My Order

I didn’t receive an order confirmation email. What should I do?

If you did not receive an order confirmation email within 1 hour of placing an order, please check your spam folder. If it is not in your spam folder please contact customer support at help@candle-lite.com

How do I check the status of my order, backorder, return or exchange?

When you place an order on Candle-lite.com, you will receive an email confirmation that includes your order number. Please keep this email for your records. You can click the “View Your Order” button in your confirmation email to track the status of your order.  For your convenience, users who create an account can check the status of their order easily using the “Order Status” feature under “My Account”. To check your order status, click here.

What if an item is unavailable or backordered?

We try to ensure that any item that is available for order on our site is available to ship immediately. Occasionally, our system may be delayed and there could be items available for sale that aren’t available to ship. We will contact you via email if an item has been backordered and provided an estimated availability date or the option to cancel that item in your order for a refund or alternative item of equal or lesser value.

I received my order, but one item was missing. What should I do?

If you received your order and an item is missing please contact our Customer Service team here and provide your order number along with the missing item(s).

How do I modify or cancel my order?

Please contact us by form or chat and we will make our best effort to assist you. Due to our quick processing & shipping times at our distribution facility, we are often unable to cancel or modify and order after it has been submitted.

My order status is “in progress”. What does that mean?

Your order is in the process of being fulfilled and shipped, but does not yet have a tracking number. Changes to your order cannot be made once it is In Progress. We will gladly accept your return in accordance with our Return Policy.

I just ordered an item, but now it’s on sale. Do you honor price adjustments?

If the price of an item you purchased is marked down within 10 days of a purchase, a one-time price adjustment may be made by contacting customer support here.

Ordering & Payment Options

I want to purchase an item, but you don’t have it available. Do you expect to have it back in stock?

It depends! As the candle industry changes and seasons change, so does our selection. Some candles are phased out by season or year and will return at a later time while others are limited and will not be produced again. We also may temporarily run out of stock but have more returning to the site. If you do not see a candle you are looking for, contact our support team and they can help get you updated availability.

Is it possible to save items in my shopping bag?

Products can be added to the cart and will be saved when the customer returns. Cart is cookie based so the products will be there as long as the cookies are not erased. 

How can I get free shipping?

Free Shipping is only eligible to contiguous United States and you must reach a basket size equal to or greater than the free shipping threshold. Due to costs, unfortunately, we cannot offer free shipping to states & locations outside of this.

When will my order be processed?

Typically, orders for items that are in-stock and are placed between Monday-Friday before 12 PM EST will ship out within 2 business days.

I ordered expedited shipping, when will it ship?

Orders placed with expedited shipping before 12PM EST Monday - Friday will ship out same day with the shipping service selected at checkout.

Can I purchase a gift card online?

We do have gift cards! Click here to purchase a gift card or search “gift card” in the search bar at the top of the website.

How do I redeem my gift card?

Gift cards may be redeemed online during the checkout process. To redeem, please have your gift card email or number available as you will need to input the card number during the checkout process. 

How long are gift cards valid?

Gift cards are valid for 5 years after the time of purchase.

Can gift cards be used outside of the U.S?

Gift cards cannot be used outside of the U.S.A and are only valid on the website www.candle-lite.com. At this time, no orders are eligible to ship outside of the U.S.A.

Does www.candle-lite.com ship outside of the U.S?

Not at this time. Currently, www.candle-lite.com only ships within the U.S.A.

Do you gift wrap?

At this time we do not gift wrap as we strive to keep shipping & handling costs as low as possible to pass those savings to our customers.

What forms of payment are accepted on www.candle-lite.com?

We accept the following forms of payment: 

- Visa

- MasterCard

- Discover

- American Express

- PayPal

- Shop Pay

- Google Pay

We do not accept checks, cash, or money orders

When will my credit card be charged?

Your credit card will be charged for the order when the order is placed.

How do I redeem a coupon or a discount code?

To redeem a coupon or discount code, please enter the code in the “promo code” field at checkout.

Returns, Adjustments and Exchanges

Request Refunds, Returns & Exchanges

Candle-lite refunds, returns and exchanges must be initialized via a customer support ticket. You may begin this process by contacting our customer support team via the Contact Us link, selecting the corresponding topic from the subject drop down and including your order # and the return reason in the comment box.

Missing Products

If you are missing a product(s) do not use the return / exchange process. Please contact our support team at help@candle-lite.com. We will support you by checking the original shipment packing list and shipping weight to verify if an item was missing. If an item was missing from the shipment and was not shipped in a separate package, we will promptly ship this item to you.

Returns

Products used less than 50% that are defective may be returned or exchanged within 60 days of purchase. To start this process, contact our customer service team. An image of the item will need to be provided in order to verify. 

Products used more than 50% cannot be returned or exchanged. If you believe the item is defective, contact our customer support team. If the item is deemed faulty, a replacement item will be shipped or you will be provided with store credit.

Refund or Replacements

Returns / Exchanges that will receive a refund or replacement:

- The wrong item was received

- The item was delivered damaged or broken (images required)

- The item is defective (images required)

Reruns or Exchanges requiring self paid return shipping

- Unused item that is no long wanted

- Any reason for return that is not listed in the refund or replacement section above

My Subscription

How do I check my subscription?

