Return to Home Page
Frequently Asked Questions
1. How do you ship my order? At the present time we ship within the United States by DHL Ground or by UPS Ground by ordering online. We ship to a P.O. Box through the United States Post Office.
2. How soon will I receive my order? You should receive your order within 5 to 7 business days from shipment date.
You may order online for orders shipped within the United States of America only at this time. (All shipping charges are calculated automatically by our Shopping Cart). All orders of stocked items are shipped within 1-3 business days of order placement. Delivery time will depend on product availability and shipping time. Orders are generally filled and shipped within 24 hours. Please allow extra time for delivery during holidays. If there is an unusual delay in filling an order, we will notify you by e-mail. If an ordered item is back ordered, we will notify you via e-mail and send the order and ship the back ordered item when it arrives.
3. How much will shipping charges cost? Below is our shipping table for our candles and accessories. Orders for Cathy's Concepts and Carlson Craft products are a seperate checkout and shipping charges are different than these below. Orders under our candles and accessories over $49.00 will receive Free Shipping! If you are outside the Continental United States and are interested in our products, send us an email and inquire as to how much additionally it will cost to ship to you. This will be an extra shipping charge on top of what is listed below. The additional shipping charge will be emailed to you and will be processed seperately. Cathy's Concepts and Carlson Craft products automatically calculate the outside the United States shipping costs. We ship to the address you specify when you place your order. If you give us the wrong shipping address or if you ask DHL or UPS to drop off your package at a different address while your package is in transit, you will be charged the cost of a handling charge that DHL or UPS charges us.
Shipping Table For Shipments Within The Continental United States:
Order Total - $0.00 - $15.00 = $5.50
$15.01 - $30.00 = $6.75
$30.01 - $49.00 = $7.50
Over $49.00 = FREE SHIPPING
4. What is your return policy? Should you receive a product that is damaged, please contact Candle Wick at 817-571-2850, Monday through Friday 10:00 a.m. - 8:00 p.m. CST and Saturday 10:00 a.m. - 6:00 p.m., or by email at email@example.com within 24 hours of receiving damaged product and we will assist you. To receive a full refund and return unwanted merchandise you must return your purchase within 30 days and must have an authorization number from Candle Wick. Your purchase must be returned in new condition (UNUSED) with original packaging and accessories. We will post your refund to your credit card account upon receipt and inspection of returned merchandise. Candle Wick is not responsible for shipping charges incurred on returning merchandise. Under no circumstances will a refund by made on used products.
5. Can I order from your other web sites? Yes you can, but it will be seperate orders and transactions. You will incur shipping charges based upon each web sites shipping rates. You will be ordering from different shopping carts. Both are secure web sites. Candle Wick has one site at www.candlewickbedford.com (one you are on now) which is our candle lines and gifts, www.candlewick.cathysexpress.com which is our wedding line by Cathy's Concepts of wedding accessories for your wedding and reception and personalized gifts. If you are interested in ordering from www.candlewick.cathysexpress.com, please read our FAQ's section on that web site. Our web site for Carlson Craft products which include invitations for all occasions, holiday greeting cards, business products, promotional products is located at www.candlewick.cceasy.com.
6. Is it safe to order on your web site? Candle Wick makes every effort to protect the security of your personal information. Our Web site is hosted on secure servers and utilizes SSL secure server software. Any personal information that you provide is encrypted so that no-one can read it while it is being transmitted over the Internet. Any information collected by us is never shared with anyone. When placing your order you will see the yellow "padlock" in the lower right hand side of your computer screen.
7. What if I have more questions? Call us at 817-571-2850 or email us at firstname.lastname@example.org and we will be happy to assist you.