Frequently Asked Questions
When should I expect my order to arrive?
All orders will be shipped within 1 - 3 business days. If for some reason it will be more than 3 you will be notified by email.
Do you provide tracking information for orders?
We do. All orders will be provided a shipping confirmation via email that includes a tracking number.
How do you ship your packages?
We currently offer USPS Priority Mail, and UPS Ground as our shipping methods. Shipping costs are provided in real-time from these carriers to give you the best price available.
Do you ship internationally?
We currently offer shipping methods to North American countries (U.S, Canada, Mexico) in our online shop. Sorry we do not ship outside North America.
What happens if my tracking number stops updating and my package is never delivered?
Once your order has been passed off to USPS or UPS, we unfortunately do not have control of the package's transit.
Should your order get lost during transit, please contact the carrier shipping it and file a claim for YOU to be reimbursed the insured value.
Please do not file the claim for Simply Fragrant Home to be reimbursed.
Will you cover international customs fees?
Unfortunately, no. When shipping to Mexico or Canada, the customer is responsible for all fees associated to the transit of the package. Once we ship your order and provide you with a tracking number, you are responsible for tracking your order down and paying any additional fees necessary in order to receive your package.
Can I return one of the candles I had ordered?
We accept most new, unopened, unused items. We will not accept any returns of candles that have been lit. If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Can I cancel my order?
Our orders are processed on a routine basis throughout each day. We can only cancel orders if they haven't been fulfilled yet. Once we have fulfilled your order (even if you've yet to receive a shipping confirmation), we are unable to cancel.
What should I do if I've received a broken candle in my order?
If your package is delivered with any damage, you can either file a claim with the shipping carrier on behalf of yourself and get a compensation check to refund you for the broken candle OR you can send us a clear picture of any damages to firstname.lastname@example.org and we will handle the claim on our end and replace your candles for you.
How do I get in touch with you regarding wholesale?
If you have any questions or concerns regarding wholesale, please email us at email@example.com
How can I get in touch with regarding anything else (blog reviews, giveaways, comments, concerns, praises, etc.)?
You can either fill out our contact form or e-mail us directly at firstname.lastname@example.org
What is the approximate burn time of your candles?
Because soy wax is the cleanest and most efficient wax to burn, our candles have excellent burn times. Our Standard 9 oz candles will burn up to 60 hours.
These statistics were tested when burning a candle between 2-4 hours at one single time and relit for another 2-4 hours after it's hardened. If you keep your candle burning all day long, it will surely burn through faster than our projected time frames.
Are your candles vegan friendly?
Yes, they are. We go the extra mile and have 100% natural soy wax produced by U.S farmers, high-quality fragrance oils, and non-treated lead-free cotton wicks!
E-mail us at email@example.com or contact us here for more information!