717-564-2220 Contact Us

Terms and Conditions

Ordering Information
 

PHONE ORDERS:

We are available from 9:00 a.m. to 5:30 p.m. EST Monday - Friday and 9:00 a.m. to 5:00 p.m. EST on Saturday 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 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. Wholesale orders may take 1 - 2 weeks on average to ship depending on the quantity of candles. Online shipping quoted on wholesale orders will be adjusted to match the actual shipping charges whether going by FedEx, USPS, or trucking company.
 

SHIPPING TIMES:

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.
 

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.
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.
 

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:

Drop shipping is now available. 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. 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.
 

INTERNATIONAL SHIPMENTS:

We can ship orders internationally although we do not have the shipping calculator set up for outside the United States. If you would like to order our product and need it shipped outside of the U.S. please contact us . Please include the product you would like to order, the quantity, your city, country, state and postal code if applicable.
 

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 30 days of the ship date and must be returned in the same condition they were received. 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 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:

If there is damaged noticed during receipt of the order please inspect the items with the UPS driver. Have the driver note the damage. Call to let us know of the damaged products so we can get your replacements out to you. Keep the damaged items for at least 7 business days in case there is an inspection needed by the shipping company.