By placing an order with us, you acknowledge the fact that you understand and agree to our policies.
See our MAIN
Policies page for more info before placing an order
Want a quick shipping estimate? For orders in the 48 US states, just add your items to our
shopping cart, after the first item you'll be
prompted to enter your shipping (street address) zip code. Then keep adding items to your cart,
the shipping will update with every item. You don't have to enter any personal information until you are
actually ready to buy.
UPS Ground is the default method unless you change it during the checkout process.
How do I remove shipping charges for an order I want to pickup? Please visit our
POLICIES page for more information about Local Pickup.
Do you ship International to my country? Please visit our
POLICIES page for more information about International Shipments.
Small Order & Sample Shipping- It is not unusual for the shipping
to cost more than the items on very small orders so it's to your advantage to order more items and make the best of your shipping dollars.
While we do have a very modest $5 minimum order all delivery companies charge a minimum to deliver even the smallest 1 pound box, AND we
still have to add something for packaging supplies and all the labor for the orders, which is why adding the first few lightweight lids
or other items cost so much to ship. You will also notice that as you keep adding small items to your order the shipping does not
increase as fast. To prevent product damage we no longer ship any items in bubble envelopes.
Here's The Thing- With the variety of items we sell the shopping cart system can only estimate the shipping costs. 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. But, if you pay by debit or credit card and
IF the real shipping total is less than estimated by the shopping cart we will adjust it. This 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),
we can adjust the shipping and any other charges prior to charging your credit card.
USPS Priority Mail is a great option for smaller packages. There is a text box in the shopping
cart that explains how to make those rates show. We are working on a new cart system that will work better.
Parcel Post (Now Parcel Select) is very slow and now costs as much as Priority without the benefits and we typically get better rates on
Priority Mail which is very fast.
WE'LL SHIP THE CHEAPEST/FASTEST WAY. JUST LET US KNOW IF YOU HAVE A PREFERENCE!
Keep the following in mind-USPS is most cost effective only on the smallest orders. First Class Mail is only good if your package weighs
less than one pound so it rarely shows as an option in our cart. If you have a tiny order and you want First Class Mail as a cheaper option,
select Priority Mail and then just let us know in the comment section you would like First Class if we can.
Also, our cart doesn't know if your order will fit in a Flat Rate Box but we'll use them if we can. We have to figure that out after we get
your order. USPS insurance is free only for the first $50 but UPS is free up to $100. All packages shipped will be insured.
Even if we use free boxes from the post office on Flat Rate Priority mail, we need to add a small packing/processing fee to our USPS rates
to cover the labor, packing peanuts and tape costs. Our UPS rates shown in your shopping cart include all of these factors.
You will not be charged more than the shipping cost shown in your shopping cart UNLESS we both agree to a change
Can you ship on my shipping account? We no longer ship UPS Collect on other's accounts,
nor do we allow other carriers access for pickup.
Most people tell us they were charged more on their account than we would have charged. This is because,
unless your account is a Daily Pickup Account, where the driver stops in every day, you are not getting the
discounts needed to beat our costs. Even so, we have had too many issues trying to accommodate this request.
We have been back charged for shipping on accounts that were verified as being in good standing and then later
closed by both customers and the carriers. We have also had issues with electronic labels sent for other carrier
pickup orders. Sorry, no more.
To offer products at our prices we must be efficient as possible and pack and ship in large volumes. With the exception of Alaska and Hawaii we ship
via UPS only. UPS does NOT deliver to a post office box or military post office box. On orders larger than reasonable for UPS, we use
truck freight. Remember, trucking companies charge extra to deliver to residences, so typically
UPS is our best way to ship unless over 1500 pounds. You will receive an email
from UPS the day that your order is shipped that will contain your tracking number and delivery date.
Hundred Weight Discount- The shopping cart does not calculate 100 weight discounts (UPS shipments over 200 pounds). If your order qualifies, we
will calculate it after your order is packed. However, UPS now charges a flat rate over $20.00 residential surcharge on hundredweight shipments which
takes away most of the benefit for residential deliveries.
BIG SHIPPER BOXES & MAXIMUM BOX WEIGHT
Please keep in mind, the cart is programmed to
only allow a certain weight in a box, and some items are programmed to ship in a separate box always--
such as wax. If you see a big jump in the shipping rate just by adding one more case of jars, for instance,
then it's either because we really do need to load another box, OR it's possible we can get more items into
the big box than the shopping cart thinks, without incurring an over-weight surcharge.
