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Order, Ship, Return & Contact Info

How do I place an order?

Orders can be placed via our secure website any time - 24 x 7

Please note that we are a webstore and do not have a physical storefront that you can come and shop.  Customers have been known to stop by but we don't have a display of candles or gift items.  If we know you're coming to pick up an order, we can set some things out you may be interested in.

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.  We do not store your credit card information, but if you have ordered before and you wish to re-order, you can email or call me at 315-687-5786 and I can process your order for you as our Merchant Account stores your encrypted info in their secure database.   Your receipt confirmation will be emailed to you.

PAYPAL:  We have now implemented PayPal as a form of payment.

Refunds and cancellations of orders already placed will incur any non-refundable fees assessed by your credit card company or PayPal. 

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 your 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.  Please note that we are a small company and are busy making candles every day so we cannot always answer the phone.  Feel free to leave a message and someone will get back to you within 24 hours.

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


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. 

Country Light Candle Company does not have access to your credit card number if you place your order over the internet.  Our Merchant Account stores your encrypted credit card number in their secure databases.  If you have ordered before and you wish to re-order, you can email or call me at 315-687-5786 and I can process your order for you.   Your receipt confirmation will be emailed to you.


What are your shipping policies?

Country Light Candle Company requires 24-72 hours to process your order depending on whether we have to make, wrap & label candles.   Please allow longer time during peak candle season (September - December).   If an item is not in stock, you will be notified via email and given an estimate as to when to expect shipment.  Partial orders are not shipped until the entire order is available.  You will be given the option to cancel in the email.  Please check your spam / junk folders for our email or add our contact info  to your address book.

United Parcel Service (UPS) is our primary shipping service.  UPS is guaranteed and insured.

UPS Ground, UPS Next Day, 2nd Day & 3rd Day Select delivery options are available for business day deliveries only.  Weekends, major holidays (refer to UPS Holiday Schedule at www.UPS.com), and the day the package is picked up (our daily pickup is 3pm EST) do not count in the delivery calculations.   For UPS Ground Shipping, you should receive your order within 2-7 business days (not including weekends) from shipment date (depending on how far you are from us in NY).  Please email or call us for an estimated delivery date before ordering if you have to have your items by a specific date.  Returns made (at your expense) due to you receiving your order too late for your event will incur our 15% restocking fee.

FLAT RATE SHIPPING or FREE SHIPPING specials are UPS Ground or USPS Services at our discretion.  Shipping Specials are not available for wholesale orders or over 800 Premium Soy Tea Lights or over 384 Premium Soy Votives.

All orders shipped to New York (NY) will be charged 8% sales tax.

INTERNATIONAL - International shipping service is via UPS or US Postal Service.  International customers are responsible any customs and/or brokerage taxes/fees before delivery will be made.  Please email us at sales@countrylightcandle.com if you have questions before placing your order.

IMPORTANT INFO
•    Please ensure shipping address is correct before completing your order.  Include full address (apt #, bldg #, co. name, etc.).  A $10 fee imposed by UPS related to address corrections will be charged back to the customer if UPS cannot deliver due to incorrect address.
•    Express shipping service times (3 Day, 2nd Day & Next Day) apply when the order is shipped, not when the order is placed. UPS does not count the day package is picked up in their delivery guarantee.  We cannot always get your order out on the next business day so please plan accordingly.
•    These services are subject to change at any time.

More about shipping 12/26/12:

I am constantly asked why my shipping is so "high" and so I thought I'd take a moment to explain our "shipping situation" which is the same for all small businesses...especially in NY who do a lot of business with the West coast.

I have an account with UPS Ground to get me the lowest rate based on my volume of business....which three years ago was about 10 packages a day.  Today, we are lucky to get three packages a day.  I can only assume this is because of the economy AND the increase in gas prices which effects the cost of shipping for us internet-based businesses.  I consider my Premium Soy Tea Lights, Votives and No-Stick Tarts to be the best available so it is not due to an inferior product.  Anyway, back to UPS.  Most of my orders are for candles... which are heavy....the typical order weighs between 6-10 pounds.  UPS is perfect for these orders as the heavier the package, the cheaper per pound of weight.  So a 6# package going to the west coast typically costs about $12-$14 with my discount.  To ship this same package via USPS Priority Mail costs over $20.00 (I know this because I just shipped a box of 100 tea lights and a candle holder to the West coast and this was the cost - even though the customer only paid $9.99).   A box of 100 tea lights fits nicely in a flat rate box which ships for $10.85 anywhere in the US.  But...my USPS shipping calculator doesn't offer the flat rate box option so the customer is presented either the $12-$14 UPS Ground price, the USPS $20 price OR my flat rate shipping price which is usually $10.99 but is now $9.99 for the holiday.  My flat rate shipping option is a discount I give to YOU and I will select whichever service is cheaper for ME which is either USPS Priority Flat Rate (not insured) or UPS Ground insured. 

