We make shipping a priority and try our best to process your order within 3-5 business days! However, we are a small business and sometimes we can get a little backed up during times of high volume (Halloween, Black Friday, Holidays or Big Sales). During these times when we see a big influx of orders, it may delay processing a bit. Feel free to contact us to check on status if it has been more than 5 business days since you placed your order and you have not received a shipping update.
If you purchased during a Pre-Order Event the shipping date will be further in the future (typically a month or so) and there is no guaranteed ship-by date for these orders as stated at the time of purchase. This information will also be in your order confirmation email if you want to find an estimated ship date.
Tracking numbers will be emailed to you when we create a label and begin working on your order. If the tracking has not yet shown movement but it is still less that our average turn around time stated above -- there isn't any reason to be concerned.
We typically can not combine orders for shipping so please make sure your cart is complete before checking out. Unfortunately the process needs to be done manually and relies on customer service remembering to do it at the time of shipping. This can cause delays and/or errors and during times of high volume (like sales, the holidays or halloween) it just isn't possible to accommodate special requests.
Candles are temperature sensitive and they may melt during shipment. Unfortunately we can not monitor the weather in all areas and we do not have any control over how packages are stored, how long they may be on the delivery truck or how long they might sit out on your porch etc. Because these variables are out of our hands and wax is meant to melt-- we do not offer replacements or refunds for melted candles. If you choose to submit an order during the summer and this occurs -- we suggest setting the candle upright immediately and recenter the wick. Upon cooling the candle should be usable once again. You can also utilize a candle warmer, crock or use the wax in your tart melter so you can still enjoy the fragrance.
If your tracking states "delivered" but you can not locate the package we advise that you contact your local neighborhood post office or USPS customer service. 99% of the time this problem can be solved quickly by the branch. In our experience a mail person may have reasons to finalize a delivery in the system before actually completing the action, but will finish the job within the next day or so. Usually the local branch has knowledge of these practices and can verify that it is still in their possession. We have access to the same tracking info that you do so this is really the best resolution.
We are not able to offer a refund when the tracking states "Delivered" so please make sure of the following:
- the address supplied at time of check out is accurate and up to date. we can not be responsible for items lost because they were sent to an old or incorrect address.
- if you think you may not be home or your porch / mail room is not secure, consider shipping to your office, work or friends home where the package can be safely held for you to pick up.
- packages are especially vulnerable to theft during the holidays, so please make sure to ship to a secure location.
Our preferred shipping method is USPS Priority or USPS Ground and UPS All orders include tracking and insurance which protects against damaged or lost mail except for USPS Ground. If you select this cheaper option at checkout, please note that insurance is not available for damages. Carrier Insurance does not cover porch theft, however your homeowners or rental policy should. You will need to file a report with the police and the carrier who will investigate theft for you since this is considered a crime.
If your item is damaged during shipping please take photos of :
- the shipping box your order arrived in and the damaged item with the product labels visible so we can tell which item was broken. Send the info to us at email@example.com ASAP. We will submit a claim on your behalf to USPS. Photos are required in order to assist with a refund.
Customs Fees, Taxes + Duties the customer is responsible for any additional international taxes. you will need to work with your local post office whenever customs fees are assessed. we have absolutely no knowledge or control over how this is handled in other countries.if for whatever reason, you decide that you do not want to pay the fees your order may have been assessed -- we will refund you for the items only when the package is returned to us. You are responsible for all return shipping costs. shipping fees are non refundable.
And of course, feel free to email us with any additional questions!
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