FAQ, Shipping and Returns
Have questions about our candles, ordering process or shipping? See below for answers to commonly asked inquiries, including details about our soy candles, candle flights, custom orders and more.
Frequently Asked Questions
Why choose soy candles?
We have chosen to work with soy wax for several reasons. Firstly, soy is a 100% renewable resource. We love that it burns more cleanly, making soy candles a healthier choice. Our soy wax candles are non-toxic, free of parabens, paraffins, phthalates, and dyes, and they allow for maximum fragrance throw.
Are the fragrance oils in your candles safe?
Yes, the fragrance oils we use are safe for us to work with in our studio, and for you to enjoy in your home. We only purchase high quality essential and fragrance oils that are free from carcinogens, reproductive toxins, and other concerning chemicals like phthalates.
What are your wicks made of?
We use 100% cotton wicks for a long, clean burn. These wicks are made of natural, flat cotton threads and are lead and zinc free.
Why does my candle look frosty?
Frosting is a natural characteristic of soy wax and should not be considered a flaw. In this way, you can rest assured that your candle is made with pure, all-natural soy wax.
What is the best length of time to burn a soy candle?
Our recommended burn time is 3-4 hours, allowing the melt pool to reach the edges of the jar before extinguishing. Always trim your wick to ¼ inch prior to each burn. This will prevent “tunneling” and mushrooming, and it will prolong the life of your candle. Never leave your candle unattended or within reach of children, pets or drafts.
How long should I burn my candle for the first light?
Soy wax has "memory", meaning each subsequent time you light your candle, the wax melt pool will melt across as far as it did the first time. This is why the first burn is very important, and you must allow the melt pool to reach the edge of the jar. A good rule of thumb is to let the candle burn for one hour for every inch of its width.
Do you make custom scented candles?
Yes, we love making custom candles! We will work through the process with you. Minimum orders are 12 X 16 oz, 24 X 9 oz. or 48 X 6 oz.
How do you use the diffusers?
Unscrew the wooden top, carefully remove the plastic stopper, twist the wooden cap back on securely and tip your diffuser over to saturate the scented oil into the wooden lid.
The intensity of the scent can be controlled by you.
If you prefer it to be more subtle, then only tip the bottle over for a second or two, but if you would like a stronger scent, the tip it a little longer until it is well saturated.
Each time you notice the wooden top looking dry, simply tip the diffuser to re-saturate.
Shipping and Returns
What are your shipping policies?
We offer free shipping on orders over $150 within Canada. Please note that due to the weight of our candle flights, they are available for pickup and local delivery only.
We process orders within 1-3 business days, and shipping typically takes 1-5 business days within Canada.
How do I track my order?
Once your order is placed, you will receive a confirmation email. After your package is processed and ready to ship, we’ll send you another email with your tracking information.
What are your shipping costs?
Shipping is free on orders over $150 within Canada. For orders under $150, shipping fees will be calculated at checkout based on your location. Shipping fees are non-refundable in the case of returns.
Do you offer same-day delivery?
If you're located within Brooke Township, we highly recommend using our same-day delivery service for faster delivery. Please select this option during checkout for convenience.
Can I pick up my order locally?
Yes! We offer local pickup at 6949 Courtright Line. Simply select the "pickup" option during checkout. Once your order is ready, you will receive an email notification that it’s available for pickup.
What are your pickup hours?
Our regular pickup hours are Monday through Friday, from 9:00 AM to 5:00 PM ET. If you need to arrange a pickup outside of these hours, please contact us, and we will be happy to accommodate you.
