Shipping
Shipping policy
How long your order takes, what it costs, and what happens if something goes wrong.
Everything we sell is poured to order in small batches, so there are two parts to the wait: the time we take to make and pack your order, and the time the carrier takes to deliver it.
Processing and delivery times
| Stage | Time | What happens |
|---|---|---|
| Processing | 1–2 business days | Your order is poured, cured, packed and labelled. |
| Delivery | 3–5 business days | In transit with the carrier once it leaves the studio. |
| Total | 4–7 business days | Typical door-to-door time for a US order. |
Business days are Monday to Friday, excluding US public holidays. Orders placed over a weekend or holiday begin processing the next business day.
Shipping rates
| Order total | Shipping |
|---|---|
| $100 and over | Free |
| Under $100 | $6.95 flat rate |
The order total is calculated before tax and after any discount has been applied.
Where we ship
We currently ship within the United States only. If you are outside the US and would like our products, email [email protected], we will let you know if that changes.
Tracking your order
You will receive a confirmation email when you order, and a second email with tracking as soon as the shipping label is created. Tracking can take up to 24 hours to begin updating. If yours has not moved after two business days, email us.
Delays
Once a parcel is with the carrier, its progress is out of our hands. Weather, holiday volume and carrier backlogs can all add time. We will always help you chase a delayed parcel, but we cannot refund or replace an order for a carrier delay alone.
Hot weather is worth a mention: coconut wax has a low melt point. In summer, parcels left sitting in direct sun can soften. If you can, have your order delivered somewhere it will be brought inside promptly.
Incorrect addresses
Please check your shipping address carefully before paying. We are not responsible for orders sent to an address entered incorrectly. If a parcel is returned to us as undeliverable, we can reship it once you have paid the shipping cost again.
Lost or damaged parcels
If tracking shows delivered but you cannot find your parcel, check with neighbours and your building first, then email us, carriers sometimes scan early.
If your order arrives damaged, email [email protected] within 7 days of delivery with your order number and photographs of the item and the outer box. Keep all packaging until we have replied. We will replace or refund the damaged item.
All sales are final
We do not accept returns or exchanges for change of mind. This does not affect damaged, faulty or incorrect orders, which are covered above and in our terms and conditions.
Contact
[email protected]
Heavenly Divine Candle LLC
Naples, Florida 34119, United States
