How do I place an order?
Orders can be placed via this website any time - 24 x 7
CREDIT CARDS: We gladly accept Visa, Mastercard, Discover and American Express through our site's secure shopping cart. For security reasons, credit card orders cannot be placed via email.
PAYPAL: We have now implemented PayPal as a form of payment.
PERSONAL CHECK or MONEY ORDER: Payment via personal check or money order can be processed as follows:
- Add your items to your Shopping Cart
- Click on Checkout
- Enter your "Ship To Location" (for calculating postage)
- Enter your Shipping & Billing Information - be sure to select shipping service option
- Click on Next Step
- Print out this page and mail with your personal check or money order to:
Country Light Candle Company
6417 Evans Road
Chittenango, NY 13037
Orders will be shipped after personal check clears, usually 3-5 business days.
TELEPHONE ORDERS: Orders can also be placed via telephone at 315-687-5786 during the following hours - Eastern Standard Time
Monday: 10:00AM - 5:00PM EST
Tuesday: 10:00AM - 5:00PM EST
Wednesday: 10:00AM - 5:00PM EST
Thursday: 10:00AM - 5:00PM EST
Friday: 10:00AM - 5:00PM EST
Saturday: 10:00AM - 5:00PM EST
Sunday: CLOSED
Is my credit card information secure?
Country Light Candle Company makes every effort to protect the security of your personal information. Our Web site is hosted on secure servers and utilizes SSL secure server software. Any personal information that you provide is encrypted so that no-one can read it while it is being transmitted over the Internet. Any information collected by us is stored in private files behind a firewall designed to protect your information by denying unauthorized access by outside users.
When will my order be shipped?
If an item is in stock, it will be shipped within 3 business days. If an item is not in stock, you will be notified via email and given an estimate as to when to expect shipment.
UPS Next Day, 2nd Day & 3rd Day Select Delivery options are available for business day deliveries only (weekends do not count in the delivery calculations). These expedited services are guaranteed by UPS starting at the time the package is given to them. Please remember that Country Light Candle has to process your order in-house first so you must allow extra time for that - between 24 and 72 hours depending on if we have to make, wrap and package candles.
For UPS Ground Shipping, you should receive your order within 3-8 business days from shipment date. UPS Ground is guaranteed and insured.
Standard Shipping can be either UPS ground or USPS Priority Mail. You can expect delivery within 3-5 days with Priority Mail, however, delays can occur during holidays.
How will my order be shipped?
DOMESTIC SHIPPING
• United Parcel Service (UPS) is our shipping carrier of choice and includes insurance up to 500.00. UPS will not ship to a PO Box. If you must ship to a PO box, please select STANDARD SHIPPING. Express shipping options are available via UPS & apply when order is shipped, not when order is placed. UPS Next Day Air SAVER or UPS 2nd Day Air A.M. services are for BUSINESS use only. UPS does not offer these services for residential addresses.
• STANDARD SHIPPING is available to customers within the US only. Your order will be shipped via UPS or United States Postal Service at our discretion.
• SAMPLE SHIPPING is usually via USPS First Class and can be selected if your order subtotal is $5.00 or less ONLY. Billing adjustments will be made if your order is over $5.00 and this option is selected.
INTERNATIONAL SHIPPING - Select International Shipping Charged at Time of Shipment for the lowest insured rate. Your credit card will be charged for USPS Priority International S&H at time of shipment. If paying via PayPal, shipping charges will be invoiced to your PayPal email & must be paid before order is shipped. Shipping rates are automatically calculated for Canada and can be selected at checkout. International customers are responsible for all taxes & fees by the carrier before delivery will be made.
Guidelines are subject to change at any time.
Do you ship internationally?
Yes, please note the following guidelines:
Will shipping in hot weather affect my candles?
