FREQUENTLY ASKED QUESTIONS
Q. What are Homesick Candles?
A. Our company was created by a group of friends who relocated from states they still feel close to. We worked hard to perfect the scent of each state to create that feeling of home, wherever you may be.
We hand pour each of Homesick Candle, using materials 100% made in the USA. We use some of the finest ingredients and materials to bring you a premium product.
ABOUT OUR CANDLES
Q: Do your candles have any unnatural or harmful ingredients?
A: No! We are proud to use only the finest materials, natural soy wax and high quality cotton wicks. Our scents are created from real ingredients like sage and peach. Even the glass container is 100% food grade quality and can be repurposed after a thorough wash.
Q. I have allergies; can I safely use your products?
A. Our candles are perfectly safe for most individuals suffering from allergies. The candles burn clean and the fragrance does not irritate most allergies. As with all candles, the product is not meant to be used outside of its intended purpose (meaning don’t eat it!)
Q: Will you do other products?
A: Yes! We will! Candle development can take several months, but we are actively developing new products so continue to check back! If you'd like to know when we are releasing a new Homesick Candle, please sign up for our Newsletter.
Q: Can I include a gift message?
A: Yes, we are able to include a gift message of up to 360 characters. This option will be available during the checkout process. If a gift message is included, the price will not show on the package slip. Don’t forget to add your name so the recipient will know who sent them a thoughtful gift.
Q: Can you edit my gift message?
A: We're only able to edit gift messages within a very small window. Please contact us ASAP and we'll do our absolute best to accommodate your request. You can send us a message at: email@example.com
Q: Will I be charged taxes?
A: Yes, you will be charged taxes if you are shipping to Pennsylvania, Massachusetts and New York.
Q: Can I edit, change or cancel my order after it is placed?
A: We process orders very quickly in order to ensure the fastest delivery possible. If your order has not started processing, we will do our best to accommodate all update requests. Once your order has gone into a processing queue, we cannot make any changes. Please check all information very carefully before placing your order. If you discover a mistake, please contact us ASAP.
Q: I entered the wrong email address, can you change it?
A: We can update your customer profile, however we have a very short window of time to be able to edit orders before they go into processing where they cannot be changed. If the order cannot be changed, your shipping confirmation email will be sent to the original email address.
Q: My billing address is wrong. Can you fix it?
A: For security purposes, we unable to change billing addresses. If you feel an error was made, please contact us to cancel the order and place a new one.
Q: I ordered the wrong candle. How do I get the correct one?
A: Yes! You can request a return for the original order and you will need to place a new order. We’re happy to help! Please reach out to us at: firstname.lastname@example.org
Q: What forms of payment do you accept?
A: We accept all major credit cards, PayPal and Amazon payments. We do not accept cash, check, Venmo, or money orders.
Q. Why was my order cancelled?
A: Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Homesick Candles reserves the right to cancel any order.
Q: When will I receive my Homesick Candle?
A: Most orders are processed within 1 - 3 business days following order placement, unless otherwise stated during the checkout process.
Occasionally we will accept back-orders on special items. If you have selected a candle that is back-ordered, the estimated ship date is visible when you scroll over the Add to Cart button on our website. Orders with one or more items that are back-ordered will ship when items are available so you may receive more than one shipment. Back-ordered stock is usually ready to ship within 1-2 weeks from the date we receive the order.
Q. How long does shipping take?
A. Once your order leaves our warehouse, standard shipping takes 2 - 7 business days for delivery on domestic orders. We do not ship on weekends or on Federal U.S. holidays.
Orders shipping to military base APO/FPO will take additional time. Transit time varies by location, so please refer to your tracking number when you receive it.
Q. Do you ship to APO/FPOs?
A. Yes! We proudly ship to APO/FPOs and it is included in our flat rate shipping fee. Just a note from the USPS to help you ensure your package is addressed correctly:
Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.
