Frequently Asked Questions

  1. How long will it take to receive my order?

 Orders generally take 3-5 business days to be processed and shipped out of the warehouse. Depending on the location, it normally takes an additional 2-7 business days for the carrier to deliver the package. For more shipping information please visit the SHIPPING INFORMATION tab at the bottom of our webpage.

 

  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. We also are available by calling 1-866-445-9993 Monday – Friday from 8am-5pm EST.

 

  1. Where is the warehouse/headquarters located?

 Colonial Candle headquarters are in Charleston, SC. The main warehouse is located in Union City, Tennessee.

 

  1. How do I contact you? What are you hours?

 Please contact customer service at customerservice@colonialcandle.com or call 1-866-445-9993. Offices are open Monday – Friday from 8am-5pm EST.

 

  1. What ingredients are used in the candles? Are your candles manufactured in the USA?

 Colonial Candles are made with a variety of wax formulas from food grade paraffin to waxes derived from vegetable sources. We only use the highest quality, food-safe waxes to make our candles. All of our candles are tested for emissions according to the industry standards and they meet or exceed these requirements. All of our candles use lead free cotton wicks as required by industry standards. If you would like an emailed copy of the results for Colonial Candle, contact customerservice@colonialcandle.com . All of our candles are produced in Elkin, North Carolina (all tapers and pillars) or in Mayfield, Kentucky (all jar candles).

 

  1. What carrier does Colonial Candle use? Do you ship internationally?

 Colonial Candle generally ships FedEx. If you would prefer a different carrier, please state it in the NOTES area when you place your order.  At the time, we only ship in the United States but we do have a couple of retailer overseas that carry our candles. Click on the FIND A RETAILER tab at the bottom of the webpage to find a store near you.

 

  1. How do you become a retailer?

Please contact wholesale at wholesale@colonialcandle.com or dial 1-866-445-9993 and then press 1. Offices are open Monday – Friday from 8am-5pm EST.

 

  1. How do I check the status/shipping information of my order?

 Please on click VIEW YOUR ORDER in the confirmation email you received after ordering. You will receive an email with the tracking number once the order leaves the warehouse. Please allow 24hrs for the tracking information to update.

 

  1. Why haven’t I received any confirmation emails?

It’s 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 atcustomerservice@colonialcandle.com or call 1-866-445-9993. The representative will confirm if the order was placed and will send another confirmation email. Offices are open Monday – Friday from 8am-5pm EST.

 

  1. My tracking information says it’s been 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 is correct, search your property thoroughly. Then check with your neighbors as carrier may have made a mistake. If you still haven’t found your package, contact FedEx at 1-800-463-3339 and speak to a representative. Have your tracking number ready also. Sometimes the carrier will deliver the package the next day. 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 the whole process.

 

  1. How do I return my order? How will I know if my return has been processed?  
Fill out the return slip that is located in the package you received. If you do not have one, contact customer service and the representatives will mail you one. Please allow the warehouse 2-4 weeks to process the return. Once we are notified of the completion, we will email a copy of your credit receipt. If you have any other concerns, contact us via email customerservice@colonialcandle.com or telephone 1-866-445-9993. Office are open Monday – Friday from 8am-5pm EST.

 

  1. How do I find a retailer?
Click on the FIND A RETAILER tab at the bottom of the webpage to find a store near you.

 

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