Frequently Asked Questions
CANDLES & CARE
What type of wax do you use?
Scently Delightful Candle Company uses a high-quality, specialty soy blend for all of our candle products. It is non-toxic, biodegradable, and vegan. It offers superior aesthetics, slow burn time, and amazing scent throw.
How do I care for my candle?
When lighting a candle for the first time, allow the wax to melt all the way to the sides of the container. This should take approximately 1.5 to 2 hours, but ultimately depends on the container’s size. Failure to allow the wax to melt all the way to the edge could cause “tunneling,” which limits the life and performance of your candle. Make sure to allow the entire top of your candle to melt each time you burn it. Limit your burning time to prevent the glass from overheating. We recommend burning your candle no longer than 4 hours each time it’s lit. Keep your wick trimmed regularly to ¼ inch to avoid "mushrooming." Discard your candle once the wax reaches ½ inch deep. Then, come back to our site and purchase another one!
Why do I need to keep the wick trimmed?
Your wick should be trimmed regularly to ¼ inch before burning and/or relighting your candle. This will ensure a long-lasting candle, minimize soot, and remove any mushrooming of carbon on the end of the wick. Flames can get out of control if the wick is left untrimmed! Do not allow wick trimming to fall into the wax, as this can create a fire hazard. Wicks can become very difficult to trim with scissors once the candle burns down low in the jar. For this reason, we recommend investing in a wick trimmer.
What is scent strength?
Our 8 and 9 oz candles vary in strength, but most fill a small or medium size room with scent - not a large open area. Our 4 oz candles are intended to be used as samples, testers, or as small gifts. These smaller candles can typically scent a very small room.
Allow your candle’s wax to melt until about ¼ inch deep. This is called a melt pool. This is also where all that fragrant aroma is released. If you cannot smell the aroma, it means that the candle is too small for the area. If that’s the case, move your candle to a smaller room - or better yet, purchase more of our candles to put in any large-sized rooms of your choice!
What are wet spots?
"Wet spots" are not really wet areas, but rather spots caused by shrinkage and air bubbles that occur as the wax is cooling inside the glass container. Our candle making method maintains exact pouring and cooling temperatures that, coupled with other techniques that we use, significantly decreases the likelihood that our candles will form wet spots after they initially harden. However, as candles cure over time, the wax continues to expand and contract in the glass container, sometimes resulting in wet spots. It’s important to know that wet spots are extremely common, even in well-known major brands, and that they do not inhibit the functionality of your candle.
SHIPPING
How do you ship and what is your timeline?
We ship USPS first class or priority mail, depending on the weight of your package. Our typical processing time is 3-5 business days, meaning that your item will be ready for shipment within 3 to 5 days after your order is placed. When your item ships, you will receive a tracking number. This number will provide you with detailed information about how your package is moving through the courier system as well as a date for when your package is expected to reach its destination.
Do you ship internationally?
Yes! Currently, we ship to North America, South American, the Caribbean, and Europe. We have a flat international shipping rate of $12 for Canada and $17 flat rate for all other countries on orders that do not exceed 1 pound. We do not ship any items internationally that weigh greater than 1 pound. International orders may have additional custom fees and/or tariffs depending on your country. You, the buyer, are responsible for paying those costs.
I should have received my order by now, but it's not here. What do I do?
Once your order ships, you will receive a shipping notification as well as a tracking number. Please allow 24 hours for the tracking number to register within the system, which is essentially how long it takes for it to be scanned at the post office. Unfortunately, sometimes packages are not scanned by USPS. That is perhaps the main reason for delivery delays. If you still have not received your item after the estimated date of delivery, it probably was not scanned by a postal worker. You then have two options: (1) You can file a “Missing Mail” search with USPS. To do this, go to www.usps.com, type “missing mail” in the search field, and follow the prompts. (2) Or you can let us know that you have not received your package. If you choose the second option, we will file the missing mail claim for you. It can take 5-14 days for missing packages to be located. If the package is not located within 30 days, we will offer you a full refund. If your tracking number shows that your package was “Delivered,” but you did not receive it, please do the following: (1) verify that you provided the correct shipping address, (2) check in with others who might have received the package for you, (3) contact your local post office and provide them with the tracking number to see if the package is being held. We do not investigate or provide refunds for any orders that are marked "Delivered" by USPS.
Oh no! What if I used the wrong address?
We sometimes process orders as early as same day. You will receive a notification as soon as the shipping label is created for your package. At that point, it is simply too late for us to make changes to your order. However, if your order has not been processed (or shipped), e-mail us immediately with your correct address. We will create a custom label with the new address that you provided.
If your package is returned to us because you provided an incorrect address, we will refund you the cost of the item if it is still in sellable condition. If the package is lost due to an incorrect address that you provided, unfortunately, no refund will be made.
DAMAGED ITEMS
What if my item arrived damaged?
If your item arrives damaged, e-mail us immediately to let us know. We’ll ask that you provide pictures of the damaged item so that we can file a claim with USPS. Our policy is to give you a refund. We DO NOT send replacements for damaged items at this time. Please note that "damaged" does not include items that melted while in transit. Damaged items refer to those that arrived shattered, cracked, etc. Please read our policy that specifically addresses melted items.
What if my item melts while in transit?
If you live in an area with extremely high temperatures, there is a possibility that your candle will melt while in transit. Therefore, please consider placing your order during cooler times of the year, or better yet, arrange to pick up your order from the post office. In our shop, we carefully package your item to ensure that it arrives to you in one piece – BUT we are not responsible for packaging in anticipation of certain weather conditions. Unfortunately, we do not refund orders that melted while in transit due to the weather.
RETURNS & EXCHANGES
What if I am unhappy with my order?
If you have a problem with your order, please let us know. Every attempt will be made to make you happy! If your candle is unused and still in sellable condition, return it to us, and we'll gladly offer you a refund of the purchase price. We do not offer exchanges.
GIFT WRAPPING
Can I mark an item as a gift? Can I select gift wrapping?
We do not offer gift messaging or wrapping at this time.