If you have concerns about the shipping calculation, just put a
note in the "comment" line of your order to "let me know what the real shipping is before processing my order",
then we'll have all the information we need to give you the quote…and we'll wait for your OK, to process your
If we can safely ship more than the shopping cart calculates in one box without incurring an
over-weight surcharge, we will certainly pass
on any savings to you- - as long as you DO NOT pay through Paypal. It is very easy for us to make the
corrections before charging your credit/debit card. Shipping corrections are not made on Paypal payments.
Please visit our
page for more information about Paypal payments before using it. Boxes, tape, peanuts and labor to pack your
order are all expensive.
The shipping charges you see in the shopping cart include a reasonable amount to help defer those costs and may
not necessarily match posted UPS prices.
All shippers charge by the weight of the package and the distance it has to travel. If a package is larger than it should
be for it's weight then the shipping company doesn't feel they are getting paid enough for their costs because they can only put
so many boxes in each truck or airplane. When that's the case they will charge based on the boxes dimensions. This is
most common when shipping tins and plastics. Think of Gallon jugs, they are large but don't weigh much. Example; we
ship cases of our Clamshell Tart Molds in a box that weighs about 22 pounds. UPS looks at the size 22 x 16 x 17 which is
equal to 5,984 cubic inches and currently divides this number by 139 (which equals 43.05) so UPS says the cost to ship this
box is equal to a box weighing that many pounds. Then they always round up to the next full pound so you pay based on a 44
pound box. This is
already figured into your shopping cart estimate but it explains why a package might cost more than you think it should.
$100+ Insurance & 70+ lb Surcharge:
Each package shipped automatically includes UPS insurance up to $100 in product value. Boxes with
over $100 in product will be charged additional for UPS coverage which may not be reflected by your
shopping cart estimate. Also, UPS charges an "Over-weight" surcharge on boxes weighing 70 lbs or more
so our shopping cart is programmed to start a new box before going over (even if it's 70.1 lb). This explains why you
can add just one more little item and the shipping can jump in price more than you expect. We'll determine whether
loading a box heavier than 70 lbs or starting a new box makes more sense while packing your order. If the shopping cart does
not estimate enough for shipping your packages, we will either absorb the cost
or contact you for your approval before shipping so please check your email inbox frequently!
DO NOT REFUSE YOUR PACKAGE DUE TO DAMAGE OR LEAKAGE. It is very rare for this to happen and you are still responsible for shipping
even if you refuse the package. Items damaged in transit must be reported to the carrier immediately. If you need
assistance after reporting your claim, please contact us by email and we will be glad to help you. Save the box and all the packing
materials and package contents as they may come to pickup the package for their investigation.
Candle Soylutions will not replace breakage due to the carrier at our expense. Every item is carefully packed when it leaves here
and a damage claim must be submitted. If your package is damaged and you're not willing to wait through
the claims process you can put in another order for merchandise, it is your choice. Neither Candle Soylutions nor the carrier will
cover the expense of expedited shipping to make up for damaged, missing or incorrect items unless you paid for expedited shipping
to begin with.
PROOF OF DELIVERY:
Carrier proof of delivery constitutes proof that your package was delivered. The driver may or may not deliver without a signature.
Whether you or someone else at the delivery location is required to sign for your package is at the discretion of the driver.
If you want your order delivered with Signature Required we will inform you if the cost is more than was estimated in the shopping
cart order. Once delivered it is up to you to inform us in a timely fashion if you feel the package is missing.
Claims for missing packages must be completed by the carrier before replacement orders are shipped. Replacement orders are shipped using
the same carrier/method as the original. Candle Soylutions does not pay for expedited shipping unless you paid for expedited shipping on the original order.
Transit Days. We ship orders out in the order that they are received. If you choose an express delivery method...the time it takes us to
process your order is not reduced...only the transportation time by the carrier is reduced. We are currently shipping orders out on the same or
next business day unless a link to a Holiday Schedule or Closure notice is posted. Orders received Wednesday, Thursday or Friday will ship out
faster than orders received on Mondays. Saturday and Sunday do not count as business days or UPS Transit Days. The day your order is shipped does
not count as a transit day either, you start counting the day after it ships. If you are one of our regular customers and get in a bind we'll do
our best to rush your order, just put a note in the order comments (this won't work if you make a habit of it!).
UPS GROUND TIME IN TRANSIT MAP