Customer Service
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Need additional support? Email us: info@contourcandles.com All of our products are carefully inspected before they are shipped. A refund will only be given on the cost paid for the products, shipping charges cannot be refunded once items leave our facility. Note: Remember Me VIP is final sale and will not be eligible for a refund and/or return. To be eligible for a return or exchange your item must be in its original packaging, unopened, unused and in the same condition that you received it in up to 7 days after it has been received. To return your product, you should email info@contourcandles.com to initiate process. Products ordered cannot be exchanged once they have been shipped. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Once your return is received and inspected, we will send you an email to notify you. We will also advise you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days. We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. Please contact us if you have any questions or problems. Orders that return to our facilities as being undeliverable as addressed by the carriers will be subject to an automatic refund (less shipping) issued back to the original form of payment within 7 business days of its return. DOMESTIC SHIPPING Orders are processed in the order they are received and sent via USPS. Due to the handmade nature of our products we cannot ship Priority Mail Express. USPS transit times vary per state, but typically deliver within 2-3 business days. During the fall/holiday season, USPS may experience delays that are out of our control. ORDER PROCESSING Our normal processing time is 3 to 5 business days. Processing begins 24 hours after you have placed your order. Once 24 hours have passed since placing your order, you will no longer be eligible for a refund. IMPORTANT COVID-19 GUIDELINE: ***Please allow 7 to 10 business days of processing during HOLIDAY SEASON, SALES and/or COVID-19 DELAYS. We will update you with any changes if there are any. Days and hours of operation are from Monday thru Friday 10am - 4pm. We are closed Saturdays, Sundays, and during federal holidays. If an order is placed after business hours, processing time will begin on the next business day. SHIPPING RATES Our shipping rates are determined by the USPS rate chosen at checkout. We are only shipping USPS Priority. This shipping option ensures that insurance and tracking are included. APO OR FPO ADDRESS For APO or FPO addresses, please expect a delay. This mail is delivered through a joint effort between USPS and the Military Post Service that requires packages to go through customs. Transit times depend on operational conditions as well as the unit of the addressee. Please note that we are not responsible for packages that are lost, stolen or damaged during transit, but we will work with you to replace your items. LOST/DAMAGED PRODUCTS We are not responsible for lost or stolen packages. Please ensure the correct address is given at the time the order was placed. If tracking is showing that it was delivered and you didn’t receive it, contact USPS to file a claim, we will be happy to assist you with this. If your package arrives and the product is damaged, please send us an email immediately with a photo included to info@contourcandles.com. We will get a replacement sent out as soon as possible. WRONG ADDRESS If you've provided the wrong ship to address, it's possible that you can submit a request to intercept a package via USPS. We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address before your package is ready to ship but it can be difficult to intercept a package that is already in transit. You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS as not deliverable / return to sender. We currently do not offer International Shipping We’ve taken great pride in making our candles using quality ingredients and materials. We’d like to stress the importance of burning your candles responsibly to ensure their safe use. Please follow these guidelines to keep your candles a peaceful and joyful part of your life.
The candle wax and fragrance oils we use in our candles are sensitive to both temperature and light, so please be careful when storing candles for an extended period of time. If you store your candle, be sure it is in a cool, dry place away from direct sunlight or intense light. Keeping it in a dark place like a cupboard or box will protect it from fading and discoloration.
Since our candles can be sensitive to extreme cold and heat, it’s best to store them between 50ºF and 85ºF. Be sure not to leave our candles in your car for an extended period of time (particularly on hot days) as they may melt or discolor. Extreme cold may cause cracking and separation. After long exposure to cold temperatures, allow the candle to return to room temperature for at least 2 hours before unboxing or burning it.
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