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Customer Help - FAQ

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FAQ - Common purchase queries answered

Orders and Shipping

Once your order has shipped, we will send you a notification that will include tracking information. If you misplaced or did not receive this email, please log into your account page, click on the order and your tracking information will be there.

Canadian Orders of $99 qualify for FREE SHIPPING! Most Canadian orders over $99 and USA orders over $125 qualify for free shipping. Newfoundland/Labrador, Territories and P.O. boxes are excluded from free shipping; however, you will still receive our highly discounted shipping rates.

Free Shipping orders are calculated after all discounts/coupons are applied and are before any taxes.

We ship most orders via UPS, Purolator, Fed Ex, ICS Canpar and other major couriers. Canada Post may be used for P.O. boxes or non-courier locations.

FLAT-RATE SHIPPING IN CANADA
Flat rate shipping starts at $9 and varies depending on location, address type, and order quantity. Newfoundland/Labrador and Territories are excluded but will receive our highly discounted rates. Rates are posted at checkout.

U.S. SHIPPING
Shipping to the USA qualifies for FREE Shipping on orders of $125, and $17 Flat-Rate Shipping on orders over $59. Any orders below $59 ship at our highly discounted shipping rates. While most order ship without any additional fees, any duties/taxes/fees are the responsibility of you, the purchaser.

All shipping rates are posted on our shopping cart/checkout. Expedited shipping is available at discounted rates where the shipping address permits.

Wholesale Shipping
Wholesale orders, depending on size, usually require 7-12 business days to process. Shipping times are approximately the same as above.

INTERNATIONAL SHIPPING
We currently do not sell or ship internationally other than to the United States. 

Processing Times:
Current processing times from when your order was placed to being ready for shipping are usually 1-3 business days. During peak seasons processing times can take 3-5 business days.

Shipping times depend on the location and method of shipping chosen. For orders within Ontario and Quebec, most orders take 1-2 days to be delivered. For orders to Eastern/Western Canada, and to the USA, shipping can take 3-5 days or more. If there are backorders or shortages in any order, you will be notified and given the opportunity to wait, receive a refund for the item(s) in question, or cancel your order. 

With the supply chain having many obstacles as of late, delays can occur. We have, however, taken as many steps as possible to avoid any delays.

Please feel free to contact us with any questions you may have. Reach us Here

Wholesale orders
Wholesale orders, depending on size, usually require 7-12 business days to process, and shipping times are approximately the same.

Shipping times depend on your location and the method of shipping chosen. For orders within Ontario and Quebec, most orders take 1-2 days to be delivered. For orders to east/west Canada, and to the U.S. it can take 3-5 days or more. If there are backorders or shortages in any order, you will be notified and given the opportunity to wait, refund the items in question, or cancel your order. 

With the supply chain having many obstacles as of late, delays can occur. We have however taken as many steps as possible to avoid any delays.

These shipping times do not include order processing times, which are extra.

You can create an account by simply clicking on the My Account link, or during the checkout process.

Please login to your account where you can make all the changes to your personal information, including your address.

All transactions are in Canadian Funds unless the USD currency option is selected

We accept all major credit cards, Apple Pay, Google Pay and debit/eTransfer to process all payments. Bank payments can be made using Apple Pay or Google Pay. We are unable to manually accept credit card payments at this time.

We do not store any credit card information on our website. We use Stripe’s state-of-the-art secure payment processing solutions to process all of our orders. 

As a Canadian company, we charge the appropriate sales tax required by each province.

USA customers are not charged tax by us. However, you may be required to pay duties, taxes or fees imposed by your country.

We currently only sell and ship to Canada and the United States.

All orders will normally be shipped in one package. We may need to send your order in multiple orders if backorders from one warehouse require us to use other fulfillment centres to complete your order.

Wholesale orders on average take 7-14 business days to process. Larger wholesale orders that require additional components to complete can take slightly longer. Please feel free to reach out before placing your order and we will verify the times with you.

Most couriers are able to deliver your order within 1-4 business days.

Mistakes do Happen
Please double-check your order prior to finalizing it in the shopping cart, as major modifications after the order has been placed are not possible. If you chose the wrong scent and wish to make a change, you must notify us immediately. This is subject to availability and if your order has been processed and sent for shipping.

You are able to cancel your order as long as you request this prior to your order being shipped. A 10% restocking fee may apply to all cancelled orders.

Wholesale orders cannot be cancelled once the order has begun processing. 

