Returns/Exchanges.

Please read the information below and contact our customer service team at info@thesmolderingwick.ca for next steps. To be eligible for a return or exchange through our online store, you must email our customer service team at info@thesmolderingwick.ca with your request.

If you’re looking to return or exchange your order for whatever reason, we’re here to help!

We offer free returns within 7 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.

To be eligible for an exchange, store credit or refund your item(s) must meet the following criteria.

• Be in re-sellable condition
• Not been used.
• Bundled products must be returned in their entirety, with all components of the bundle included.

Costs incurred to ship products back to us are the responsibility of the customer. Please ensure products are well protected inside the box when returning items. We are not responsible if items return to us damaged and cannot issue a store credit or refund for damaged returns. Please be sure to get a tracking # for your return, we are not responsible for lost packages.

Once we receive your product(s) and confirm they are in re-sellable condition, we will issue you a store credit or refund for the product total (shipping costs are non-refundable).

To complete any return or exchange, we require proof of purchase within the last 7 days.

The following are exempt from being returned or exchanged. 

• Any product with a broken seal or not in original packaging.
• Candles that have been lit.
• Custom items. This includes, candle refills. Mug Candles and Custom Vessels.
• Gift Cards.
• Sale Items.

Returns
We stand fully behind our products. If you are not 100% satisfied, contact info@thesmolderingwick.ca within 7 days of delivery to initiate the refund process. We ask that you share your valuable input as to why you are requesting a refund, so that we may strive to improve your customer experience in the future.

Please note, we're only able to accept returns/provide refunds for orders purchased through www.thesmolderingwick.ca

Returns On Gifts

We require proof a gift receipt or the gifters e-mail address to find the order.

• If the order is in our system, a store credit can be issued for the product total.
• If the order is not in our system, we are unable to process a store credit.

Damaged Product

 In the event your order has arrived damaged, please contact our customer service team at info@thesmolderingwick.ca  with the following information.

• Your order number
• Photos of the damaged items
• Photos of packaging it arrived in with the shipping label visible.

Any damages must be reported within 7 days of your shipment being received for a store credit or refund to be considered.

Package has not arrived

If you receive a delivery confirmation but your package has not arrived, it could be due to the following reasons.

• Package has been scanned by the carrier but has not actually been delivered yet. This is quite common, especially during busy shipping seasons. Please allow 2-3 days for the package to arrive before contacting customer service.
• Incorrect/Incomplete address left at checkout. Please ensure we have the correct address to ship your order. We are not responsible for orders delivered to an incorrect address.

Domestic Shipping:

ORDER PROCESSING:

Please allow 2-3 business days to process your order. Expect an email within 2-3 business days to let you know your order is on the way!

STORE PICK UP

Once your order is ready, you will receive a confirmation email of the address for pick up. Location is Fergus, ON.

Orders can be picked up daily, from [time]. An email will be sent when your order is ready for pickup.

LOCAL DELIVERY

During checkout, enter your address and choose the ship option. Click the "continue to shipping" button. Local delivery is available for addresses within 5km of our shop. If the local delivery option does not show up during checkout, your order is not eligible for local delivery.

Orders placed before 12pm EST will be delivered the same day. Orders placed after 12PM EST outside of these hours will be delivered the next day we are open.

When your order is ready for delivery, you will receive an email with real-time tracking information.

FLAT RATE SHIPPING

Orders are generally shipped within 2-3 business days using a variety of providers. Flat rate shipping fee of $15 applies to orders shipping anywhere in Ontario.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active in approximately 24 hours.

International Shipping Policy

We currently ship to Canada and the U.S.A only.

Shipment processing time

All orders are processed within 3-5 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Customs, Duties and Taxes

The Smoldering Wick is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).