WHEN DO YOU SHIP ORDERS OUT?
We work to get out every order within 3-5 business days. Processing times vary during holidays (October/Halloween, Black Friday & Christmas are high sale volume times.) Current processing times will always be listed on our website banner. These times can change a bit during high order volumes.
During the Summer Months- We do not ship out on Thurs-Sat to prevent your candles from melting in a hot warehouse/mail truck. We aim to ship out every order by Monday & Tuesday, Wednesday is the absolute latest. Mon-Weds. are our shipping days for the summer time.
Fall/Winter- We ship orders out Monday-Thursday. Orders placed over the weekend will go out the next following week.
We are a small business & a VERY small team. Everything is done by hand-- designing the labels, creating the actual candle itself, & packaging each and every order. Every. Single. Candle. All done by loving hands. We want each batch to perform their best, so we strive to maintain that standard with each batch. We appreciate all of your support! We make things from the heart for you and yours!
HOW MUCH IS SHIPPING?
We offer flat rate shipping for domestic orders, this means if you buy 1 candle or 50, it will be the same shipping rate (Shipping cost is all determined by the weight of the package and the location it is going to.) Candles have their own flat rate, perfume oils have their own, so on and so forth.) We use USPS priority mail labels for almost all of our orders. (Priority mail, moves the quickest through the mailing system, so 9 times out of 10, you will get your package in 2-3 business days from the day it's sent out and scanned.) USPS shipping is high, especially priority & these prices continue to increase every year. :( Our candles are also in quality made glass jars which make them heavy packages. The weight of the package determines the costs of the shipping. We want to make sure your candles do not melt or break in transit so we take extra care packing each order and ship them priority to keep them moving a long so they will not spend days in a warehouse. Please understand, shipping costs are out of our control & we are a VERY small business and it can become costly buying supplies, selling online, taxes and shipping. We promise, our candles are worth it!
I RECEIVED AN EMAIL THAT MY ORDER HAS SHIPPED BUT TRACKING HASN'T UPDATED?
We print shipping labels in bulk at the beginning of each week. It's just two people packing every order by hand so this takes some time. We also pack your order well so it will have a safe journey to you! If you received an email that says your package has shipped, but does not have a current scan, this either means we are still fulfilling your order OR the post office has it, but has not scanned it in yet (If this is the case, your package is on the way - It's just the post office hasn't scanned it in but will scan it when it delivers. Weird, I know, but the post office does what they feel is most efficient to get orders out in a timely manner. We have our own timeframe of when we get orders packed up and picked up by our mailman (usually within 3-5 business days but be sure to refer to our current processing times in the banner at the top of our website (You agree to these processing times upon checkout by selecting the checkbox) - Halloween, Christmas, Black Friday are high order volume times) We unfortunately do not have control over the USPS timeframe or any delays they maybe having. We have the same exact information on your tracking as you do. We promise we have your orders out within our current processing time frames. With the USPS, it's literally out of our hands. Please be patient.
WHEN WILL YOU RESTOCK ______ ?
We are a small team but we make A LOT of candles daily! When things sell out, we try our very best to restock regularly! But as a small batch company, everything is handmade and we can sell out very quickly - especially best sellers, Halloween, etc. and with the pandemic, supply shipments sometimes can be delayed, our suppliers are out of stock and we currently don't have the oils on hand. If you've had your eye on something that is out of stock - we have email restock notifications set up on the website! You can enter your email to be notified as soon as the product is back in stock! Please note: if the item sells out again after you received your email, you will have to resign back up for the next notification.
ARE YOUR PRODUCTS VEGAN AND CRUELTY FREE?
Absolutely. We love animals and our team at Lunar Light Co. are all pet owners. We use waxes, oils, and other ingredients from trusted sources. These ingredients have not been tested on animals and contain no animal products & absolutely never will!
WHERE ARE YOUR INGREDIENTS FROM?
All of the ingredients we use in our creations are made/grown/sourced here in the United States. We love to support local businesses always. So not only are you supporting our small business, but you are supporting many small business since this is where we source many of our supplies, ingredients, and materials from! Our fragrances and ingredients are free from harsh synthetic chemicals that are commonly found in big brand cosmetics, candles, and perfumes. With health and quality in mind, we use only premium grade fragrances and ingredients from trusted sources.
