Frequently Asked Questions (FAQ)

Welcome to the Candle Waxes FAQ page. We are dedicated to providing high-quality supplies for your candle-making and crafting projects. Below, you’ll find answers to the most common questions about our products, ordering process, and policies.

1. What products does Candle Waxes offer?
Candle Waxes specializes in a wide range of professional-grade supplies for crafters and artisans. Our core product lines include:

  • Candle Waxes: A curated selection of premium waxes, including soy, paraffin, palm, and specialty blends like our popular Pillar of Bliss Wax, designed for different applications and finishes.
  • Fragrance Oils: An extensive library of high-quality, skin-safe fragrance oils, from beloved classics like Black Raspberry & Vanilla to unique boutique scents like Narcissist and The Perfect Man.
  • Candle & Soap Making Supplies: This includes wicks, colorants (dye chips and blocks), melt and pour soap bases (like Goat’s Milk), containers, and essential tools to complete your projects.
  • Bath & Body Ingredients: We carry ingredients and supplies for creating luxurious bath bombs, lotions, and other body care products.

2. How do I place an order?
Orders are placed exclusively through our official website, thecandlewaxes.com. Simply browse our catalog, add your desired items to the cart, and proceed through our secure checkout system. You will receive an order confirmation via email once your purchase is complete.

3. What are my payment options?
We accept all major credit cards (Visa, Mastercard, American Express, Discover) and PayPal for secure and convenient checkout. All payments are processed through encrypted, PCI-compliant systems to ensure your financial information is protected.

4. What is your shipping policy?
We ship from our dedicated facilities within the United States.

  • Free Shipping: We offer free standard ground shipping on orders over $125 within the contiguous U.S. (before taxes and after discounts).
  • Shipping Carriers: We primarily ship via reliable carriers like FedEx and USPS. Rates and delivery times are calculated and displayed at checkout based on your location and order size.
  • Ownership & Risk: Once your order is handed to the shipping carrier, the responsibility for the shipment transfers to you. Please ensure your shipping address is accurate, as additional fees may apply for packages returned to us due to address errors.

5. Do you ship internationally?
Due to complex international regulations, we do not ship directly outside of the United States. Many of our international customers successfully use a freight forwarding service. If you choose this option, you can place your order using PayPal and ship it to the address provided by your forwarder. Please note that Candle Waxes is not responsible for any customs, delays, damages, or lost packages once the order is delivered to the freight forwarder.

6. What is your return and refund policy?
For safety and sanitary reasons, all sales on fragrance oils, waxes, colorants, and bath & body ingredients are final. We cannot accept returns of these opened or used products.
However, we fully support you if:

  • An item is missing from your shipment.
  • You received an incorrect product.
    Any such issues must be reported to us within 72 hours of delivery. Approved claims for incorrect items require the unopened product to be returned in its original packaging for inspection. Refunds, when issued, will be credited to your original payment method. Please note that original shipping charges are non-refundable.

7. What should I do if my package is damaged, lost, or stolen?

  • Damaged Packages: Contact our customer support team immediately upon receiving a damaged package. We will assist you in initiating a claim with the shipping carrier.
  • Lost or Stolen Packages: For packages marked as delivered but not received, we recommend first checking with neighbors and your local postal carrier. If you suspect theft, please file a report with your local police department. While we will assist by providing tracking information and initiating a carrier investigation where possible, Candle Waxes cannot be held liable for packages lost or stolen after delivery confirmation is provided by the carrier.

8. Can I cancel or change my order after placing it?
To ensure efficient processing, orders cannot be canceled, modified, or combined once the purchase is submitted. We encourage you to review your cart carefully—including items and shipping address—before completing your order.

9. Are your fragrance oils safe for candles and skin products?
Our extensive line of fragrance oils is specifically formulated for use in candle making and, unless otherwise explicitly noted, are also skin-safe for use in soap and lotion at recommended usage rates. Always refer to the individual product’s specifications and IFRA sheet for detailed safety information and usage guidelines. We recommend conducting a small test batch when trying a new fragrance.

10. How can I get help with a product or order question?
For the fastest service, please use the contact form available on our website. Our dedicated customer support team aims to respond to all inquiries promptly. You can also find a wealth of tutorials, usage tips, and inspiration on our website’s blog and resource sections.

Thank you for choosing Candle Waxes for your creative journey. We are committed to providing the quality products and support you need to craft something wonderful.