We do not backorder products. If we expect an item that you ordered within 48 hours, we will hold
your order for that merchandise. Otherwise, we ship what we have and cancel
the balance of the order.
Canceling, Refusing or Returning Orders
You will be charged a 20% restocking charge if you cancel an order once it has been packed or
processed, even if UPS has not picked up the shipment yet. If you refuse a shipment, or if your
order is returned to us as un-deliverable for any reason (other than our error) you will be billed
the 20% restocking charge, plus the shipping charges. See "Returns" below for more details about
unauthorized returns and refused shipments.
We don't have a
paper catalogue at this time. We change items on our website very frequently
as we closeout items that don't sell well, and add new items often. Our
website contains all items in our inventory.
We will soon be processing
credit cards in real time-that is, when you enter your order, it will go to a
secure server that places a hold on that amount of funds for several days. We
do NOT actually charge your card until the order is packed and ready to ship-we
just set the funds aside for us.
Then we will calculate the shipping charges for your actual shipment and
charge your card for the appropriate total. So. if you place an order and the cart calculates
X$ for shipping-if we can ship for less, only
the lower amount is charged on your card. We've packed too many orders only to
find out that there were no funds available on the card, so we've had to
resort to this method. Please do
place your order to see if it will
go through. This only delays your order, as all orders that are "paid" will be
processed, then we will address the orders that did not have funds available.
If you have a
card, please be sure that
your order does not exceed the daily or per transaction limit set up for your
account. If your card declines, please contact us at 541-686-2949. For your
protection, please do NOT email us a credit card number!
Credit Card Security
Protecting the safety of your
credit card is important to us. We use Secure Sockets Layering (SSL)
technology to protect the integrity of your credit information. SSL scrambles
data as it travels from your computer to our website, offering the greatest
protection in the industry. If you prefer to call in your credit card number
(which gets written on a piece of paper, which is NOT as secure as internet
only) please place your order online-choose cash/money order, then enter in
order comments will call (or fax) cc number) We'll set the order aside until
we hear from you. Then call us or fax 541-686-6055 with your credit card number. We do
process all credit cards online, so they
eventually are processed through the internet anyhow. Your order will be
processed much faster if you will enter the information, as this saves us a
step---and decreases the possibility of an error. Believe me, you have a
greater chance of your credit card being physically stolen (eg purse stolen)
than your card number being stolen from our website.
If you notice breakage, spillage
or damage, contact UPS immediately for a claim number. Their phone number is
1-800-742-5877, or you may email UPS at:
Your shipment left our business in perfect shape, and our responsibility ends when it is picked
up by the carrier. The customer is the responsible party for filing any damages to the carrier.
By you filing a
claim, the process is speeded up, as UPS must talk to both of us. This way,
you don't have to play phone tag with UPS, they will instruct you at the time
of filing your claim as to what whether they will inspect the damages. Please do not ask us to
"overnight" or for other expedited shipping and replacement items unless you are willing to put in
an order and pay for it while waiting for your claim to be reviewed. Our limit of liability for a
damage claim determined to be our fault, is replacement of the damaged goods shipped UPS Ground.
We treat debit cards exactly the same as we treat credit
cards. Please order as if you are using a credit card. Please be sure that you
do not exceed your daily or per transaction limit.
Our products are
the finest that we could find for the price....Due to the nature of the
products, they do not carry a guarantee or warranty. Customers must test for
themselves the products for suitability and compatibility. Because we serve
the wholesale industry, it is assumed that YOU, the customer, have educated
yourself as to the use and care of the products you purchase, the candle making
process and products, safety and techniques. Candle Soylutions assumes no
responsibility for compatibility issues, damage or degradation or shelf life of products,
or for injury, damages, or loss, either direct or incidental, from the products
sold by us.
Hours of Operation
We are open Monday
through Friday 9-4:30 pst
Incorrect or Invalid zip code or address
UPS is our shipper. UPS does not deliver to Post Office Boxes. If your order is returned to us because
the address you gave really is a post office box you will be charge a 20% restocking fee and all the costs
If we get charged by UPS an extra fee for delivery to a post office or any
fee for an address correction, incomplete address, a package intercept, or change of delivery address this will passed on to you.
