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STORE POLICIES

ORDERING INFORMATION
We make every effort to accurately represent our candles using photographs and detailed text descriptions. We encourage our visitors to contact us before ordering with any questions they may have. We have placed e-mail links and our phone number on our website for that purpose.

PAYMENT OPTIONS
We accept VISA, MasterCard and American Express payments ONline. We accept VISA MasterCard, American Express payments OFFline. We also accept personal and business checks, cashier checks and money orders by mail, however production is delayed until unsecured checks can clear the banks - usually 10 days. There is a $25.00 service charge for all returned checks.

REFUND & CANCELLATION FEES
If you paid for the order using a credit or debit card we can credit your account. A service fee of $15.00 or 20% of the total order, whichever is greater is imposed on all cancelled orders to help offset our costs and you will not be reimbursed for any shipping charges. This fee does NOT cover the costs for the man-hours used to process your initial order which includes tedious data entry, email confirmations, emailing you for any additional information, emailing shipping notification or the fees that our bank charges to process your credit card order, nor the time and paperwork involved to actually cancel your order.

RUSH ORDERS
There is a $10.00 to $50.00 fee to rush an order through our production-cost depends on the size of the order.

SHIPPING, SPECIAL CARE PACKAGING & INSURANCE
Candle prices do not include shipping, special care packing or insurance fees. Shipping is to be paid by the buyer. Cost is determined by overall weight to your shipping zone. Shipping charges include insurance against damaged or lost merchandise. Some of our waxes melt at about 140 degrees so prompt delivery is a concern during the warm weather months. We highly recommend that you consider 2nd or 3rd Day Air depending on the number of days in transit. We make every effort to ship early in the week so packages don't sit in a hot truck or warehouse over the weekend.

SHIPPING
We ship daily via Priority Mail Ground Service from southern New York. Delivery is between 1-6 business days within the continental US depending on your shipping zone. For faster service we can ship 1st, 2nd or 3rd Day Air, however the shipping cost is considerably higher. Keep in mind that selecting 1st, 2nd or 3rd day air will only reduce the time in transit. This will not decrease our preparation time.

DAMAGED SHIPMENTS
Because of our careful packing methods and Priority Mail we have had excellent success in safe delivery. It is very important that someone be at the ship-to address to receive the candles. Some driver's leave packages outdoors and if no one is home with any warm temperatures melting becomes a big concern. For this reason whenever possible we ship early in the week so your order will not sit in a warehouse or mail truck over the weekend. During summer months we highly recommend you consider 2nd or 3rd day air depending the number of transit days to your shipping zone.

If your shipment arrives damaged please follow these steps:

  1. DO NOT ship the package back to us.
  2. Keep all packaging (including the damaged merchandise) in it's original carton since the post office may wish to inspect the package.
  3. Contact us immediately..
    1. We will ship a replacement as soon as possible.
    2. We will put a "rush" on your new order at no extra charge.
  4. Phone your local post office to report the damage.
    1. They will ask you for information off the package labels.
    2. They may ask you other information about your order. We can provide you with a copy of your original order confirmation and invoice if you need one.
  5. After speaking to the post office please let us know what procedure they advise you to follow.

RETURN POLICY
We accept returns based on defects in materials and workmanship ONLY.
We reserve the right to inspect items that are alleged to be defective. We will exchange the defective item or issue you a store credit. To take advantage of this guarantee you MUST follow these guidelines:

  1. Contact us immediately for authorization prior to shipping a return. We DO NOT accept returns that we have not authorized. Customers who ship returns without prior authorization void their guarantee.
  2. All returns MUST be shipped via our original shipper (Priority Mail) at the customer's expense and must be insured accordingly for your own protection. Returns by any other shipper will void our guarantee.
  3. All returns MUST be in the original packaging material and box.
  4. All returns MUST be made within 3 days of receipt.
  5. All returns must be accompanied by a copy of your original receipt.
  6. All Authorized Returns carry a Restocking Fee of $15.00 or 20% of the total order, whichever is greater. Restocking Fee and costs for any shipping charges incurred will be billed to your credit or debit card.
  7. All Unauthorized Returns or Refused Shipments will carry a Restocking Fee of $20.00 or 30% of the total order, whichever is greater. Restocking fee and costs for any shipping charges incurred will be billed to your credit or debit card immediately.

COLOR, SHAPE & INCONSISTENCIES
Our candles are all individually made. As with all handmade candles no two items are exactly alike. You may notice small flaws and are common traits of handmade candles. These small flaws give each candle its own unique charm.

We DO NOT accept returns based on inconsistencies in shape or color as this is very common with handmade items. There are statements in our website that inform you that there may be slight changes in color and size as well as slight changes in glassware.

BEFORE YOU ORDER
We make every effort to accurately represent our candles using photographs and detailed text descriptions. We do encourage you to contact us before placing your order with any questions you may have. This will save you from problems that may occur with any unanswered questions you may have later.