Shipping & Returns
Processing
Most orders are prepared and shipped within 1–3 business days, excluding weekends and holidays. Additional processing time may be needed during seasonal releases, holidays, or major sales.
U.S. Shipping
We currently ship within the United States. Complimentary standard shipping is available on U.S. orders of $75 or more after discounts and before taxes. Shipping charges for orders below $75 are calculated at checkout.
Standard delivery is estimated at 1–5 business days after shipment and does not include processing time. Delivery dates are estimates, not guarantees. Remote destinations may require additional transit time. Available shipping services are shown at checkout.
Tracking Your Order
You will receive an email with tracking information when your order is prepared for shipment. Tracking may take 24–48 hours to update after the carrier receives your package. A shipping label alone does not mean the package is in transit.
Warm-Weather Deliveries
Soy wax can soften in high temperatures. Please retrieve your package promptly and keep it away from direct sunlight. If your candle arrives warm, allow it to cool completely on a level surface before handling or lighting it. If wax has leaked, a wick has shifted, or the vessel is damaged, please contact us with photos before using the candle. Do not attempt to repair a damaged candle.
Order Changes & Shipping Addresses
Please contact us as soon as possible. We will make every effort to assist before your order enters processing, but changes and cancellations cannot be guaranteed. Once an order has shipped, we cannot change its contents or redirect it to another address.
Customers are responsible for providing a complete and accurate shipping address at checkout. Orders delivered to the address submitted with the order are not eligible for a complimentary replacement or refund because the address was entered incorrectly.
Delayed or Missing Packages
If tracking has not updated for seven days or your package is significantly past its estimated delivery date, please contact us with your order number. We will help investigate with the carrier and review the appropriate resolution. If you purchased Route protection, submit eligible claims within Route’s filing window; do not wait for a carrier investigation to finish if a deadline is approaching.
If tracking says delivered but you cannot locate your package, check the delivery address, nearby entrances, household members, neighbors, and any mailroom or parcel locker. Contact the carrier and contact us if it is still missing.
For orders protected by Route, delivered-but-missing claims are generally filed 5–30 days after the delivery scan. Carrier misdelivery is different from theft after correct delivery; we will help investigate. Replacement or reimbursement for unprotected packages stolen after correct delivery is not guaranteed.
Route Shipping Protection
Optional Route Shipping Protection covers eligible lost, stolen, and damaged packages, subject to Route’s terms, exclusions, and claim deadlines. If you purchased protection, file a claim with Route or contact us for assistance.
Route’s standard claim windows are 7–30 days after the last tracking update for domestic lost packages, 5–30 days after delivery for delivered-but-missing packages, and within 30 days of delivery for damage. These windows are separate from our request to report order issues promptly. Refer to Route’s current claim deadlines and the terms applicable to your order.
Declining protection does not prevent you from contacting us about an order issue. Replacement or reimbursement for an unprotected package stolen after correct delivery is not guaranteed.
Returns & Refunds
We accept returns of unused products, including unused candles. Please contact us within 14 days of delivery to request a return and receive authorization and return instructions. Items must be returned unused, in their original condition and packaging.
Customers are responsible for return shipping costs and for securely packaging their return. We recommend a tracked shipping service and appropriate insurance. Refunds are subject to inspection and are not guaranteed if an item arrives back damaged. Returns received used or damaged may not qualify for a refund.
Approved refunds cover the purchase price paid for the returned items, excluding original shipping and handling charges. Used candles are not eligible for change-of-mind returns. Damaged, defective, incorrect, or missing items are handled separately below.
Damaged or Defective Items
If an item arrives damaged or defective, please contact us as soon as possible, preferably within seven days of delivery, with your order number and clear photos of the item, packaging, and shipping label. Do not use a damaged product or burn a candle in a cracked or broken vessel. Retain the item and packaging where safe until we provide instructions.
Once the issue is confirmed, we will arrange a replacement at no additional cost. If a replacement is unavailable, we will refund the affected item. Package protection is not required for assistance with damaged, defective, incorrect, or missing items. If we require a return for one of these issues, we will cover return shipping.
Incorrect or Missing Items
Please contact us as soon as possible, preferably within seven days of delivery, with your order number and details of any incorrect or missing item. Include photos of the items and packaging received where applicable. Once confirmed, we will send the correct or missing item at no additional cost, or refund it if unavailable. Retain incorrect items and packaging until we provide instructions.
Contact
For help with your order, please send us a message and include your order number.