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FAQs


Can I change or cancel my order?
Yes. Changes and cancellations to orders must be within the first 24 hours of placing an order! 


How long before my order arrives?

Once your order has been placed, please allow 24-48 hours for your order to be processed. Orders placed on the weekend do not get processed until the first business day. Please allow 7-14 business days for your order to be made and shipped. All candles are handmade to order and take time to cure. You will be notified via email as soon as your order has been shipped with tracking info attached. Please note, when you select a shipping method at checkout that is the estimated amount of days it will take to get to you AFTER your order is made. I do NOT guarantee estimated shipping times provided by the carrier.

 

What if my order arrives damaged?
If your items arrive damaged, please use your tracking number located in your email and contact the carrier to file a claim.


Can I rush my order?
Absolutely! Select Rush Shipping at checkout and your order will be shipped as soon as your candles are made and cured! If you need your candles by a certain date please say so when placing your order.


Will I receive a confirmation email / tracking info?
Yes! As soon as your order is placed you will receive a confirmation email. You will receive tracking info as soon as your order has been shipped. Please refer to your shipping confirmation email once your candles have been shipped for updates on where your package is. 


How is my order shipped?
All orders are shipped using USPS Parcel Select Ground, Priority Mail, Priority Mail Express or UPS / FedEx Ground. All packages are tracked and include insurance.

 
Do you sell wholesale?
Yes! Please checkout our Wholesale Orders page for more info!


Do you offer International Shipping?
As of right now I only ship in the United States. If you live elsewhere please email staylit.sales@gmail.com and we can discuss your options!


Can I return an item?
ALL SALES ARE FINAL! If you are not completely satisfied with your order or have an issue with your order, please contact me within 3 days of receiving your order. Please note, I am not responsible for improper care of your candle, and do not offer refunds or exchanges. Candle care tips are posted on our homepage to further assist with any candle troubleshooting. 


Why is my coupon code not working?
Coupon codes can be used on most items, but not accessories, items on sale, or bundles/sampler packs. Please make sure your code is not being applied to any of those items. If there is a sale already happening and you have an additional coupon code it can only be used on a singular item. Only one discount can be applied at checkout. If you are still having trouble or the code still isn't working please send a message to staylit.sales@gmail.com. 


Where is my package? 
Please be sure to read 'Store Policies' regarding shipping and delivery. Once your order is made and shipped it is no longer in my hands. I cannot control what happens once a carrier has your package, and I am not responsible for lost or stolen packages. If you have an issue with delivery or info on where your package is please use your tracking number located in your email and contact the carrier. If you did not receive your package due to carrier errors please file a claim with the carrier.  

Why is my candle not burning evenly?

This usually occurs when tunneling or wick flooding occurs. Tunneling is caused by not burning your candle long enough during your first burn and with each burn the tunneling effect will get deeper until you can no longer burn your candle. Flooding occurs when your wick is cut too short and now the flame has become too small to burn your candle properly and ultimately ends up flooding your wick. Please be sure to read our candle care tips on our home page to prevent this from happening to you! 

 

SHIPPING UPDATE

USPS & UPS deliveries may take longer than usual, and all service guarantees are suspended. Please be mindful of this when shopping for gifts! These delivery challenges with our courier's are out of our control. We apologize in advance for the delays in orders, but rest assured you will be warm and cozy next to your candles soon! Please note, all sales are final and no returns will be accepted or refunded. For more information regarding shipping & delivery or other general questions please check our Store Policies & FAQ's pages. Thank you for your understanding!