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FAQ

CANDLE INFORMATION

What materials are used in your candles?

We use a coconut soy wax for a nice clean burn. Our wicks are natural wood wicks, which means no zinc. Our fragrance oils are high quality and even more importantly they are phthalate free.

What about frosting and/or wet spots?

You might notice one or both of these with your candle, and that's ok. It's perfectly normal, and just shows that it's made with an actual coconut soy blend. Rest easy knowing that frosting and wet spots do not affect the burn or scent throw of your candle.

What are the burn times of your candles?

When burned correctly our candles have the following burn times:

3.75oz jar is approximately 20hrs
8oz jar is approximately 40-45hrs
13oz jar is approximately 45-50hrs

What about burning instructions?

Included in the box is a 5x7 card that has complete instructions on the back.

Burn the 3.75oz 2 hours at a time, the 8oz 3 hours at a time, and the 13oz for 4hrs at a time
Never leave a burning candle unattended
Keep away from children and pets
Make sure it's placed in a safe area with no flammables nearby
Keep the wood wick trimmed to 1/4"
When the candle reaches about 1/2" - 1" from the bottom it's time to stop burning it (you'll likely see the metal wick clip is exposed at this point)

Are your candles pet-safe?

Unfortunately, no one can absolutely guarantee that their scents are pet-safe. Safety is always our #1 priority. Our fragrance oils are of a very high quality and are phthalate free (this is the stuff that generally causes the issues).

We have 2 mastiffs running around the house that have zero issues with the scents. Many of our friends, family, and customers also use them safely with their pets around.

Why does my candle not fill the room with scent?

There are a number of factors to consider in regards to what level of scent throw is being perceived.

Scent palates vary greatly and what one person finds to be way too much might be hardly noticeable to someone else.
The size of the room as well as the layout will be at play as well.

It's best to experiment with candle sizes and room sizes to find what works for your home layout.

With open concepts designs or linked rooms it's very normal to have to place several candles in various parts of the level.

*For a more detailed look into this, check out our blog article here.

How long do your melts throw scent for?

Melts last approximately 8hrs/cube x6 for about 48hrs total enjoyment.

Any advice for taking care of wood wicks?

The most important thing to remember is to keep it trimmed between 3/16" - 1/4" (4-6mm). After you've burned it, you'll notice black build-up. This can be removed by trimming it or you can simply grab some tissue paper and while holding it between your fingers, just gently rock the charred tip side to side. You'll feel the char break away between your fingers. You're always better to leave a little too much wick than to cut it too short.

You can see the details here.

How long should I keep the wick on a regular/cotton wick candle?

Try to keep it trimmed to about 1/4"

Why is there wax left at the bottom of the jar?

Once the candle reaches the point that there is between 1/2" to 1" of wax at the bottom, it will essentially self extinguish.

Why is my candle tunneling?

Your candles first burn is very important as it helps set the memory of the wax. Ensure you burn the candle for about 3 hours, or until the wax has completely melted all the way to the edges of the jar. This helps avoid your candle tunneling in future burns.

It's also important that you place your candle in an area away from drafts, open windows, etc. The moving air will likely affect the flame and lead to an uneven burn.

Do your candles have an expiration date?

While there is no hard set expiration date, we do recommend using your candle within 12-24 months of purchasing it.

EXCHANGES & RETURNS

Can I exchange or return my candle?

Of course. We're only happy if you're happy.

We have a 15-day exchange/return policy, which means you have 15 days after receiving your item to request an exchange/return.

To be eligible, your item must be in the same condition that you received it, unburned and unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Any shipping costs for the return of the original purchase as well as the shipping costs for the reselected scent are the responsibility of the customer.

To start the process you can contact us at: support@candlelore.com

SHIPPING

Where do you ship?

We currently ship to Canada as well as the US.

If you are an international customer, please visit our Etsy site:

https://www.etsy.com/ca/shop/CandleloreCandleCo

Our candles get poured, packed and shipped from Nova Scotia, Canada.

