Shipping & Returns

Q:  What types of payments do you accept?

 

We accept check, money order, major credit cards, debit cards and PayPal.  If you are dropping off containers to be filled or picking your order up, we also have available a card swiper to process your payment onsite. We will add eCheck in the near future.  Orders paid for by check or money order  will not be shipped until payment is received.  Please make all money orders/checks out to Wicked Wax & Willow.  Our site is SSL Secure certified. 

 

Q:  When can I expect my order to ship from the time I place my order?

 

Our products are a hand-poured, custom order product.  Typically, please allow 2-4 business days from the time you place your order to the time it leaves our location.  If this is a gift item or timing is essential or needed sooner than the average time, just contact us at 440.309.4141 and we will move heaven and earth to get you your order sooner, provided we have what it takes to meet your order contents.

 

If for any reason we suspect a delay on your order processing time, we will contact you to make alternative arrangements, including refund if necessary!

 

 

Q:  Can I use PayPal?

 

Yes.  Just select this option at checkout.

 

Q:  PayPal said it could not accept my method of payment.  What is wrong?

 

Go back to our site and double check your shipping address.  This is the most common reason to get this error.  If your address is unshippable to, i.e. zip code doesn't match with your town or state, it will give you this error.  If you continue to have problems, do not hesitate to contact us!  We can take your information over the telephone.

 

Q:  I live close to your candle lab and would like to pick my product up.  Oh. And do you deliver?

 

Please view our contact page or the bottom of our homepage for our location.  You are more than welcome to pick your orders up to avoid shipping charges.  Also use this location to drop off containers you may want refilled. 

 

Yes, we deliver but you may incur a delivery fee depending on location of delivery.

 

Q:  How soon can I expect my order?

 

Our candles are "made to order" and typically leave our candle lab within 2 business days of placing your order.  

 

This does not include large orders or pillars orders.  We do not inflate shipping cost and you will be charged what we are charged to ship.

 

Q:  How do you ship my order?

 

We currently offer UPS, FedEx and USPS Priority shipping options.  These services offers fast delivery in 1, 2, or 3 days based on where it’s being sent.  At checkout you will be able to view and select the shipping option that best suits your needs.  

 

FYI - We will ship to PO Boxes.  Please allow additional delivery time to APO/Military Personnel.

 

Q:  I haven't received my order.  What do I do?

 

Contact our Customer Service department.  We will move heaven and earth to track down your order.  If a mistake was made on our end we will make it right.  Email or call 440.309.4141.

 

Q:  What is your Return Policy?

 

If you are unhappy with your Wicked Wax & Willow candles order you may return it within 7 days.  It may not be returned for color, scent choices, or order time (you order and the order arrives within the allotted time) unless its our mistake. We will refund you the cost of the candles excluding the shipping.  We will not refund any money to you due to wrong color choice or scent. If the candles are damaged in shipping and can be shown to be our fault we will replace them and request you send the candles back to us. If this occurs we will reimburse the shipping costs for returning the item to us.You must have a Wicked Wax & Willow return # to be eligible for reimbursement.  Email us for the return #. Since all orders are "Made to Order"- we can not resell the product, therefore returns are only due to our mistake......so please double check the order (receipt) and notify us of any changes..

 

Orders may be canceled within 24 hours of placing by email  (excludes custom orders). Just send us an email and we will refund any money due. After 24 hours the candles are in production, so canceling the order will require a 25% restocking fee!

 

No Exceptions

 

Q:  Do you ship Internationally?

 

Yes. 

 

International Orders accepted and delivery will be with current carrier. If shipping out of US please email for exact shipping costs prior to purchase. Include your post code and destination.

 

All candles prepared and packaged with care. Our packages are packed tightly. We always strive to use the best size box with the least amount of wasted space.You won't get a large box with mostly peanuts. The gift set does come with shredded tissue.

 

FYI - If this is a gift will be happy to wrap the package accordingly or add a note card. Just let us know! A free service.

 

Q:  Do you wholesale?

 

Wholesale orders are welcome.  Please email or call us direct at 440.309.4141 for information.

 

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