If you are having problems with any of our products, one of our representatives would be happy to give you some assistance. Because there are many variations in formulation and technique, we ask that you first fill out our Technical Support Form as best you can and submit it to email@example.com. This will give us a starting point for figuring out how to resolve your issue. Including photos can be very helpful as well. We are only able to offer technical support on products that have been purchased from Village Craft and Candle.
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.
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
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.
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 firstname.lastname@example.org 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.
All of our oils can be purchased in 25lb drums upon request. Pricing information can be obtained by requesting a quote for specific fragrances at email@example.com. Drums are produced to order, and are subject to a 3-4 week lead time to have the drum produced and delivered.
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 Parfums exclusifs, 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.
Each of our fragrance oils will indicate whether it is phthalate free or not in it's product description.
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.
Many fragrance oils contain ingredients that react to air and light, causing them to darken or change colour as they oxidize. This should not affect the fragrance potency or scent itself, although it may affect the colour of your candles if you are not adding colour to them. The best way to store your fragrance oil is in a cool, dark location to minimize oxidization.
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.
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 firstname.lastname@example.org 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 email@example.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.
Unfortunately not. All of our products are packaged in advance in order to make our pick and pack operation flow more efficiently. We work very hard to maintain inventory levels on all of our products. However, there may be occasions when larger quantities of certain items are out of stock, while multiples of smaller quantities are in stock. Product pricing reflects the amount of processing and packaging involved with each item. This is why we are unable to adjust our pricing when you purchase multiples of smaller quantities.
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 "Envoyez-moi un e-mail lorsque disponible" 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.
First, confirm that you have entered your email address correctly into your account. If you email address is correct, please check your junk/spam folder. If you still cannot find a confirmation, email firstname.lastname@example.org.
Unfortunately no. Our fulfillment partners do not currently offer pick up options at their facility, and at this time we can only offer shipping options. We apologize for any inconvenience this may cause, but we hope to expand to offer in-person pick up in the future!
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.
Sezzle has no minimum order value to take advantage of its payment plans, however, there is a maximum purchase value of $2,500 CAD. Orders over this value will not be successful in attempting to complete the payment with Sezzle.
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.
Your shipping price is based on the weight of your order and where it is being shipped to. You can get a shipping quote by creating an account and adding all the items you would like to purchase to your cart. Once you have finished adding all your items, then click "Check Out" in your cart. There will be a drop down menu in the "Delivery" section that will provide shipping quotes for different shipping services. We do not offer free shipping on orders.
Orders are processed Monday to Friday from 9am to 5pm. We are closed on weekends and holidays. If you place your order outside of our shipping hours, your order will be received upon the next business day.
Not necessarily. Processing time and shipping time are 2 different things. We currently have a 2-3 business day processing time, sometimes faster and sometimes slower depending on the season. This is the time from when we receive your order until it is ready for the carrier to pick it up. Choosing to pay extra for a faster shipping service only effects the time from when the carrier picks up your order to when they deliver it to your front door. It does not change our processing time. The extra fee goes directly to the carrier of choice, it does not go to Village Craft and Candle. We do not offer an extra fee for rush orders.
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 your order arrives with damaged products or without some of the items you purchased, contact email@example.com right away. Please include a photo of any damaged items as this will help to expedite the reship or refund process.
Yes! We currently offer shipping to the United States, with plans to expand to additional countries in the near future. The store should automatically offer a U.S. shopping experience to you, should your location be within the U.S.
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 firstname.lastname@example.org 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.
We work very hard to ensure that orders are delivered to you accurately and quickly, but human error can sometime occur. If we have sent you the wrong item by mistake, please contact email@example.com and we will arrange to have the incorrect item picked up and the correct item delivered to you as soon as possible at our expense.
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.
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