Shipping Information
Shipping Costs
We are pleased to offer free shipping on all orders over $100 CAD within Canada and the USA. For orders under $100 CAD, a flat shipping fee of $15 CAD applies, regardless of your delivery location.
As candles are fragile and heavy, we take extra care to ensure they arrive in perfect condition. During warmer months, we may include ice packs to prevent melting at no additional cost.
Shipping to remote or extended areas within Canada may incur additional fees or longer delivery times. If this applies to your order, we will notify you in advance. Additionally, for U.S. orders, please avoid using a PO Box, as UPS cannot deliver to these addresses. Using a PO Box may increase transit times by 2+ weeks.
All shipping fees are automatically calculated at checkout. Please note that international packages may be subject to customs duties, import taxes, or additional fees, which are not included in our shipping rates. These charges are the customer’s responsibility to cover. Wick of Hope cannot calculate customs fees in advance or cover customs-related delays. If you are unsure about customs requirements in your region, we recommend checking with your local customs office before placing an order.
Estimated Delivery Times
Canada:
- Local deliveries: 1-3 business days
- Provincial deliveries: 2-5 business days
- National deliveries: 3-7 business days
USA:
- Standard shipping: 4-8 business days
Delivery times may vary based on location, carrier, and service. Rural or remote areas may experience longer delivery times. Delays may also occur due to holidays, weather, or peak shopping periods.
Order Processing Times
We aim to process most orders within 2 business days. During peak periods (October through December), processing times may extend to 3-7 business days due to high order volumes. Orders are considered fulfilled once handed over to the shipping carrier, and transit time is additional.
You will receive a confirmation email with tracking details once your order is shipped. Shipping charges and estimated delivery dates will be displayed at checkout and in your confirmation email.
Special Care for Fragile Items
As candles are fragile, we ensure they are packed securely. During warmer months, ice packs may be included to prevent melting, ensuring your items arrive in pristine condition.
Returns & Claims
Returns & Claims Portal
For all inquiries, including returns, exchanges, or issues with your order, please start by using our Returns & Claims Portal. This ensures your claim or return is processed quickly and accurately. For additional assistance, email us at support@wickofhope.com, including your order number and a brief description of the issue.
First Time Purchase Guarantee
We want your first experience with us to be as delightful as the candles we create. If you’re not completely satisfied with your first purchase, let us know, and we’ll replace it with a product of your choice—on the house.
This guarantee applies exclusively to first-time customers and is our way of ensuring you fall in love with our products risk-free.
Re:do Protection – Package Protection
We’ve partnered with Re:do to offer package protection for a small fee at checkout. Re:do covers lost, stolen, or damaged packages, ensuring peace of mind.
How Re:do Protection Works:
- Add Re:do Protection at checkout for a small fee.
- If your package is lost, stolen, or damaged, file a claim with Re:do.
- Re:do will either send a replacement or issue store credit.
If you did not opt for Re:do Protection and your package is lost or damaged, please use our Returns & Claims Portal or email us at support@wickofhope.com within 48 hours of delivery. While we’ll work with the carrier to resolve the issue, we cannot offer the same level of protection provided by Re:do.
Return & Exchange Policy
We offer a flexible return and exchange policy to ensure your satisfaction.
What We Offer:
- Full Refunds: Issued for unused, unopened products in their original condition.
- Exchanges for Store Credit: Available for unopened products in their original condition.
- Replacement Products: If there’s an issue with your order (e.g., defective or damaged items).
Non-returnable items include:
- Used candles
- Opened oils and soaps
- Partially used wax melts Returns are only accepted in cases of product defect. We cannot accept returns based on scent preferences or scent strength.
One-Year Candle Burn Guarantee
We offer a One-Year Candle Burn Guarantee, ensuring your candle performs as expected from the first burn to the last.
What’s Covered:
- Wax sinkholes
- Excessive tunneling
- Wicks that won’t stay lit
To File a Claim: Use our Returns & Claims Portal and include a photo or video of the issue and the product code located on the packaging. This guarantee applies only to products purchased directly from our website.
Refunds
Refunds are available for unused products returned within 30 days of delivery. Items must be in their original packaging to prevent damage during return shipping. Customers are responsible for return shipping costs unless Re:do Protection was added at checkout, which waives return shipping charges.
Refunds will be processed within 3-5 business days of receiving the returned item. Refunds issued to a credit card may take an additional 10 business days for processing by your credit card company.
Damaged or Incorrect Items
If your product arrives damaged or you receive the wrong item, contact us within 48 hours of delivery at support@wickofhope.com. Include photos of the damaged or incorrect items, along with the packaging, to help us resolve the issue quickly.
Lost or Stolen Packages
If your package is marked as delivered but hasn’t arrived, wait 3 business days before contacting us. Packages may still be in transit or delivered to a nearby location. If it still hasn’t arrived after this time, email us at support@wickofhope.com for assistance.
Need Help?
If you have any questions or concerns, please don’t hesitate to contact us at support@wickofhope.com. Our team is here to assist you every step of the way.