Soy wax is a very soft wax and if kept in hot weather for long periods of time, like most candles, will get really soft and sticky. If you ship your candles via UPS Ground during the very hot weather, chances are Premium Soy Tea Lights will get very soft in shipment. Other soy candles (in jars or votive formulation) and palm candles can withstand the heat better but still please be aware that your candles can be affected by severe exposure to hot temperatures of 80 degrees or higher for long periods of time. UPS trucks are not air conditioned. Shipping within NY State may not affect your candles, but cross country deliveries in hot weather will most certainly result in soft and messy candles. Please keep this in mind when purchasing candles in the summer months and specifically when choosing UPS Ground as your carrier of choice. Even though UPS shipments are insured, UPS will not reimburse for melted candles so Country Light Candle cannot be held liable for melted candles. Please order at your own risk or choose expedited air services. Also, see info regarding our Premium Soy Tea Lights below.
Regarding our Premium Soy Tea Lights, we package our tea lights in shrink wrap on cardboard pads so they are very snug and held in place very tightly. They are then bubblewrapped to reduce movement within the shipping box. If you are receiving them in hot weather (80 degrees or higher)...do not open them until you have taken the box inside and it has cooled for a period of time (room temperature or colder). Placing the bubblewrapped package in the refrigerator for 30 minutes will help. For best results, do not take them out of the packaging until they have cooled. Store at room temperature.
To clean melted soy candle wax, use hot soapy water and rub off with a cloth. For palm wax candles, just wait until it hardens and it will scrape or peel off most surfaces. On certain surfaces where you don't want to risk scrape marks, use a hair dryer to melt the wax and then wipe melted wax up with a paper towel.
How do you handle returns, refunds and exchanges?
Your satisfaction is our primary concern.
For undamaged items:
For gift items, If you are unhappy with your purchase for any reason, please give us a call at 315-687-5786 or email us at sales@countrylightcandle.com and we will work in good faith to remedy your situation. If you are still unhappy with your purchase and wish to return an item, you must do so within 5 days to be eligible for refund or exchange. You must include the packing slip, along with a notation of reason for return. Item must be packaged in original packing material, very carefully so it will not be damaged on the return. Items that are damaged during transit back to us due to improper packaging will not be eligible for refund or exchange.
Postage paid on original item will not be refunded. The original item should be returned to us, postage paid by the customer. No refunds or exchanges will be honored until the merchandise has been returned to us in it's original packaging. Credit card and PayPal refunds/credits will incur a 15% restocking fee.
We do not accept returns on our candles if you do not like the scent or color. Everyone's sense of smell is different and what may not be pleasing to you, is perfectly pleasing to someone else. It is highly recommended that you purchase a sample tea light in any scent or color first. Color matching soy wax is a very difficult and time consuming process. Scented candles are colored according to the scent and are not available for custom coloring. Unscented candles are usually white but I do offer unscented Premium Soy Tea Lights and Unscented Premium Soy Votives in a variety of colors and custom colors for the 200 pack of unscented Premium Soy Tea Lights only or the 108 pack of Unscented Premium Soy Votives only*. I have included a color chart on each candle page where color choice is available, however, this is just a guide and does not mean your tea lights will match that color exactly. We do not accept returns on our Premium Soy Tea Lights or Premium Soy Votives. If you return them, you will not receive a credit. I make every effort to ensure your candles are the color you want. If you select a color on the computer screen, it may not be the same color I see on my screen or the same color that I print out to take to my workshop to work with.
*For the custom packs of unscented tea lights or votives, sending me physical samples of the color you want (e.g. fabric swatches, other candles, paint chips) is always best as it ensures we are both looking at the same color. Keep in mind also, that the color of candles while they are hard is different than when they are lit. For most colors, it is just several shades darker when in liquid form than when in hardened form. However, reds, pinks and purples may change significantly as the color of the soy wax (champagne) reacts to the color chip. For example, pinks usually turn peach.
