FAQ

SHIPPING

HOW QUICKLY WILL MY ORDER SHIP?

Most orders ship within 3 business days. During collection launches, holidays, or periods of high volume, processing times may be slightly longer.

 

DO YOU SHIP INTERNATIONALLY?

No, at this time we do not offer international shipping.

 

DO YOU OFFER FREE SHIPPING?

Enjoy FREE SHIPPING on all orders over $60 within the contiguous U.S. A $8.95 flat-rate shipping fee is applied to orders under $60.

 

ORDERS

MY ORDER ARRIVED DAMAGED, WHAT SHOULD I DO?

Please contact us at hello@madisoncandleco.com within 48 hours of delivery and include photos of the damaged item and packaging so that we may assist you quickly.

 

CAN I CHANGE/CANCEL MY ORDER?

Once your order is submitted, we are unable to make any changes, including address changes, item changes, or cancellation requests. If you need a change of address for your package, please contact the shipping carrier to update your shipping information or request that your package is delivered to an access point / local pick-up location near you. 

 

MY ORDER WAS MARKED AS DELIVERED BUT I CAN'T FIND IT 

Once packages leave our studio, delivery time (including delays) is up to the carrier. Please allow 3-5 business days from the delivery date for the package to arrive. Carriers may mark packages delivered early or send them to an Access Point/Locker. Contact the carrier directly for shipping inquiries, and be sure to double-check your shipping address for accuracy before checkout. Madison Candle Co. is not liable for missing/lost/stolen packages due to incorrect information, and we cannot change addresses once processed. 

 

RETURNS/EXCHANGES

HOW TO REQUEST A RETURN

To request a return, please contact us via email first before sending any items back to us. Once we’ve gotten in touch, our return process is as follows:

1. We will review the details of your request.
   
2. Once approved, we will provide a prepaid return shipping label for you to ship your item (s) back to us. The return label will include a tracking number for your reference.
   
3. Once the shipment arrives at our studio, we will inspect the item(s) to confirm they meet our criteria for acceptance.
   

 

Criteria for Acceptance

Return requests must be submitted within 14 days of purchase. 

Returns are accepted on items that are new, unused, and in their original packaging. We’re unable to process refunds for items that have been used. 

Please ensure that your return is carefully packed to avoid damage while in transit. We are unable to process returns on items that arrive at our studio broken or damaged.

We reserve the right to deny any return request that contains items that do not meet our criteria. 

 

Refunds

Refunds are issued within 1-3 business days after your return has been received at our studio and approved, less the shipping fee.  Shipping fees are non-refundable. Refunds are issued to the original payment method and typically appear within 5-10 business days once issued.

 

DO YOU OFFER EXCHANGES?

No, at this time we are unable to offer exchanges. 

 

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