Shipping policy

Order Fulfillment Time

All of our products are custom made to order. Our normal fulfillment time for an order to ship is within 3 - 5 business days (Monday-Friday). While we strive to fulfill all orders as quickly as possible, orders can take up to 10 business days or more to ship during periods of higher order volume. We send out automated notifications via email or text as soon as an order's shipping label is printed with tracking information.

PLEASE NOTE: The shipping speed a customer selects at checkout does not change or speed up our fulfillment time. The shipping speed only effects how fast a package arrives once it ships within our usual 5 - 7 business days (Monday-Friday) fulfillment timeframe for an order to ship. We do offer a Rush My Order service at checkout which will move an order to the front of our fulfillment queue so that it ships out the next business day.

 

Lost, Stolen or Damaged Shipments

While we are not responsible for lost, stolen or damaged shipments, we do our best to assist our customers when a package has an issue in transit. If a shipment is lost or shows as delivered but is not at your location, we always recommend contacting your local post office first as well as leaving a note for your courier explaining what happened. We also recommend allowing 48 hours for the package to turn up. If the package does not show up within 48 hours of being marked as delivered or if your local post office is not able to assist you further, please contact us immediately so we can file a claim. If USPS deems your package as lost or damaged, we will work with you to have a replacement sent out. Please note that packages deemed stolen by USPS will not be approved for a refund. If a customer receives a damaged shipment and we offer to send a replacement shipment but the customer prefers a refund, a claim would need to be filed with the shipping company and approved by them in order to receive a refund. The damaged order may also be returned by the customer for a refund as well however the cost to ship the package back is the responsibility of the customer.

 

Magic Delivery Protection

Magic Delivery Protection by Magic Candle Company® protects a shipment in the event that it is lost, stolen or damaged during transit. This delivery protection service is offered to all customers at checkout. Magic Candle Company® will reship an order once per order only for customers who elected to add our delivery protection service and has a package that has been deemed lost, stolen or damaged. Magic Delivery Protection does not grant customers who elected to add this service the option of a refund instead of a replacement shipment. If a customer prefers a refund over a replacement shipment in the event that their shipment was lost, stolen, damaged or returned to sender while in transit, a claim would still need to be made with the shipping company first and a refund will be issued upon the approval of the claim by the carrier as noted in our Terms and Conditions.

Magic Delivery Protection is automatically added to all orders at checkout. Customers may elect not to get our delivery protection service simply by moving the slider in their cart to the off position or by removing Magic Delivery Protection from their cart. This service cost only $1.99 no matter the cost of the order. Customers who believe their package is lost or stolen can simply email us at info@magiccandleco.com to open a claim after 48 hours from the date of delivery according to the tracking number provided. If the package has not shown up after 48 hours from the time of delivery, we will reship the order. If a package was damaged in transit, please contact us immediately and be sure to include photos of the damaged item(s) in your email and we will replace your damaged items quickly. Magic Delivery Protection will cover one replacement shipment only in the event that an order is lost, stolen or damaged and cannot be added to an order that has already shipped.

By choosing not to get Magic Delivery Protection for an order at checkout, Magic Candle Company® is not responsible for lost, stolen or damaged shipments as noted in our Terms and Conditions however we will do our best to assist our customers when a package has an issue in transit by filing a claim for the customer directly with the shipping carrier. If and when the claim is approved, a replacement or refund will be issued. Packages that are deemed stolen by USPS will not be approved and the claim will be denied as noted by their terms of service.

If you have any additional questions relating to our Magic Delivery Protection service or in the event of a lost, stolen or damaged shipment, please do not hesitate to contact us via email at info@magiccandlecompany.com.

*Please be aware that by choosing not to get Magic Delivery Protection for your order at checkout, Magic Candle Company® is not responsible for lost, stolen or damaged shipments.

