Shipping
We offer free shipping on orders over $125 CAD within Canada. For orders under $125 CAD, a small flat-rate fee from $14 applies. U.S. orders ship free over $90 USD. For U.S. orders, shipping covers delivery only: import duties and carrier fees are billed to you separately by UPS (see U.S. Duties and Import Fees below). 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.
U.S. Duties and Import Fees
All U.S. orders ship Delivered at Place (DAP) with UPS. Your checkout total covers your candles and shipping to your door. It does not include U.S. import duties or the carrier’s customs clearance (brokerage) fees.
UPS collects these charges from you before the package is released, usually by email or text with a payment link, or at the door. Your order will not be delivered until they are paid.
Duty rates are set by U.S. Customs and can change without notice. As of August 2026, candles imported from Canada carry a 50% U.S. duty on the value of the goods, plus UPS clearance fees. On a $100 USD order, expect roughly $50 USD in duty before the carrier’s fees. We do not receive any part of these charges and cannot prepay or refund them.
Please factor these charges in before ordering. Refusing a package does not cancel them, and return costs are deducted from any refund (see Refused or Returned Packages below).
Important Notes
-
Remote Canadian addresses may have longer delivery times or additional charges. If this applies, we’ll contact you before shipping.
-
U.S. orders cannot be shipped to PO Boxes.
-
U.S. orders: import duties and carrier fees are not included in your checkout total. UPS collects them from you before delivery. See U.S. Duties and Import Fees above.
-
All shipping fees are calculated at checkout.
Refused or Returned Packages
If a shipment is refused or returned as undeliverable, including U.S. packages refused or left unclaimed because duties and import fees were not paid, any refund (if applicable) will be issued only after the parcel is returned and processed. The following costs will be deducted from any refund:
-
Our actual outbound shipping cost (including when “free shipping” was applied at checkout).
-
Any return shipping fees, carrier return charges, storage, or other expenses billed to us due to the refusal.
-
Any duties, clearance, or return customs charges the carrier bills to us because import fees were not paid.
No refund will be issued if the carrier destroys, abandons, or fails to return the goods, or if returned items are not in resalable condition.
If you’d like your order reshipped after a refusal/return, all outstanding fees 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. Eligible items may be refunded, exchanged, or issued store credit. Replacements are also available for defective, damaged, or incorrect items.
Free items received as part of a promotion (e.g., the free candle in a Buy One Get One offer) are not eligible for returns, exchanges, or the Hope Promise. Seasonal, limited-edition, and heavily discounted items are also excluded.
Return Shipping & Checkout+
At checkout, you may be offered the option to unlock free return shipping for eligible items by paying a small returns fee at the time of purchase.
-
If you choose this option at checkout, return shipping for eligible items is covered.
-
If you choose not to add this option at checkout, return shipping costs will be the customer’s responsibility and will be charged at the rates in effect at the time the return is initiated.
This optional service does not override any final sale items, exclusions, or other store policies listed below.
Please note that return-related fees, including Checkout+ fees and carrier rates, may change from time to time based on factors such as return rates and shipping costs.
Return Exclusions
We cannot accept returns for:
-
Used candles
-
Opened oils or soaps
-
Partially used wax melts
-
Free items received as part of a promotion (e.g., the free candle in a Buy One Get One offer)
-
Clearance items
-
Gift cards
-
Limited edition or collaboration items
-
Products older than 30 days
-
Items not purchased directly from wickofhope.com
Refunds are processed within 3–5 business days after we receive and inspect your return. 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 (up to 2 items). 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
Address Changes
If you need to change your shipping address, contact us as soon as possible after placing your order. We can only update an address before your order ships, and most orders leave our studio within 1–2 business days, so the window is short.
Once your order has shipped, we can no longer change the address on our end. You can still request an address change directly with the courier using your tracking number, though the courier may charge a fee for this.
If a package cannot be delivered because of an address issue, see Undeliverable Orders below.
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 “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.
