Unless otherwise noted, all orders are processed and shipped within 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. We only ship to the US, Canada & Australia at this time.
Heat Advisory – Summer Shipping Policy for Candles
Please note that our candles are sensitive to high temperatures and may soften or melt if exposed to extreme heat during transit. To minimize this risk, we take the following precautions:
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Summer Shipping Schedule: Orders are shipped only on Mondays and Tuesdays during the summer months to help prevent packages from sitting in hot warehouses or trucks over the weekend.
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Thermal Protection: We package candles with ice packs and insulation to provide added protection from heat during shipping.
Despite these precautions, we cannot guarantee that candles will not melt during transit, especially in regions experiencing extreme heat. Please understand that:
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We cannot control all parts of the shipping and delivery process, including delays or how long a package sits outside.
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Melted candles are considered perishable damage, which is not covered by our shipper’s insurance policy.
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Therefore, we cannot be held liable for any heat-related damage to candles during shipment.
We strongly encourage customers to bring packages inside as soon as possible after delivery and to consider shipping to a location where someone will be available to receive the package.
Thank you for understanding and supporting our small business!
US Shipping Rates:
- Shipping rates are calculated at checkout based on the shipping address entered
- Orders over $150 USD ship for free
Canada Shipping Rates:
- Shipping rates are calculated at checkout based on the shipping address entered
**International friends, please note that your order total may not include all of the customs, duties and import taxes that you will need to pay prior to delivery. Customs duties and import taxes vary from country to country, and kick in at different values for different types of products. Since our products do qualify for most country's import taxes, you will be responsible for paying these to your country's customs or tax department to receive your package. Typically the process is the package is held by the country's customs department, and notification is given to you (the recipient) by mail or phone, telling them how much you will need to pay and how. Once you pay whatever is due, then your package is delivered.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 business days of receiving your shipping confirmation email, please contact us at hi@bongcandles.com with your name and order number, and we will look into it for you.
Shipping Damages
In the event that your order arrives damaged, please email us as soon as possible at hi@bongcandles.com with your order number and please send photos of--
- All sides of the shipping box including one that clearly shows your shipping label. This is important-- we can't verify shipping damage without photos of the shipping box
- Photos of the internal packaging-- the box that your candle was in and the bubble wrap
- Photos of the damaged product
Please also hang on to all of the packaging and the broken product(s) for 2 weeks while we work through the shipping claim. However, once we receive the photo evidence and review, we are able to ship out your replacement pretty quickly.
We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
