Shipping, Returns + Exchanges
Shipping Information
Our Salem studio is open Monday-Friday, and is closed Saturday + Sunday. The studio where we process online orders is not a part of our Salem retail shop, so if you have questions about your order please email us: customerservice@witchcitywicks.com. Processing time: Please allow up to **3-5 business days for your order to be processed (order printed, items pulled and packaged to be shipped). You will receive a tracking notification by email once your item has been shipped.
Wrong Address Policy
Witch City Wicks is not responsible for items that could not be shipped to their destination because of an incorrect or undeliverable address.
It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds or exchanges will not be issued on the basis of an incorrect address. If a package is shipped back to Witch City Wicks due to an incorrect/undeliverable address, shipping charges will not be refunded.
In the event that Witch City Wicks is unable to create a shipping label for the address provided by the customer, we will attempt to contact you for an address correction via e-mail. If no response is received within 24 hours, the entire order will be cancelled and the customer will be refunded less the shipping costs.
International Orders: International orders are shipped via USPS First Class International or USPS Priority Mail International. Shipping rates are calculated by destination/weight of package. Packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. International packages may be delayed by customs.*We no longer ship to the UK due to the Brexit VAT system changes.
STUDIO HOLIDAY CLOSURES
We will not process or ship orders on the following dates:
- Martin Luther King Day
- President's Day
- Memorial Day
- Independence Day [Observed]
- Labor Day
- Thanksgiving
- Christmas
- New Year's Day
Damaged items
If items in your order have been damaged during shipping please send us a photo of the broken items so that we can file and insurance claim with mail service. With photographic proof we'll replace or refund the cost of the item.
Frequently Asked Shipping Questions
When will my order ship?
Your order will ship within 3-5 business days. You will receive a tracking email once your order ships. Please allow a few days for the tracking information to update.
How long will shipping take?
At this time, we are unable to predict or guarantee transit time. Normally, packages arrive in within 5 business days, but all carriers are experiencing delays related to the coronavirus pandemic. We are seeing delays of up to 3 or 4 weeks.
Why won’t my tracking information update?
Because of the overwhelming amount of packages at shipping facilities, it is taking longer for USPS to scan packages at each point in the transit process. Please reach out directly to the carrier if you are having an issue with your tracking information. Once your order leaves the building, Witch City Wicks does not have any additional information other than what is already provided via the tracking information.
Can I change the shipping address on my order?
If you have not received tracking information, there is a chance we can change your shipping address. Please reach out to customerservice@witchcitywicks.com for more information. If your package is already in transit, you will need to contact the carrier to help with rerouting your package.
Lost, stolen or delayed orders
Once an item is shipped we do not have any more information than you do. If there is a problem with your shipment, please contact your local post office and give them your tracking number.
Witch City Wicks is not responsible for stolen packages or any lost items that cannot have the insurance claimed (tracking labels that read "Delivered"). We are also not responsible for errors made by USPS.
If your item is delayed past its "estimated arrival date" it is out of our control. We suggest filing a complaint directly with USPS. A domestic package must be missing for 21 days with an incomplete tracking record before an insurance claim can be filed and the order can be replaced.
If your order says "Delivered" but package isn't there
This happens frequently. We have access to the same tracking info that you do and we strongly advise that you contact your local neighborhood post office or USPS customer service rather than emailing us. Your local branch typically has knowledge of the status of your order and most of the time this problem can be solved quickly by them.
Refunds and Exchanges
We always want our customers to be happy with their purchases! If you’re unsatisfied with your purchase, please contact us at witchcitywicks@gmail.com.
So that we can better assist you, please include your order number followed by the request in the subject line, for example: Order #______ - Exchange/Return Request
All of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted within 7 days of delivery.
You may also exchange your product for another candle of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items.
In the event the package is damaged during shipping you may return your unused candle(s) for a full refund of your purchase price, less shipping and handling within 14 days of delivery. To be eligible for a return, the customer must make arrangements with us before sending any items back. Please contact us at customerservice@witchcitywicks.com
Seasonal and/or limited edition items are only eligible for returns within 21 days of purchase.
Refunds are applied to returned product only and do not cover any shipping fees. Product must be returned in its original packaging and in perfect, sell-able condition. As a small, growing business, we are currently unable to pay for return shipping. Once submitted, refunds typically return to the original payment method within 3-10 business days.
Non-returnable items: Perfume roll-ons, room sprays, any body products and clearance items are FINAL SALE. We do not accept returns or exchanges on these items.
