Shipping + Policies
To all of our wonderful customers:We can't thank you enough for all your support during the craziness of 2020. We appreciate you all so much!
We are still experiencing shipping delays with all carriers. Please read below for some answers to our most-asked questions. Thank you so much for your patience and understanding!
Shipping info as of January 2021
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: email@example.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.
Due to the ongoing pandemic, we are noticing shipping delays with all carriers, as they are experiencing an unprecedented volume of packages moving through their systems. In some cases, there may be a delay from when you receive tracking information and when the package is picked up by a shipping carrier from one of our fulfillment locations. If you receive tracking information, trust that your package is on the way!International Orders: International orders are shipped via USPS First Class International or USPS Priority Mail International. Please note - international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover.
2020 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
- New Year's Day
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 firstname.lastname@example.org 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 we can file an insurance claim and resend the order.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.
Refunds and Exchanges
Due to the nature of our products, used candles cannot be returned or refunded.
Exchanges: Exchanges and returns must be made within 30 days of delivery and require proof of purchase (e.g. your Witch City Wicks. order number and order confirmation email). To be eligible for a return, the customer must make arrangements with us before sending any items back.
Refunds: Customers are responsible for paying for shipping costs for returning any item. All shipping costs are non-refundable, refunds will be given for the item cost only. As a small business, we aren’t currently able to cover return shipping costs or shipping charges on exchanges.
Seasonal and/or limited edition items are only eligible for returns within two weeks of purchase.
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.