PAYMENT METHODS ~
We accept payments through PayPal for Visa, MasterCard, American Express, Discover. We have used PayPal as our secure checkout since the year 1999.
TURNAROUND TIME ~
Before ordering, please check our Turnaround Time, which is posted within the item’s description and usually includes a transit map so you estimate a delivery date to your address.
PLEASE NOTE: We order from many suppliers/manufacturers across the US and Canada. Some will drop-ship directly to our customers, some won’t; some have minimum order requirements; some items are in stock and some must be ordered. EACH supplier has their own “rules” about shipping and returns.. so there are many variables.
RUSH ORDERS ~
Sometimes a “Rush” is possible, however, there is a $10.00 to $50.00 fee to rush an order through our production lines – cost depends on the size of your order.
AFTER YOU PLACE AN ORDER WATCH YOUR EMAIL ~
We prepare and email our customers an ‘Order Confirmation’ which provides you with a copy of your shopping cart listing items ordered, total charges, and ship-to information. You will also receive an email payment receipt from PayPal with this same information.
If you find you’ve made an error in your shopping cart OR your shipping information is not correct, it’s extremely important that you bring this to our attention immediately. We process Orders right away so changes/corrections may NOT be possible, but we’ll make every effort to assist you.
SITE ACCURACY & UPDATES ~
We make every effort to accurately represent our products using photographs and detailed text descriptions. We edit our site often with updates from suppliers (if an item is discontinued or is on back-order, etc.) We encourage our visitors to use our CONTACT US page before ordering with any questions they may have that are not answered at our site.
We also invite you to visit our “Testimonials” page HERE to read what other customers have had to say after receiving their orders.
SIZE and COLOR OF CANDLES ~
All molded candle sizes listed are as provided by the various manufacturers that we work with. Please keep in mind that a candle mold may be 2.5″ in diameter, however candle wax shrinks at various degrees as it cools, so sizes are only a close approximate. Colors appear different from one computer monitor to another.
SHIPPING, SPECIAL CARE PACKAGING & INSURANCE ~
* We and our various suppliers who ship directly to our customers, ship within the 48 states ONLY.
* We ship via UPS or USPS from our FL location.
* Our suppliers are under contract with UPS or FedEx and will not ship via any other method.
* Neither UPS nor FedEx will allow P.O. Box addresses – it must be a physical street address.
* Prices do not include shipping, special-care packing, & insurance fees.
* Shipping is paid by the buyer.
* Cost is determined by overall weight AND dimensions to your shipping zone.
* Some areas have fuel surcharges.
* Shipping charges include insurance against damaged or lost merchandise.
HAND CARVED CANDLES ~
COLOR, SHAPE & INCONSISTENCIES: Most of our candles are individually handmade and personalized. As with all handmade candles no two items are exactly alike. You may notice small flaws that are common trait’s of handmade candles, these small flaw’s gives each candle it’s own unique charm. Our color chart can only show an approximate color since 1) hot wax cools to a different color than when it’s hot, and 2) colors appear different from one computer monitor to another.
PACKAGING OF HAND CARVED CANDLES ~
Because of our careful packing methods we have had excellent success in safe delivery. The hand carved candles require extra-care packaging. The candle is wrapped in foam rubber, bubble wrap & surrounded by packing peanuts; shipped in a new carton, fully insured.
Be sure to save the carton and packaging for safe storage throughout the year!
SHIPPING HAND CARVED CANDLES ~
Candles melting in summer temperatures is a big concern. For this reason whenever possible we ship early in the week so your order will not sit in a warehouse or hot truck over the weekend.
NOTE: We cannot ship candles when your local temperatures are 90 degrees or more (unless you agree in writing to accept the candles in whatever condition they arrives in.) We normally place your order on hold until temperatures are 90 degree or less.
During hot weather we highly recommend you consider 2nd or 3rd Day Air shipping (for hand carved candles and beeswax candles) depending on the number of transit days to your UPS zone.
It is very important that someone be at the ship-to address to receive the candle order. Some UPS drivers leave packages outdoors if no one is home:
* This is at the driver’s discretion and we have no control over over the matter; nor can we include special instructions.. but you can phone UPS to make arrangements for delivery if you know no one will be home.
UPS Customer Service at 1-800-742-5877
FedEx Customer Service at 1-800-463-3339
SHIPPING ADDRESS CORRECTIONS ~
* Please be certain of the shipping address you provide.
* UPS and FedEx charges a $15.00 Address Correction Fee even for a slight correction to the address.
* If this occurs we will pass this charge on to you.
* You can phone UPS to make special arrangements for delivery OR pick-up.
* It is VERY IMPORTANT that you watch your email for tracking information so you know when to expect delivery.
You may contact:
UPS Customer Service at 1-800-742-5877
FedEx Customer Service at 1-800-463-3339
ORDER CANCELLATIONS ~
You may request a Cancellation by contacting us but please be aware that this MAY NOT BE POSSIBLE since your order is processed immediately after receipt. Your order may have already been processed and gone through shipping.
REFUNDS & CANCELLATION FEES ~
A Cancellation Fee of $20.00 or 20% of the total order; whichever is greater is imposed on all canceled orders to help offset the costs for processing.
DAMAGED and LOST SHIPMENTS ~
You must report to us any damage or non-receipt of an order within 5 business days.
Because we contract with several suppliers or manufacturers who may ship directly to you, there are different procedures for Damage or Loss Claims. We will work with them to determine the best outcome for you.
