FAQs

Got questions? We have the answers!

 

  • How do I place an order?
  • On our website, go to the product page of the item. Select the size and color of the item you would like to purchase, if available, then click the “ADD TO CART” button. Once you’ve finished filling up your Shopping Cart, simply click the “Checkout” button on the Shopping Cart page and you will be guided through the checkout process.



  • Can I edit/change my shipping address?
  • You have the option to edit your shipping address before checkout. Once you’ve finished placing your order, an order confirmation email will be sent to you with your order details---including your shipping address.

    We always encourage all our customers to review and double check their order confirmation email for errors. And if you see one, especially regarding the shipping address, please send a message to our Customer Support Department at support@candlencaleb.com or via our Contact Us page.

    We will make an effort to make the necessary amendments to your shipping address, if still possible. However, if your order has already been shipped, this may not be possible.



  • Can I still cancel my order after I’ve made a payment?
  • Yes, generally, we can still cancel orders within 24 hours after purchasing. Just send an email immediately to our Customer Support Department at support@candlencaleb.com or via our Contact Us page.



  • Can I have my package redirected?
  • Unfortunately, we cannot do that. Once your package has been dispatched, we won’t be able to edit or change the shipping address on the label.



  • What payment methods can I use?
  • At the moment, we are only accepting payments via PayPal and major credit cards.



  • Is your website secure?
  • Your payments are secure as we are using Shopify Payment and Skrill Payment Gateway.



  • Do you ship to my country?
  • We ship our items to different parts of the world. For more info, please check out our Shipping and Delivery page.


  • Where is my tracking number?
  • A shipping confirmation email will be sent to you together with the tracking number once your package has been dispatched. Please check your inbox or spam folder after a few days of purchasing.



  • How can I track my order?
  • Here is the link to Track Your Order using the tracking number that was sent to you via email.



  • How long will it take for my order to be delivered?
  • For US residents, it usually takes between 3-5 days from the day of purchase for orders to be delivered. While for other countries, estimated delivery time is between 7-14 days. For more info, please check out our Shipping and Delivery page.



  • My order hasn’t arrived yet.
  • Although we always make an effort to meet our estimated delivery time frames, there are still some factors out of our control that may lead to your order being delayed and delivered to you not as promptly as you’d expected. We really apologize for any unforeseen delays, please note that our team is working hard to be able to get your order to you as quickly as possible.

    If for some reason, your package has been in transit for a long period of time, please contact our Customer Support Department at support@candlencaleb.com or via our Contact Us page and we’ll do our best to locate your package.



  • My package arrived and I am missing some items from my order.
  • Due to logistical reasons and stock issues, your orders may be shipped to you in separate parcels. So we’d advise you to check your inbox if you were sent shipping information emails with different tracking numbers which mean your items were sent separately.

    If an item is still missing and has not arrived within the given time frame, please contact our Customer Support Department at support@candlencaleb.com or via our Contact Us page for us to resolve the issue.



  • I’ve received the item and it is damaged/does not fit/a wrong item was delivered.
  • Since our goal is to give 100% satisfaction guarantee to our customers, we take such matters seriously. You always have the option to return the items to us if you received it damaged, does not fit, or a wrong item was delivered to you. But before you do, please check out our Returns and Refund Policy first.

    For further assistance on this matter, please contact our Customer Support Department at support@candlencaleb.com or via our Contact Us page.



    Still have questions left unanswered? Ask us HERE!