Here are the answers to all our most commonly asked questions.

We would be happy to help you begin your candle making journey! Email us at help@vccandle.com and one of our representatives will contact you to guide you through what you will need. 

Somethings you may want consider prior to contacting us:

• What kind of wax are you interested in working with? (Soy, Coconut, Paraffin, Beeswax or Palm)
• Are you wanting to make free standing pillar type candles or container candles?
• What type of vessel would you like to pour your candles into? (jars, molds, tins, mugs, etc)
• If you've already chosen a vessel, we will need the diameter for choosing the proper wick
• What types of scents do you like? (fruity, baking, earthy, floral, etc)
• Do you plan to colour your candles or leave them natural?

How to Choose the Right Wick 

In order to choose the proper wick for your candles, you will need to know the type of wax you are going to work with and the diameter of the candle vessel or mold you are going to use (the widest part if it tapers slightly). Once you have these 2 pieces of information, you can visit our wick chart for our wick recommendations.

While we are happy to provide wick recommendations, it is the responsibility of each customer to complete appropriate testing on all wick/candle formulations to ensure all candle safety and burn standards are met.

All 3 of our soy waxes are 100% natural and are meant to be used for container candles only. They are not suitable for molded, stand alone candles. 

Container Soy

This wax is 100% pure soy wax. We feel that it provides the best scent throw out of our 3 soy waxes. It will appear to have a frosted finish when colour is added. If you are planning to colour your candles, this probably isn't the best option for you.

For best results:

• Heat wax to 150 F
• Let cool to 125 F
• Fold in fragrance (up to 12%)
• Cool to 105 F or lower (the cooler the wax is when poured, the smoother your tops will be)
• Gently pour into your jar and allow to cool for 48 hours before burning

Millennium Soy

Our Millennium blend is a 100% natural soy wax blended with all natural botanical waxes. It is designed for better colour retention, less frosting and smoother tops in a finished candle.

For best results:

• Heat wax to 160 F
• Let cool to 130 F
• Slowly stir in up to 12% fragrance
• Let cool to 110-115 F
• Gently pour into your jar

Freedom Soy

Set yourself free from the difficulties of soy candle making with the all natural Freedom Soy blend. It's "Soy Candles Made Easy!" No more wasted time pouring cool. No more wonky tops. No more questionable fragrance throw. Just melt, pour and start your next batch!

For best results:

• Heat to 160 F
• Mix in fragrance (up to 10%)
• Pour into room temperature jars
• Make sure that your candles cool as slowly as possible, cooling too rapidly can result in shrinkage and occasionally sink-holes can occur. To fix sink holes around the wick, poke holes around the wick and heat gun the top until the holes fill with wax.

The only soy wax that we offer that is suitable to be used in a metal or silicone mold is our Votive and Pillar Soy Wax. This all natural soy blend has botanical additives in it that make it a very hard wax which allows it to release from a mold and hold its form as the candle is burned. If you were to put any of our container soy waxes (ie Container Soy, Millennium Soy and Freedom Soy) into a mold, you would have a very difficult time removing it in one piece.

The only waxes we currently offer that are hard enough to be used in a mold are:

• IGI 4625 Paraffin Wax
• Feather Palm Wax
• Beeswax
• Votive/Pillar Soy Wax

We recommend that customers purchase the 30 ml sample size of a fragrance oil before purchasing a larger size. This size allows customers to not only smell the oil, but also to test it in 1 pound of wax.

If you live within driving distance of Stone Home Creatives (located in our former St. Marys, ON home) you can make an appointment to sniff all of our fragrance oils by emailing stonehomecreatives@gmail.com or by calling 519-284-9966. Please contact them ahead of time to inquire if the specific scent you're looking for is available to sample in-person. 

We recommend adding approximately 1 ounce/30 ml of fragrance oil to every 1 pound of wax (1 pound of melted wax equals approximately 16 ounces/473 ml)

450 ml size will scent approximately 15 pounds of wax

250 ml size will scent approximately 8 pounds of wax

125 ml size will scent approximately 4 pounds of wax

30 ml size will scent approximately 1 pound of wax

(We say approximately because some people prefer to add more or less based on personal preference)

Returns are not permitted on fragrance oils, essential oils or essential oil blends due to the ability to compromise their integrity.

Everyone has different preferences when it comes to fragrances, as well as their own idea of what something should smell like. That is why we recommend purchasing smaller quantities (like the 30 ml sample size) first in order to determine if the smell suits your personal preference.

