COMMON QUERIES
WHAT TYPE OF WAX DO YOU USE?
Kindled Harmony uses a blend of natural, renewable, and ethically sourced waxes. We do not use paraffin or paraffin blends because of this. Each wax is blended for high performance based on the vessel or product type. In short, a combination soy wax, coconut wax, palm wax (derived from RSPO-certified palm oil), or beeswax, can be found in varying concentrations based on previous testing.
WHY DO ALL OF YOUR CANDLES HAVE A WOODEN WICK?
Wooden wicks offer a unique, renewable source of wicks with a wide range of variety to suit every environment. Care for a wooden wick is similar to that of a traditional cotton wick, but allows for a unique flame shape that complements each vessel. For more details on how to care for your candles, please reference our Candle Care & Safety page or your candle care card.
WHY DO MY CANDLES HAVE VARIATIONS IN COLOR?
Natural waxes will have varying shades of color. The variation in your candles may be due to a difference in wax blend, the tannins of the wood wick, or due to the fragrance oils that are used. Most of our candles will be white to off white; however, this may change based on the color of the fragrance oil. This is natural in undyed candles.
HOW DO I CONTROL THE STRENGTH OF MY CANDLE?
Some fragrances are bold while some are intended to be subtle. Our wax and fragrance oil blends are formulated to optimize scent throw. Of course, this can be altered slightly based on the size of the space where you decide to burn your candle. We recommend considering a wider diameter candle for large or open spaces with more narrow diameters reserved for closed spaces.
HOW ARE CANDLES MEASURED?
Candles are measured and sold, for the most part, according to weight not volume. Because of this, the labels for our products will reflect the net weight of the wax, not the full volume capacity of the vessel.
WHEN WILL MY ITEM(S) SHIP?
Please allow up to two weeks for shipment of items. Our candles and melts are poured in small batches and held for a set period of time before packaging and shipment to allow our wax products adequate time to cure. Once shipped, please note that delivery estimates are subject to the processing and delivering times of the selected postal service(s).
WHAT SHIPPING CARRIERS DO YOU SUPPORT?
At this time USPS or UPS are the primary carriers utilized for shipping. All shipments are tracked and signature confirmation is available at an additional cost. With the recent increase in shipping costs, a flat rate is in place for all orders. This flat rate shipping fee will be applied to orders at checkout, but is subject to change, likely to real time shipping rates at a later date.
CAN I CHANGE MY CONTACT INFORMATION?
Please provide updated contact information and review before placing an order. We are not responsible for issues stemming from incomplete or inaccurate information.
CAN I ADJUST OR CANCEL MY ORDER?
Adjustments and cancellations are not guaranteed, but we will try our best before shipment. We ask that you reach out within 24 hours of placing your order with the related information. Prior to production, cancellations are subject to a 10% restocking fee. Any orders that are partially or fully in production cannot be cancelled or adjusted to a lower quantity. Please note, any additional items are subject to an adjusted shipping cost and may extend processing time. We reserve the right to cancel or adjust orders if unable to contact the customer within 48 hours.
WHAT IS YOUR RETURN POLICY?
Due to the nature of wax products, returns and exchanges are not permitted. We will, however, make exceptions for incorrect items. Please contact us within 5 days from delivery with proof of purchase and photos of the product to begin the process. All items must be unopened and unused.
WHAT IF MY ITEM HAS BEEN DAMAGED DURING SHIPMENT?
For items that are damaged during shipment, please reach out within 5 days of delivery with applicable order information and photo evidence to begin the claims process with the carrier. Replacements are processed simultaneously on a case by case basis. Please note that new items may also need time to cure before shipment.
WHAT IF MY PACKAGE IS LOST OR DELAYED?
Once your items have shipped you will be provided with a tracking number. We ask that arrangements are made to receive your package upon delivery and that measures are taken to avoid your wax products from being left outdoors. Please request for your package to be held at your local post office if you do not anticipate being home during the estimated time of delivery. Please note, shipping delays do occur on occasion; however, your package is safe and on its way to you. In the event of an extended shipping event, please contact the postal service or reach out to coordinate this effort. If your package does not arrive or appear to be moving in the shipment process after 2 weeks, we ask that you please contact us with your order number and information to begin the investigation process.
WHAT IF MY PACKAGE IS STOLEN?
Unfortunately stolen packages, especially around the holidays, can happen. We are not responsible for lost or stolen packages; however, we are more than happy to assist when filing a claim with the postal service. Please contact us with your order information within 2 days of delivery if this is the case. If you are not anticipating to be home during the estimated time of delivery we ask that arrangements are made to have the package held for pickup. Alternatively, signature confirmation may be a better solution for those who would like to be notified upon arrival. We ask that appropriate arrangements or package insurance be maintained when placing an order.
DO YOU OFFER WHOLESALE?
We are happy to discuss wholesale options for select products. Please reach out in advance for more details. Large orders are subject to a longer processing time based on quantity.