Shipping policy
At Scented Flame Candle Supply, we know you are excited to receive your supplies and start creating. Our team works hard to pack every order carefully, ship quickly, and make the process as smooth as possible from checkout to delivery.
Please review our shipping policy before placing your order. By placing an order with Scented Flame Candle Supply, you agree to the terms below.
Where We Ship
Scented Flame Candle Supply currently ships within the United States only.
At this time, we do not offer international shipping, including shipping to Canada.
Order Processing Times
Most orders are processed and shipped as quickly as possible. Processing time is the time it takes our team to prepare, pack, and hand your order to the shipping carrier. This is separate from the carrier’s transit time. Order processing time is updated daily and posted on our website.
Orders are processed during normal business days, Monday through Friday, excluding holidays. During large sales, new product launches, holidays, severe weather, or periods of high order volume, processing times may be a bit longer than usual.
Once your order has shipped, you will receive tracking information by email or text, depending on the contact information provided at checkout.
Shipping Rates and Delivery Estimates
Shipping rates are calculated at checkout based on the items in your order, package weight, destination, and available carrier options.
Any delivery dates shown at checkout are provided by the carrier are estimates only. While we do our best to ship orders quickly, Scented Flame Candle Supply cannot guarantee carrier delivery dates or be responsible for delays caused by USPS, UPS, FedEx, weather, holidays, incorrect addresses, carrier disruptions, or other circumstances outside of our control.
Choosing an expedited shipping method only speeds up the carrier’s transit time once the package leaves our facility. It does not guarantee same-day processing unless specifically stated.
For orders over 300 lbs, standard checkout shipping rates may not apply and a custom freight quote may be required.
Freight Shipping for Orders Over 300 lbs
Orders weighing over 300 lbs may require freight shipping so we can provide the most accurate and cost-effective shipping option.
If your order weighs over 300 lbs, you may see a $0 shipping charge at checkout with a message stating that freight shipping is required. This does not mean shipping is free. It means your order requires a custom freight quote before it can be processed.
For these orders, please call us at 407-233-3395 so we can review your order, confirm the best shipping method, and provide an accurate freight shipping quote.
Orders requiring freight shipping will not be processed until we have spoken with you and confirmed the freight shipping cost. Once the shipping cost is approved, we will provide instructions for completing payment and moving your order into fulfillment.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
We will always do our best to help, but order changes and cancellations are not guaranteed once an order has been placed. We work hard to ship as quickly as possible - Once an order has entered fulfillment, been packed, or had a shipping label created, we may not be able to make changes or cancel the order.
Address Accuracy
Please carefully review your shipping address before placing your order.
Customers are responsible for providing a complete and accurate shipping address at checkout. Scented Flame Candle Supply is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.
If a package is returned to us because of an incorrect address, incomplete address, refused delivery, or failure to pick up the package, we may offer to reship the order at the customer’s expense. If a refund is approved instead, the original shipping cost and any return shipping fees, carrier fees, or restocking costs may be deducted from the refund.
For fraud prevention and payment protection, Scented Flame Candle Supply may require certain orders to ship to the billing address associated with the payment method. This may apply to first-time customers, high-value orders, or orders flagged by our payment processor. If we are unable to verify an order, we reserve the right to cancel and refund it.
Lost, Delayed, or Stolen Packages
Once a package is handed to the shipping carrier, the carrier is responsible for transit and delivery.
If your package is delayed, we recommend checking the tracking link first. Carrier tracking may occasionally stop updating for several days, especially during holidays, severe weather, or high-volume shipping periods.
If your tracking shows that the package was delivered but you cannot locate it, please check around your delivery area, mailbox, front desk, mailroom, garage, porch, parcel locker, neighbors, and local post office or carrier location.
Scented Flame Candle Supply is not responsible for packages that are marked as delivered by the carrier but are missing, stolen, or misplaced after delivery. We are happy to help guide you through the carrier claim process when possible, but we cannot issue a refund or replacement for a delivered package unless the carrier investigation or claim is resolved in the customer’s favor.
Damaged, Leaking, Missing, or Incorrect Items
We pack orders carefully, but if something arrives damaged, leaking, missing, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A clear description of the issue
- Photos of the damaged item, leaking item, incorrect item, or missing item concern
- Photos of the shipping box, shipping label, packing materials, and any damage to the outside of the package
Please do not discard the product, packaging, shipping box, or packing materials until we have reviewed your claim. The carrier may require photos or inspection as part of the claim process.
Claims reported after 48 hours may not be eligible for replacement, refund, or store credit.
Heat, Weather, and Product Handling
Some candle and soap making supplies can be affected by temperature, weather, and handling during transit. We recommend bringing packages inside as soon as possible after delivery, especially during periods of extreme heat or cold.
Scented Flame Candle Supply is not responsible for product changes caused by packages being left outside after delivery or exposed to weather conditions after the carrier has completed delivery.
Refused or Undeliverable Packages
If a package is refused, returned to sender, or deemed undeliverable by the carrier, the customer may be responsible for the original shipping charge, return shipping charges, carrier fees, and any applicable restocking costs.
Shipping charges are non-refundable once an order has shipped.
Before Filing a Payment Dispute
We truly want to help resolve order issues. If there is ever a problem with your order, please contact us at customerservice@scentedflame.com before filing a payment dispute or chargeback with your bank or credit card company.
Filing a dispute before contacting us may delay the resolution process. Scented Flame Candle Supply keeps order records, tracking information, delivery confirmation, payment records, customer communication, and policy acknowledgments for dispute-response purposes.
Questions?
If you have a question about your shipment, please contact us at customerservice@scentedflame.com with your order number and we will be happy to help.