 

Rush My Order Service

Magic Candle Company® orders usually ship within 3 - 5 business days (Monday - Friday) after an order is placed due to high order volume. Adding the Rush My Order service to an order guarantees that a new order will ship the next business day. The Rush My Order "Add to Cart" button can be found on the check out page. Simply click on the "Add to Cart" button next to Rush My Order which will add the service to your cart ensuring that an order ships from our facility the next business day. The cutoff time for an order to be placed with the Rush My Order service is 6 PM Eastern time. An order placed after 6 PM Eastern time that added the Rush My Order service is not guaranteed to ship the following business day however the order will ship the next business day after that. Customers who place an order after 6 PM Eastern and adds the Rush My Order service may email us at info@magiccandlecompany.com to request that their order ship the next business day and we will do our best to get the order out. The Rush My Order service does not effect the shipping method customers select at checkout or the shipping speed. This service only ensures that a new order will ship out the next business day from our facility. If a customer adds the Rush My Order service to their order and selects a Standard Shipping method, their order will ship using a Standard Shipping service.  If a customer adds the Rush My Order service to their order and selects an Express Shipping method, their order will ship using an Express Shipping service. Rush My Order only ensures that an order ships the next business day for customer's who desire or need their order to ship out the next business day. Our Rush My Order service is not refundable if a customer decides to return an order for a refund. If a customer decides to add this service to their order and the order has not shipped yet, we are able to cancel the service and issue a refund for it however once the order ships the service is no longer refundable. If a delay was caused by Magic Candle Company® and the order was not able to be fulfilled and shipped out within the advertised timeframe, we will issue a refund for the Rush My Order service at the customer's request. However, if we shipped an order out within our advertised fulfillment time and used the shipping service selected at checkout but the shipping carrier, usually FedEx or USPS, failed to deliver the package within the estimated transit time, this would not qualify for a service refund. FedEx and USPS shipments may experience delays during transit that are beyond our control. These delays can be caused due to weather, mechanical issues, etc. which we are not responsible for. The Rush My Order service simply guarantees that we will ship an order the next business day based on the time of day the order was placed using the shipping service the customer chooses at checkout. 

 

International Shipping Notice

Magic Candle Company® currently offers international shipping to select countries. Please be aware that all orders are calculated by country and weight during the checkout process. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. We also do not offer exchanges on international orders. If you find that you do not like a product, we do take returns on unused products only. The recipient is responsible for returning the product to us for a refund. Please be aware that shipping is not refundable. The refund will be for the cost of the product only.

*PLEASE NOTE: If an international shipment is refused or returned to sender due to an issue with import taxes, customs duties and fees or with the shipping address used at checkout, only the product is refundable. The cost of international shipping paid at checkout is NOT refundable as the carrier still charges for shipping regardless of customs clearance or address issues. In fact, they will charge shipping twice, the original cost of shipping to the international country it is being sent to and then again to return it back to sender so only the product is refundable in the event an international shipment is sent back due to customs clearance issues or an issue with the address.



Free Shipping Policy

Magic Candle Company® runs free shipping promotions throughout the year and we reserve the right to refuse this promotion to anyone for any reason. Our free shipping promotions are only for orders shipping within the continental United States and may not always include Hawaii, Alaska or any other United States territory or international country. Shipping rates are shown at checkout and are based on order weight and location so customers will see if their shipping address qualifies for our free shipping promotion. Some areas within the United States are considered to be extremely remote and shipping carriers may require a significant surcharge to deliver packages to these addresses. If an order received free shipping at checkout but falls into an area deemed to be extremely remote and requires a significant shipping surcharge, we reserve the right to cancel and refund the order if the customer does not wish to pay the additional surcharge for shipping costs above the standard rate for most continental United States addresses. Please note that if a promo code drops an order's subtotal below the advertised, minimum amount required to receive free shipping during a promotion, the system will remove the free shipping and add the shipping cost back. The order's subtotal must remain over the minimum qualifying amount to receive free shipping.