PRODUCTS and PRICES
The availability and pricing of the products displayed on this site are subject to change at any time and without notice. Keystone Candle is not responsible for any typographical errors which are related to the price, size, or description of an item.
Prices for products displayed on this website may not reflect the prices set for the same products in our outlet store or other retail stores who carry our products.
SALES and SPECIALS
All specials, sales, coupons, and discounts apply only to retail orders, unless specifically stated otherwise. Sales and discounts only apply to orders placed online unless stated otherwise. Sales only offered and applied to orders shipped to the lower 48 states. Any specials and discounts that are valid in our outlet store apply only to in stock items and not to special orders, and may not apply to online orders.
PHONE ORDERS
We are available 9:00 am - 5:00 pm (EST) Monday - Friday to take orders over the phone. Call us at 717-564-2220.
FAX ORDERS
Our fax machine can be reached 24 hours a day, 7 days a week at 717-564-2035 if you wish to fax an order to us.
SHIPPING
The goal of Keystone Candle is to provide friendly customer service, quality candles and accessories, and fast shipping to our web customers. If an order is placed for an item that we have in stock we will usually ship the order out within 1 to 3 business days. If we have to make or order in an item which we did not have in stock we do so as promptly as possible as to not hold up your orders. If the out of stock item is a candle product we can usually restock that item within a week. If the item out of stock is an accessory it may take a little longer.
Our regular shipping methods are FedEx ground and USPS.
If you need your order by a certain date, such as for a wedding or other special occasion, please include the date you need the candles in the "comment" box during checkout. We do have the capability to ship orders out 3 Day Select, 2nd Day Air, and Overnight. If you have orders that need to be rushed please feel free to call us to make sure we can get your products to you when required. We are happy to talk to you.
The order and shipping department is available 9:00 am - 5:00 pm (EST) Monday - Friday.
For wholesale accounts, the shipping charges are estimated on the website and will be adjusted to the actual shipping charges on your invoice. We use FedEx and USPS ground as our primary carriers. If the customer chooses to use their own shipping account, handling or pallet fees will still apply.
SHIPPING RATES
For the contiguous 48 states, our shipping rate is based on the weight of the order and the zip code where the order is being shipped to. You can add items to the cart, select your state, and enter your zip code to see the shipping costs prior to proceeding to checkout. For all other destinations we will email you your shipping quote for approval prior to sending out the order.
INTERNATIONAL ORDERS
If you are outside the United States we are happy to ship items to you. You can order through the website and we will email you the shipping quote, during our normal business hours. Please be sure to check your junk email folder in the event that our shipping quote went to that folder. The shipping cost does not include any import duties, custom fees, or taxes that you may accrue from your country.
INCORRECT ADDRESS CHARGES
If an incorrect or invalid shipping address is given on an order, there could be up to an $13.00 fee for an address correction. If we are unsuccessful in fighting the charges with the carrier, they will be charged to the customer.
COLORS
Actual candle colors may not be exactly the same as shown on your computer monitor. Colors will vary slightly between dye lots. If color is an extremely important factor you may send us a color swatch. We will evaluate our colors and contact you with the closest options. Please include a valid email address and phone number with your swatch.
RETURNS
Items may be returned within 14 days of the delivery date and must be returned in the same condition they were received. If are returning an item, it needs to be packed well to avoid damages. If the items arrive back to us with damages, we will email pictures of the damages and the customer will need to file a damage claim with the carrier they used to send it back. We will not give refunds for damaged items returned to us.
If you wish to return an item, please call to let us know prior to sending the merchandise back. In most cases the customer is responsible for the cost of the return shipping. For merchandise being returned, credit will be given for the amount of the order less the ACTUAL shipping cost. For exchanges, the customer would be responsible for the ACTUAL shipping cost from Keystone Candle back to the customer. Please include a note with the return with your name, phone number, and reason for returning the item. SPECIAL ORDERS MAY NOT BE RETURNED. Returned products may be charged a 20% restocking fee. Items should be returned to:
Keystone Candle
7241 Paxton St.
Harrisburg, PA 17111
REFUNDS
Refunds will be given for returned merchandise only if authorization was approved. ACTUAL shipping charges will not be included in the refund amount . Refunds will not be given for damaged or used merchandise.
DAMAGES or MISSING ITEMS
If there is damage to the package noticed during receipt of the order please inspect the items with the carrier driver. Have the driver note the damage. If the damaged is noticed and the driver is not there, that is ok, just call to let us know of the damaged products so we can get your replacements out to you. Keep the damaged items, after you have contacted us, for at least 5 business days in case there is an inspection needed by the carrier.
All damages or missing items must be reported within 10 business days.
Our team will work to get your damage claim resolved as quickly as possible.
For Pallet Freight Shipments: Before signing the delivery receipt for all freight shipments, the exterior of the shipment needs to be thoroughly inspected for any damages. Any tears, scratches, or other visible damage to the shrink wrap (no matter how small) or to the product needs to be clearly noted on the delivery receipt and photos taken, while the driver is there. If the delivery receipt is signed without the proper notes, we will not be able to process any damage claims. Claims on freight must be filed within 5 days.
LOST or MISSING PACKAGES
Check your tracking information. In some cases, the tracking information may not be updated. In this case, please feel free to contact us, as we may be able to get more information from the carrier.
If the tracking info shows your package was “delivered” and you can't locate it, we have a few recommendations.
-Verify the shipping address on your order.
-Check with your neighbors and other family members.
-Check around your home. Make sure it wasn't left at another door or mailbox.
-Look for a notice of attempted delivery.
-Please wait 2 business days. In rare cases, tracking may say the package is delivered up to 48 hours prior to delivery.
“Signature Required” can be added to any order for an additional fee, and is recommended for any order you can't afford to lose. Please call if you would like to add this to your order. Our team will work with you and the carrier to resolve this case, but in most instances, if the package is shown as delivered by the carrier, and no signature was required, a refund may be denied by the carrier.