Please be sure you have given us the correct address.
If you request a delivery address change, either through UPS or Candle
Soylutions you are giving permission for the fees to be charged to your credit or debit card account. If this happens, you will
receive a separate charge on your credit card statement. If your order was paid through PayPal you will need to give us credit
card payment information or pay a PayPal request for funds to cover the extra costs before the delivery address change will
be submitted. Extra delivery charges that are not paid up front must be received within 10 days of invoice to avoid late
fees and/or interest charges or possible collections reporting. Of course, if it is our
mistake, you will not be charged.
We are no longer shipping outside the United States
We do have a minimum purchase
amount of $5.00. We will ship a smaller order, but there is $5.00 small order
service charge added to your order.
Claims for missing/incorrect
MUST be filed within 3 days
of receipt of shipment.
Please be sure to unpack all boxes and check against invoice immediately.
To reduce misunderstandings we store a digital photo of the items of each order
just prior to packing, which we can use to help verify order accuracy.
We will not be responsible for claims after 3 days of receipt of order.
If your order was shipped to you, the verifiable missing items (brought to our attention
within three days of receipt) will be shipped UPS Ground only, unless you wish to pay
for expedited shipping.
If you picked up your order, the varifiable missing items will be readied for pickup as
soon as possible. We do not ship items missed on pickup orders.
LID COUNT: Tin Lids listed as "CASE of 950" are packaged by weight rather than counted.
As per the manufacture, and stated in the individual item description, the lid count can
vary by 5-10% and you may even find a few bent or not perforated (in the Daisy Cut
Lids Case). The fact that we don't count them is why you get the biggest discount on
the case purchase. Requests for more lids when purchased by the case will not be granted.
Candle Soylutions has always been an internet-based business. We try to keep
high quality products in stock at low prices---along with maintaining
outstanding service. Most orders this time of year are shipping next day and
sometimes even the same day. We do this by utilizing software that automates
our processes and reduces errors. By you entering your name, address, phone,
items that you desire, etc....it greatly reduces our clerical burden so we
can concentrate on other tasks. Therefore, we avoid telephone orders if at all
possible. Once you have placed your order, it cannot be changed....99.9% of
our errors has always been due to a change on the order that was misunderstood.
Additions will be treated as a new order.
We accept VISA, Master Card,
Discover, American Express and Paypal.
There are no adjustments to Paypal payments. That means shipping and other charges will NOT be adjusted. With Paypal "what you see is what
you pay" regardless of the form of payment you use with Paypal. This won't matter much on a small order, but it will matter the
more items you purchase or the heavier the items, when the shopping cart shipping estimate is less accurate. If you are picking up your order (Eugene,
Oregon), or you have a large or heavy order, or you are buying CLEARANCE items we suggest you use a credit card. Then we can adjust the shipping and
any other charges prior to charging your credit card.
If you want to pay for a local pickup order through Paypal without paying for shipping,
enter your order as a "Cash-Local Pickup Only" payment type, write "send me a paypal request for payment " in the order comment.
We'll send you a paypal request for the correct amount (no shipping) and let you know if we are low or out of something. Otherwise, if you just
pay for a local pickup order with the shipping an in-store credit, good towards future purchases within 90 days, will be given
for shipping charges on Paypal payments. Your payment must be completed the
day before you pick up your order.
We will ship your order to the address you enter in our shopping cart even if it does not match your confirmed PayPal shipping address.
This way you can set up a drop ship to your customer without effecting your PayPal shipping address.
EUGENE, OREGON Pickup Hours: By APPOINTMENT ONLY
No exceptions, please don't ask, we need time to take care of our orders that are to be shipped out. We will, of course, remove shipping charges for
orders you are picking up prior to charging credit card payments. An in-store credit, good towards future purchases within 90 days, will be given
for shipping charges on Paypal payments for local pickup orders (see Paypal above).
Please help us to help you by following the following policies:
~Orders must be placed online ahead of time-we need 24 hours notice.
