The Flaming Candle: Store Policies
Your questions, comments and suggestions are very important to us. Our professional staff has years of experience, and we enjoy helping our customers make and market the finest candles, soap, and toiletries. We encourage you to call us for assistance anytime at 770-505-4999 or email us at info@theflamingcandle.com.
Order Issues
Processing Times
We understand the importance of receiving your supplies promptly, and we strive to fill and ship all orders as soon as possible. During our busy season (September - December) and during promotions, orders may take several days to process and ship due to order volume. If lead time is a concern, we post current lead times and estimated delivery dates in the checkout process so you know when to expect your order.
Payment
If you attempt to process payment multiple times with an incorrect address or zip code, your payment method may show the charges as pending and hold the money (even though the charges are declined) until the charges fall off. The amount of time this takes can vary from 1 day to 30 days and will depend on your payment method issuer’s discretion. We are not responsible for your repeated attempts to process payment, which may result in a hold on your funds.
Making Changes To Your Order
There is a fee of $3.50 to change or cancel any order after it is placed online. Orders that have entered a "Processing" status are unable to be modified. This is to ensure timely processing of all orders. We cannot guarantee that we can cancel, modify or combine orders that were placed separately into one shipment. It may be possible to combine shipping on multiple orders if we are notified immediately after the first order was placed, but it is not guaranteed. Please call us to inquire on combining shipments.
Tax Exemption (US Only)
We are required, by law, to collect sales tax for orders we receive from certain states. If you would like your account to be tax exempt, please reach out to us via email or by phone and request a blank form, specific to your state, which you can fill out and return. You can also locate these on your state government’s website.
It is the customer’s responsibility that form is filled out correctly and completely. We do not grant tax exemption status until we have this form on file.
Once we have your tax exemption form on file, we will mark your account as tax exempt for all future orders.
Please note, if you check out as a guest, your tax exemption status will not apply to your order.
As far as past orders are concerned, we are only able to refund taxes paid on orders placed within the same month that a tax exemption has been applied to an account. If you notice that taxes are applied to your order after an exemption has been applied, please contact our customer care team.
Cancellation
We cannot accept cancellations after an order is in processing. We are also unable to accept requests to add to an order or change an order once placed. We apologize for any inconvenience this may cause.
There is a fifteen (15%) restocking fee charged for any order canceled due to lack of payment in full, no fee will be charged if items has not yet been picked or packed.
For example, international customers have paid for their merchandise, we have packed their order and emailed them to alert them that they need to pay for shipping, but the customer fails to pay for the shipping. In such an instance, your credit card will be credited the amount of your merchandise minus a fifteen (15%) restocking fee due to costs incurred by the Company in processing, packing and unpacking your order.
Return Policy
Due to sanitary and other reasons, all sales, including and without limitation of wax, soap products, fragrance oils, liquid dyes, vybar, stearic acid, wicks, and any used items are final and may not be returned, exchanged or refunded unless a particular order has missing items or contains incorrect products, in which event, returns, exchanges and refunds will be accepted for the missing or incorrect products only.
All orders that have missing items or that contain incorrect products must be reported to the Company within 30 days of receipt to process a claim.
After 30 days delivery, all orders are presumed to be accurate, and no returns, refunds or exchanges will be accepted after that time. Any return authorized by us will be a credit to your account.
Authorized returns do not include any shipping and handling charges.
Shipping charges for all permissible returns, exchanges and refunds must be prepaid and insured by you. You are responsible for any loss or damage during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable, and any amounts refunded will not include the cost of shipping.
Items Missing
Our orders are triple-checked by our team before they leave our warehouse. We also double-check the weight of all items in an order against the weight recorded at shipping.
Many times, items that appear to be missing from an order are either hidden among packing peanuts or packed inside another larger item (for example: small fragrance bottles may be packed inside of a pouring pot). Please completely unpack everything and thoroughly search inside the box (and among packing materials such as peanuts) before calling us about a missing item.
Items Not as Expected
If you believe a product does not match a description or customer review and it does not meet your quality expectations, please contact our customer service team to discuss. We will need photos of items and the packing invoice.
Back-ordered Items
If The Flaming Candle receives an order that includes items that are out of stock, the Company will contact you via email to inform you of the out-of-stock item(s) and credit your payment method for the out-of-stock merchandise. All out of stock items must be reordered once they are back in stock.
Free Fragrance Sample
We offer a free 1 oz. fragrance sample for all orders over $5! Please make sure you indicate which Fragrance Oil you'd like in your cart, upon checkout. We will NOT include a random scent if nothing is specified in your cart.
