ingested oil? i. Contact Prosar immediately at 1-800-308-7141. Do not induce vomiting. b. What should I do if oil comes in contact with my skin? i. Avoid prolonged contact with skin. Wash area with soap and water. If rash or irritation occurs, consult your physician. (For additional information, please refer to Prosar at 1-800-308-7141.) c. How do I clean oil spills out of my carpet/rug/upholstery? i. First, soak up excess oil with a clean, white cloth. Use a citrus-based cleaner, following the directions on the cleaner. After dealing with a spill, fresh air will help dry out the affected area. d. How do I clean oil spills on my concrete? i. First, soak up excess oil with oil dry or kitty litter. Then use a commercial concrete cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. e. How do I clean oil spills on wood? i. First, soak up the excess oil with oil dry or kitty litter. Then use a general purpose cleaner to clean the rest of the oil. After dealing with a spill, fresh air will help dry out the affected area. f. Can I use citronella torch fuel on animals? i. No. Oil is intended as a fuel for natural flame lighting only. g. Is citronella smoke harmful to humans or animals? i. CALIFORNIA PROP. 65 WARNING: Burning this product may result in the emission of combustion by-products which are known to the State of California to cause cancer, birth defects, or reproductive harm.

VIII. Lamplight Farms Company a. Where are you located? i. 4900 N. Lilly Rd., Menomonee Falls, WI 53051 b. Is Lamplight Farms a real farm? i. No. c. Do you still have a retail store and/or tent sale? i. No. However, many of the items that were available in our store are now available on our website. d. Do you still carry fragranced indoor wax candles? i. No. We exited the indoor wax candle category in 2005. e. Do you still carry Bitefighter skin lotion? i. No.

IX. Customer/Consumer/Ordering Questions a. What do I do if there are not any retailers that carry your product in my area? i. Some products are available on our website. If you still cannot find the item you are looking for, request that the store manager at your local retailer order and stock that specific item. b. I don’t want to shop at a particular retailer, but I want an item exclusive to that store. i. If the item you are looking for is not on our website, we are unable to sell it directly to consumers at this time. c. Why don’t you stock parts for discontinued items? i. We do have some parts for discontinued items on our website. However, the supply of these parts is limited. d. Do you have any specials? i. Any specials we run will be listed on our website. e. I just purchased a product wholesale, but I then found it cheaper at another store. i. Because some retailers order such a large volume each year, we are able to offer lower prices to them. If it makes more fiscal sense to purchase your product at another retailer, rather than directly from us, please do so.