Shipping, Returns, Policies & Terms
*Your order will currently take approximately 5-8 business days to process and then ship out. We are continually updating our operational processes to increase production and shorten order fulfillment times.
*SHOWROOM: Our local showroom/pickup area is temporarily closed to the public due to precautionary measures regarding the coronavirus. **Order pickups are offered via curbside pickup only and customer are required to wait for an email confirmation before arriving to the warehouse to pick up their order.
Please note, we are also taking other additional precautionary measures to ensure the safety of our customers and employees. We have implemented additional, daily disinfecting procedures and conducted staff meetings sharing important personal protection information.
We appreciate everyone's cooperation during this time and hope this situation dissolves very soon with as little impact as possible. **
What will fit in a padded flat rate envelope?
The padded flat rate envelope shipping option is for DOMESTIC (USA) shipping only.
Items that may be shipped in this envelope are:
**NO CLAMSHELLS, CONTAINERS OR LIQUID DYE**
- up to 300 wicks* OR
- up to two 16 ounce fragrance bottles (flashpoint above 200°F)* OR
- up to five 8 ounce fragrance bottles (flashpoint above 200°F)* OR
- up to seven 4 ounce fragrance bottles (flashpoint above 200°F)* OR
- up to 20 one ounce fragrance bottles* OR
- 2 lbs. of wax* OR
- very small items like wick stickers or warning labels (no more than 500)
*THERE WILL NOT BE ROOM TO ADD OR COMBINE ADDITIONAL ITEMS
**PLEASE NOTE** If you have selected this shipping method and the items do not fit, we will notify you. This will result in an increased shipping fee, processing fee to change your shipping method ($3.50) and a delay in shipment.
Please check your order confirmation to ensure that everything is accurate, including shipping addresses and items ordered. An order confirmation email will be sent to the email address on file with the order. If something is incorrect, please contact us immediately. We cannot guarantee that we can adjust your order as all orders are processed immediately.
We accept Visa, Mastercard, Discover, American Express, and PayPal. Payment is due at time of purchase.
Payment Verification: You may be asked to provide additional information, a copy of the drivers license or state issued ID for the credit card holder, and/or we may need to verify the credit card number and contact the credit card company for charge verification to prevent fraud.
When making a payment via credit card: Please ensure that ALL of your information was entered correctly. Please especially make sure that the billing address and zip code matches what is on file with your credit card's issuing bank EXACTLY (including any abbreviations or punctuation). If this information is correct and your card is declined, please contact your credit card company.
If you attempt to process payment multiple times with an incorrect address or zip code, your bank may show the charges as pending and hold the money (even though the charges are actually 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 credit card company's discretion. We are not responsible for your repeated attempts to process payment, which may result in a hold on your funds.
Please plan ahead and order your candle making items well in advance of when you will need them. We have no control over how long UPS or the post office will take to get your package to you.
Processing & Transit Time - **we are currently experiencing long lead times & order delays. Please see the top of this page for details**
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
Additional Shipping Costs
Please note that we may bill you prior to shipping your order for additional shipping funds if our online shipping calculator did not produce an accurate quote. Our online shipping calculator is accurate most of the time, however we do reserve the right to collect additional money to ship your order for any reason. The most common reason is for lightweight orders that have large dimensions, such as glass jars and tin containers. We will never ship your order without collecting all necessary shipping funds beforehand.
We reserve the right to change the shipping method for your order at any time to allow for accurate coverage of shipping and packaging charges or to better suit the needs or requirements of the content shipped. Occasionally we will upgrade shipping to a faster service, without an addiitonal charge, but this is not common or guaranteed and is only done under certain circumstances. We currently ship to all 50 states in the US** and Internationally**. All orders are shipped via USPS or UPS. ***We are currently experiencing delays with order fulfillment & shipment. Please see the top of this page for details**
PLEASE NOTE: Unless specifically requested by you, the customer, we can authorize shipping carriers to release your package(s) without a signature at the delivery destination. If your package status shows delivered and you did not receive your package, it may have been stolen. We are not responsible for stolen packages. A delivery status releases us from all liability. If you would prefer signature delivery, you must put this in the comments section at checkout or give us a call before placing your order. Please note: We reserve the right to require signature delivery for any package at any time for any reason at our discretion.
Orders Not Received
If you did not receive your items, please contact the courier with your tracking number to inquire on where your package is.
