Frequently Asked Questions
Frequently Asked Questions:
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.
What do I do if I receive the wrong or broken candle?
Contact customer service at firstname.lastname@example.org. 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.
Where is the warehouse/headquarters located?
The Colonial Candle headquarters is in Charleston, SC. The main warehouse is located in Union City, Tennessee.
How do I contact you? What are you hours?
Please contact customer service at email@example.com or call 1-866-445-9993. Offices are open Monday – Friday from 8am-5pm EST.
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. 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, contact firstname.lastname@example.org. All of our candles are produced in Elkin, North Carolina.
What carrier does Colonial Candle use? Do you ship internationally?
Colonial Candle generally ships FedEx. Colonial Candle only ships in the United States, but we do have a few overseas retailers that carry our candles. Click on the FIND A RETAILER tab at the bottom of the webpage to find a store near you.
How do you become a retailer?
Please contact wholesale at email@example.com or dial 1-866-445-9993. Offices are open Monday – Friday from 8am-5pm EST.
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 24 hours for the tracking information to update.
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 at firstname.lastname@example.org 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.
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, 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 email@example.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.
How do I return my order? How will I know if my return has been processed?
Contact customer service via email firstname.lastname@example.org or telephone 1-866-445-9993. Office are open Monday – Friday from 8am-5pm EST.