Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We aim to get your order shipped out quickly! Orders placed on weekdays before 2 pm EST will typically ship the same day. Once shipped, please allow the following timeframes for delivery:
- Standard Shipping: 15-17 business days (Mon-Fri)
- Expedited Shipping: 7-10 business days (Mon-Fri)
- Rush Shipping: 3-5 business days (Mon-Fri)
Ship times may vary based on product availability, customized orders, and your location. If you need your order faster, expedited and rush shipping options are available during checkout for an additional fee. Tracking information will be provided once your order ships so you can follow its progress. Let us know if you have any other questions!
Creating an account on our website is easy and only takes a few minutes. Just follow these steps:
- Go to candlesay.com and click on “My Account” at the top of the page.
- On the account login page, click on “Create New Account”.
- Enter your email address and you will receive a registered email.
- Fill in your shipping and billing information.
- Click “Create Account” when finished.
Once your account is created, you can easily login on future visits to checkout faster, view order history, manage shipping addresses, and more! Let us know if you have any other questions about creating or managing your online account.
To update the shipping address on your Candle Say account, please follow these simple steps:
- Login to your account on our website.
- Click on “My Account” and select “Address Book” from the menu.
- Click the “Edit” button next to the address you want to update.
- Make any required changes to the address details.
- Be sure to click “Save Address” when finished.
The updated address will now be reflected as your default shipping address when you place future orders.
You can also add multiple shipping addresses to your Address Book and select the preferred one during checkout. Let us know if you need any assistance updating your account addresses!
After your order is placed, you will receive an order confirmation email with tracking information. To check the latest status:
- Sign into your account on our website
- Go to ‘My Orders’ and locate your order
- Click on the tracking number/link and you will be directed to the carrier’s website where you can view detailed tracking information and expected delivery date.
Tracking updates are also sent via email as your order progresses through fulfillment and shipping.
If you can’t locate tracking details, please contact our customer service team for assistance. We are happy to provide the status of your order and ensure it arrives safely and on time! Let us know if you have any other questions.
The security of your personal information is very important to us. When you make a purchase from our website, we transmit and store your credit card information securely using encryption and tokenization technology.
However, we do not keep full credit card numbers or CVV codes on file. Once your transaction is authorized, we only retain a masked version of your credit card number for reference along with expiration date and billing address.
You may choose to check the “Keep this card on file for faster checkout” box at checkout if you want us to securely store your masked card info to streamline future purchases. You can remove stored payment methods at any time through your account.
Let us know if you have any other questions about how we protect your personal and payment information!
Whether sales tax applies to your candle order depends on where you are shipping to.
For orders shipped to addresses in [State X], we are required by law to collect state and local sales tax at checkout. If shipping to any other state, no sales tax will be added.
The sales tax rate is based on the address given at checkout as well as any local taxes that may apply. Make sure your billing and shipping addresses are correct to ensure the proper tax rate is applied.
Please let our customer service team know if you have any other questions about sales tax on your order. We’ll be happy to explain the charges before you complete checkout.
We currently ship to over 50 countries worldwide! Some of the most popular international destinations we ship to include:
- United Kingdom
To find out if we deliver to your country, simply add items to your cart and enter your address during checkout. If we’re unable to ship to the address given, you will be notified.
International delivery times vary by destination and customs clearances. On average expect 7-21 business days for delivery. Tracking and insurance is provided for all international orders.
Let us know if you have any other questions about ordering or need help calculating shipping costs to your location!
For online orders, we try our best to ship all the items together in one package. However, there are a few circumstances where your order may arrive in multiple shipments:
- If one or more items in your order are delayed due to high demand or backorders, the in-stock items will be sent first while we fulfill the backordered items.
- For heavier orders, we may need to split into two boxes to meet carrier size/weight limits.
- Items like personalized or customized products may ship separately from the rest of the order.
- Rush processing on some items may result in a partial order shipping first.
If your order is sent in multiple packages, do not worry – you will only pay one shipping charge based on the original order total. We apologize for any inconvenience separate shipments may cause! Let us know if you have any other questions.
If you need to swap an item
Returns and Exchanges
We want you to be fully satisfied with every purchase. If for any reason you need to return an item, please contact us within 30 days of receiving your order.
Unused candles in their original packaging can be returned for a full refund or exchange. For customized or personalized candles, just the cost of the product itself is refundable.
To start a return, email customer service at email@example.com. We will provide instructions and arrange for pickup of the return shipment.
