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Soy Candles by Irene
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Shipping & Store Policies
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WE DO NOT SHIP OUTSIDE OF THE UNITED STATES.
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Ordering Information
Shipping Information
Flexible Payment Options
Refunds and Returns
Product Disclaimer
Privacy Policy
Frequently Asked Questions
ORDERING INFORMATION
All orders are made fresh at the time of your order. Most orders are shipped out the next day, but please allow 3-5 business days for an average size order. Orders may take longer during holidays (Nov-Dec). Large orders may take up to two weeks and each box is shipped as it becomes full. Large orders may be shipped a few boxes at a time as to not hold up your order.
Please expect delays if you place a large order of candles with the same scent. If I run out of a scent it could take an additional week to receive new stock.
FLEXIBLE PAYMENT OPTIONS
Our flexible payment options allow you to pay with your Visa, MasterCard, Discover or PayPal. We also accept checks and money orders. Our local Long Beach customers may pay with cash.
Authorize.net Secure Credit Card Solutions
You can shop at Soylar Candles online with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card transactions for our customers.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card networks. The company adheres to strict industry standards for payment processing, including:
•128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
•Industry leading encryption hardware and software methods and security protocols to protect customer information.
•Compliance with the Payment Card Industry (PCI) Data Security Standard.
For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net PrivacyPolicy.
Soylar Candles is registered with the Authorize.Net Verified Merchant Seal program.
PayPal
We accept payment by PayPal, cash from local customers,checks and money orders in U.S. currency with U.S. bank accounts. You do not need to be a PayPal customer to use PayPal. Just click the CONTINUE button to proceed with your credit card payment. If you are having trouble logging in to PayPal, you can pay without logging in, or you may ask us to send you an e-mail invoice to a different e-mail address.
Checks, Money Orders, Cash on Delivery or Upon Pick Up
Checks and money orders must clear before any order begins processing. There is a $30.00 return check fee.
SHIPPING INFORMATION
We offer a flat rate shipping schedule shown below, and ship throughout the lower 48 contiguous United States via United States Postal Service, Priority Mail 2-3 day delivery. This pricing is for a limited time and could change without notice. We use the United States Postal Service for our shipping choice, because they go to your home and business every day, and your order ships with your normal mail. If we use UPS or FedEx, they have to make a special trip, which means more pollution and fuel used to deliver your order. We ship your products in reused boxes or USPS priority mail recycled paper fiber boxes.
We feel the United States Postal Service is the cheapest method of shipping our fragile and heavy candles. They are also the fastest and most reliable. We have researched many shipping options, and none of them can beat the United States Postal Service when it comes to value and timeliness.
Shipping Fees
$0.00-$50.00 = $8.00
$50.01-$100.00 = $10.50
$100.01-$200.00 = $21.00
$200.01-$300.00 = $31.50
$300.01-$400.00 = $42.00
$400.01-$500.00 = $52.50
$500.01-$600.00 = $63.00
$600.01-$700.00 = $73.50
$700.01-$800.00 = $84.00
$800.01-$900.00 = $94.50
Orders that are larger than the rates shown will have an additional shipping fee. Shipping fees are non-refundable. However, if you are charged more than the actual cost to ship we will issue a shipping refund if the fee is in excess of $1.00 or more.
Cloth items such as napkins are light-weight when shipped alone. We will issue a refund for excessive shipping fees. I will send you an e-mail to offer first class mail if it will save you a significant amount of money. I do not offer shipping refunds under $1.00.
RESHIPPING INFORMATION
Reshipping is at the customers own expense for returns, incorrect address, or undeliverable due to lack of access to a gated community or unsafe location. We have had an order that was undeliverable because the customer wasn't home to receive it and the postman felt the package could be stolen if he left it there. In this case the customer had the option of picking up the package at their local postal annex or schedule with the post office to redeliver. If the package is returned to us and you decide you don't want it redelivered, we will refund the full purchase price of your items, however we cannot refund your shipping fee.
INSURANCE
You may purchase insurance for $2.00 for the first $50.00, and then an additional $2.00 for each $100.00 in retail sales. Insurance covers your packages in case of mishandling or lost packages by the shipping carrier. If your package has damages, please go to your nearest U.S. Postal Service office and file a claim to get a refund. The postal service may not cover melted candles. It is at your own discretion if you order during heat spells. We will no longer be shipping replacements for damages not caused by us. We are very careful in packaging our products and we use alot of packing materials to insure they arrive undamaged. However, it is out of our control if a box is dropped or lost in transit.
Do you live near Long Beach, California?
You can select "Pick Up" and schedule to pick up your order, or choose free shipping for Long Beach California. I will send you an e-mail, or call you over the telephone to schedule your pick up or delivery.
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RETURNS AND REFUNDS:
Due to the nature of our business, most items are handmade and custom ordered. Upon approval, all items must be returned in new and in unused condition. Items that have already shipped must be returned within 7 days of receipt in resellable condition. Customer is responsible for all shipping charges for returned items. Shipping fees are non-refundable. We ask that you purchase insurance at checkout to protect against damages or losses in transit.
Items that have not yet been shipped will be fully refunded. Customer must call us within 3 days of shipment to report returns and send back to us within 7 days. We are not responsible for damaged items.
Candle orders that are shipped during the hot summer months are ordered at your own risk, and could possibly arrive melted from sitting in a hot truck. Melted wax is only a cosmetic defect and should not affect the way your candle burns.
If you purchased insurance, you may file a claim with your local United States Postal Service office for a refund. However, the post office may not be liable for damages occuring from melted wax.
When purchasing a large candle, you must have some experience burning large candles, as they take many hours to liquify to the edges. We will not replace tunneling candles if you are not allowing them to burn properly. You must always allow them to burn long enough so the liquid melt pool reaches the edge of the glass.
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DISCLAIMER:
We are not responsible for soot damage, wax spillage, color dye staining, bodily injury, property damages or fees of any kind. Lighting the candles is at your own risk. Natural cotton wicks will smoke if they are not trimmed regularly. Soylar Candles is not responsible for any damage resulting from customer negligence or customer use. Burning candles is the sole responsibility of the consumer. Remember, you are playing with fire. Burn candles at your own risk. We always place our candles on a heat safe surface or plate. Glass can shatter from the heat of the flame. If you don't trim your wicks regularly the glass gets hot and could shatter and result in fire. Keep wicks trimmed 1/8" to no longer than 1/4" inch. Always keep within sight and away from children and pets.
Soylar Candles is not responsible for any damage, injury, or loss of any kind due to your use of any product purchased from Soylar Candles. Our maximum liability to you is the amount you paid for the product within our return policy time frame. Your purchase from Irene Guoz, Soylar Candles, SoylarCandles.com and SoylarCandles.net or any other affiliation with Soylar Candles Company signifies your acceptance of this information and policies. Every candle comes with a warning label attached to the bottom of each jar.
Always keep wicks trimmed to 1/8" and no longer than 1/4" to keep candles from smoking and to prevent excess heat from cracking the glass containers.
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PRIVACY POLICY
We respect the privacy of our customers, and we will never share, sell, trade or rent your personal information. We will not spam your e-mail or offer telemarketing specials. We will never call you over the phone to offer sales pitches. Our newsletter goes out on a maximum quarterly basis or less.
The only time Irene will call your telephone number is to confirm any details that relate to your current order, such as scheduling a pick up, or if you left out any important shipping information, etc. A month after your order is shipped, you may receive a customer feedback e-mail to ask about your experience with Soylar Candles. Your response is completely optional and you will not receive another feedback e-mail.
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