Frequently Asked Questions
What are the wholesale minimums and requirements?
Wholesale orders are set at $500 per order. If you are interested in a wholesale account, send an email to email@example.com and someone will be in touch with you as soon as possible.
Can I place a bulk order?
Of course! We'd love to help you with that. We are able to process bulk orders quickly, usually within 7-10 business days and standard shipping takes 3-7 business days within the continental US. Shipping can vary based on the carrier. We use UPS and USPS as our primary carriers.
To inquire more about our bulk order process, please email us at: firstname.lastname@example.org
Do you have a corporate gifting program?
We would be happy to help with your corporate gifts. This would fall under our bulk order policy and pricing, and you can reach out to email@example.com for more information!
I entered the wrong shipping address! Can I change it?
We cannot change the shipping address for orders that have already processed at our warehouse (after you get tracking information or the item(s) have already shipped out of our warehouse. If your package was shipped via UPS you can request a redirect, although this may cause you to incur an additional fee from UPS. Kc Candle Company is not responsible for any mis-delivered packages if the wrong shipping address was entered during checkout, but we want to help! We are able to make changes to the order if it has not processed and been shipped. Email us at: firstname.lastname@example.org and we can work out a solution together.
How long does Shipping take?
Our standard shipping typically takes anywhere from 3-5 business days. This can vary if we are receiving any large number of orders and fall behind in production and shipping. In those situations, notice will be posted to to the website indicating any delays in shipping etc.
What happens if my package is lost or stolen?
We ship with only the most reliable carriers worldwide. Once the package has left our warehouse, Kc Candle Company cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company. Please contact the carrier assigned to your order and see if they have any insight as to where your package is. If they are unable to assist, please email us at: email@example.com so we can work with you to resolve this.
Please note that if the tracking information indicate the package was delivered, you will need to contact the carrier at that point to see where they may have delivered the package. We are not responsible for replacement etc in these situations.
Do we ship to APOs / FPOs?
Yes! We proudly ship to APO/FPOs and it is included in our flat rate shipping fee. Just a note from the USPS to help you ensure your package is addressed correctly:
Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.
PAYMENTS & BILLING INFORMATION
Will I be charged taxes?
Yes, you will be charged taxes if your address is located in the State of Tennessee.
We do accept orders that are tax exempt. These are for businesses or organizations that are tax exempt and going to use the products for resale, etc. You will need to email us your tax documents to firstname.lastname@example.org.
Why was my order cancelled?
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Kc Candle Company reserves the right to cancel any order.
When will I be billed?
You will be billed at the time you place your order, not when the item ships. We manage very quick processing times for all of our orders unless otherwise stated during check out.
RETURNS & EXCHANGES
My candle arrived broken!
We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasion, breakage does occur in transit. If this has happened, please send us an email at email@example.com with the following:
- Photos of the packaging and candle if possible and safe.
- Quantity of broken candles as well as the order number (ex. #9999) and we'll send a replacement ASAP.
- Please ask for a refund OR a replacement If you feel your candle has a manufacturer defect, please follow the steps above so we can solve your issue quickly!
I don't like the scents I ordered.. Can I exchange them?
We produce a lot of various scents and every person is going to have a different sense of smell. Some may not like the scents and some may love them.. It is just how it is. We work very hard to make sure that all of our products are produced with the highest quality materials including fragrance oils. Once you purchase candles, you own them. We try not to swap them out. It is highly encouraged that you read the description of the candles prior to your ordering them. Effective November 5, 2020, we will no longer consider swapping our candles that you do not like as far as the scent. This includes any partially used item and/or unburned candles.
If you have a question(s) that is not listed here, send us an email at firstname.lastname@example.org and we will get back to you as soon as possible.