DO YOUR CANDLES BURN CLEAN AND ARE YOUR SCENT THROWS STRONG?
Yes, our candle scents perform extremely well.
It is recommended that when you first burn your candle, to allow the wax to melt to the edges of the jar and to burn for at least 2 hours (but no more than 4 hours at a time) this first 2 hour burn will "unlock" the full scent throw and also will create a "memory" so your candle will not tunnel.
Cold Throw is the candle scent strength when it is unlit. Hot throw is the scent strength when lit. We like unique strong scents. (without being offensive) & we only use premium grade fragrance oils we blend ourselves for excellent throws.
Yes our candles burn clean! See black soot around your jar? Problem is you're either not trimming your wick before each burn or letting it burn too long (4 hours or more!) It is important to trim your wick around 1/4" for a clean and longer (yes this will get the most life out of your candle as well!) burn!
DO YOU OFFER WHOLESALE?
At the moment, only local (Cleveland) (If you're located in Cleveland or nearby surrounding areas, contact us if you're interested in carrying our products!) We are still a very small business but hopefully we will be able to offer wholesale to more states in the future! :)
LOST OR STOLEN PACKAGES
Please make sure the address that you check out with is up to date. We are not responsible if the address is incorrect or an old address. So please make sure it's up to date at time of checkout. If you find your address is incorrect, if we haven't shipped your order out yet, email us immediately so we can change it for you.
If the item says delivered, please check with your local post office. It could still be on the mail truck or at the post office. Also, check to see if it was left with your neighbor by mistake.
Unfortunately, once the product is out and says "delivered", we cannot offer refunds or exchanges. Candles arrive in large boxes, please let your local post office know a safe place to put it if you are not home. USPS provides an option where you can have them hold your package until you are able to pick it up. (Just go to your tracking info on the USPS website and include it in the special instructions for delivery)
Once an item is shipped, we do not have any more information than you do. If there is a problem with your shipment, please contact your post office and give them your tracking information.
Lunar Light Co. is not responsible for lost, stolen packages, or any errors made by the USPS. In this case, we suggest filing a complaint with your local USPS and if you suspect your package was stolen, it is best to contact the police and file a report.
RETURNS & EXCHANGES
Due to the nature of our products, we only offer refunds/exchanges for damaged products.
DAMAGED PRODUCTS FOR REFUND/EXCHANGE- If you have received your package and find that your products are damaged,
1. please send us clear photos of the damaged product(s) -- (the more photos the better!) next to the tracking label with both addresses visible with the box to firstname.lastname@example.org.
2. Don't dispose of the contents of the box, simply tape it back up and contact us. At this time, USPS has made insurance claims impossible to claim. We will send you over a return label to print out and tape to the box to send back to us. (USPS makes the seller present the damaged items to the post office so they can inspect it.)
3. We will then offer a refund for the items or replacement for the broken item(s). Refund - If you choose refund, please note the refund amount will be for the item cost only, NOT the shipping charge.
International orders - We DO NOT offer exchanges for damaged products. We offer a refund for the cost of the item's that are damaged. We cannot refund shipping costs. Sorry :(
Please understand, we are a small business. Postage is costly for us and we do everything in our power to make sure your items arrive safely.
SUMMER NOTE- Melted candles cannot be refunded or exchanged, so please make sure if you are not home at expected delivery, notify your post office to hold your package until you can pick it up. (This can be accessed through your tracking number on the USPS website. Simply click the link of your tracking number and select the option for USPS to hold your package until you are able to pick it up.)
SALE ITEMS ARE FINAL SALE. NO RETURNS OR REFUNDS. REFUND IS AVAILABLE ONLY IF THE PRODUCT ARRIVES DAMAGED.
INTERNATIONAL ORDERS & CUSTOM FEES
Customers are responsible for the custom fees and taxes. We have no knowledge or control of these taxes or fees.
We no longer can combine orders/refund extra shipping. During the shipping process, it can get confusing when we have an influx of orders at any given time. We recommend you double check your order before placing it. If there is something you want that is out of stock, reach out to us at email@example.com and we can give you info when you can expect it to be restocked.