Regarding burn time of our Premium Soy Tea Lights. We make every effort to ensure that our tea lights burn at least 6 hours or more. We test on a regular basis and have yet to have a tea light burn less than 6 hours - whether they are unscented, scented and/or colored. We have had 2 experiences where, according to the customer, the tea light flame is too low or the tea light did not burn 6 hours. We can only assume that either the tea light wick is faulty, the cup is not filled entirely or the customer is burning in a draft or some other condition that may affect the burn . Both of these experiences have been in Southern states where the humidity or altitude is high. I have found no research or information regarding whether humidity or high altitudes affect the burn time of candles. If your tea lights are not burning at least 6 hours, please notify us by phone first; then you may return them to us, including your empty test cups, at your expense. If after we receive them and test them, they, in fact, do not burn optimally, we will refund your total order plus all shipping costs (original shipping & return shipping costs). If they do burn optimally for us (at least 6 hours with a nice flame), we will only refund the cost of the tea lights (not any shipping cost). Please allow us a few days to test . We cannot be held liable if our tea lights do not perform consistently in your environment. We are a home based business with just two people and we do the best we can ensuring that our ingredients are pure, high quality and made correctly each and every time. Please understand this and know that we strive to bring you the best and highest quality tea light candle on the market today and hope that you understand that sometimes things are beyond our control.
For damaged items:
If you receive a damaged item, we will replace it at no cost to you. We must be notified within 2 days if an item arrived damaged. Call us at 315-687-5786 immediately so we can contact the delivery company. All packing materials and damaged items must be kept by the customer for carrier inspection. Before we receive credit from the carrier, the carrier will contact you in order to inspect the box and the packing materials (in the case of the US Postal Service Priority Mail, you may be required to take your damaged package to your local post office for inspection.)
All orders are packed with the utmost care. If you received a broken item, chances are it was thrown around during transit.
What is your Policy on Privacy?
Privacy Policy
This is the web site of Country Light Candle Company.
Our postal address is
6417 Evans Road
Chittenango, NY 13037
We can be reached via e-mail at sales@countrylightcandle.com
or you can reach us by telephone at 315-687-5786
This Policy is effective on 1/1/05
For each visitor to our Web page, our Web server automatically recognizes only the consumer's domain name & IP address, not the e-mail address or any other contact information.
We collect only the e-mail addresses of those who communicate with us via e-mail or place an order on-line.
The information we collect is not shared with other organizations for commercial purposes.
With respect to cookies: We do not set any cookies.
If you do not want to receive e-mail from us in the future, please let us know by sending us e-mail at the above address.
If you supply us with your postal address on-line you may receive periodic mailings from us with information on new products and services or upcoming events. If you do not wish to receive such mailings, please let us know by calling us at the number provided above, e-mailing us at the above address, writing to us at the above address.
Persons who supply us with their telephone numbers on-line will only receive telephone contact from us with information regarding orders they have placed on-line.
With respect to Ad Servers: We do not partner with or have special relationships with any ad server companies.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our Web site periodically.
Upon request we offer visitors the ability to have inaccuracies corrected in contact information.
Consumers can have this information corrected by sending us e-mail at the above address, calling us at the above telephone number, writing to us at the above address.
With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.
If you feel that this site is not following its stated information policy, you may contact us at the above addresses or phone number.
How can I contact you?
If you have questions about our products or your order, please email us at sales@countrylightcandle.com and we will respond within 24 hours.
Our postal address for mail orders is:
Country Light Candle Company
6417 Evans Road
Chittenango, NY 13037
Or, if you prefer to speak with us in person, please call us at 315-687-5786 during the hours of operation below.
Hours are Eastern Standard Time.
Monday: 10:00AM - 5:00PM EST
Tuesday: 10:00AM - 5:00PM EST
Wednesday: 10:00AM - 5:00PM EST
Thursday: 10:00AM - 5:00PM EST
Friday: 10:00AM - 5:00PM EST
Saturday: 10:00AM - 3:00PM EST
Sunday: CLOSED
We are closed these major holidays: New Years Day, Fourth of July, Thanksgiving Day, Day after Thanksgiving, Christmas Day, Day after Christmas. Hours may be reduced during other US holidays.
Please note that this is a home-based business and our telephone greeting may simply be "hello". if we are unavailable, please feel free to leave a message.