With so many variables that can affect how a fragrance oil performs in a particular candle recipe (ie. the amount of oil added,  the temperature the fragrance oil was added at, the size of wick, etc.) we do not provide refunds based on the scent throw not meeting a customer's personal expectations. This is another reason why it is so important to purchase a 30 ml sample size in order to test the oil in your candle recipe prior to purchasing a larger quantity to ensure that you are happy with how it performs.

Our supplier confirms that the products and ingredients and their component parts in all of our Exclusive Fragrance oils are cruelty free. They comply with the requirement of the Corporate Standard of Compassion for Animals and that they have not been tested or re-tested on animals to assess safety, efficacy, or environmental effects.

All of our Exclusive Fragrances, except for Orange Blossom Chamomile which contains some beeswax, are also vegan.

Flashpoint is the lowest temperature at which the vapor of a combustible liquid can be made to ignite momentarily in air.

How this relates to candles: The flashpoint refers to the temperature fragrance oil would have to be in order to catch fire when encountering a spark or an open flame. For example, if fragrance oil has a flashpoint of 170 F, the oil would have to reach a minimum temperature of 170 degrees F before it could catch fire when touching a flame. This does not mean that you cannot allow your candle wax to reach a higher temperature than the oil's flashpoint. It is perfectly safe to allow your wax to heat up to whatever pouring temperature you need even if you are using fragrance oil with a lower flashpoint.

‘Phthalates’ is the name of a group of chemicals that have multiple uses. Within the group, there are different types of phthalates that are used for different purposes, one of which is commonly used in fragrance oils. Products that include phthalates are increasingly becoming a concern to consumers due to certain types within the group being labeled as potentially having negative effects on human health.  The particular type of phthalates creating this concern is typically used as ‘plasticizers,’ which allow plastic products to become flexible without compromising their strength. This type of phthalate is not the same as those that are used in creating fragrance oils. Phthalates used in fragrance oils, known as DEP (Diethyl Phthalate), are solvents used to extend the aromatic strength of the candle fragrance oil. DEP has been found to be non-toxic in skin products and candles if used at safe levels. Review a fragrance oil's IFRA sheet for safe levels of usage.

Some phthalates are poisonous and some of them are harmless. However, because they are all usually labeled and grouped together as 'phthalates', people generally want to avoid them altogether.

Parabens are preservatives used in water-based products like lotions and creams so they are not found in any of our fragrance oils or waxes.

When you order a 450 ml bottle of our fragrance oil, it is not filled all the way to the top because the bottles we use actually hold 500 ml. To see an accurate depiction of what your 450 ml bottle should look like click here.

Please also note that the oil is measured volumetrically. Devices such as weight scales that approximate volume measurements are not accurate tools to measure liquids besides water.

While we are working towards next business day shipping, orders currently have a 2-3 day processing time depending on the season. This means that from the time we receive your order to when the carrier picks it up, will take between 2-3 business days. Busy season runs from August to December, and processing times may increase during these months due to the increased number of orders. Orders are not processed on weekends or holidays. 

Please note that shipping time is in addition to processing time. Orders are received every business day morning and checked throughout the day. Orders are processed between the hours of 9-5 Monday to Friday (excluding holidays). Your shipping time will depend on the type of service you choose as well as where you are located.

We are currently accepting payments via PayPal, credit card, as well as our Buy Now-Pay Later options, Sezzle (for purchases under $2,500), and Splitit (for purchases over $2,500). 

While we prefer our customers to place their own orders online, we do accept call in orders. This is normally reserved for our clients without internet access or those who have extreme difficulty navigating the internet.

Calling in your order will not be get your order processed faster than it would if placed online. In fact, it may prolong the process as they can only be taken during business hours and it may require some back and forth phone calls to complete.

First, please double check that your personal information is entered correctly (especially your postal code). If it is correct, try refreshing your screen (Shift F5). 

If you are still having trouble, email support@vccandle.com or call 1-888-292-8871 to leave a message. One of our representatives will be in contact with you to help walk you through the online ordering process. Representatives are available from Monday to Friday 9am to 5pm.

Our ordering system does not allow us to add items to orders that have already been placed. We are also not able to combine multiple orders, as this can create issues for our fulfillment centre and increase the chance of errors.

The best thing to do if you forget to add something to you order is to email support@vccandle.com as soon as possible. If your order has not yet been processed, we can cancel your incomplete order so you can place a new order including all the items you need. If your order has already been processed, you will need to place another order for any additional items.

It is very important that you check and double check your order before submitting it to ensure that everything you need is included. By cancelling your order, you are prolonging when you will receive your order and you risk loosing the items you had on your previous order when they go back into our inventory.

