My item arrived damaged or defective, what do I do?
Please contact us within 3 days of receiving your item if it is damaged or defective. We work tirelessly to ensure top quality, but understand things can happen. Send a photo of the damaged product along with a picture of the shipping label to our email address: firstname.lastname@example.org. We will respond within 24 hours.
When do you ship items out?
Due to high temperatures, we ship all orders out Monday through Wednesday. If you place an order on a Thursday, that order will not be shipped out until Monday. We do this to ensure packages are not sitting over the weekend with postal carriers due to melting points.
What is the processing time?
Your order will be shipped out within 3-7 days of when you place your order and delivered by UPS.
I entered the wrong shipping address. Can you change it?
Unfortunately, we are unable to make changes to orders that are placed on our system. Taylor Candle & Co. does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. Please ensure that your address is correct upon check out.
My package was delivered but the contents inside have been stolen. Can I get a replacement?
Unfortunately, we are unable to replacement stolen packages. We use Route to ensure correct insurance for packages. You are able to file a claim directly within the app.
My tracking status says my package has been delivered but I don't have it. Can I get a replacement?
If you still do not have a package within 24-48 hrs of the status saying "delivered" please refer to the Route app to file a claim for your lost or stolen package. Taylor Candle & Co is not responsible for any lost or stolen packages.