FREQUENTLY ASKED QUESTIONS
WHAT ARE YOUR SHIPPING COSTS?
The Candle Mug Company currently uses the United States Postal Service to deliver packages. All shipping costs are determined by the USPS Shipping Calculator at the end of checkout.
WHAT IS YOUR RETURN POLICY?
Thank you for your purchase. We are so happy that out of all the businesses that you could choose, you chose us! We accept returns for store credit only. Please see below for more information.
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Returns
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All returns must be postmarked within three (3) days of the delivery date. All returns must be in new and unused condition, with all original tags and labels attached, and must include the original packaging material and accessories. We will reject the return or may choose to impose additional charges against the customer for replacement of the missing components.
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We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:​
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Irregular or excessive returns history involving altered, damaged, or missing items; or
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Potential fraudulent or criminal activity.
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Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.
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Return Process
To return an item, please email customer support at info@thecandlemugcompany.com within 24 hours of delivery to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging with the RMA number on the outside of the packaging, and mail your return to the following address:
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The Candle Mug Company
Attn: Returns
RMA #
6580 Monona Dr #1019
Monona, WI 53716
United States
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Please use the original package, if possible, and seal the package securely with tape. We recommend using protective packaging materials to minimize any damage to the product. Remove any other labels from the package. We recommend insuring the package and that you retain a receipt for your records. The Candle Mug Company is not responsible for return postage, the cost of insurance, damaged, lost, or packages that are deemed undeliverable.
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Please note, shipping costs for the initial delivery will not be refunded and the cost of return shipping is the responsibility of the customer.
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Refunds
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After receiving your return and it is throughly inspected, we will process your store credit. Please allow at least fourteen (14) business days from the receipt of your item for your store credit to be processed. We will notify you by email with details regarding your store credit. The original shipping and handling charges, if any, will not be credited.
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Please Note
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​Promotional and sale items are FINAL SALE and cannot be refunded or returned.
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Questions
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If you have any questions concerning our return policy, please contact us at:
DO YOU OFFER GIFT CARDS?
CAN I CHANGE OR CANCEL MY ORDER?
Orders cannot be cancelled after they have been placed. We apologize for any inconvenience.
DO YOU OFFER FREE SHIPPING?
We often offer free shipping promotions to our customers. Join our email list and get exclusive discount codes and promotions delivered straight to your inbox!
HOW LONG DOES IT TAKE FOR MY STORE CREDIT TO BE PROCESSED?
Please allow up to fourteen (14) business days after we receive your return for your store credit to be processed. You will receive an email with information regarding your store credit.
HOW LONG DOES FOR ORDERS TO BE PROCESSED?
Please allow one (1) to seven (7) business days after your order is placed for your order to be processed. Please allow one (1) to two (2) business days after your order has been processed to receive your updated tracking information.
WHEN WILL MY ORDER ARRIVE?
Please allow seven (7) to thirty (30) business days after your order has been processed for your order to arrive.
HOW SHOULD I CARE FOR MY CANDLE?
Before Burning
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Prior to burning your candle, trim the wick at least ¼ inch. This prevents uneven burning, dripping or flaring.
Keep the pool of wax free of wick trimmings and any debris at all times.
Place the candle on a stable, heat-resistant surface. This will also help prevent possible heat damage to counters and table surfaces, and prevent glass containers from cracking or breaking.
Avoid drafts, vents or air currents. This will help prevent rapid or uneven burning, sooting, and excessive dripping.
Burn for 2-3 hours each time you light the candle. This will help the candle burn evenly, and remember to trim wicks before each burn.
While Burning
Never leave a burning candle unattended or lit while sleeping. If you are going to leave the room or go to bed, be sure to extinguish all candles first.
Never touch or move a burning candle. Never move a candle container when the wax is liquified.
Don’t burn a candle all the way down. For safety measures, stop burning a candle when there is ¼ inch of wax left in the vessel.
If burning multiple candles, place each candle at least three inches apart from one another. This is to ensure they don’t melt one another, or create their own drafts.
Extinguish a candle if the flame becomes too high or flickers repeatedly. Before re-lighting, let the candle cool, trim the wick, and check for unwanted drafts.
Use extra caution when burning candles during a power outage. Battery-powered lights like flashlights are much safer sources of light during a power failure.
Never burn a candle on or near anything that can catch fire. Keep burning candles away from furniture, drapes, bedding, carpets, books, paper, flammable decorations, etc.
Keep candles out of the reach of children and pets. Do not place lit candles where they can be knocked over by children, pets or anyone else.
When Extinguishing
Use a candle snuffer to extinguish a candle, if available, as it’s the safest way to prevent hot wax from splattering.
Do not use water to extinguish a candle, this can cause the hot wax to splatter and could break a glass container.
Before leaving the room, make sure your candle is completely out and there is no glow coming from the wick ember.
Do not touch or move the candle until it has completely cooled.