Shipping and Returns

When will I receive my order?

Candle Connection candles are hand-poured, hand-labeled, etc. We pour each and every candle as the order is placed. Candle Connection always strives to create a great candle that you will enjoy. The goal of our company is to have retail orders delivered within 7 days. If you are needing your products by a particular date, please notify us immediately so we can work toward achieving this goal.

Please keep in mind that October through December is our busiest time of the year. Please remember to allow additional time for your delivery.

How much do you charge for shipping?

Our shipping costs are estimated based on the value of each order. Although we have tried to estimate what the cost will be, due to the sizes or weight of the products ordered, your shipping may go over the shopping cart price.

Do you accept returns?

RETAIL PRODUCTS: Yes, we have a no question return policy on products with physical defects only such as stress fracture in the container. If your product has a physical defect please return it return it to our factory within 7 days for a full refund. Damaged and or misaligned labels will be replaced (if pictures of the damage can not be provided, we reserve the right to make an inspection of the products).

WHOLESALE PRODUCTS: All Sales are Final, returns are not accepted! No cash refunds. Please contact us if you encounter a defective or damaged product. Such items will be replaced with a like product or a store credit will be issued. The dislike of a certain fragrance is not considered a defect. There are no returns accepted for custom wholesale orders. We do not have a stock room. All wholesale items are custom made to order. If there is a problem with any products, upon approval by Candle Connection, we will replace with like products only (same style, size, color, fragrance, etc.) or issue store credit (if approved by Candle Connection) for the products. No substitutions accepted! By purchasing wholesale from our company you are agreeing to these conditions. The shipping costs on returned items are the responsibility of the customer.

If the item qualifies, returns are for the total $ amount of products only! Shipping fees, and/or Private Label fees, are a contracted service and will not be refunded. Returns are to be sent in their original, unused condition, by insured mail to our factory within 7 days from the receipt date. We are not responsible for any package shipped without insurance. Credit will not be issued for items not returned via insured mail, products not preapproved, or products returned after the 7 days. When the return is received, we will process the refund as long as the item is in new condition. Do not discard any items until contacted by either Candle Connection or the shipping company. If damaged items or packaging are thrown away a credit/refund cannot be issued and replacement products cannot be sent under any circumstance.

What happens if an item arrives damaged?

Candle Connection takes great care to ensure your items are protected during shipping. We carefully package every item to minimize damage and/or breakage. Unfortunately, damage can occur during shipping for which Candle Connection cannot be held responsible. Once orders are shipped, we do not maintain control over packages and cannot guarantee shipping arrival dates by a postal carrier or the condition of the package and the materials contained within.

We are happy to replace your item free of charge, but only after you have filed a claim with UPS (1-800-742-5877) of the damage. All products are insured. UPS will then notify us to remake the damaged products. You will need to contact UPS within 24 hours (no more than 5 days) of delivery. They may want to come inspect the packages so be sure to save all broken pieces in the original box with the original packing materials included. UPS will then contact us to resolve the issue.

How do you ship your products?

We ship using UPS and / or USPS. We try to use the cheapest method for your order. Please remember all shipping fees are non-refundable. By placing an order with our company you are agreeing to these terms.

Do you accept cancellations?

If you need to cancel an order, we ask that you let us know within the first 24 hours after placing an order. If you wait any longer than 24 hours your order can not be canceled.

Complaints

Candle Connection prides itself on our exceptional customer service. We are also very proud of our products and their quality. If you find yourself unhappy with any product or service received from Candle Connection, or are disappointed with your overall buying experience, please contact us via email so that we may discuss options. We will do our very best to resolve any issues you may have.