Please note that return shipping costs are the responsibility of the customer. All return items must be in new condition with original tags and packaging. Refunds are generally processed within 2-3 business days after returns are received.
More indo in our refund policy page.
We apologize if you received an incorrect or damaged item in your order. Please contact our customer service team right away and we will make it right!
The best way to reach us is by email at firstname.lastname@example.org. Let us know which item(s) you received incorrectly and we will send a replacement immediately.
If you wish to return the incorrect item, we will provide a prepaid return label so you can send it back at no cost. Once we receive it, we will issue a full refund or send the proper replacement – whichever you prefer.
Please hold onto all packaging materials and enclosures in case they are needed during the return process. We know receiving the wrong item can be frustrating and want to resolve it for you as quickly as possible! Our team is available 7 days a week for any issues with your order.
We sincerely apologize if any items in your Candle Say order arrived broken or damaged. Please contact us right away at email@example.com.
If possible, take photos of any damage to the Candle Say products or packaging for reference. Then let our team know which items were affected and we will ship replacements for those products immediately at no charge.
Alternatively, if you prefer a refund instead for the damaged Candle Say merchandise, let us know and we will process one promptly. You may keep the original damaged item or discard it. In some cases we may request the item be returned to inspect and prevent future issues.
Just provide your Candle Say order number and details on the damage, and our team will assist you promptly. We truly appreciate you bringing this to our attention and apologize again for any inconvenience. Please let us know if you have any other questions!
To initiate a return, please contact us first by emailing firstname.lastname@example.org. We will provide a return authorization number and details on where to mail your return.
For expedited processing, please send authorized returns to our company.
Be sure to include the return authorization number on the outside of the package along with your order information inside. Once we receive your authorized return, we will process a refund or replacement as discussed when you contacted us.
Please use a trackable shipping method with insurance when mailing returns back to ensure safe delivery. Return shipping costs are the responsibility of the customer. If you have any other questions about our returns process, just let us know!
We are committed to providing exceptional customer service. There are a few ways to get assistance with any questions or issues:
- Email us at email@example.com and we will respond within 24 hours. This is the best option for detailed inquiries.
- Chat live on our website during business hours. Look for the chat widget on any page to message us.
- Reach out on social media by DMing us on Instagram and Facebook @candlesay.
No matter how you get in touch, our knowledgeable team is ready to offer friendly, prompt support. Let us know how we can help make your Candle Say experience five stars!
If you realize you made a mistake with the shipping address right after ordering, please contact us immediately at firstname.lastname@example.org.
If we are able to catch the error before your order ships out, we can update the address directly.
However, if your package has already shipped to the original incorrect address, let us know the order details and we will do our best to intercept and redirect it. Additional shipping fees may apply.
If the order is delivered to the wrong location before we can intervene, you may need to arrange with the recipients to have it forwarded to you or returned to sender. In that case, please contact us so we can ensure you receive your full order properly.
We sincerely apologize for any inconvenience caused by entering the wrong shipping address. Please reach out to our customer service team and we’ll work hard to make it right!
We understand that sometimes you may need to revise an order you already placed. Here are the policies on making changes:
For minor updates like changing shipping speed or adding gift options, please contact us at email@example.com within 2 hours of ordering. We can often accommodate small tweaks if the request is received promptly.
To cancel an order, email firstname.lastname@example.org as soon as possible. Orders can be canceled at no charge up until processing and fulfillment begins. Once an order enters production, it may only be possible to return items for refund after delivery.
For customized or personalized orders that have entered production, cancellations and changes may not be possible. Please reach out to customer service right away so we can advise if your request can be accommodated.
While we always try our best to honor modification requests, we cannot guarantee changes can be made once an order is in process. Please let us know immediately if you need to revise your purchase so we have the best chance of helping.
Yes, we do offer the ability to pre-order select items that are sold out or on backorder. This ensures you reserve the next available inventory.
When placing your order, any out of stock items will be clearly labeled with an expected restock date on the product page. Simply add the item to your cart to pre-order.
Once that item is back in our warehouse, your full order will automatically ship out. You won’t be charged until all items are ready.
Do note that pre-order dates may occasionally shift due to unexpected delays with the manufacturer. We’ll keep you updated on any changes to arrival estimates.
If you would prefer not to wait, you can always cancel any pre-ordered items from your cart or by contacting customer service. Let us know if you have any other questions!