How long before my order ships?

We aim to fulfill orders within 2 business days.

Do you have free shipping?

We don't offer free shipping but what we do have is $9.99 Canadian flat rate shipping on orders $59+ (This is after discounts, but before taxes)

For everything else, we offer extremely competitive carrier rates.

For US shipping we have a tiered system that offers great rates at checkout.

All shipping rates are calculated directly by the shipping companies by weight and size. We know shipping costs can add up, and we really do appreciate you staying loyal to the small business.

What are your shipping rates?

All shipping options & charges will be calculated and displayed at checkout.

Do you ship Internationally?

Outside of Canada, we currently ship to the US. The shipping costs are calculated on the checkout page.

If you are outside of Canada or the U.S please visit our Etsy store here:

https://www.etsy.com/ca/shop/CandleloreCandles

Note: International orders may be subject to import fees, duties, and taxes. These are incurred when the shipment reaches the destination country. Candlelore is not responsible for these additional fees if they are incurred. They are the responsibility of the customer. Please be aware of this before purchasing.

Are you drop-shipping your candles?

No way. Our candles are made by us in Nova Scotia, Canada, and shipped directly to you.

Why is my tracking number not showing updates?

It isn't an uncommon thing for the tracking details to be lagging behind. Rest assured, eventually it will update.

My order says delivered, but it's not here.

It's not uncommon for the information to be incorrectly labelled as delivered when it's actually out for delivery or even still in transit. usually when this happens, the shipment is delivered within the next couple of days.

What can be done if my shipment was damaged during transit.

It's not a problem. We know that sometimes the long journey isn't kind. Just email us at: support@candlelore.com and let us know what was damaged.

SHIPPING

Where do you ship?

We currently ship to Canada as well as the US.

If you are an international customer, please visit our Etsy site:

https://www.etsy.com/ca/shop/CandleloreCandleCo

Our candles get poured, packed and shipped from Nova Scotia, Canada.

How long before my order ships?

We aim to fulfill orders within 2 business days.

Do you have free shipping?

We don't offer free shipping but what we do have is $9.99 Canadian flat rate shipping on orders $59+ (This is after discounts, but before taxes)

For everything else, we offer extremely competitive carrier rates.

For US shipping we have a tiered system that offers great rates at checkout.

All shipping rates are calculated directly by the shipping companies by weight and size. We know shipping costs can add up, and we really do appreciate you staying loyal to the small business.

What are your shipping rates?

All shipping options & charges will be calculated and displayed at checkout.

Do you ship Internationally?

Outside of Canada, we currently ship to the US. The shipping costs are calculated on the checkout page.

If you are outside of Canada or the U.S please visit our Etsy store here:

https://www.etsy.com/ca/shop/CandleloreCandles

Are you drop-shipping your candles?

No way. Our candles are made by us in Nova Scotia, Canada, and shipped directly to you.

Why is my tracking number not showing updates?

It isn't an uncommon thing for the tracking details to be lagging behind. Rest assured, eventually it will update.

My order says delivered, but it's not here.

What can be done if my shipment was damaged during transit.

It's not a problem. We know that sometimes the long journey isn't kind. Just email us at: support@candlelore.com and let us know what was damaged.

What others have to say

Testimonials

Easy to use website, fast shipping, and wow what an unboxing experience. Did I mention the candles? Simply amazing. The scents are so good. I'm hooked!

Maureen

I absolutely love these candles! And the detailed legends and lore theme is a really nice touch. Candlelore really takes things to the next level.

Hayden

As a lifelong fantasy fan I have to say, these guys really deliver. I like the pantheon based stuff but I LOVE the Candlelore aspect. Want to go visit a fantasy realm? Here it is.

Mike

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support@candlelore.com tel. 1 (902) 601-0816 Location: 9049 Commercial Street, Suite 239, New Minas, Nova Scotia, Canada, B4N5A4

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