FAQ – Homesick Candles

FAQ


Frequently Asked Questions

DELIVERY

Q: When will I receive my Homesick Candle?

A: Holiday shipping note: For items in stock, orders must be placed by December 15th to ship in time for Christmas delivery (domestic US only). Please allow 2-3 days from the time you submit the order until you receive shipping confirmation with tracking details. Shipping times vary so please refer to your shipment tracking information. Average transit time is 2-7 business days.

Out of stock items: Christmas delivery is not guaranteed for out of stock items. Please carefully review the product description and backordered indicators during check out. Currently, out of stock items will ship after December 20th and are not guaranteed for Christmas delivery.

Most orders are shipped within 2 - 4 business days following order placement, unless otherwise stated during the checkout process. We do not ship on weekends or on these U.S. holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the day after Thanksgiving, and Christmas Day. Orders shipped via USPS will not ship on holidays observed by the U.S. Postal Service, such as President’s Day, Martin Luther King Jr. Day, etc.

DOMESTIC (U.S.) SHIPPING METHODS:

Once your order leaves our warehouse, standard shipping takes 1 - 5 business days for delivery. We are able to ship APO/FPO.

INTERNATIONAL SHIPPING METHODS:

  • International Standard: Usually delivers within 2-4 weeks, although sometimes it can take longer due to delays in customs. No tracking information is available for orders shipped outside the U.S. International and military orders may experience delays in shipping due to inbound and outbound processing.

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. If the tracking does not populate us, please contact us and we'd be happy to help!

Q: I entered the wrong shipping address! Can I change it?

A: 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. 

Q: What happens in my package is lost or stolen?

A: We are not responsible for lost or stolen packages.  Please contact the shipping carrier for more help on this matter.

ORDERS 

BACKORDERS

Q: What happens if I order something that is backordered?

A: We are actively managing backorders and communicate the estimated shipment date by rolling over the 'ADD TO CART' button on the state you've purchased. As soon as your back order item ships, you will receive an email with tracking details!

GIFTS

Q: Can you confirm my gift message was included?

A: Yes, we are able to confirm whether your gift message made it into the order. Please reach out to help@homesickcandles.com.

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.

Q: Will I be charged taxes?

A: Yes, you will be charged taxes if you are shipping to Pennsylvania and New York.

Q: Where do I enter a gift message?

A: You can enter a gift message during the checkout process!

Q: How do I make sure the price isn't included in the packing slip?

A: The only way to ensure the price is not included on your packing slip is to add a gift message during the checkout process. If you'd like the recipient to know who the order is from, please include your name in the gift message. 

ORDER ADJUSTMENTS

Q: Can I change or cancel my order after it is placed?

A: We process orders very quickly in order to ensure the fastest delivery possible. Because of this, we usually cannot change or cancel your order once it has been submitted. Please be sure to 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: Unfortunately, we unable change email addresses after an order has been submitted.

Q: My billing address is wrong. Can you fix it?

A: For security purposes, we unable to change billing addresses. However, if you've received an order confirmation email that means the order was placed successfully.

Q: The billing address in my order is wrong in the confirmation email, can you fix this for me? 

A: If you received a confirmation email, don't worry, your order went through!

Q: I entered the wrong information. Can you edit my order?

A: We process orders within minutes of an order being placed, so we are often unable to edit orders after they are placed.

Q: I ordered the wrong candle. How do I get the correct one?

A: We suggest to place a new order and request a return for the original order by reaching out to us at help@homesickcandles.com

PAYMENT

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.

ABOUT OUR CANDLES

Q: Do your candles have any unnatural or harmful ingredients?

A: Nope! Our scents are made from real ingredients like sage and peach, and our wax is soy-based.

Q: Why don't you have my state? 

A: We will! Candle development can take several months, but we are actively developing all 50 states. If you'd like to know when we are releasing a Homesick Candle for your state, please sign up on the form at HomesickCandles.com.

BULK ORDERS

Q: What if I want to order a bunch of candles?

A: We sell candles in bulk to retailers, events, and more! Contact us on the form at https://www.homesickcandles.com/pages/business

INTERNATIONAL SHIPPING

We ship around the world. The following is our international shipping policy:

As the recipient of record, you are responsible for any charges imposed for the import. All duties and taxes are calculated and charged by your local customs office and will vary from country to country. Packages will be returned to us if unclaimed and we will not be able to refund shipping in those cases. We recommend reaching out to your local customs officials for additional information.

TAXES

All orders are liable to incur sales tax if originated in New York, Pennsylvania, or a non-US country. 

CANDLE BREAKAGE

Q: My candle arrived broken! What do I do now?

A: Please send us an email at help@homesickcandles.com with photos of the packaging and candle if possible, as well as the order number (ex. #9313.1) and quantity/type of broken candles and we'll send a replacement ASA. Please ask for a refund OR a replacement, and make the email subject line "Broken Candle, [Order Number]" (ex. Broken Candle, #1029.1).

CANDLE RETURNS

Q: How do I return my candle?

A: We only accept candle returns within 30 days of purchase in original condition and packaging. If you'd like to return your candle, please send us an email at help@homesickcandles.com. Our warehouse team will inspect your returned order and then the refund will be processed. If the candle does not arrive at our warehouse, or arrives damaged, we're unable to offer a refund. 

Contact Us

Please reach out to us at help@homesickcandles.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!
Product Labs, Inc.
150 W 22nd St
New York, NY 10011
For any press inquiries please reach out to pr@homesickcandles.com.