How can we help?

FAQ

1.1 How long will it take to receive my order?

Our standard lead-time from receipt of PO to shipment from our DC is 3-5 business days for in stock product. Right now, due to high season and COVID-19 labor shortages, we are at 7-10 business days from receipt of PO to shipment from our warehouse. Depending upon location it normally takes 2-7 days for the carrier to deliver packages.

1.2 How do I check the status/shipping information of my order? How can I track my order?

Please click on the “View My Order” link in the confirmation email you received after ordering. Once your order ships, you will receive an email with the tracking number. It takes about 24 hours after you received the tracking number for the tracking information to update. Click here to track your order.

1.3 Why haven’t I received any confirmation emails?

It is possible the email went straight to your bulk/spam folder, the email address maybe incorrect, or you still have an abandoned cart. If you cannot find the email, contact customer service through email or call, and we will confirm the details.

Email: customerservice@colonialcandle.com | Call: 1-866-445-9993 Monday - Friday 8am-5pm EST.

1.4 My tracking information says it’s delivered, but my package isn’t here. What do I do?

We are sorry to hear that! After confirming the shipping address on the confirmation email, search your property thoroughly. Then check with your neighbors as the carrier may have made a mistake. If you still haven’t found your package, contact FedEx at 1-800-463-3339 to speak with a representative. Have your tracking number ready. Sometimes the carrier will deliver the package the day after it says delivered. If that is not the case, contact customer service at customerservice@colonialcandle.com or 1-866-445-9993 so the representative can begin a lost/missing package investigation. You will be informed with updates throughout the whole process.

2.1 What do I do if I receive the wrong or broken candle?

Contact customer service at customerservice@colonialcandle.com. Please submit your name, order number, description and pictures of the damaged product. If you have the incorrect item, please note what item is missing.

2.2 What if some candles are missing?

Please check the “View My Order” link on the confirmation email you received after ordering. The candle may be backordered. If it’s not backordered, please contact us through email or phone.

Email: customerservice@colonialcandle.com | Call: 1-866-445-9993 Monday - Friday 8am-5pm EST.

2.3 How do I return my order?

To return order: Contact us through email or phone.

Email: customerservice@colonialcandle.com | Call: 1-866-445-9993 Monday - Friday 8am-5pm EST.