PLEASE NOTE: 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). We are also not responsible for any damages to products incurred during transit. We ensure that all fragile items are packed securely. We advise you to contact the courier if you notice any damage to your items. Also, some wax is heat sensitive and may melt slightly during the shipping process, however this will not alter the quality of the wax.
UPS customer service: 1-800-742-5877
FEDEX customer service: 1-800-463-3339
USPS customer service: **we advise you to call your local post office** 1-800-275-8777
***All reports of lost orders must be provided to us, The Flaming Candle Company within 10 days of order ship date. If delivery confirmation has been provided by the courier, we are not responsible for any missing package or items from a package.
Order Mistakes/Errors Upon Receipt of Package
***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 5 days of receipt/delivery. We may require proof of error. We will not be able to make any adjustments after this time.
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.
Adding Items to An Order, Cancelling Orders (or changing an order in any way)
There is a fee of $3.50 to change or cancel any order after it is placed online. This is due to the labor required to unpack an order after it has been pulled and packed or readied for pickup. 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.
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.
Free Fragrance Sample
We offer a free 1 oz. fragrance sample for all orders over $20 before shipping and taxes. We will include a random scent if nothing is specified in the order comments section. LIMIT OF 1 FREE FRAGRANCE SAMPLE PER CUSTOMER PER DAY. Not all fragrances are safe for body products. Please see individual fragrance oil listings for body product safety information.
Product Safety, Pricing, and Information
Material safety & data sheets (and all available regulatory documents, with information originating from manufacturers) are always available to our customers (please reach out to customer service with any requests). We recommend obtaining SDS documents before using products (and IFRA & EU allergen docs as well before using something in a body product).
Our products are only meant for the purpose stated. Please ensure that you use caution with handling hot wax and chemicals (gloves, goggles and a ventilated area are highly recommended). None of our products should be used by children. Not all fragrance oils are safe for use in body products. Please see the detailed body product chart on each fragrance oil page to read the safety maximums in various body products. It is up to the customer to perform their own testing to ensure safety.
It is our goal to ensure our product pricing and information listed is up-to-date and accurate, however we are not responsible for any errors or omissions on our site. We reserve the right to cancel an order or items within an order where the pricing is found to be incorrect for any reason. Prices are also subject to change without prior notice due to fluctuations in market conditions.
Use Of Our Products and Advice/Help From Our Staff
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.
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 $100 automatically. In the event of a lost or damaged package, please contact us as soon as possible.
Absolutely NO fragrance oils with a flashpoint below 200°F can ship internationally.
We may require additional information or bank wire payment on some international orders.
UPS to Canada:
“Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 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.”
Order Pickup - **PLEASE WAIT FOR AN EMAIL CONFIRMATION THAT YOUR ORDER IS READY FOR PICKUP
Order pickup is available for customers in the metro Atlanta, Georgia area. The pick up location is in Hiram, Georgia. A valid photo ID and visual check of payment method is required at time of pickup.
Walk-In Orders - **THESE ARE CURRENTLY SUSPENDED AS OUR WAREHOUSE IS CLOSED TO THE PUBLIC
We, The Flaming Candle Company, INC. reserve the right to cancel an order at any time for any reason.
If you need to cancel an order, please email us immediately at email@example.com.
If the order has not shipped, we will cancel it at no charge to you. If the order has already shipped, our standard return and refund policy becomes effective.
In order to maintain the quality of our products, we are unable to accept returns on all wax, fragrance oils, liquid dyes, vybar, stearic acid, wicks, and any used items. We encourage testing prior to purchasing large amounts of an unfamiliar item. All other items may be returned within 30 days of delivery with prior authorization. Please contact us at firstname.lastname@example.org to obtain authorization on returns. There will be a 10% restocking fee on returned items to cover the cost of processing the order. The Flaming Candle Company will not be responsible for the shipping costs on returned items.
If you receive an order where we have made an error, please contact us within 5 days of delivery at email@example.com with the details.
If you receive an order that that has been damaged, do not accept it from the carrier. Should you not be available when the package is delivered and you receive it damaged, please contact us within 5 days of delivery at firstname.lastname@example.org. Please include a picture of the damaged items in your email to us, and retain all damaged items and packaging.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of The Flaming Candle Company, LLC or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of The Flaming Candle Company, LLC and protected by U.S. and international copyright laws. All software used on this site is the property of The Flaming Candle Company, LLC or its software suppliers and protected by United States and international copyright laws.
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CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.