Reminder: Not all fragrances are safe for body products. Please see individual fragrance oil listings for body product safety information. Limit of 1 free Fragrance Sample per customer per day. If getting a sample with a Free Shipping Bundle product, shipping fees will apply.
Curbside Pickup
Curbside Pickup Instructions:
Customers may also choose to pick-up online orders. Orders for Pick up, must meet a minimum order value of $50.
To place a pickup order:
-Place your order online and select Shipping Method as Pickup
-Please wait for an email confirmation before arriving to the warehouse
-Bring a valid photo ID and payment method for check-in
-When you arrive, please text 470-382-1106 and include the following information:
- Full Name
- All Online Order #s
- Car Model + Color
Orders must be picked up within 5-7 business days after receiving your confirmation email. Orders will then be cancelled, and a restocking fee of 15% could occur.
Add-ons are not accepted. If you would like to pick up additional items, you must place a separate order on the website and wait until that order is also confirmed for pickup. Same-day on-site add-ons are not permitted by any means.
Pickup location:
71 Southern Ct
Hiram, GA 30141
We are open Monday – Friday from 10am – 4pm ET.
We are closed on the following holidays:
- New Year’s Day
- Good Friday (Spring Holiday)
- Memorial Day
- 4th of July
- Labor Day
- Thanksgiving
- The day after Thanksgiving
- Christmas Eve
- Christmas Day
Shipping and Tracking Issues
Tracking Your Order
You will be emailed the tracking numbers when your order is shipped. You will be able to track your packages (after 7:00 pm) through the email you receive. You can also track the status of your order on our website by entering your order ID# and your email address.
Shipping Times
We strongly advise planning and ordering your candle/soap making items well in advance of when you will need them. We have no control over how long or shipping carriers will take to get your package to you.
For your convenience, you can check general transit times below (please enter origin zip code 30141):
- For the US Post Office: https://www.usps.com/priority-mail/map/
- For UPS: http://www.ups.com/maps
Orders Not Received
If you did not receive your order, please contact the courier with your tracking number to inquire where your package is. You can also call or email us for help with your order.
UPS customer service: 1-800-742-5877
USPS customer service: 1-800-275-8777 – We also recommend that you call your local post office.
Damage to your Order
Once your package leaves our warehouse, we are not responsible for it for any reason (this includes, but is not limited to, theft after delivery).
Please call us if you notice any damage to your package and/or items. Also, some products (i.e.; wax) are heat sensitive and may melt slightly during the shipping process, however this will not alter the quality of the product.
Missing Packages
Once your package has been received, all reports of incorrect items, missing items, or damaged items must be reported to The Flaming Candle Company within 30 days of receipt/delivery (add for all). We may require proof of error. We will not be able to make any adjustments after this time.
Stolen Packages
Please be advised that tracers and other requests only initiate investigation into delivery issues, and can take weeks to progress or be resolved. If it is discovered that your package was stolen, we suggest that you file a police report with your local police department.
Address Changes
If an address change is necessary we will initiate the change for you and you will be billed $20. If the package comes back we do not refund the address change. You will also be charged for subsequent shipping charges.
International shipping
Many of our international customers choose to use a freight forwarder to facilitate their orders. When completing your information, make sure that you use the shipping address that your freight forwarder has provided to you. The Company will not be responsible for any matters relating to your use of a freight forwarder, including, without limitation, problems with customs, damages caused by your freight forwarder, lost deliveries, or any other regulations that are mandated by your country.
- The Company will not provide refunds or replacement orders for any orders that ship via a freight forwarder. If customs are needed and package is returned you are responsible for paying customs.
- We are not responsible for conversion rates from us dollars to other currencies
- We are not responsible for any items/packages that do not get through customs.
- We are also not responsible for any taxes, duties or other fees associated with international shipping. All international orders are insured up to $100 automatically. In the event of a lost or damaged package, please contact us as soon as possible.
Some items cannot be shipped internationally due to shipping restrictions- you will be notified either:
1) By the system at the time of order that one or more items cannot ship. Simply remove those items and the shipping option will appear.
2) By email after the order is placed. The item(s) that cannot ship will be refunded and the rest of the order shipped out.
We may require additional information on some international orders.
The Flaming Candles currently does not ship to the following countries:
Austria, Azerbaijan, Belarus, Belgium, Brazil, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Israel Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Russia.
Shipping to Canada via UPS
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.
Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.
