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Customer Service

Shipping & Delivery
We will make every effort to fill orders and ensure arrival as quickly as possible. Orders are generally filled within 48 hours. However, since many of our products are handmade to order, our crafters may require additional time to produce the quality product that we demand. Please allow extra time for delivery during holidays. If there is an unusual delay in filling an order, we will notify you by e-mail. If an ordered item is back ordered, we will notify you by e-mail and send the full order when the back ordered item arrives. Partial order shipment is available by request by sending an e-mail to customerservice@candles.com, however shipping and handling costs must be applied to each separate shipment. Domestic and Canadian shipping charges will be calculated automatically within the basket. APO and FPO shipping charges will be approximatly $15.00.

A word about customs
When a package is shipped internationally by Candles.com the cost of the items is listed on the customs documentation. If you ordered the items as a gift, we mark the package "gift" and state the cost of the order on the customs form. Any customs or import duties are levied only when the order reaches the destination country. Candles.com has no control over additional charges for customs clearance and these charges must be borne by the receiving party. You may want to contact your local customs office to obtain further information about customs policies in your country.

Privacy & Security
SSL encryption and digital ID verification services makes it just as safe to use your credit card online as it is to use it at a department store or restaurant. Candles.com uses COMODO as its authentication service. Candles.com is committed to providing the cutting edge in security for our online store and for the transactions of our customers. In order to provide a completely secure shopping experience, our store resides on a Secure Commerce Server, which supports SSL and S-HTTP security protocols. Our online payment system uses advanced encryption technology. At Candles.com we respect your privacy and are committed to its protection. We consider all information regarding our customers and their orders to be personal and confidential. We will not disclose or sell our customer’s information to any outside organization for solicitation purposes. We use information which we have received from our customers only to help provide them with better service and/or to track orders. Occasionally, we may notify you via e-mail of new products, promotions or information that may be of interest to you. If you would like to opt-out of this service, send us an e-mail at customerservice@candles.com. In addition, any promotional emails we send will always contain a link to opt-out from future promotions if desired.
Satisfaction Guarantee
At Candles.com, we stand behind our products and want you to be 100% satisfied with your purchase. If an item that you purchased from us does not meet your needs or expectations, contact us toll free at (800) 942-5736 within 30 days of purchase so that we may issue you a return authorization number. If the return is a result of our error, shipping costs will also be refunded. Please enclose the original packing slip along with the return authorization number. Wrap the items securely in it's original packaging, and send it to:

Candles.com
3340 Montreal Station
Tucker, GA 30084
Attn: Returns Dept.

 

When sending a return via the post office (USPS), please include appropriate insurance. When sending a return via UPS or FEDEX, please include additional insurance if value is over $100. If you have any additional questions about our return policy, please send an e-mail to customerservice@candles.com

Errors and Omissions
Candles.com and The Candle Company, llc, are not responsible for any inaccuracies or omissions contained within this site.