FAQ
1. When should my order arrive?
All regular orders are expected to be shipped within 5-7 business days. Custom orders and wholesale orders can take up to 2 weeks or more depending on the order.
2. Do you provide tracking information for orders?
All orders are provided with a shipping confirmation email which includes your tracking number.
3. How do you ship your packages?
We currently offer USPS First Class, and USPS Priority, as our shipping methods. Shipping costs are provided in real-time from these carriers to give you the best price available.
4. Do you ship internationally?
We currently offer shipping methods to North American countries (U.S, Canada,) in our online shop. However, we can create an order for other countries and manually input shipping costs. We do not cover international customs fees. When shipping internationally, the customer is responsible for all fees associated with the transit of your package. Once we ship your order and provide you with a tracking number, you are responsible for tracking your order down and paying any additional fees necessary in order to receive your package.
To order internationally, please send your potential order and shipping address to sales@heavenlyscentcompany.com
5. What happens if my tracking number stops updating and my package is never delivered?
Once your order has been passed off to USPS or FedEx, we unfortunately do not have control of the package's transit.
Should your order get lost during transit, please contact the carrier shipping it and file a claim for YOU to be reimbursed the insured value. Not Heavenly Scent Company.
6. Can I return one of the candles I have ordered?
We do not currently accept any returns. We know that you cannot smell the candles before ordering online, we do our best to describe our scents as accurately as possible. We also offer sample wax melt boxes so our customers are able to try out the current available scents in a smaller quantity. Please consider re-gifting to a friend!
7. Can I cancel my order?
We can only cancel orders if they haven't been fulfilled yet.
8. What should I do if I've received a broken candle in my order?
If your package is delivered with any damage, you can either file a claim with the shipping carrier on behalf of yourself and get a compensation check to refund you for the broken candle OR you can send us a clear picture of any damages to info@heavenlyscentcompany.com and we will handle the claim on our end and replace your candles for you.
9. How do I get in touch with you regarding wholesale?
If you have any other questions or concerns regarding wholesale, please email us at sales@heavenlyscentcompany.com
You can also find us on faire.com
10. How can I get in touch with regarding anything else (blog reviews, giveaways, comments, concerns, praises, etc.)?
You can fill out our contact form or email us at info@heavenlyscentcompany.com
11. Do you offer discounts or coupons?
Yes! Just like anyone else, we love our sales. We will periodically host them and have all info pertaining to any upcoming or current sales on our Instagram, Facebook page and Tiktok.
12. Are your candles vegan friendly?
Our candles are 100% made out of virgin coconut soy, produced by U.S. farmers, made with all natural substances and fragrances, non-treated lead-free cotton wicks and wooden wicks.
Our products are vegan or 100% organic. We choose the best quality ingredients when formulating our products. We always want to give you the best of what’s out there!
13. Do you make candle or party favors for special events?
We would love to! We will help you find the right sized jar or soap and will assist you in finding the right labels for your event.
Email us at sales@heavenlyscentcompany.com for any event orders.
If you have a question that has still not been answered in our FAQ, please do not hesitate to contact us. We will be more than happy to assist you.