Questions you might have or issues you might run in to!
When will my order ship?
At the minimum, I will get packages to the post office/picked up every Saturday. During the holidays, or as orders pick up, I will make more trips to get your packages out!
I also will post to our instagram account’s stories if I am doing a restock/an unplanned trip to the post office with a deadline to order by to assure yours goes out with that batch!
If there were to ever be a significant delay for getting your order out, I will reach out to let you know right away.
What is a “Safe Scent”?
My jar(s) broke during shipment. What do I do?
First off, I am so sorry this happened. Please let us know right away so we can make it right. As of right now, we have two options. We will refund the total cost of whatever broke and whatever tax may have applied. If everything broke, the full cost (product, shipping, tax) will be refunded. Most cases, we can send out a replacement if possible. We package everything up the best that we can, but unfortunately it sometimes may not be enough. So if anything breaks, please reach out.
You can also file a claim with USPS as each package is insured up to $100.
If you happen to snap a picture of the broken item(s), send that our way too so that we can see what might have happened to prevent it from happening again in the future.
The sides of my jar has spots in the wax that are lighter in color, what is that? Is my candle ok?
Yes! Your candle is fine! That is called frosting. Frosting happens in the cooling process after the candle is poured. It is common in soy wax, but I do everything I can to avoid it happening. Sometimes there is just a draft in the room I can’t control which can lead to frosting. But your candle is fine and will burn properly!
Any other performance issues:
If your candle does not seem to be performing properly (ie puts itself out, throws black soot, has no scent, making popping noises), make sure you are following the guidelines for proper burning. These can be found on the warning label on the bottom of each candle. Most problems are caused by either not trimming your wick between each burn or burning the candles too long. If you need help troubleshooting, get in contact with us for assistance! Every candle formula is tested before it is put up for sale.