SHIPPING & RETURNS
How long does it take from placing an order to delivery?
All orders are processed and shipped from our San Francisco studio within 2-3 business days for non-custom orders. For a custom order it can take anywhere from two weeks for production plus the shipping time. Once shipped, continental domestic orders may take 2-5 days to arrive, depending on location. For international orders it can take up to three weeks. Tracking notification emails are sent as soon as shipments leave our studio.
Do you ship internationally?
Yes, we offer international shipping. International packages are shipped via USPS International and typically arrive within 1-3 weeks. Shipping times vary depending on location, time of year and local postal service. Rates are calculated by weight of package/delivery destination and are for postage alone.
PLEASE NOTE: International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees.
Do you accept returns and refunds?
Yes, we accept returns within 14 calendar days for our non-custom products. To be eligible for a return, your item must be unused and in the same condition that you received it, in the original packaging, along with the receipt or proof of purchase. Once we receive your item, we will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card. You will receive the credit within 3-5 days, depending on your card issuer's policies.
Unfortunately, we do not exchange candles based on personal fragrance preference. All sales are final unless the product was damaged by the shipper. All custom orders are non-refundable.
How much do custom products cost?
What’s your minimum order quantity?
We are working with orders large and small and are happy to discuss your needs. Usually, the minimum order quantity for custom projects is 25 pieces.
What if we want more than 500 custom pieces?
If you’re interested in more that 500 pieces, send us an email several months in advance to ensure we can make your deadline.
Can you make a one off sample?
We don't usually make one off samples. However, we always send a digital proof of your 3D model for your approval before moving into production.
What file type can I upload?
It's best if the image you are uploading is the highest resolution available with clean line work so your logo will be perfectly embossed into the template shape.
We choose to work with beeswax for a variety of reasons. We love that its all-natural and its organic composition ensures little smoke and minimal drip, making them last a lot longer than any other candles.
Can I request a different kind of wax?
We do prefer to work with beeswax due to it's higher quality. However, soy wax is available upon request - just leave us a note in the Customize section and we will get you a quote.
What is the best way to burn your candles?
Our recommended burn time is 3-4 hours. Be sure to trim the wick to 1/4" before each lighting to prevent wick curling. Trim your wick with a simple finger pinch or by using scissors or a proper wick trimmer.
Never leave a candle unattended or in reach of children, pets or a draft. We recommend sitting our candles on a small plate or tray to avoid any drips.
How long do your candles burn?
The burn time of our candles varies depending on the size, shape and the environment in which the candle is burning. But as a rule of thumb: every ounce of wax gives 6-7 hours of burn time. So an 8 oz. candle would last up to 56 hours.
3D MODELING AND 3D PRINTING SERVICES
Can you work with our 3D models?
Yes, we are happy for you to send us obj or stl files.