Please note, we are working hard to improve our processing time with a goal of achieving 1 day processing very soon. This means that there will only be a very small window of opportunity to cancel.

The best and most efficient way to receive your order ASAP is to place your order as soon as possible. Here at Village Craft and Candle, we consider all of our customers important. From home crafters to bulk buyers, every order is a priority and is processed in the sequence they are received. We do not offer a rush order option. First come, first served - no exceptions.

Adding URGENT, SHIP ASAP or RUSH ORDER in the comments will not bump your order to the top of the list.

We have over 800 products from many suppliers.  Some ship immediately, while others have shortages or delays. We place orders with our suppliers on a regular basis and work very hard to maintain our stock levels. The best way to be informed when a product is back in stock, is by clicking on the "Email me when available" link on the product page and subscribing with your email address. As soon as we put the item back in stock, a notification will automatically be sent to your email address.

Sezzle is a payment service that allows you to make a purchase now and pay it over a period of time in interest-free equal payments without affecting your credit. This option will appear in the payment part of the checkout process, and you need to create an account with Sezzle (here) in order to use it.

If you would like to learn more about Sezzle before creating your account, click here.

Splitit is a new way to pay for your purchase with monthly instalments using your existing credit card. No interest, no application, no taking on new debt. By offering more flexibility with your existing credit, you're able to select the number of monthly payments that suit you and your monthly budget, interest-free. See here for details!

Splitit will appear automatically as a payment option at checkout if the order value is greater than $2,500. There is no maximum, aside from your own Credit Card's maximum credit allowance - should your payment be declined, this would indicate that there is insufficient credit available on the card used. 

Since the beginning of the pandemic, the glassware industry became one of the many industries that were greatly effected by the fallout. Lockdowns and new restrictions on manufacturers have decreased the supply while the growing popularity of things like candle making and canning have increased the demand; making glassware a very difficult commodity to get ahold of. We understand how frustrating this has been for our customers. Often our suppliers are not able to provide an ETA on when we will receive our glass orders, which means that we are not able to provide an ETA to our customers either. We want you to know that we are actively seeking solutions to this problem and hope they will be available soon.

At this time, we ask that our customers remain flexible with their candle vessels and we recommend that you ask the same of your customers. We also recommend planning ahead for future candle orders when glassware is available.

We ship all over Canada and the United States. Please note that P.O. Box orders can only be shipped via Canada Post, as UPS requires a physical address for accurate shipping rates. 

On occasion, our shipping app will be in the process of updating and this has also been known to cause an "Items can't be shipped" message to appear. If this is the case, try waiting 1 hour, refresh your screen (Shift F5) and try again.

If you are still unable to place your order, email support@vccandle.com.

Please allow 24 hours from when your order has been marked as "shipped" for your tracking number.

If after 24 hours you still haven't received a tracking number, please check your junk/spam folder.

If your tracking information isn't in your junk mail, contact support@vccandle.com. Please include your name and order number.

Within 30 days of receipt of your goods, you may return any product in its unused, original condition (excluding fragrances). Products that have been used cannot be returned. Please contact support@vccandle.com to acquire return authorization. We can only process returns and refunds for items purchased from Village Craft and Candle.

Freight is non-refundable. If we allow your return and it is not due to our error, you will not be refunded for your shipping costs. Returns will be shipped back to Village Craft and Candle at the expense of the customer. Original and return shipping charges are not refundable.

You will receive a refund in the same manner of payment originally used for purchase. Refunds will be processed upon receipt of the returned items. It can take up to 10 days for the refund to be applied to your original payment method.

All fragrance oils, essential oils and essential oil blends are final sale and cannot be returned or exchanged due to the ability to compromise it's integrity.

Returns are not permitted on fragrance oils, essential oils or essential oil blends due to the ability to compromise its integrity.

Everyone has different preferences when it comes to scents, as well as their own opinion of what something should smell like; that is why we recommend purchasing in smaller quantities (like the 30 ml sample size) to determine if a particular oil suits your personal preference.

Village Craft and Candle operates Monday to Friday from 9am to 5pm (excluding holidays) During this time, customer service representatives are available to answer your questions.

For customer support regarding questions about orders, shipping and returns, email support@vccandle.com

For customer support regarding technical candle making questions and product inquiries, email help@vccandle.com

You can also call 1-888-292-8871 and leave a message with your name, phone number and reason for calling and one of our representatives will return your call as soon as possible.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an

agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download Here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here.

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@vccandle.com and we will be happy to work with you to remedy the situation.

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.