Your comments, questions, and suggestions are very important to us. Please feel free to communicate to us via the company page aquamoonlightcandles.com. We hope to respond to you within 48-72 hours. We encourage you contact us for assistance at aquamoonlightcandles.com.
Cancellation
We cannot accept cancellations after an order is in processing. We are also unable to accept requests to add to an order or change an order once placed. We apologize for any inconvenience this may cause.
There is a fifteen (15%) restocking fee charged for any order canceled due to lack of payment in full, no fee will be charged if items has not yet been picked or packed.
Return Policy
Due to sanitary and other reasons, all sales are final and may not be returned, exchanged or refunded unless a particular order has missing items or contains incorrect products, in which event, returns, exchanges and refunds will be accepted for the missing or incorrect products only.
All orders that have missing items or that contain incorrect products must be reported to the Company within 30 days of receipt to process a claim.
After 30 days delivery, all orders are presumed to be accurate, and no returns, refunds or exchanges will be accepted after that time. Any return authorized by us will be a credit to your account. Authorized returns do not include any shipping and handling charges.
Shipping charges for all permissible returns, exchanges and refunds must be prepaid and insured by you. You are responsible for any loss or damage during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable, and any amounts refunded will not include the cost of shipping.
Once an order is placed and accepted, it cannot be cancelled by you. Exceptions will not be made to this cancellation policy. Any additions to an order will be treated as separate orders and assigned a separate order number. It is crucial that you double, and triple check the accuracy of your order before clicking the “place order” button during checkout. The Company will not be held accountable for, and will not correct any, order mistakes that you have made. The Company will not add to your order or take away from your order, nor will the Company combine orders for shipment together.
Items Not as Expected
If you believe a product does not match a description or customer review and it does not meet your quality expectations, please contact our customer service team to discuss. We will need photos of items and the packing invoice.
Back-ordered Items
If The Flaming Candle receives an order that includes items that are out of stock, the Company will contact you via email to inform you of the out-of-stock item(s) and credit your payment method for the out-of-stock merchandise. All out of stock items must be reordered once they are back in stock.
Candles Samples
Samples are free and used for advertisement. Samples are included in an order at the company discretion. There is no cost to the customer.
Stolen Packages
Please be advised that tracers and other requests only initiate investigation into delivery issues, and can take weeks to progress or be resolved. If it is discovered that your package was stolen, we suggest that you file a police report with your local police department.
Orders Not Received
If you did not receive your order, please contact the courier with your tracking number to inquire where your package is. You can also call or email us for help with your order.
USPS customer service: 1-800-275-8777. We also encourage you to call your local post office.
Damage to your Order
Once your package leaves our warehouse, we are not responsible for it for any reason (this includes, but is not limited to, theft after delivery).
Please call us if you notice any damage to your package and/or items. Also, some products (i.e. wax) are heat sensitive and may melt slightly during the shipping process, however this will not alter the quality of the product.
Address Changes
If an address change is necessary we will initiate the change for you and you will be billed $15. If the package comes back we do not refund the address change. You will also be charged for subsequent shipping charges.
Missing Packages
Once your package has been received, all reports of incorrect items, missing items, or damaged items must be reported to us within 30 days of receipt/delivery (add for all). We may require proof of error. We will not be able to make any adjustments after this time.
Price Changes
Manufacturers have the right to change product costs without notice. As we receive a notice of product cost changes, product prices will change accordingly.
Hours of Operation
We are open Monday – Friday from 9:00am – 5:00pm ET.
We are closed on weekends and the following holidays:
Thank you for shopping at aquamoonlightcandles.com. Enjoy!
This is a place to describe your Return and Refund Policy to buyers.
A Return and Refund policy usually consists of:
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