FAQs & Shipping Policy


Our processing time is listed on the green announcement bar at the top of every page. Please pay attention to this timeframe as it may change at certain times during the year. Please keep in mind that business days are Monday thru Friday and do NOT include weekends or holidays. All of our candles are handmade and hand poured at the time you place your order. Handmade items do take time but the quality is worth it. Thanks for shopping small, we appreciate you!

Do you accept returns or exchanges?

For sanitary reasons and due to the fact that a lot of our orders are personalized, we do not accept returns or exchanges. If there happens to be a problem with your order please reach out to us at: thecanarysnestcandleco@gmail.com or use the chat feature at the bottom right hand side of the screen. 

What if my order is broken or damaged?

If you receive a broken or damaged item, please e-mail us immediately (thecanarysnestcandleco@gmail.com) with 2-3 pictures of the damaged item in the box that you received it in (this is for USPS insurance purposes) and a picture of the box that it came in. We answer all emails within 48 hours or less. If you have not heard from us within 48 hours, please contact us using the chat feature on or website which shows up as a green message icon on the bottom right hand side of the page. Emails do end up in our spam folder at times and contacting us through the chat feature will ensure that this doesn't happen. Even if we are not online at the time we will still get your message and our response will be sent back to your email address. Once you do this, we will ship a replacement to you as soon as possible. Please note that we have had a great success rate with USPS and less than 1% of our packages have arrived broken or damaged.

How long will it take to receive my order?

Processing times are subject to change at different times during the year. Please pay attention to the green header bar at the top of our homepage to keep up with our current processing time. Once your order ships out you will receive an email with the tracking number and it normally arrives within 2-4 business days after it ships out. Please keep in mind that if your order is delayed during transit that we have absolutely no control over that. We do not issue refunds due to delayed packages.

Why does your candle have a white-ish or crystal like appearance?

This is called frosting. Frosting is a normal trait of soy wax and does not affect the scent or quality. Refunds are not given due to frosting as it's not a flaw but a characteristic. Frosting is more noticeable in a candle that is dark in color. Not crazy about the frosted look? No problem, request a dye free candle in the "notes to seller" section at checkout. Sometimes soy wax may appear to not be adhered to the glass in certain areas. This is not a flaw but a characteristic of soy wax. It does not affect the scent or quality of your candle and refunds are not given due to this characteristic.

Do you use essential oils in your candles?

No, we do not. We do believe that essential oils are great but just like everything, they have a time and a place. We have done extensive research and feel that candles are NOT the place for essential oils. Essential oils lose their therapeutic properties when they are heated up and some can even turn toxic when heated to a certain temperature. Many essential oils are also toxic to cats and dogs just from inhalation. Due to these factors we have chosen to use phthalate free fragrance oils so our candles are safe for you, your family and your fur babies!

Warehouse Pickup Information

Warehouse pickup is an option at checkout for our local customers. Warehouse pickup orders are still subject to our normal processing time and you will receive an email once your order is ready for pickup. Please keep in mind that once your order has been fulfilled and you have received your pickup notification email that we do NOT accept cancellations or issue refunds if you change your mind or do not feel like picking up your order. For more details about warehouse pickup, please click here.

    If you have any questions or concerns, please e-mail us at: thecanarysnestcandleco@gmail.com