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Candles of the Earth Fragrance Oils & Supplies Company Policy & Information

MINIMUM ORDER: There are no minimum order policies. Shipping charges will be added to each order as well as any necessary shipping insurance. If you are one of our wholesalers please contact us using our contact form, or by phone at 503-544-7117.

ORDERING:  We are an online only company. We do not have a retail location or a brick and mortar store open to the public.

Orders may be placed by phone during business hours or 24 hours a day through our secure online shopping cart. Please leave your name and a valid phone number for us to call you back to help you with your order. (Please do not leave orders on the voice mail system). If sending payment with order, please call ahead for your total with shipping. We cannot guarantee online orders to go out the same day in every case. A $5.00 rush fee may be added to your order if you need it filled immediately and sent same or next day.

When ordering, please have your order ready, and make sure it is complete.  Since orders are processed immediately, once your order is placed it cannot be changed! Any additions will be treated as a new order and will be shipped separately.  Please refer to the web site pages when ordering, and give the product name & item number for each item being ordered.  Make sure to relate any special shipping instructions at time of order.  Credit card orders are filled and shipped out as soon as they are processed.  If you do not want to use PayPal you can still go through the checkout process and opt not to use PayPal and just use your credit card as you normally would at any store. Payment by mail USPS orders ship once we receive payment.  Hold for payment orders must be paid with a Money Order or Certified Cashier's Check.  Once order is placed we will process and give total with shipping so you may send the correct order total to be paid.  The order will be packed and held until payment arrives.  We can only hold packages for 2 weeks, at which time they will be unpacked and returned to stock.  Unclaimed orders will be billed a 15% restocking fee.  We are not responsible for any delays due to credit card declines, check declines, or PayPal approvals or inclement weather.

Some orders will need a day or two lead-time to be made as many of our products are made fresh such as candles and body products. Any products that are ordered and in stock will pulled from stock. We are open Monday through Friday and are closed weekends and all holidays.

ORDER CANCELLATIONS: Any orders that are placed cannot be cancelled after 2 hours of placing. If cancelled after the 2-hour time frame then an Order processing Fee will be charged of 5% of the entire order. It is very time consuming to unpack the order. Please make sure that you have your order and it is complete and correct. It is a good idea to take your time and triple check your order completely.

CREDIT CARDS:  The name on the credit card must match the name on your account, and the address must match the billing address of your credit card.  If the shipping address is not the same as the credit card billing address, please note this when ordering. In order to prevent mix ups and to protect against fraud, we no longer keep credit card numbers on file in our shopping cart or in the office, so you will need to give your number each time you order.

TERMS: All orders must be pre-paid before shipping.  We do not offer any credit terms.

AVAILABILITY / STOCK / BACKORDERS: We make every attempt to keep all products in stock, but we cannot guarantee their availability. Out of stock items will not be back ordered. If any items are out of stock, we will attempt to contact you by e-mail or phone for instructions.  At that time you will be given options of choosing alternate items or canceling those items.  If we cannot contact you before the end of the next business day, your order will be shipped without those items and you will need to re-order them at a later date.  We will be happy to add you to a waiting list and notify you when those items come in so you can re-order.  We cannot be held responsible for any situation that may arise due to an item being out of stock.  Items that need to be special ordered, such as bulk fragrances, etc. may require a deposit and cannot be cancelled.  Please allow ample time for special orders to arrive.

SHIPPING: We do not ship C.O.D. All orders in the continental United States and Canada are shipped USPS Flat Rate or Priority and FedEx if it is a really large item or you request your shipment to be delivered by them. Shipping rates are based on the weight of the packaged order. All Flat Rate & Priority  USPS and Fed Ex will be shipped a day or two after your order depending on the time the order is placed. Fed Ex Ground and Home Delivery orders are not guaranteed by a certain day, and therefore cannot be reimbursed for if late.  Rush orders will be charged the current USPS and FedEx rates on specified method  (Next Day, 2nd Day, 3rd Day, or Next Day Saturday Delivery) plus a $5.00 rush service charge. You may use your order number (invoice #) to track your package on our website.  Multiple box shipments sometimes arrive a day apart.  Give the packages at least 1 extra day to arrive before calling for a tracer.

When choosing a shipping method offered by USPS or Fed Ex, please make sure you choose the correct method of shipping as to not incur additional fees. Fed Ex Ground is for Commercial Addresses which must be a brick and mortar retail store and have the name of the business and its business phone number for that shipping address. If your order is being shipped to your Residence or your Home-Based business in your Residence, you MUST choose Fed Ex Ground-Home Delivery. If you choose the Commercial option of Fed Ex Ground and you are actually shipping to a Residential Address, you will be charged a fee of $10…No Exceptions. We are not responsible for misdirected shipments of that nature.

Q: What happens if I ship my candles during the Summer months?

A: We are not responsible for candles shipped during the hot summer months, this is not covered by shipping insurance. We have yet to have an issue, but want to give you a heads up that some candles will sweat in the heat. We pack all of our candle orders in a manner as to keep them cool and use a Flat Rate Box or Priority Shipping so it will get there in 2-3 business days. We will always ship all orders at the beginning of the week so that they do not sit around in a warehouse or on a truck over the weekend. Please make sure that you ship to a location where there will be a person to receive and take the candle order delivery inside, out of the heat and keep it in a cool place. All of our jars have tight fitting lids. Please look through the jar to see that the candle is fine before opening. Please contact us if you should have a problem.

DELIVERY: See our shipping page for the estimated USPS and FedEx ship time to your area.  Please do not miss your delivery.  Make sure your shipping address is accurate. If the carrier is unable to make delivery for any circumstance other than our error, you will be responsible for the cost of re-shipping your package , no exceptions. Any packages returned to us due to customer refusing delivery will be billed for the shipping charges incurred, plus a 15% restocking fee unless refused due to an error on our part.

DAMAGED SHIPMENTS: If your package does not arrive in acceptable condition, Do Not Accept it from the carrier.  Contact FedEx at 1-800-463-3339 IMMEDIATELY if there is any damage, spillage or breakage. All packages leave our warehouse in good condition.  Our responsibility ceases upon delivery of our goods to the carrier. You must get a Claim number from the carrier. You may open the package to inspect if the outside of the package is damaged. The carrier will want to inspect the package so please do not remove any items from inside the package. Leave it as is for them to inspect. Please contact us also. 503-544-7117 and email picture of damaged package also. Thank you.

RETURNS: All sales are final. Merchandise is not returnable under any circumstances, unless shipped by error on our part. No returns, exchanges or store credits.

All orders are triple checked for accuracy. This policy is for your own benefit and protection and so we can ensure the high quality of our products.  With this policy in effect, you can rest assured that the products you buy from us have not been contaminated by any outside sources.

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