All the help you need

Questions, Info and Returns

We take pride in using the purest and finest materials to make our soy products. To ensure safe use and maximize burn time, it is crucial to follow the National Candle Association’s recommended guidelines. Failure to comply with these guidelines may result in reduced burn time or serious injury.

To ensure safe use:

  • Always place the candle on a heat-resistant and protected surface, away from flammable objects, and out of reach of children and pets. Use holders designed for the particular candle style and avoid drafts and direct sunlight.
  • Keep the wick trimmed to 1/4 inch, centred, and free from trimmings or foreign objects. Avoid leaving any object inside the candle, as it can create an extremely unsafe situation.
  • Discontinue use when the wax is 1/2 inch from the bottom of the container.
  • Avoid letting the candle flame touch the glass. If the wick moves or becomes unstuck, stop using the candle and contact us.
  • Handle the glass carefully as it becomes hot, and never move a lit candle or one with hot wax.
  • Do not leave a burning candle unattended and keep it within sight at all times.
  • Always burn soy candles until the wax melt pool reaches the edges of the glass. If the melt pool exceeds 1/4 inch, discontinue use. Once cooled, trim the wick and relight.
  • Do not burn the candle for more than 3 hours, as the wax and glass may become too hot, leading to unsafe situations such as glass breaking.
  • Check the glass for any defects before each use. Do not use it if there are any defects.

We provide these safety and burning tips for general information only and will not be responsible for any loss or injury resulting from product use. For additional safety information, please visit the National Candle Association’s website.

All of our products are carefully inspected and checked before and during shipping. However, we are human and errors can occur. Once your order arrives, please carefully inspect all items to ensure they are free of defects and no item processing errors occur. If you do find any errors or challenges, please reach out to us within 3 days of the delivery and we will make it right. 

Please note that due to extremely high shipping costs, no items will be returned or replaced by us. If errors or defects have occurred with your order, we will happily refund those items. Please be sure to take pictures of any defects for us to process the refund.

If you need to reach us for additional info or to start a refund, please reach out to us here

We are here to help and to ensure you are always 100% satisfied with your purchase. There are many ways for you to receive help including live chat(coming soon), or email.

Reward Points Program
Signing up is free and easy. Simply create a free account with us and start earning with your first order. 

I forgot to log in before I placed my order.
It happens. We know sometimes you’re so excited to place your order you forget to log in. If this happens, please create a new account if you haven’t already done so, and send us a note letting us know. We will be sure to add the points from that order to your account. 

I forgot to use my points
Unfortunately with this one, we cannot redeem them for you. The good news is you now have more points to redeem for even more savings on your next order. 

If you made an error in your shipping information, please notify us immediately and provide the correct information. Please also log in to your account page and make the required change there as well.

If you do not advise us of this necessary change, you are fully responsible for the error, including the potential total loss of the package and/or the cost to return and resend your order.

Unfortunately, we currently do not allow for the ordering of most back-ordered items at this time. If a backorder is available, it will be clearly stated on the product page.

Are They Really Made In Canada?
Absolutely! All our soy products are made in Ontario, Canada. We are committed to ensuring you receive only the highest quality Canadian-made soy candle products on the market.

Do we offer wholesale? We certainly do! Please see our wholesale page for all the details and you can sign up on the spot. Minimum ordering is required. 

We offer you …

  • the highest quality Canadian-made pure soy products, which use 100% renewable soy wax
  • a clean-burning, practically soot-free soy candle and soy dot
  • an affordable product widely used in homes and businesses
  • a product that is unique and sure to be a hit with your customers
  • a low $300 minimum order requirement
  • and most importantly, our aggressive wholesale pricing with discounts ranging from 30% to 40% off MSRP, based on volume

All of our soy products are meticulously hand crafted, with each item receiving our full attention to guarantee exceptional quality. Our dedication to excellence ensures that you receive the finest soy products on the market.

Soy wax is derived from soybeans, a renewable resource grown in North America. Compared to paraffin candles, which emit harmful toxins, this vegetable wax burns cleaner and is much more environmentally friendly. In fact, soy wax is biodegradable and has a low impact on the environment.

It’s important to avoid paraffin candles because they’re made from a petroleum by-product, namely refined gasoline. The Environmental Protection Agency warns that burning paraffin wax can release toxins, including two that are known cancer risks with repeated exposure.

See our post on soy wax to learn even more 

or click on the chat button ->

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