Welcome to CandleSmith by Sacred Wick's Information and Policies page. We are committed to providing reliable and efficient shipping services to ensure your order arrives promptly and in excellent condition. This page outlines our shipping procedures, including carrier options, processing times, shipping rates, delivery estimates, and international shipping information. Here you will also find our Returns policies, privacy policies, and more. Please review the following policies to understand how we handle shipping and what you can expect when placing an order with us. If you have any questions, our customer service team is here to assist you!
SHIPPING INFORMATION
Our Shipping Location
All orders are shipped from our factory in Napa, California, home to the entire Sacred family of companies. Your package will show Sacred Mists Shoppe, Napa, CA as the sender. The Sacred Wick Candle & Incense Factory and CandleSmith also operate from this same location.
Our Shipping Carrier and Order Processing Times
We ship our products via USPS. All orders are processed and shipped within 1-2 business days, excluding Sundays and Federal Holidays when the postal service is unavailable.
Once your order is processed for shipping, a USPS tracking number will be provided, allowing you to track your shipment. For any assistance with delivery or tracking, please contact us directly via phone or email.
Shipping Rates and Service Options
Shipping charges for your order will be calculated and displayed before checkout using live, real-time rates from USPS. A $2.00 handling fee will also be applied to each order, including orders that ship free.
Customers can choose from a variety of shipping options, including Free Shipping (if eligible), Ground Advantage, Priority Mail, and Express Mail. Delivery times vary based on the service level selected and your delivery location. All orders ship from our location in Napa, CA, USA.
Customers can choose from a variety of shipping options, including Free Shipping (if eligible), Ground Advantage, Priority Mail, and Express Mail. Delivery times vary based on the service level selected and your delivery location. All orders ship from our location in Napa, CA, USA.
Free Shipping Offer
Free Standard Shipping is available for qualifying domestic orders shipped within the United States. To be eligible, the order subtotal must meet or exceed $35 USD before the application of any taxes, discounts, or promotional codes. This offer applies exclusively to standard shipping services provided by the United States Postal Service (USPS) and does not extend to expedited shipping options, including but not limited to USPS Priority Mail or USPS Express Mail. All shipments are processed and delivered solely through USPS.
Delivery Time Estimates
We frequently package and ship orders on the same day they are received. Delivery times vary based on the service level selected during checkout and the destination of the shipment.
For domestic shipments within the US, please visit the USPS website for service level details and delivery time estimates.
For international shipments outside the US, please visit the USPS website for service level details and delivery time estimates.
For domestic shipments within the US, please visit the USPS website for service level details and delivery time estimates.
For international shipments outside the US, please visit the USPS website for service level details and delivery time estimates.
Shipment Confirmation & Order Tracking
Once your order has shipped, you will receive a Shipment Confirmation email that includes your tracking number(s). Please allow up to 24 hours for your tracking number to become fully active within the USPS system.
Where We Ship
CandleSmith by Sacred Wick provides shipping services both domestically within the USA and internationally to locations worldwide.
International Shipping Information
International customers are responsible for understanding their country's import laws and regulations for any items purchased. Certain items, such as athames (knives), bolines (knives), and plant seeds, may be restricted or prohibited in some countries. CandleSmith by Sacred Wick is not liable for losses due to customs seizure, destruction, or any other issues related to items being shipped that cannot be imported. We recommend contacting your local post office or customs department to inquire about specific items before placing an order.
International Customs, Duties, and Taxes
CandleSmith by Sacred Wick is not responsible for customs fees, duties, or taxes assessed on your order by your country upon arrival and before the release of your package. All fees imposed during or after shipping, such as tariffs, taxes, and VAT, are the customer's responsibility. Any losses resulting from unpaid fees or taxes, seizure of packages by Customs, or damages during holding are not the responsibility of CandleSmith by Sacred Wick.
Damages or Losses
If your item arrives damaged, please contact us via our website chat or by replying to your original order email within two (2) business days of USPS delivery confirmation. Include a photo and a clear description of the issue in your email. Please save all packaging materials and any damaged or incorrect items received. For more information, see our Return and Refund Policies page.
CandleSmith by Sacred Wick is not responsible for packages that are missing or suspected to have been stolen after delivery. If your package is scanned by USPS as “delivered” but is not at the expected location (mailbox, porch, etc.), please contact your local USPS office directly for assistance or to file a claim.
RETURNS & EXCHANGES
RETURNS & EXCHANGES
At CandleSmith by Sacred Wick, customer satisfaction is our top priority. We strive to ensure that every purchase meets your expectations. In the event that you need to return an item or request a refund, we have established a straightforward and transparent process to assist you. Please review the following policy details to understand the steps and conditions for returns and refunds. If you have any questions, our customer service team is here to help.
Returns Requirements and Process
Products can be returned within seven (7) days of delivery confirmation, provided that the items are in new, unopened, unused, and/or unworn condition, with all original packaging intact and in the same condition as received.
To request a return or exchange, you must email us within 48 hours of delivery. Please include your order number, the reason for your return request, and photos providing more detail about your reason for return. If your order is eligible for return, we will email you the complete return shipping instructions. Return shipping costs are the customer's responsibility.
Authorization is required to return an item, and the return must be shipped to us within seven days of order delivery to qualify for a refund. Please obtain a tracking number for your return package, as we are not responsible for losses or damages during the return process. Returns arriving at CandleSmith by Sacred Wick without authorization will not be eligible for a refund, return, or replacement.
Refund Process and Calculation
Once we receive and inspect your return, we will notify you via email. This email will inform you of the approval or rejection of your refund. If approved, your refund will be calculated and processed, and the total amount will be automatically credited to your original method of payment.
Please note that original shipping charges are not refundable. A 20% restocking fee will be applied to all approved returns. Additionally, if your order received deferred/free shipping at the time of purchase, that amount will be charged back to your original order and deducted from your calculated refund total.
Exchange Requests
We only replace items if they are defective, damaged, or shipped in error. To request an exchange, please email us within two (2) days of USPS delivery confirmation, including photos with your request.
Product Exclusions
Sales of digital items, imperfect items, discounted, or closeout items are final and nonrefundable.
PRIVACY POLICY
Your Data Privacy
CandleSmith by Sacred Wick does not (and will never) sell, rent, or share our customers' information with anyone, at any time, nor for any reason, except in the process of order fulfillment, where your delivery information is provided to the shipping carrier. Outside of order fulfillment, your email address and other contact information and order history will only be used by us to provide you with updates on our store, product sales, and offerings specific to Sacred Wick Candle & Incense Factory, CandleSmith, and the Sacred family of companies.