Hints and Tips

Shipping is calculated automatically during checkout, regardless of your location. Depending on your order, occasionally you may be undercharged or overcharged. If this is the case, you will be notified by a customer service representative. You can always ask us for a shipping quote before placing your order. If you are requesting a quote, please send us your complete mailing address along with the product(s) you wish to order.

Small orders (under $10.00) ship via USPS. Most other orders will ship via UPS.
USPS takes about 1 week to deliver and UPS takes 2-4 days, depending on your location.

Please note: Shipping candles during the months of July and August to very hot States, ie. Texas, Arizona, New Mexico, etc... is your risk. We can not be held responsible for melted candles that have been sitting on a hot truck or were left
on your porch by UPS or USPS. Please contact us if you have any questions or
need more information.

Payment

Our prices are in US dollars.

Option 1: Click on buttons to add products to your shopping cart.
When you choose to checkout, you will be paying through PayPal.
PayPal lets any business or consumer with an email address to securely, conveniently, and cost-effectively send and receive payments online. Their network builds on the existing financial infrastructure of bank accounts and credit cards to create a global, real-time payment solution.
Keep in mind that, even though PayPal is a fast and secure method of payment,
it may take some time to activate your PayPal account.

If you don't have a PayPal account you can sign up by clicking on the logo below.

Option 2: Send us an e-mail with your order, specifying the method of payment.
( money order, certified cashier's cheque)
You will be e-mailed an invoice for your order,
along with payment instructions.
We may accept a personal cheque in some instances.
We do NOT accept COD.
Thank you!
Cancelling an order after it has been placed will incur a $5.00 handling fee.
Cancelling an order after it has been made and packaged (whether it has shipped or not) will incur a 25% re-stocking fee and a $5.00 handling fee.

Turn-Around Time

The turn-around time on orders depends on the size of the order,
and is normally 1-7 business days from the date your payment is received.
Orders are filled in the order of when payment is received,
not by the date an order is placed.
All of our candles are handmade to order,
your order is not processed until payment is received.
Larger orders may take longer, you will be notified through e-mail if your order is expected to take longer than 7 business days to be mailed out.

You may request to have your order RUSHED.
Depending on the number of rush orders we have, most orders can be shipped same day or next day.
There is a $20.00 non-refundable fee for this service.

Return Policy

Our goal is to ensure your satisfaction. If you are dissatisfied with your purchase or shopping experience please contact us at customerservice@candlewacks.com immediately.

If you have any questions or problems regarding your shipment, please email our customer service department at customerservice@candlewacks.com. You must have a Return Merchandise Authorization Number in order for returns to be accepted. Once you have received an RMA#, you may send the product back to us at your expense.... We will send you a replacement at our expense ­ applicable in the continental USA and Canada only. If you do not have an RMA number on the box, we will not be able to accept it. This will be a waste of your money and time, so please be sure to obtain an RMA # prior to shipping returns.

Unwanted Products may be returned in some cases with prior authorization and in original condition and packaging with a 25% restocking fee. You must receive prior authorization. Please email us at customerservice@candlewacks.com We must have the product back in our hands within 1 month of the original order date if a refund will be issued. If you have not returned unwanted products by this time, we will assume that you are happy with your purchase.
Bath products, essential oils, candle scent oils are non-returnable since they can be tampered with. When ordering these products for the first time, order small sizes.
Custom-made gift cards are also non-refundable. We'd be more than happy to e-mail or snail-mail you a sample gift card before you order a large number. Many of our favors are also non-returnable as they are custom made.
Please order a sample if you are unsure of a product.
Hand painted products (flower pots, votive holders, etc...) are also non-returnable because of their custom designed nature.
If you have any questions or concerns please ask. We are ALWAYS happy to help you out. You are the reason why we have an on-line store!

All sales are considered final unless permission has been granted by candlewacks.com

If a product arrives damaged please contact the carrieer (UPS/USPS) immediately so you can file a damage report with them! We need to be contacted as well via e-mail (needs to be in writing not over the telephone)within 24 hours of your package arriving. When contacting us be prepared to provide proof of damaged product, ie. photograph. Without proof we will not consider replacing the product.

If your order is determined by UPS to be lost, a loss claim form will be filled out. UPS will then forward funds for shipping and the value of your merchandise to us. Once we have received funds from UPS, we will forward the funds to you.

If you have any problems with your order whatsoever, please contact
us within 24 hours of receiving your order.

We are always available for questions and concerns via our e-mail:
customerservice@candlewacks.com

Thank you.