^ PLEASE NOTE: Some of our suppliers who ship directly to our customers will NOT file a 3rd party Damage or Loss Claim with the shipper. Because of this we can only provide you with Tracking information and the scheduled delivery date, but it is your responsibility to make arrangements to receive the delivery on the scheduled delivery date.
You can also request that a signature be required upon delivery to ensure you receive the shipment.
When you receive Tracking information from us you can also contact UPS to make arrangements to pick-up the shipment at your local UPS center. Just phone UPS at 1-800-742-5877 and have your Tracking number handy when you call them.
IF YOUR SHIPMENT ARRIVES DAMAGED FOLLOW THESE STEPS:
1. DO NOT ship the package back to us – and if the package was shipped to you from one of our suppliers, DO NOT ship it back to them.
2. Write down the Tracking Number located on the shipping label.
3. Keep all packaging (including the damaged merchandise) in it’s original carton since the shipper may wish to inspect the package.
4. Take at least one large digital photo of the damaged item and email it to us as an attachment. We will then advise the supplier who shipped to you and find out how they wish to proceed, then we’ll get back to you. Most often times our supplier will ship a replacement to you.
5. If your order was shipped via UPS, please phone UPS Customer Service at 1-800-742-5877 to report the damage and begin a Damage Claim.
a. They will ask you for the Tracking Number off the package.
b. They may ask you other questions about your order. We can provide you with a copy of your original “Order Confirmation & Invoice” if you need one.
6. Keep the damaged item, original box and all packaging materials for 5 business days in case the Shipper wants to come to your address and inspect the package. Please coordinate with them for a time they can do so.
a. The Shipper may inspect and leave the damaged items with you or they may return them to us or to whatever supplier shipped your package – this is determined by the Shipper.
7. After speaking to UPS please let us know what procedure they advised you to follow.
8. We will work with our supplier to get you a replacement or a refund, but their policies must be followed.
RETURN POLICY ~
NOTE: There are NO RETURNS allowed for some perishable items as posted within the item’s description at our website.
No Returns also apply to:
* Hand made and hand carved candles,
* Scented candles, Custom made candles,
* Personalized items, custom made items, imprinted items and glassware
We accept returns based on defects in materials and workmanship ONLY. We reserve the right to inspect items that are alleged to be defective. If we determine the item is defective we will exchange the item or issue you a store credit. To take advantage of this guarantee you MUST contact us immediately for authorization prior to shipping a Return. We will provide you with instructions.
* We DO NOT accept returns that we have not authorized.
* Customers who ship returns without prior authorization void this guarantee.
* For candles and products we offer from our various suppliers:
Please be advised that we offer products from many different suppliers and each has their own policies regarding returns. If you are claiming an item to be defective you MUST contact us within 5 days of receipt for special instructions. Many of our suppliers will honor a return but only if the claim or request for return is made in a timely manner.
PLEASE NOTE: Some of our suppliers do NOT accept Returns and once we place an Order with our vendor we cannot Cancel for ANY reason (period). .. therefore we cannot accept Returns or Cancellations for these items. You may contact us for more specific information prior to placing an order.
Below are guidelines to consider with regard to Returns:
1. All returns MUST be authorized by us. We do NOT accept UNauthorized Returns.
2. All Returns MUST be un-used and in their original packaging and box and received by us in excellent condition ready for re-sale.
3. We cannot accept a partial Return. Meaning: If the item is packed 12 to the box by our supplier you must return all 12 in UNused condition.
4. We do NOT accept returns of custom-made or handmade items, personalized, imprinted or engraved items, sale items, imported items, close-out items, or Limited Edition items.
5. All Authorized Returns must be shipped via UPS within 5 days of receipt at the customer’s expense and must be insured accordingly for your own protection. UPS tracks packages and insures for lost or damaged goods in transit. Returns by any other shipper will void all guarantees. The Post Office will NOT insure candles or perishable items.
6. You must email us the UPS Tracking Number for the returned shipment the SAME day to ship it back. This is so we or our suppliers can be made of ware of the return and watch for it.
7. You must include our “Return Authorization Number” on the shipping label.
8. All returns must be accompanied by a copy of your original receipt.
9. RESTOCKING FEES:
A) All Authorized Returns carry a Restocking Fee of $20.00 or 20% of the total Order; whichever is greater. Restocking Fee and costs will be deducted from any Refund due.
B) All UNauthorized Returns, Refused Shipments, or Authorized Returns of an item that we cannot return to our supplier will carry a Restocking Fee of $30.00 or 30% of the total order; whichever is greater, and you will not be reimbursed for any shipping costs. Restocking Fee and costs will be deducted from any Refund due.
10. We do NOT accept returns or cancellations based on “I found it cheaper somewhere else” – our prices are set based on what we must pay our suppliers. It’s a shopper’s right and responsibility to ‘shop around’ for the best price. We do not offer “meet or beat” pricing.
11. We cannot extent sale prices beyond or before a sale date. When our suppliers offers a good deal we pass it along to our customers and those prices are only good for the duration of the sale.
We hope you enjoy your visit to our site and that you’ll return often!
Links:
♦ Burning Instructions and Care for hand carved candles
♦ Birthday Countdown Candle Testimonials
♦ About Our Hand Cared Candles
♦ Contact Us
“A wick without wax around it is just a piece of string…
A candle without a wick is just a hunk of wax”