FAQ & Shipping Information

• I don't like the color a particular candle scent comes in. Can I change it?
• Are your candles 100% natural?
• Why does my candle wick have a "mushroom" looking thing on the top?
• It looks like the side of my candle glass is "wet". What is that?

Questions about Ordering & Shipping:

• How long will it take to receive my order?
• I'm coming to pick up my order, and bringing you a check. How do I order online?
• Why is my shipping charge so high?
• Why was I charged Sales Tax?
• What service do you use to ship packages?
• What countries do you ship to?
• What forms of payment are accepted?
• Can I order via email, snail mail, or telephone?
• What is your return policy?
• Is your site secure?

Other Questions:

• What is the proper way to care for a soy candle?
   

I don't like the color a particular candle scent comes in. Can I change it?
As of August 2007, all of our candles are poured un-dyed.

Are your candles 100% natural?
Pretty darn close!  We use 100% natural soy wax.  However the fragrance oil we add is not considered "natural", therefore it would be incorrect to assume the candle itself is "100% Natural".  Please note we use lead-free, and zinc core-free wicks.  Our wicks are cotton cored.

Why does my candle wick have a "mushroom" looking thing on the top?
Tsk Tsk!  You're not trimming your wicks!  You should keep your wicks trimmed to 1/4 inch to prevent this unsightly monster.

It looks like the side of my candle glass is "wet". What is that?
This is a normal characteristic for soy wax.  Sometimes parts of the wax don't entirely adhere to portions of the glass.  This in no way effects the quality or burning process of your candle.

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How long will it take to receive my order?
We don't have a large amount of finished candle stock "on hand", we tend to burn them if we do!  For the most part we hand pour all orders on demand.  You can expect your order to be processed within 1-3 days.  You will be notified upon shipment.  If a particular item is out of stock, it will be indicated before you complete your shopping cart.

I'm coming to pick up my order, and bringing you a check. How do I order online?
We ask that all order go through our website to ensure proper order fulfillment & tracking. 

If you have been previously approved to pay upon picking up your order, you can still place your order on the website, be sure to select "Pick Up" as your shipping method and proceed as if you are using PayPal as your payment method.  Before entering any PayPal info, you can exit out.  This will ensure your order is transmitted to us and we can get started on it right away!

We will contact you when your order is ready.

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Why is my shipping charge so high?
It is nearly impossible to quote an exact shipping charge via the website alone.  We have made every attempt to come as close as possible to your shipping cost based on the option you had chosen.

You will be refunded any excess shipping & handling charge, and if it comes up short ~ we cover it.

Why was I charged Sales Tax?
If the order is being shipped to, or you are a resident of MICHIGAN you will be charged 6% MI sales tax as required by state law. 

What service do you use to ship packages?
Our preferred carrier is U.S.P.S. (United States Postal Service) as this is usually the most cost efficient.  Larger orders may be shipped via UPS at our discretion.  You will be given a choice at checkout.

What countries do you ship to?
Currently we only ship to US address's.  If you have a need for shipping to Canada, please contact us and we will work with you directly. Customs fees, import duties, or taxes may be levied. These charges are the responsibility of the buyer.

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What forms of payment are accepted?
We accept Visa, Mastercard & Online Checks via PayPal.  All transactions at this time are processed via PayPal, and we do not receive or retain any credit card information. 

You can order using PayPal without having a PayPal account.  You may be directed to PayPal's secured site to complete payment processing.  You can be assured this transaction is secure by looking for the "padlock" symbol on the lower right hand corner of your screen.

The name that will appear on your charge statement will be SassayOne LLC, our parent company.

If you need to pay using check or money order, please note your order will not be processed until we have received the payment and it has cleared our bank.  Please be sure to include contact information and we will keep you informed of the status every step of the way.

Send your check or money order along with a print out of your order to:

                                         Candles made from Soy
                                         8425 Rickie Lane
                                         Westland, MI 48185

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Can I order via email, snail mail, or telephone?
We would prefer you utilize our website to order so we may use our time pouring candles!  This also ensures accuracy as you are directly entering your choices.  However, if YOU are more comfortable using a different method by all means do so.  We will require order verification before we process.

You may email your order to: customerservice@candlesmadefromsoy.com

You may snail mail your order to: Candles made from Soy
                                                      Attn: Order Dept.
                                                      8425 Rickie Lane
                                                      Westland, MI 48185

Only orders accompanied by complete product info including size, style and scent along with check or money order for correct amount due including shipping will be processed. 

Our company policy is to only process orders after check or money order has cleared our account.  Please include telephone number and email address so we may contact you if needed.

You may reach us at: 734-788-2701 M-F 11am - 7pm EST.  If you get our answering machine, we must be pouring!  Please leave us a message with your contact info and we will get back to you.

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What is your return policy?
Our policy on candles that just didn't burn properly is as follows:  We test each and every style of our candles to ensure quality.  However to ensure your comfort level, we promise to replace any of our products that by chance do not burn properly free of charge.  First and foremost call or email us immediately to report the issue.  Replacement item will be the same as the originally ordered item.

Our policy on damaged products is as follows:  First and foremost call or email us immediately to report the issue.  We will gladly replace the item free of charge, however we must receive the original item back first so we may make an insurance claim with the shipping service.  Replacement item will be the same as the originally ordered item.

If you are unsatisfied with our product, please call or email us so we may try to remedy the situation.  If we are unable to ultimately make you happy with your purchase, you may send the item back to us for a refund minus postage & handling.  Return postage is the responsibility of the customer, and you must have a return authorization number (obtained by contacting us) accompanying the return.

If we messed up and inadvertently sent the wrong product, we will of course make the correction immediately.  Call or email us for a return authorization number, send the incorrect product back and we will not only send the correct item ASAP, we will include a check to reimburse your out of pocket postage.

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Is your site secure?
YES!  All payments (including credit cards) are processed through PayPal. You will be redirected to the secure site after confirming your selections.
 

What is the proper way to care for a soy candle?
Great Question!  Please refer to our Caring for your Candles page for more information.  You can always find burn instruction labels on the bottom of each candle as well.  

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