FAQ'S
Buying
candles online without actually seeing the candle can sometimes be
confusing. What will my candle look like, how will it burn, what
happens if there's a problem. We try to provide actual pictures of the
candles we make so you have an idea of what yours will look like. Here
we try to answer other questions you may have. Please feel free to
contact us if you have any additional questions.
Email your
questions to:
candlewicks@optonline.net
Some more
frequently asked questions can be answered right here!
How long will my tealights and votives
burn?
Why is my candle leaving wax on the sides of the
container as it burns?
Why do I see soot or smoke coming off my candle?
Why did my candle melt one side more than the other?
Why does my wick have a big "bead" on the top of it?
Why should I use a natural soy or palm wax candle
instead of paraffin?
What are your shipping policies?
Will shipping in hot weather affect my candles?
What is your return & refund policy?
How long will my tealights and votives burn?
Burn time on any candle varies from
candle to candle, based on the type of wax, dyes, & fragrances used.
The environment in which they are burned also effects burn time.
Surrounding your tealight with insulating material or in a draft will
decrease your burn time. For optimal burn times, you must burn your
candle entirely in one sitting. If you extinguish the flame and then relight
it, you will not get the maximum burn time. Our tealights have been
tested to burn 7+ hours.
Votives liquefy when burned.
They burn through their walls to allow the melted wax surround the votive
and allow the flame to burn correctly. For optimal burn performance,
any soy votive will burn best in a straight up, snug votive holder, not the
roly-poly style or wide open
container. These will decrease your burn time.
Our votives have
been tested to burn 15+ hours when burned in a proper votive holder.
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Why
is my candle leaving wax on the sides of the container as it burns?
This occurs when the candle isn’t allowed to form a
wide enough "melt pool". The first burn of a candle should be long
enough to allow a melt pool to form all the way across the candle. The
general 1st burn rule is 1 hour per inch of diameter of the candle.
For example, a 3" wide candle should be burned 3 hours the first time.
Subsequent burns should be long enough for the melt pool to reach the same
spot as the first burn. It won't take as long on subsequent burns.
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Why do I see soot or smoke coming off my candle?
Make sure your wick length is 1/4"
long. If it's longer, it can cause smoking or soot coming off the
candle. Extinguish the flame, trim the wick and relight the candle. It
is best to check your wick length every time before you light your candle.
It is also important burn your candle away from any drafts. Drafts can cause
the flame to burn hotter and cause smoking.
Tea lights and
votives do not require trimming.
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Why did my candle melt
one side more than the other?
Make sure the
wick is standing straight. If it leans to one side, the flame will melt the
wax on one side of your candle more than the other. It's best to straighten
the wick while the flame is out but before the wax has hardened, as the wick
may break once the wax is hard.
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Why does my wick have a
big "bead" on the top of it?
This is called
“mushrooming” and it is a carbon build up normal for scented candles. While
we use self-trimming 100% cotton wicks to help reduce the "mushrooming", the
longer you burn your candle, the more likely it is to occur. You can
help reduce the effect by making sure your wick is trimmed to 1/4".
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Why should I use a natural
soy or palm wax candle instead of paraffin?
Soy wax is made from
soybeans grown in the US and is a renewable resource. Palm wax is made from
palm tree oil and is a renewable resource. Soy & palm wax candles are clean
burning; virtually soot free. Soy and palm wax candles burn cooler and
slower than paraffin wax candles and therefore last longer. Soy and palm wax
clean up with soap and water. Paraffin wax is a heavy hydrocarbon that
comes from crude oil. It is derived from the light lubricating oil
distillates. Paraffin is NOT a renewable resource.
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What are your shipping
policies?
ALL of our candles
are hand made and hand poured to your specific order. We are not a
wholesale candle warehouse. Once the candles are made we allow a 24
hour curing time. Most candles are made within 2-3 business days of
ordering & ship within 3-4 business days. Please allow longer
time during peak candle season (September - December). We send an
order confirmation email when we receive your order, giving you an estimated
shipping date. If your order is received on a weekend or holiday, you
will receive your confirmation on the next business day. If you wish
to cancel your order, an immediate return email will be
sufficient, and we will issue a full refund. If you have questions or
special requests, please email us and we will try to help you. Our
primary shipping service is USPS Priority mail to help keep your shipping
costs down. Please check your spam / junk folders for our email
or add our contact info to your address book.
SHIPPING DEADLINES:
November 15 is the ordering deadline for Thanksgiving Candles.
December 15 is deadline for Christmas. Express shipping is available, but it
still takes time to make the candles. Please order early!
Email us if you are
concerned about your order arriving in time.
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Will shipping in hot
weather affect my candles?
Soy wax is a soft
wax with a low melting point. If it's kept in hot weather for long
periods of time, will get soft. Palm wax candles can withstand
the heat better but still please be aware that your candles can be affected
by severe exposure to hot temperatures of 80 degrees or higher. If you
receive your candles during a period of extreme hot weather, leave them in
the box at room temperature for several hours before opening, to allow the
candles to cool, so that they will not be damaged by unwrapping them.
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What is your return &
refund policy?
We
do not accept returns on our candles if you do not like the
scent or color, or if you burn them incorrectly. Everyone's sense of smell is different and what may not be
pleasing to you, is perfectly pleasing to someone else.
We have
included a Color & Fragrance
Chart on this site for reference purposes.
If you
select a color on the computer screen, it may not be the same color we see
on our screen. We try very hard to match the color you select, but
matching colors for candles is very difficult and your candle may be
slightly lighter or darker than what you have chosen. We package
our candles very carefully so that they arrive at your home in perfect
shape. However, we all know that packages do get tossed around and
this may cause damage to your candles. If your candles arrive damaged,
please notify us and we will work with you to rectify this problem. DO
NOT RETURN THE DAMAGED ITEMS UNLESS WE REQUEST THE RETURN. YOU WILL
NOT RECEIVE CREDIT FOR UNAUTHORIZED RETURNS.
We are aware that even
the most carefully made candle can sometimes fail us. If you are
dissatisfied with your candle and feel a refund is warranted, please contact
us. If a refund is warranted due to candle failure or damage in
shipping, a refund of the
purchase price will be issued after the candle is returned. Cost of
return is the buyer's responsibility.
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