FAQ - Everlasting Candle Co.®

The candles can blacken at the top due to strong heat held against the side for long periods of time. This is why we recommend using matches instead of a lighter and placing the candle in an area protected from wind.

Remove the black by rubbing with a dry paper towel. If this does not remove it completely, use a damp cloth with soapy water, however it's important that the wick does not come in contact with water.

When moisture (water molecules) is present in the air, it can cause carbon to build up over time on the top of the candles.

If your candle top is black and hard, simply use a dry paper towel to gently rub some of the carbon off before trying to relight (some black specs will transfer onto the paper towel). This will allow the Pristine Oil® to penetrate the wick once again.

All orders are typically processed and shipped within 2-10 business days from purchase during the holiday season.

All orders are shipped expedited with UPS or USPS. Typical shipping times are between 2-10 business days, but are subject to the shipping carriers. Once a package has been shipped, we have no ability to affect the delivery speed.

We ship all orders with tracked shipping to ensure the order arrives. If your order has been marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. If a claim needs to be submitted, it is the responsibility of the customer to submit that claim directly with the shipping carrier. Please use the tracking number provided to make a claim on the carriers website.

Often if a package is returned to the sender it's due to an incorrect/incomplete address, or it was left too long at the local post office for pick up. In this case the order will be refunded to the customer minus the cost of shipping. The customer would then place a new order with the correct information. Please note it is the shipping carriers policy to charge their service fee whether the package is delivered or returned.

WE PERSONALLY GUARANTEE EVERYTHING WE SELL
At Everlasting Candle Co® we have a 100% satisfaction guarantee for all orders purchased directly through our website. If you’re not completely satisfied with the quality of our products within 30 days of purchase, you may return them for a full refund, subject to this policy:

Original Receipt & Packaging – A full refund will be issued based on the original tender. Refunds are based on the purchase price shown on the original receipt. Credit card purchases will be credited back to the original card. To be eligible for a refund, all items must be returned, unused and in original packaging.

Tracked Return Shipping - Please note the return shipping cost is the responsibility of the customer. We recommend a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

Contact Us - To start a return please contact us at hello@everlastingcandleco.com. Please include photos of the items you would like to return, as well as the original receipt. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages / Issues - If upon reception of your order you inspect damage, or if the item is defective or incorrect please contact us immediately at hello@everlastingcandleco.com so we can evaluate the issue and make it right.

Please be aware there are no refunds or exchanges after 30 days from purchase.

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