Canada Post Strike Notice (For Canadian Customers)
We are closely monitoring the ongoing labor negotiations that may impact Canada Post services. While the situation develops, here’s what to know:
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Order Delivery: Most orders are expected to arrive on time. We are partnered with alternative carriers to avoid delays, at no extra cost to you.
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P.O. Boxes: Deliveries to P.O. boxes are not supported at this time. If you have a subscription tied to a P.O. box, please reach out to hello@wickofhope.com so we can update your address.
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Next Steps: Whenever possible, please provide a street address. You can update your delivery details or adjust your subscription date anytime through your Customer Portal.
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Staying Updated: Should circumstances change, we will notify you promptly.
We appreciate your understanding and are committed to ensuring your order reaches you without disruption.
Shipping
We offer free shipping on orders over $120 CAD within Canada and the USA. For orders under $120 CAD, a small flat-rate fee applies. Candles are heavy to ship, and we cover part of the cost to keep rates fair.
All orders are packed and shipped from our studio in London, Ontario. Most leave within 1–2 business days, or 3–7 business days during peak season. You will receive a tracking email once your order is on its way.
Delivery Times
Canada: Local deliveries (London, ON) arrive in 1–3 business days. Other provinces usually take 2–5 business days.
USA: Standard shipping takes 2–7 business days, depending on location, carrier, weather, or holiday periods.
Important Notes
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Remote Canadian addresses may have longer delivery times or additional charges. If this applies, we’ll contact you before shipping.
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U.S. orders cannot be shipped to PO Boxes.
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Duties & Taxes for U.S. Orders: Wick of Hope ships with Delivered Duty Paid (DDP). This means we cover all standard U.S. duties, taxes, and import fees upfront — you won’t pay extra at delivery.
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In the very rare event that U.S. Customs assesses duties or taxes significantly higher than expected, we will contact you before shipping your order to confirm next steps.
Refused or Returned Packages (Rare Duty Exceptions)
Since we ship with DDP, U.S. customers should not encounter duties or taxes at delivery. If excess duties/taxes are ever assessed, we will always contact you before shipping so you can decide how to proceed.
If a shipment is refused or returned after this point due to unpaid excess duties/taxes, a refund (if eligible) will only be issued once the parcel is received back at our facility and processed.
The following costs will be deducted from any refund:
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Our actual outbound shipping cost (including cases where “free shipping” was applied at checkout).
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Any return shipping fees, carrier return charges, customs/brokerage, storage, or other expenses billed to us as a result of the refusal.
No refund will be issued if the carrier abandons, destroys, or does not return the goods to us, or if the items are returned in a condition that is not original and resalable.
If you would like your order reshipped after a refusal/return, all outstanding fees (as noted above) plus new shipping costs must be paid before reshipment.
Undeliverable Orders
If a package is returned to us due to an incorrect or outdated address, we will refund the items once received, minus any carrier return fees. If your order is marked “Return to Sender” in error, please contact us and we will help resolve it quickly.
Returns and Exchanges
We want you to love your order. If something is not right, you can start a return, exchange, or replacement request through our Returns & Claims Portal
We accept returns for unused, unopened items in original condition within 30 days of delivery. These may be refunded, exchanged, or credited to your account. Replacements are also available for defective, damaged, or incorrect items.
We cannot accept returns of used candles, opened oils or soaps, partially used wax melts, sale items, gift cards, limited edition or collaboration items, products older than 30 days, or anything not purchased directly from wickofhope.com.
Refunds are processed within 3–5 business days once we have received and inspected your return. Return shipping is the customer’s responsibility. Please allow up to 10 additional business days for your bank or credit card provider to complete the refund.
First-Time Purchase Guarantee
If you are not completely satisfied with your first order, we will send you a replacement product of your choice at no extra cost. This applies to first-time customers only. Submit your request through our Returns & Claims Portal
One-Year Candle Burn Guarantee
All our candles are backed by a One-Year Burn Guarantee covering sinkholes, tunneling, or wicks that will not stay lit.
To submit a claim, you will need your order number, the batch code (found on the warning label under the candle), and a photo or video of the issue. Claims can be filed through our Returns & Claims Portal
Order Issues and Cancellations
If your order arrives damaged, incorrect, or does not arrive as expected, please submit a claim within 48 hours of delivery. Include your order number and clear photos of the product and packaging.
If you need to cancel your order, please submit your request as soon as possible. Once an order has shipped, it cannot be canceled or refunded.
If a package is returned to us because of an incorrect or outdated address, we will refund the items once received, minus any return shipping or handling fees charged by the carrier. In the rare case where your order is marked as “Return to Sender” or undeliverable by mistake, please contact us through the Returns & Claims Portal and we will work with the carrier to resolve the issue quickly.
