FAQs

TECH FAQ'S

Looking for a technical solution to your candle issue? Please complete the Technical Support Form below to help us direct you to the right answers. Email your completed form to help@vccandle.com.

Technical Support Form

 

How do I choose the right wick for my candle?

We provide a wick chart that can help you in choosing the proper wick for your candle. https://villagecraftandcandle.com/pages/how-to-choose-the-right-wick

 

ORDERING/SHIPPING FAQ'S

Can I pick up my order?

We are not currently offering a pick up option. All orders will be shipped to you.

 When is your shipping department open?

Orders are processed Monday to Friday. If you have placed your order outside of our shipping hours, your order will be received upon open of the next business day.

Why is shipping only during regular business hours and not 24hrs like Amazon?

Village Craft and Candle is run by a small, hard-working group of people who go home at the end of each day.

Should I just call in my order? Will that be faster?

We do accept call in orders but normally it's reserved for our remote clients without internet access or those who have extreme difficulty navigating the internet. It is easier if you order online.  That way, we have a payment method, address, phone number, and we both get a saved record of your order.

It will not be faster if you call in your order. By phoning an order in it will not be placed as priority. In fact, it makes the process longer by placing orders over the phone.

I’m having a hard time with ordering online now what?

You can call in for customer support and our rep will be happy to walk you through the online ordering process. Please double check your information is correct and try refreshing the page. Always double check your postal code.

Do I need to be home to receive my order?

If you have selected Canpar as your shipping method, you will need to sign for your parcel when it arrives unless you stated in your order instructions for no signature required. Canpar will not ship to a P.O. Box, so you must include a physical street delivery address.

Canada Post no longer requires a signature, if you would like Canada Post to “not safe drop” please indicate in your order special instructions.

 How fast will my order be?

While we are working towards next 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, takes between 2-3 business days. Please note that shipping time is in addition to processing time. Orders are received every business day morning and checked throughout the afternoon.

Canada Post arrival estimates

https://www.canadapost.ca/tools/pg/manual/PGpscanada-e.asp

Canpar arrival estimates

https://www.canpar.ca/en/ship/transit.jsp

Busy season expect delays.

When is busy season?

September through December we are gearing up for Christmas so expect delays.

How much is shipping?

Shipping is calculated by the weight and size of your parcel. To get an accurate shipping quote for your order select VIEW CART when you have completed your shopping, there will be an ESTIMATE SHIPPING drop down where you can enter your postal code. This will show you all the shipping methods and corresponding cost.

Do you ship outside of Canada?

While we currently don't offer shipping outside Canada, we plan to offer shipping to the US soon.

Why won’t Canada Post show as a shipping option?

Your total shipment weight is over 50lbs. Canada Post will not pick up parcels over 50lbs.

Can I just pay for Canpar shipping or enter no shipping, and you send it Canada Post anyway?

Sorry but no that’s not possible.  The calculated shipping rate will not be correct.

I ordered on a Friday night or on the weekend now what?

Orders are received upon opening the following business day Monday. Orders are packed and processed in the same sequence they are received. Meaning if you ordered Friday after close, yours will be processed first and continue down the line.

Help! What if I need my order ASAP!?

The best and most effective 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 and everyone in between. We will work to make every order a priority, our orders are processed in the sequence they are received. First come first serve. No exceptions.

Adding *URGENT*, *SHIP ASAP*, *RUSH ORDER* in the comments will not bump yours to the top of the list. As far as the fastest shipping method we offer, Canada Post priority is the very fastest that you can get. Planning ahead is the key.

I forgot to add something now what?

If you place an order and forget to add something, the best thing to do is contact us as soon as possible. We are not able to add items to orders once they have been placed. However, we can cancel your incomplete order so you can place a new order including all the items you need. Orders can only be cancelled if they have not been processed. If your order has been processed, you will need to place another order for any additional items. 

I’ve placed my order but don’t have a tracking number yet?

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

If after 24hrs you still haven’t received a tracking number, please check your junk mail folder.

 

QUESTIONS REGARDING RETURNS

Click Here