PRODUCTS and PRICES
The availability and pricing of the products displayed on this site are subject to change at any time and without notice. U.S. Candle Company 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.
PHONE ORDERS:
We are available from 9:00 a.m. to 5:00 p.m. EST Monday - Friday at (717) 564-2220 to take orders.
FAX ORDERS:
Our fax number, (717) 564-2035 is available 24 hours a day for placing orders.
TERMS:
We accept Visa, MasterCard, AMEX, Discover and Paypal. International wholesale customers may also pay using bank transfer but are responsible for all bank transfer fees.
SHIPMENTS:
Retail orders are generally shipped out within 1 to 3 business days of receiving them. Longer lead times may occur on orders where accessories are out of stock or if a shipment of our raw materials has been delayed. In most cases those orders should still be shipped out within 7 to 10 days.
Our regular shipping methods are FedEx ground and USPS.
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.
The shipping times estimated on our website are not a guarantee, they are an estimate. If items are out of stock and have to be made or ordered it may take longer than the time stated on our shipping estimator. If you must have your items before a certain date please indicate that in the comments box when you checkout and we will do our best to meet your deadline or let you know that we cannot. 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.
SHIPPING CHARGES:
We use a formula based on your zip code and the weight or our products to figure the shipping costs. Rather than inflate our product prices and offer flat rate or free shipping like our competitors we have kept our prices at fair levels and charge shipping rates that closely match the actual charges of FedEx. You can add a product to your shopping cart and enter your zip code in our calculator to see your shipping rate prior to registering or logging in. For all other destinations we will email you your shipping quote for approval prior to sending out the order.
Shipping for WHOLESALE accounts will be adjusted to match the actual shipping rate we pay to our carriers and an invoice will be emailed to you showing the changes once the order is packed and weighed.
In the event that a special or flat rate shipping charge is offered, US Candle Company will use the carrier and transit option with the least expensive actual cost. These offers are only good for orders being shipped to the lower 48 states.
INTERNATIONAL SHIPMENTS:
If you are outside the contiguous 48 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.
DROP SHIPPING:
In addition to the actual shipping charges, a $3.00 charge will be added to each order drop shipped. Orders shipped to your regular/company address will not be charged the extra $3.00. This fee will be added to your invoice and emailed to you at a later date. Websites selling our products agree to set their prices EQUAL to or GREATER than the retail prices displayed on this website. Attempts to under cut our prices will result in termination of discount pricing privileges.
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 with in 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 cost of the shipping from U.S. Candle Company back to the customer. Please include a note with the return with your name, phone number, and reason for returning the item. In the event of a promotion or special price offered on shipping, refunds will be given for the price of the merchandise LESS the ACTUAL shipping cost, not the promo/special shipping cost. SPECIAL ORDERS MAY NOT BE RETURNED. 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. Original 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 some instances, if the package is shown as delivered by the carrier, and no signature was required, a refund may be denied by the carrier.
