Availability
We do our best to maintain reasonable inventory levels; after all we can’t sell you what we don’t have.
Sometimes we are out of what you need; it could be a sudden jump in popularity or a manufacturer that
isn’t keeping up with demand. We cannot guarantee that what is available today won’t be discontinued
by the manufacturer either. Candle Soylutions does not offer credits, refunds or exchanges for any
merchandise or samples purchased, which has become no longer available.
Backorders
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.
Catalog
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.
Credit Cards
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
NOT
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
debit
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.
Damages
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:
UPS
Customer Service.
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.
Debit Card
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.
Disclaimer
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.
Fragrance Types
Some Candle Soylutions fragrance oils attempt to imitate fragrances sold by major perfume, candle,
cosmetics and personal care product companies. We call these “Types” or “by…”. Although our fragrances
may be very similar to the original name brand versions when ours were created, they are not identical
and can vary as the major brands change or update their scents. Our fragrance oils that have been named
as “Types” or “by…” simply refers to the major brand name for comparison purposes only. Candle Soylutions
is not affiliated in any way with the Major Brand products. We do not sell, nor have we ever sold, any
merchandise produced by these brands, and none of our products are sponsored, licensed, or endorsed by them.
All trademarked names and service marks remain the exclusive property of their respective owners.
Hours of Operation
We are a website based business open 24/7. Please see Local Pickup for information about coming in to the shop
to pickup your orders.
Incorrect or Invalid zip code or address
USPS will deliver to most addresses, including Post Office boxes. UPS does not deliver to Post Office Boxes. If your order is returned
to us because you selected UPS shipping and then gave a US Post Office Box address, the package may be returnd to us and you will be charge
a 20% restocking fee and all the costs of shipping, just like it was a return.
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, unless
it was our error.
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.
INTERNATIONAL & APO BOX Shipments
Candle Soylutions is no longer shipping outside the United States or to APO addresses, nor do we allow courier pick up
at our location. If you want to set up an account with
a freight forwarder company here in the US, we can ship to them. They collect many shipments from
around the country and bundle them into bulk shipments to your country and then deliver to you.
We are not able to recommend a particular forwarding company. You locate the company you want to
work with here in the United States. You must be certain the company you choose will ship what you
are purchasing. Some will NOT ship fragrance oils! Allot of times we don't know we are shipping
to a freight forwarder so if you have us ship items they won't forward the items will be discarded
and no return is allowed unless you agree to pay the return shipping. Standard return policy applies.
You can enter their US shipping zip code into our shopping cart to see
how much it will cost to get the shipment to the forwarder. They will need to help you with an
international shipping quote the rest of the way.
To order, you will need to pay in our shopping cart system through PayPal as we do not accept
international payments on credit cards.
You should know all responsibility for the package ends when it arrives at the forwarding company.
Although we certainly try to avoid mistakes there is no recourse for missing or incorrect, leaking or
damaged items or the shipping costs for any reason in this circumstance.
Minimum Order
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.
Missing/Incorrect Items
Claims for missing/incorrect
items
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.
Ordering
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.
Payment
We accept VISA, Master Card,
Discover, American Express and Paypal.
Paypal
We often make shipping adjustments when our cart over estimates the shipping costs. With PayPal paid orders, we will make a shipping adjustment
when the savings to you is at least $3 or more. Otherwise it's simply too time consuming.
If you are picking up your order (Eugene, Oregon), 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 we will refund your shipping. If you want to pay 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.
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.
Local Pickup
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.
Please help us to help you by following these guidelines:
~Orders must be placed online ahead of time-we need 24 hours notice.
~Pickup appointments are available between 10:00am-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.
~Payment: To speed things up, complete Credit/Debit Card payments online because we’re not setup with a payment terminal in the shop. We will, of course,
remove shipping charges for orders you are picking up prior to charging credit or debit card payments.
Or choose "Cash-Local Pickup Only" as payment method and bring cash (no checks).
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, the shipping will be refunded to your PayPal account.
for shipping charges on PayPal payments. Your payment must be completed the
day before you pick up your order.
If your shipping address is outside the Eugene Oregon area and you don't tell us in the comment section
that you're having someone pick up your order it will get shipped. Once it ships the costs are not refunded.
~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 all major credit cards, or Cash only----NO CHECKS!
We've had people drive hours to get here and still ask us to take a check. Sorry ;o)
Privacy
Your email address and phone number will be part of the shipping manefest, so the delivery person can
contact you if they have an issue with the package or delivery. Otherwise, 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.
Returns
Important! Very few items we sell can be returned for any reason. If you have questions about products, ask us before you order! 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, wicks, fragrance oils, dyes, lids, tea light candles,
personal care products (lotions, butters, creams, etc.), additives, starter kits, packaging supplies, 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
refunded.
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.
Samples
Please purchase the smallest
quantity shown as a sample, we're sorry, but we can not send out free
samples.
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).
Minor Flaws
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,scuffs or dings, especially on plastic and tin containers or metal lids, which are usually
shipped to us in a box without seperators. For example, most tin lids come to us loose bagged in a box of 950 so they are shipped
to you loose bagged also. Most scuffs or dings 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. If you need to cherry pick product it's recommended you order 10-20% over what you need and discard
or donate the remainder.
You may always contact us by
EMAIL
if you feel you would like to see a closer detail of any items, we'd be happy to send you a digital picture.