Safe-Sale Guarantee Policy
We understand how frustrating it is to make a purchase only to see that some of the products go on a surprise sale the very next day. We don’t want you to have those negative feelings toward any purchases you make with us therefore we have developed a “Safe Sale Guarantee” Rebate Program.
If you ordered within 24 hours of a flash sale or non pre-announced surprise sale, simply contact us and request a safe sale rebate reflecting the sale price of products purchased at regular price. Safe Sale Rebates are equal to the difference in price paid and the advertised sale price. The safe sale rebate will not be refunded. The price difference will be provided in the form of a gift certificate that is credited to the customer account and can be used towards a future purchase.
This program is designed to protect customers from surprise unannounced sales. To be eligible for the Safe Sale Rebate, orders must be finalized and paid by end of the sale. Rebates cannot be given for items returned or removed from an order and excludes free sample and replacement items. Therefore, rebates will be placed into the customer account 14 days after their order leaves our warehouse.
Price Changes
Manufacturers have the right to change product costs without notice. As we receive a notice of product cost changes, product prices will change accordingly.
Bulk Program Details
Freight
You will be contacted by our freight specialist to discuss your freight needs for large/bulk/special orders. You will incur all costs for outgoing freight as outlined and communicated to you by our freight specialist.
Product ETA Communications
A Customer Service Rep will work with you on any bulk or special-order ETA’s.
Payment for Bulk Orders
All orders must be paid in full before we can process the order. We accept MasterCard, Visa, Discover, American Express, PayPal and a variety of other payment methods.
By doing business with us, you are authorizing us to charge handling fees to the payment method used to pay for the product order.
Lead-Times for Bulk Orders
To keep prices as low as possible, we do not stock WSP Bulk inventory. All bulk sizes have an advertised lead-time. Lead-times vary by manufacturer and can change with little notice throughout the year (based manufacturing schedules). If our regular stock is in an “overstock” situation, we will pull from our stock inventory and ship the order.
Canceled Bulk Orders
Since Bulk sizes are special orders with the manufacturer, all canceled orders will have a 50% cancelation fee.
Returns
No refunds or returns on Bulk sizes
For additional questions regarding the Bulk pricing program please contact customer service via phone or email.
Product Reviews Policy
We want you to have easy access to product ratings and reviews. You can submit written ratings and reviews for items you have purchased. We encourage customers to share honest opinions, both favorable and unfavorable so that other customers can make smart buying choices. We ask that you must purchase and use a product before you can rate and review it.
We reserve the right to deny reviews that do not fall within our guidelines.
What's not allowed
We appreciate your time and participation in our product rating and reviews program. We limit customer participation to one review per product and reserve the right to remove reviews that include obscene, confrontational, or distasteful content, profanity, spiteful remarks, illegal conduct, promotion of other businesses or advertisements.
Product Support: Wooden Wicks
IMPORTANT: Usage Reporting & Patent Requirements On New Wooden Wicks Available For Sale Starting Thursday, 5/18/2017:
All users of these wooden wicks are required to label products with the wooden wick patent information as follows: "Pat. www.lumetique.com/patents"
The manufacturer requires distributors, such as ourselves - The Flaming Candle Company, to disclose customer information when purchases meet or exceed 1,000 wooden wick units at a time. Information disclosed to the manufacturer includes customer name and company name, if applicable. This is used for patent protection purposes and not marketing.
By purchasing our wooden wicks, you agree to the Usage Reporting & Patent Requirements.
Use Of Our Products and Staff Support
While we make every effort to provide you with sufficient product information and guidance, it is ultimately up to you, the customer, to perform your own extensive research and testing to ensure compatibility, safety, and desired results. We are not responsible for your understanding or use of our supplies.
We advise that you purchase small amounts of an item prior to buying a larger amount so that you can ensure that you are satisfied with it. For example, fragrance oils WILL VARY from supplier to supplier, so we strongly advise you to purchase a 1 oz. sample size to ensure it will meet your needs prior to purchasing a larger amount and using it in products.
The Flaming Candle Company is not responsible for unsatisfactory results from using any of our products in any of your recipes. We will not accept returns or exchanges on fragrance, dyes, or waxes for any reason. Our products are carefully tested and packaged to ensure accuracy and quality prior to leaving our warehouse. Please note there may be slight variances between batches of wax. We will not compensate for any batch variance. Please note: We highly recommend that you test our products before making up large batches that are unsatisfactory for any reason. We will not compensate for unsatisfactory results in any of your finished products.