Q: How much does shipping cost?
A. We offer low, flat rate shipping for $4.95 on all standard orders within the continental U.S. We try to keep shipping rates reasonable while ensuring your candles are delivered in the most efficient, reliable way possible – we appreciate your understanding.
Q. Can I select the carrier at checkout?
A. Currently the most efficient shipping method is automatically selected for you and cannot be changed. You will receive a shipping notification with tracking numbers when your order ships. Carrier options will vary based on destination.
Q. Can I expedite my order?
A. We are working as quickly as possible to fulfill your order, but unfortunately we cannot expedite orders at this time.
Q. How do I know if my order has shipped?
A. You will receive an automated email with all the tracking details as soon as your package has gone out. Just a note, once the package leaves our warehouse, the customer is responsible to work with the carrier.
Q: My tracking number doesn't work. Can you help me track my package?
A: Please allow at least 24 hours after you've received your tracking number to track your package. Note that some carriers reuse tracking numbers so don’t be confused if you enter this number and see that your package was delivered 2 months ago. Simply allow the carrier to refresh the feed and check back. If the tracking does not populate, please contact us and we'd be happy to help!
Q: I entered the wrong shipping address! Can I change it?
A: If we are able to edit your order, we will happily assist. Unfortunately, we can only correct shipping addresses within a very small window after an order is placed. We cannot change the shipping address for orders that have already gone out, and the U.S. Postal Service is not able to change delivery addresses once an order has been shipped. If your package was shipped via FedEx or UPS you can request a redirect, although this may cause you to incur an additional fee. Homesick Candles is not responsible for mis-delivered packages if the wrong shipping address was entered during checkout, but we want to help! Email us at: Help@homesickcandles.com and we can work out a solution together.
Q: What happens if my package is lost or stolen?
A: We ship with only the most reliable carriers worldwide. Once the package has left our warehouse, Homesick Candles cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company. Email us at: Help@homesickcandles.com so we can help you resolve this.
Q: How do I return my candle?
A: If you are not satisfied with your purchase, you can request a return or exchange within thirty (30) days of purchase if the candle is in the original condition and packaging. Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.
If you'd like to return or exchange your candle, please send us an email at email@example.com and include the reason for return and the order number. We will send you a prepaid return label and a Return Merchandise Authorization (RMA). If you chose not to use the prepaid label and ship on your own, we cannot be responsible for those shipping costs.
Our warehouse team will inspect your returned order and ensure it arrived safely and undamaged. Please allow up to 10 days after we receive your return or exchange to process the refund. Your financial institution may require additional time to post your refund to your account. If the candle does not arrive at our warehouse, or arrives damaged, we're unable to offer a refund. Original shipping charges will not be refunded.
Once requested, exchanges are shipped from our warehouse within the standard processing time of 1-3 business days, if item is in stock.
You’ll receive a confirmation email once your return or exchange has been processed
Please allow additional return shipping time for returns from military bases (APO/FPO).
Q: My candle arrived broken! What do I do now?
A: So sorry that happened! Please send us an email at firstname.lastname@example.org with the following:
- Photos of the packaging and candle if possible and safe.
- Include the order number in the email subject: Broken Candle, [Order Number]" (ex. Broken Candle, #1029.1
- Quantity and State of broken candle, as well as the order number (ex. #9313.1) and quantity/type of broken candles and we'll send a replacement ASAP.
- Please ask for a refund OR a replacement
International Orders and Shipping
Q. Do you ship to other countries?
A. No. At this time we only ship within the United States.
Q: What if I want to order a bunch of candles?
A: We sell candles in bulk to retailers, events, and more! Please email us at: Sales@homesickcandles.com for more details.
Please reach out to us at email@example.com with any additional questions! We ask that you include as much detail as possible within your request to help us turnaround a quick response!
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150 W 22nd St
New York, NY 10011
For any press inquiries please reach out to firstname.lastname@example.org.