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Frequently Asked Questions
Q: What is your return/exchange policy on non-personalized items?
A: If you are not completely satisfied with your order, within 30 days of receipt,
you may return original-condition items. Please contact us at Click Here or call us at 1-866-532-9789 to arrange for a return authorization. You must
receive a return authorization number, in order for us to process returns. An
original-condition item must be in its original packaging, item and packaging
must show no signs defacing or damage, and original shipping invoice must be included.
If any of the three conditions are not met, store credit or an exchange will not
be issued. Customer pays shipping for returns. This policy does not apply to
Specialty Merchandise Products
Non-Specialty Merchandise products (i.e. Candle holders, incense, oil burners,
etc.) must be ordered separately from all Specialty Merchandise products (Personalized
Candles).
You may also exchange items, if you are not completely satisfied within 30 days
of receipt. If the same item has been backordered or discontinued, we will substitute
any item you wish of equal or lesser value, or issue a store credit. Please contact
us if you wish to exchange an item.
Q: What is your return/exchange policy on Specialty Merchandise products (Personalized
Candles)?
Due to the nature of personalized and special order candles, we cannot accept returns on these items. We will gladly replace any
candle (personalized or non-personalized) that is defective, misspelled by us,
or damaged in shipment.
Please contact us if you have a problem with your order.
Q: What do I do if my order is incomplete?
If you have received a shipment from us and the order is incomplete, please contact
us within 10 days of receipt of your order. We will make the neccesary arrangements
to send you the missing item/s.
Please contact us if you have a problem with your order.
Q: What kind of guarantees do you offer?
A: Our goal is to provide you with the best quality, at the lowest prices. If
you find the same product somewhere else within 30 days of purchase, send us an email
at Click Here , with the address or website address of the product. We will give you 110%
of the difference. Remember, for a limited time, we offer you FREE shipping plus
this low price guarantee for all Non-Specialty Merchandise products!
Non- Specialty Merchandise products (i.e. Candle holders, incense, oil burners,
etc.) must be ordered separately from all Specialty Merchandise products (Personalized
Candles).
Q: What are the shipping policies for Non-Personalized Merchandise (i.e. candle
holders, incense, oil burners, etc.)?
A: We offer FREE shipping. ($40.00 minimum purchase required). Purchases under
$40.00 will be charged $6.95. No P.O. Boxes Please. All items are shipped fully
insured against loss, pilferage, and damage. Items shipped for FREE, are shipped
UPS Ground (8 - 12 Business days). Additional charges for RUSH shipping do apply. (See chart below). All Non-personalized items must be ordered separately from Personalized Items.
UPS Ground.
(Allow 8 - 12 Business days for delivery) |
| ORDER TOTAL |
SHIPPING COST |
| Under $40.00 |
$6.95 |
| Over $100.00 |
Free Shipping |
DHL Rush Delivery.
(Allow 4 - 8 days for delivery) |
| Under $50.00 |
$21.95 |
| $50.00 - $99.99 |
$35.95 |
| $100.00 - $199.99 |
$74.45 |
| $200.00 - $499.99 |
$124.95 |
| $500.00 - $999.99 |
$199.95 |
| $1,000.00 - $1,999.99 |
$299.95 |
| $2,000.00 - $3,999.99 |
$399.95 |
| Over $4,000.00 |
$499.95 |
Q: Can I combine Non-personalized items with your Personalized Candles?
A: All Personalized Candles must be ordered separately from Non-Personalized
Items (i.e. Candle holders, oil warmers, incense, etc.) The reason for this is
because our Non-Personalized items are shipped directly from our warehouse in
Irvine, CA, while all of our Personalized candles are shipped from a separate
warehouse.
Q: What are your shipping charges for Specialty Merchandise products (Personalized
Candles)?
A: All Specialty Merchandise products are shipped via UPS Ground (unless different shipping method is requested/selected).
Specialty Merchandise products (Personalized Candles) must be ordered separately
from all non-Specialty Merchandise products. Below is a chart of our shipping
charges for Specialty Merchandise products. We offer FREE Shipping on orders of
$100.00 or more.
UPS/Airborne Express/USPS shipping
(Allow 3 weeks for delivery) |
| ORDER TOTAL |
SHIPPING COST |
| Under $10.00 |
$4.50 |
| $10.00 - $24.99 |
$6.95 |
| $25.00 - $49.99 |
$7.95 |
| $50.00 - $74.99 |
$8.95 |
| $75.00 - $99.99 |
$10.45 |
| Over $100.00 |
Free Shipping |
| One Week Rush Delivery add $20.00 to actual shipping charges - ($30.00 for orders
over $100.00) |
| Two Week Rush Delivery add $10.00 to actual shipping charges- ($20.00 for orders over $100.00) |
Q: How long does it take to receive my order?
A: For all Non-Specialty Merchandise, please allow 7-10 business days to process
and have your order shipped. As soon as your order has been received and processed,
we will send you a confirmation email. If you have not received your package within
8-12 business days, please contact us at Click Here . Allow 15-20 business days for Personalized Candles. We strive to do things the most efficient way possible to make our customers
entirely satisfied.
Q: Do I have to pay tax on my order?
A: If you live in California, Arizona or Nevada, you are subject to state tax.
Q: Do you offer wholesale?
A: Yes, we offer wholesale prices. Purchases must be more than $300.00 in order
to get wholesale discounts. CLICK HERE to order your complete Wholesale Kit. The Kit is FREE. All you have to pay
is shipping and handling ($8.95).
Q: Do you ship outside the United States?
A: We only ship to the Continental U.S., Alaska, Hawaii, Puerto Rico and U.S.
Virgin Islands. We apologize if this may cause any inconvenience.
Q: What is the pricing and size of your personalized candles and how many characters
per line can I use to personalize my candles?
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