General and Candle FAQ's
What kind of wax do you use?
All candles are made with all-natural soybean wax which is plant based (derived from vegetables), biodegradable, non-toxic, and has no chemicals. All candles are hand poured and all products are sourced from the US. Only made in the USA!
What kind of wax do you use for the dye?
The candle dyes are made of all-natural soy wax which is non-toxic and safe for skin. We cannot guarantee if dye will stain objects if spilled.
What is frosting?
Frosting is when the candle become cold and has a crystal like texture showing on the candle itself. This occurs when all-natural soy wax is used. It is completely natural and happens when the wax try’s to go back to its natural form. When the candle is warm the frosting will fade away.
Why is my wick not burning or not having a clean burn?
When you have an untrimmed wick this may occur. Always before you light the candle make sure to trim the candle each time to 1/4” to ensure the wick will have a clean burn and will relight.
What happens if my candle starts to tunnel?
This occurs when the wick isn’t trimmed to 1/4” and/ or if the candle wasn’t lit long enough initially. The first burn of the new candle should be about 2 to 4 hours (depending on wide the candle is) before extinguishing to ensure that the pool of wax is to the edge of the glass to prevent tunneling. If the wick starts to tunnel in the wax I would suggest heating the excess wax with a heat gun or a hair dryer and spoon out the wax to make an even layer, but this is only a suggestion. If you decide to use this method make sure the wax is not poured down the drain. Put the wax on a napkin or paper towel and put in the trash once cooled.
What happens if I spill candle wax?
Don’t worry, Soy wax cleans up with soap and hot water. Candles Dyes might stain as well as oil from the wax though so we cannot guarantee that this will not stain.
What should I do with the candle jars when the wax is completely gone?
You can either recycle or up cycle them it is totally up to you.
What is the black stuff on my glass jar from?
This occurs when the candle is “blown out” and not extinguished properly. The black stuff is a black carbon substance aka “soot” that resides on the side of the jars. The proper way to extinguish the fire would be to use a wick dipper, in which would also help with relighting once cooled.
How long will it take to make a custom candle or custom wax melt?
Please allow 2 to 3 business days in order to make custom orders. Once orders are complete we will notify you once your package has shipped.
Will there be discounts or promotions?
Yes, for time to time we will have sales and discounts on certain candles on certain seasons, just check periodically for them.
Do you offer any samples?
Yes, we offer 2 free samples under the samples tab. If you would like any additional samples they are $2.00 for 2 additional samples. In order for samples to be free at checkout apply Promo Code: Samples Only 2 samples are free. Additional questions about shipping samples check the Shipping FAQ's.
How are the candle(s) packaged and shipped?
We will completely secure the glass jar with bubble wrap as well as fill the box with bubble wrap to ensure the candle(s) will not be damaged. In some cases, however boxes may become damaged in transit. See question below.
What if the candle(s) are damage in transit?
If the candle(s) are damaged in transit contact us with pictures and we will send either a refund or send another one to you. There will be a grace period of 10 business days of when it was shipped in order to receive a replacement or refund if candle(s) are damaged.
Note: Please do not leave package outside in the heat or direct sun light due to wax melting. We are not responsible for any heat or sun damage.
What happens if package is lost or stolen?
In this case if the package does not deliver on time or is lost in transit. There will be a tracking number provided to see where the package has gone and usually most packages arrive within 2 to 3 business days after the estimated delivery date. If the package has still not been received then contact us along with a screen shot of the confirmation email and we will discuss then.
If package is stolen, unfortunately we are unable to do anything about it. I would suggest contacting local authorities and file a claim.
What happens if I am missing an item(s)?
From time to time this may occur, if any candle(s) are missing let us know as soon as possible with 10 business days of the order’s shipped date and a screen shot of the confirmation email and we will process the missing items. If samples are missing contact us to let us know and we will discuss then.
What delivery service do you use and will my package have a tracking number?
We will use USPS services and will either ship priority or first class. If on the other hand you want your package delivered sooner, it is at the customer’s expense to pay for a faster transit.
Yes, all packages that are shipped will include a tracking number, which will be sent with your confirmation number via email.
How long does shipping take until my package arrives?
Please allow 3 to 5 business days before all packages arrive.
For international orders please allow 7 to 10 business days before all packages arrive.
How much does shipping cost?
You’ll be glad to hear that shipping is free, Hooray! We use USPS priority or first class shipping. Unless the customer once to purchase a faster transit than the extra cost will be at the customer’s expense.
Do you offer free shipping for samples and wax melts?
Yes and no. Yes, if the order is purchased with a candle and/or a minimum of $15.00 subtotal (excludes coupons)*.
No, if the subtotal is below $15.00 then there would be a flat shipping rate of $5.00 (excludes coupons)*.
*coupons are not part of the subtotal is applied
Do you ship internationally?
Yes, however customers pay for shipping.
Cancel, Returns, & Refund FAQ's
Can I make changes after a custom order has been placed?
Yes and no. Yes, if we know as soon as possible and have not started making your order yet. If we haven’t started your order please make sure you contact us in a timely matter to ensure that we will make your order the way you want it. Orders are usually made in 2 to 3 business days before it has been shipped.
No, if the order has already been shipped we will be unable to change the order.
What is the cancellation policy for all orders?
You may cancel your order at any time unless your order has already been shipped. Make sure you contact us as soon as possible if you need to cancel. Shipped items cannot be canceled, if this is the case contact us and we will discuss further. If you have a custom order that has been shipped the order is not be eligible for return or cancelation.
What is the Return and Refund Policy?
On a case to case basis is when we may issue a refund, contact us for the reason in this case. Returns will not be acceptable for custom orders. Returns may only be accepted for our signature and holiday collection at owner’s expense. We will not provide return shipping. In order for a return to be processed it must be unopened, unused, and resellable before accepting the return. If an item if returned in good condition the refund may take 7 to 10 business days to be processed.