You can access your subscription by logging in to your Candle-lite.com account. You are required to set up an account when purchasing a subscription. When logged into your account portal, there will be a Manage Subscriptions link. 

How do I swap a subscription product?

In order to swap a product in your subscription, you will first need to log into your account. Within the Subscriptions tab, click on the Actions button found next to the subscription you want to swap and select Swap from the dropdown menu. On the following page, you will be prompted to select a new product.

How do I cancel a subscription?

To cancel your subscription, you will first need to log into your account. Within the Subscriptions tab, click on the Actions button found next to the subscription you want to cancel and select Cancel from the dropdown menu. On the following page, you will be prompted to enter a cancellation reason.

How do I update my billing information?

In the Billing Information tab you’ll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

How can I skip a delivery?

Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.

How do I update my shipping address?

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping / delivery address, this does not update the billing information related to the method of payment.

Technical Questions

I forgot my password, what can I do?

Click “Login” in the top right-hand corner of the site and you will see a link that says “Forgot your password?”. Enter the email that your account was set up using and password reset instructions will be sent to you.

I receive emails from you but I did not set up an account. Why?

Please note that you can sign up for emails in different ways, not just by creating an account. Emails can be subscribed to via different pages on the website by entering your email to receive communications, during checkout, and through lead forms on social media channels. If you wish to unsubscribe, there is a link in the bottom text of each email that you can click to stop receiving email marketing communication.

Am I required to sign-in to shop?

Candle-lite.com does not require that you create an account or sign in to shop. You can checkout as a guest on our site, but we may require an account set up for subscriptions or loyalty programs.

General

What causes a candle to burn unevenly?

Drafts are the culprit – causing the flame to burn to one side. Another reason could be that the holder
is not resting on a level surface and the wick is not centered and straight.

Does Candle-lite use lead wicks?

Our wicks contain no lead. Candle-lite has been manufacturing quality candles in the USA since 1840 and has never used lead or metal core wicks. The consumer’s safety is paramount and our goal is to produce the safest and highest quality candle products.

Why do some candles give off smoke?

Once again the key to this answer is proper burning conditions. Always trim wicks to 1/4″ before lighting. If a high flame or smoking is noted during a burn, extinguish, trim the wick again to 1/4″ and relight. Drafts can also be an important factor. They can cause a candle to burn unevenly exposing more wick than necessary. Remember, air vents, open windows and overhead fans all create air currents that will cause the flame to smoke.

Why do Candle-lite instructions recommend that you discontinue burning filled jar candles when 1/2" of unmelted wax remains?

To avoid any possibility of the flame coming in contact with the bottom or sidewall of the glass container, we recommend you stop burning when there is 1/2″ of hard, unmelted, not liquid, wax remaining. Some wax should remain on the bottom for safety’s sake! Always burn jar candles and all decorative candles on a heat resistant surface.

Why do small balls sometimes form on candle wicks?

This activity is frequently called mushrooming. This is a clear sign to extinguish, trim the wick back to 1/4″ and relight. Take care not to drop any of the trimmings or any other foreign material in the pool of wax. This “mushroom” formation typically will form when the candle is burning too fast.

What is the recommended burning time for jar candles?

We recommend burning for up to four hours at each lighting to receive the most efficient and safe use of your jar candles. Allow the candle to cool, trim the wick to ¼” and relight.

Why should I look for the Candle-lite name on the label when I want new candles?

Candle-lite has been manufacturing quality decorative candles in the USA since 1840, and our dedication to quality is as keen as it was more than 160 years ago. Industry leadership has been earned through a continuous commitment to safety, product quality and corporate responsibility. When you see the Candle-lite name you know that you have purchased one of the best scented candles on the market!

How does Candle-lite develop so many true-to-life fragrances?

Candle-lite’s fragrance team is constantly evaluating new fragrances, collaborating with vendors and studying market trends to bring you that lifelike and real true fragrance experience that you have come to expect from us. All other details are our secret gift to you as a Candle-lite consumer!

What is "fragrance throw" and what releases the aroma into the air?

We understand the importance of your fragrance experience and strive to provide you with the very best scented candles. “Cold throw” is what you experience when the candle is not burning and “hot throw” occurs when it is burning. Fragrance is emitted into the air from the melted wax pool.

What are essential oil candles?

Essential oils are extracted from a variety of flowers, herbs and fruits. Some examples might be lavender, orange or grapefruit in the citrus family or perhaps spearmint. Essential oils are natural and are not compounded in a laboratory. The use of these oils is yet another enhancement of your fragrance experience.

Why do you discontinue a fragrance?

Consumer attitudes, lifestyle trends as well as color and market inspirations change on an ongoing basis. Candle-lite’s product development team strives to present fragrance collections that are consistently on trend for today’s discerning candle consumer.

Do you sell products wholesale?

We do have retail & wholesale partners for our products. If you are interested in becoming a wholesale partner, please reach out to our sales team at salesinquiries@candle-lite.com