ORDERS - Terms and Conditions

We're here to answer any questions you have about our products, our Web site or an order you may have already placed. We are here to help you. The best way to contact us is by using the “Contact Us” Section. We check our messages daily and will reply promptly.

PRICING AND PRODUCT INFORMATION

We aim to ensure pricing and information regarding products is as accurate as possible. Unfortunately human inconsisitency and typing errors can occur. An order is not a final transaction until completely processed, finalized and shipped. We reserve the right to alert you of errors in pricing or product information relating to your order and give opportunity for you to continue or cancel your order in the light of the correct information. We can usually issue a refund by the end of the business day.

Prices displayed on the site are generally "while stocks last". We endeavour to maintain our prices as accurate and current as possible. New stock can often be obtained but sometimes we are subject to price increases we cannot absorb due to very minimal mark-up on some products.

Due to the fluidity of sales products can go out of stock without notice. It is impossible for us to know if a customer will order 1 or 1000 of a product. We endeavour to keep stock availability as current as possible. We will alert you by email if your product is out of stock and when it will be back in stock if we have an expected instock date. Unfortunately our suppliers do not always offer in-stock dates.

IT IS VITAL WE HAVE A CORRECT EMAIL ADDRESS AND PHONE NUMBER.

If there is problem with your order we will need to contact you.

PLEASE WHITELIST OUR EMAIL ADDRESS

suzie@candlelightsolutions and any @candlelightsolutions.com addresses.

Otherwise you may not receive our email communications. Many internet service providers reject emails from commercial email addresses (even if they do not spam) unless you authorize commercial mail or whitelist us. We will not spam you. You will only receive emails from us about your order and if you sign up for our newsletters and specials alerts.

NB! Customers with Comcast internet provider or email address will not receive emails from us unless you whitelist our domain name and specific email address suzie@candlelightsolutions.com. We have had some custoemrs who have had to telephone them to make this happen. They have a policy of not receiving any commercial email. We send invoices via email and communicate with our customers via email. This is classed as commercial email by Comcast. We do not spam!

If at any time you receive any unauthorized or suspicious email that appears to be from us please contact us immediately so we can investigate. We hate SPAM too and do not appreciate spammers who hijack and use our email address for ill gain. If you report such things to us it will help us apprehend such persons and maintain our good reputation.

When you sign up for our newsletters and special sale offers you can at any time remove your name from our mailing list by following the instructions on the newsletter.

Are my credit card details safe?

For details about the security of your credit card details while shopping at Candlelight Solutions please visit our secure shopping page...

http://www.candlelightsolutions.com/secure-shopping-at-candlelight-solutions.html

How do I place an order?

Online ordering is the easiest and quickest method for most customers. For those customers outside the US, using the contacts us section may be the best due to the need for us to calculate shipping and get back to you with the total price. If you have questions on shipping and costs please use the “contact us” page where you have a section to write your message.

I have tried to place a large order. Why wont it process?

Most credit cards and merchant processing facilties have limits applied of $1000 - $2000 per transaction. If you split your order into smaller orders this enables it to be processed.

Alternately, if you wish to place a large order, you will need to register as a User. Wedding planners and retail store owners are best to use this option. This will allow us to enable you to pay via check or direct deposit.

Once you are a Register User you can enter the details into the shopping cart and they will remain there for up to 2 weeks. This allows you to obtain the full cost and send a cheque or arrange a direct deposit with us. Once your products are in the shopping cart, contact us through the Contact us section to alert us of your impending order and how you would like to pay for it. When the monies have cleared in the bank we will have your order shipped to you. On large orders, the automatic shipping calculator may not charge accurately because cheaper shipping may be available. If you are over charged by the online calculator we will refund any excess shipping charges.

Why is my order showing more than one shipping company and/or more than one shipping charge?

Sometimes the products you order comes from more than one warehouse and often in different states which requires two separate shipping amount and sometimes 2 different shipping companies.

Can I change my order at any time?
Most orders are processed typically in 12-48 hours (business days) after they are placed. Some candles are poured fresh for your order. This can delay the shipping time. We can change an order only if it has not reached second stage processing. You can establish the processing stage of your order by logging into the website using the email address or User id you provided when you placed the order. For Gift Baskets and Flowers, see the section especially relating to these products.

How do I cancel an order?
Please use the “contact us” section and quote your order number. We check our messages several times a day. If your order has not been forwarded to the "2nd stage processing", we can cancel your order. You can check this by logging into your account with the email address you provided.

Can I add or remove items to an order I've already placed?
Please use the “contact us” section with your order number. We check our messages several times a day. If your order has not been forwarded to the "2nd stage processing", we can amend your order. You can check this by logging into your account with the email address you provided.

What should I do if I receive a wrong order?
It is very unlikely this would happen as the orders are physically inspected before they are shipped, but if it does please contact customer service via our Contact us page or using the communication section attached to your order in your account section on the website so we may correct this immediately.

How do I know if the items I want are available?
If any items become unavailable or back ordered, you will be contacted immediately by phone or by email. We check regularly with our manufacturers and do our best to have updated information in our site. Please ensure you have provided your details correctly, otherwise we will be unable to contact you.

Can you send me a catalog through the mail?
Due to our constantly expanding product line and price changes, a printed catalog is not available. However we do send out a monthly newsletter that will keep you informed about new products, special promotions and sales.