FAQ
How Do I Place an Order?
Orders can be placed via our website at any time, 24 x 7
Please note that we are a webstore and do not have a physical storefront that you can shop.
Payment: We accept all major credit cards, apple pay and Paypal. Your receipt confirmation will be emailed to you upon purchase. Refunds and cancellations of orders already placed will incur any non-refundable fees assessed by your credit card company or PayPal.
What are your shipping policies?
For UnOrthoDoc Candles we require 24-72 hours to process your order depending on whether we have to make, wrap & label candles. Please allow longer time during peak candle season (September - December). All other orders ship within 24 hours.
Orders are shipped primarily via US Postal Service. Larger, heavier orders may ship via UPS at our discretion. Please email us for an estimated delivery date before ordering if you have to have your items by a specific date. Returns made (at your expense) due to you receiving your order too late for your event will incur our 15% restocking fee.
FLAT RATE SHIPPING or FREE SHIPPING specials are USPS or UPS Services at our discretion.
IMPORTANT INFO
Please ensure shipping address is correct before completing your order. Include full address (apt #, bldg #, co. name, etc.). A $10 fee imposed by UPS related to address corrections would be charged back to the customer if UPS cannot deliver due to incorrect address.
Postal Insurance - UPS and USPS offer free insurance on orders up to $100 and $50 respectively. If you receive damaged products, please contact us within 3 days of receipt of your order. We will coordinate with the shipping service to file a claim. Please provide your order number for faster response. You will receive a replacement or refund if the claim is approved by UPS. If the claim is approved by the US Postal Service, you will receive a refund only as USPS does not reimburse shipping costs as part of the claim. Please hold on to damaged merchandise for 5 business days in case inspection is required.
Will shipping in hot weather affect my candles?
Soy wax is a very soft wax and if kept in hot weather for long periods of time, will get soft and sticky. If candles are shipped during very hot weather, chances are tea lights and travel candles (tins) will get very soft in shipment. Other soy candles (in jars) can withstand the heat better but still please be aware that your candles can be affected by severe exposure to hot temperatures of 75 degrees or higher for long periods of time. Mail trucks are not air-conditioned. Even though orders under $50 are insured, USPS or UPS will not reimburse for melted candles so UnOrthoDoc Candle Co. cannot be held liable for melted candles.
If you are receiving your candles in hot weather (75 degrees or higher)...do not open them until you have taken the box inside and it has cooled for a period of time (room temperature or colder). Placing the tea lights in the refrigerator for 15-30 minutes will help. For best results, do not take them out of the packaging (including bubblewrap) until they have cooled. Store at room temperature.
For best results, please ensure you will be home to receive your package to avoid the candles sitting outside for a long period of time.
To clean melted soy candle wax, use hot soapy water and rub off with a cloth or sponge.
How do you handle returns, refunds and exchanges?
For undamaged items:
If you are unhappy with your purchase for any reason, please contact us within 3 business days of the date you received your order and we will work in good faith to remedy your situation. If you are still unhappy with your purchase and wish to return an item, you must do so within 14 days to be eligible for refund or exchange. You must include the packing slip along with a notation of reason for return. Item must be packaged in original packing material, very carefully so it will not be damaged on the return. Items that are damaged during transit back to us due to improper packaging will not be eligible for refund or exchange.
We do not accept returns on our candles if you do not like the scent. Everyone's sense of smell is different and what may not be pleasing to you is perfectly pleasing to someone else. It is highly recommended that you purchase a sample tea light kit first.
For damaged or lost items:
If you receive a damaged item, we will replace it at no cost to you. We must be notified within 3 business days if an item arrived damaged. Email us immediately so we can contact the delivery company. All packing materials and damaged items must be kept by the customer for carrier inspection. Before we receive credit from the carrier, the carrier will contact you in order to inspect the box and the packing materials (in the case of the US Postal Service Priority Mail, you may be required to take your damaged package to your local post office for inspection.) USPS does not reimburse shipping costs for damaged items so if your claim is approved, you will receive a refund, not an exchange.
If your package is lost or was not delivered, please email us so we can put a tracer on it via the carrier. Do not go through PayPal's Resolution Center as this will delay the trace and we can better remedy the situation directly through the carrier.
All orders are packed with the utmost care. If you received a broken item, chances are it was thrown around during transit.
Do you have a catalog or samples?
We do not carry a catalog, as we are a small home-based business. Our entire inventory is listed on our website. We do not have free samples of our products, however, we do carry a small sample kit of tea lights.
How can I contact you?
If you have questions about our products or your order, please email us and we will respond within 24 hours.