At Guiding Glow Candle Co., our first priority is your happiness! Issue with your product?
Please contact us if you have any problems with your order at firstname.lastname@example.org. If you don't instantly love your candle, you can return or exchange it, unused, within 30 days of delivery.
DAMAGED OR DEFECTIVE CANDLES
If we made a mistake or your items arrive damaged, we sincerely apologize and will take care of that right away! Email us at email@example.com with your order number and details about the damaged product and we'll send you a replacement on us!
CONDITIONS OF RETURN
Candles must be unburned and in original condition. Return eligible items to the address below along with your order number and the reason for your return. We will gladly accept your unburned candle for a full refund, including shipping costs, within 30 days of receiving it.
Due to the nature of these items, unless they arrive damaged or defective,
we can't accept returns, cancellations or exchanges for:
Custom or personalized orders, On Sale items.
If you do receive one of these candles in a damaged condition or you received the wrong item, please contact us with your order number and the details of your order at firstname.lastname@example.org.
We understand that sometimes you don't know if you love a fragrance until you smell it, and certain fragrances just aren't for you. If you'd like to exchange your unburned candle for another fragrance, we will exchange it within 30 days of your order at no additional cost! Exchanges only applicable for candles of the same size. Be sure to contact us via email first and indicate which product you'd like to return or exchange it for along with your order number. Then please mail item to:
Guiding Glow Candle Co.
235 N. Valley St. #237
Burbank, CA 91505
Contact us within: 7 days of delivery
Ship items back within: 30 days of delivery
All orders through Guiding Glow Candle Co. are processed in the order in which they are received and are shipped via USPS Priority Mail from our studio in Los Angeles, CA for a $7 flat rate. Orders can be expected to arrive 3-7 business days after your order is placed. If you'd like expedited shipping, please select that option at checkout, and note that changes in speed will affect shipping costs. If you need your products by a certain date, make sure to order them far enough in advance to allow for any postal delays, should they occur. During the holidays or a natural event, USPS may experience delays beyond our control.
Orders are usually processed within 1-3 business days from the time the order is placed. During high volume times, such as the holidays or wedding season, please allow an extended processing time of 7-10 business days. Be sure to include the correct shipping address before placing order, as we are not responsible for packages delivered to an incorrect address provided by the customer. We will contact you via email if there are any issues with your order.
TRACKING YOUR PACKAGE
Once your order is placed, you'll receive a confirmation email, and you'll receive another email with tracking information once your order is shipped.
We work with USPS to ensure that every package is carefully wrapped, but every once in a while issues happen beyond our control. We are not responsible for any damage accrued during handling, but we will work with you to remedy issues should they occur.
LOST OR STOLEN PACKAGES
Please note that we are not responsible for any packages that have been marked as delivered that may appear to be stolen. We recommend minimizing the time your package remains outside to prevent theft or damage due to extreme weather conditions. Always check with your local Post Office to see if they are holding your package there for you first. If you believe your package has been stolen, please file a complaint with the US Postal Inspector and local police department to report any theft. Please provide photos of your damaged items to help us accurately file a claim.
We currently ship within the United States. We do not currently offer international shipping, but check back with us for any updates!