North Pole

There are NO REFUNDS. All sales are final.

STORE CREDIT will be credited in the following instances:

Damaged Product:

We will offer a STORE CREDIT for a product that has been damaged during the shipping process only when these steps have been followed:

1) You must contact us immediately (window for exchanges closes 36 hours after your package has been delivered. Excluding weekends and holidays) with your order number and pictures of the damaged product. DO NOT THROW PRODUCT AWAY BEFORE GETTING IN CONTACT WITH US. We will not offer a credit of any products without proof of damage.

2) You must be willing to ship the product back, if asked. We will cover that cost.

Wrong/ missing items: Please immediately inspect your order upon reception. In the event that you have wrong or missing items, please take the following steps:

FOR WRONG ITEMS: 1) Contact us immediately with your order number, the window for exchanges closes 36 hours after your package from us has been delivered. (Exceptions: Weekends and holidays)

2) Products must be unused and in good condition. Please include pictures in your email, we will not be able to exchange or replace without them.

3) You must be willing to send product back, if asked. We will cover the shipping cost

FOR MISSING ITEMS:

If there are items missing from your order, please contact us immediately with your order number. Once we've determined that we did not pack the item, we will immediately ship out the missing merchandise at no extra cost to you.

Be aware, due to the nature of the products we sell, we only keep a limited amount in stock at any given time. If missing items are not brought to our attention promptly, you run the risk of having to wait for it. You will have the option to wait, choose something of equal or lesser value, or in this case only; be issued a refund.

During the months of May - August: orders outside of VIRGINIA will only ship on Mondays & Tuesdays. This is to avoid any holding time in an excessively hot warehouse over weekends. It's also important to monitor tracking of your package during hot temperatures and retrieve them from your mailbox as soon as possible. During excessively hot weather, your order may be delayed to the following week. We will e-mail you to let you know if this happens.

Normal processing time for orders is 1-5 business days (approximately 1 week).

Star Valley Candles, Co. is not responsible for orders left in mailboxes or in the sun that may be exposed to too much heat, resulting in excessive candle "sweat" or melting. It is the customer's responsibility to monitor the arrival date of their order to retrieve it in a timely manner. We recommend having your order ship to an office or workplace during the summer if you work outside the home.

Some liquid/droplets on the top of your candle is normal during warmer months and should be dabbed off before lighting your candle.

Customers are responsible for contacting the shipping carrier regarding lost, stolen or missing packages. Customers are also responsible for filing postal claims for damaged/lost/stolen items with the postal system or UPS.

 How Do I Care For My Candle?

It is very important to practice good candle care in order to maximize the use of your soy wax candles! Star Valley Candles, Co. Recommended candle care is:

•Burn your soy candle for no less than 1 hour and no more than 4 hours to avoid "tunneling" and maximize candle life. When burning any candle it is always best to allow it to reach a full melt pool, which means burning the candle long enough for the wax to be melted to all sides of the jar. This will keep the candle's burn even and clean.

•Lit candles are hot. Never touch a candle jar while it is lit and please allow sufficient time to cool before handing or moving a candle. Avoiding spilling wax to avoid an uneven burn.

•Please trim wicks 1/4" before each use to avoid sooting & unnecessary smoke.

•Never burn a candle with less than 1/2" of wax remaining at the bottom of the jar.

•Never leave a burning candle unattended or within reach of children or pets.

•Never burn candle near a draft or an open window with drapes.

•Keep candle in sight at all times and avoid falling asleep with candle still burning.