~Pickup appointments are available between 9:00am-5:00pm TUESDAY-Friday only.
We simply get too many orders over the weekend that need to be packed and processed for shipping on Monday's before our UPS driver gets here.
~Give us the day and an hour window of time you'd like to stop by in your order "Comment" section or reply to your order confirmation email with your request and we'll try to accommodate it.
~We do not have a retail store-Our website IS our showroom! Everything is boxed-there are no items on display-If you'd like to preview something while you're here, please let us know ahead of time.
~To speed things up, complete Credit/Debit or payments online because we’re not setup with a payment terminal in the shop-or choose "Cash-Local Pickup Only"-and we'll remove any shipping charges.
~Also, please enter "send location" in the comments and we will email you directions on how to get here.
PLEASE print these directions in case we are not able to answer the phone to help you find us.
~For orders that are not pre-paid we accept Cash only----NO CHECKS!
We've had people drive hours to get here and still ask us to take a check. Sorry ;o)
WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANYONE-No bad attitudes allowed!
We do NOT share your name,address, phone number, email address or anything else about you with ANYBODY!
By ordering from Candle Soylutions you are giving US permission to contact you in the future.
You have up to 15 days after the
ship date to initiate the return request.
Returned merchandise must reach our warehouse with an assigned Return Merchandise Authorization number
within 30 days
from date of receipt of product. Unless the wrong item was shipped, all
returned merchandise will be given an in-store credit towards a future purchase within 90 days.
All credits become void after 90 days. Absolutely no returns on: wax, fragrance oils, dyes, tea light candles,
personal care products (lotions, butters, creams, etc.), wicks,
additives, starter kits, packaging supplies if partially used or containers
that have been filled, opened large quantity cases, CLOSEOUT or CLEARANCE ITEMS. This is
the only way that we can assure every customer
that their products are unused and unadulterated. A 20% restocking charge will
be charged unless of course the problem was due to our error. This covers the
labor to restock the products and process the paperwork. If items are not in
re-saleable condition when you return them, no credit will be given. A digital
picture will be taken for documentation. Packages recieved without a RMA number
(Return Merchandise Authorization number) will be refused. Please be sure that the
number we give you is clearly legible on the box. Shipping charges will not be
Candle Soylutions is not responsible for items returned to us without the RMA number even if accepted
or even if signed for here. No refunds or credits are given for merchandise returned without prior
authorization and within the time period listed above.
We do our best to depict the actual product--both by picture and by description so there won't be any
confusion about a product. We purchase from multiple vendors, so some items may have minor variations
in color, shape, or finish, especially the hand made ceramic and glass products. The product you order
this time may still be accurate by the description
(example: "70 mm twist lid-Gold") but may not be the EXACT gold shade like the one you ordered last time,
or there may be other slight variants. If it's critical, you will need to order small quantities each
time to sample. Even at that, we cannot guarantee the product we ship you will come from the same "batch"
as your samples, so expect some variation. Candle Soylutions does not claim to sell any products that are "Perfect"
nor do we sell or discount products as "Second Quality". Returns due to product variation and minor or cosmetic flaws
that do not effect the usability of the product fall under the same return policies listed above.
You are responsible for purchasing in a quantity you are comfortable with to make certain it meets your needs and standards, and
testing your products with our packaging for compatibility. If you purchase a large quantity of product that does not meet your
needs or standards you will incur a large shipping expense and restocking fee to return it. If you purchase a large quantity of CLOSEOUT or
CLEARANCE items and they don't meet your needs or standards you still cannot return them (no exceptions).
We ship products to you in as good, or better, boxes and packing than we get from our suppliers. It is
impossible to avoid minor dust, dirt and scuffs, especially on plastic and tin containers which are usually
shipped to us in a box without seperators. Most scuffs are slight and covered with labeling and clear plastic
will show less scuffing when full of products. Again, when it's a concern order small to make certain our
products meet your standards.
You may always contact us by
if you feel you would like to see a closer detail of any items, we'd be happy to send you a digital picture.
Please purchase the smallest
quantity shown as a sample, we're sorry, but we can not send out free