Now keep in mind that USPS offered via my website is going to be a little higher because we add a handling fee.  This handling fee goes to the cost of gas in driving your package to the post office 20 miles away.  We do this because we cannot easily get USPS pickup here in rural Chittenango NY.  When we used to get pickup when we called them, the post man threatened to run over our dog because she was in the driveway.  Since that time, I vowed never to call them for pickup again and I won't do it.  So we drive all of our USPS packages to the post office.

Offering free shipping would be a wonderful thing to do for my customers and I try to do it several times a year.  But I cannot afford to offer free shipping every day...even with a purchase of $100.  We do not mark up our product enough to do that and still make a profit.  We have bills to pay like everyone else.  We don't have other jobs....this is our job.  If we don't sell candles, we don't pay our bills.  I can't afford to pay to have my product shipped to you when we don't make enough on the product itself to cover the cost.  I have asked my biggest customers if they would prefer that I raise my prices or offer free shipping and the overall response is to NOT raise prices.  So I try not to unless the cost of fragrance oil or wax increases. 

So when you purchase from me and you see the shipping costs....please do not assume that I am OVERCHARGING you for shipping.  I am not.  I'm simply trying to recoup some of the cost of doing business over the internet so I can continue to stay in business and pay my bills.   Very seldom does the cost of shipping come in under what the customer pays; I usually have to pay an additional $1-$4 per order to cover shipping.  I offer discount codes, sales and free drawings on Facebook and I always include a free sample or gift in every package. We are not a huge corporation that can take losses like this every single day so I hope you understand why our shipping prices are what they are - the cost of doing business on the internet and in no way a profit-making scheme.  Thank you for listening to me...I'll probably delete this soon as I don't like to complain but it just seems like customers are getting on me for charging shipping  or charging "high" shipping when it is, in fact, the cost of the shipping.  I can't afford to pay people to buy my candles.  (reminds me of Peg Bundy on Married with Children who tried to make money selling cosmetics and she ended up buying all her own stuff to get the check in the mail LOL).   Business doesn't work that way.  Take care and I hope you understand my position.  Dina


Will my order arrive in time for Christmas?

UPS is our standard shipping service, however we do ship via Priority Mail to PO boxes, international orders, and at our descretion when Flat Rate shipping is selected.  Below is the UPS Holiday schedule for your information.

SHIPPING DEADLINES: Please visit UPS.com to determine transit times from Country Light Candle Company in NY to your state.   Express shipping is available via UPS.  Next Day Air, 2nd Day Air and 3 Day Select services do not include the date the order is placed or the next day when order is shipped in their guaranteed delivery timetable.  We try to ship express orders the next day after the order is placed but if candles must be made, this could delay shipment one more day.  Please order early! 

Email us if you are concerned about your order arriving in time and we can determine which service is best.

UPS Holiday Schedule (Q4 only)

UPS recognizes the following holidlays; shipping services are not available:

Thanksgiving Day
Day after Thanksgiving
Christmas Day
New Year's Eve
New Year's Day

In addition, the following holidays are recognized, but not observed:

Rosh Hashanah
Yom Kippur
Columbus Day
Veteran's Day
Hanukkah
Christmas Eve (if it falls on a weekday)***

*   UPS Express CriticalSM available 365 days each year
**  Delivery and pickup of air and international packages only
*** Regular delivery day; pickup of air and international packages only

 

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, will get 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 can result in soft and sticky candles the further away from NY the shipping destination is.  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 as we do ship them frequently during the summer months..

Regarding our Premium Soy Tea Lights, we package our tea lights either in shrink wrap on cardboard pads or in retail boxes so they are very snug and held in place tightly.  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 tea lights in the refrigerator for 30 minutes will help.  For best results, do not take them out of the packaging (including bubblewrap) until they have cooled.  Store at room temperature.  

For best results, please ensure you will be home to receive your package to avoid the candles sitting outside for a long period of time.

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?

For undamaged items:

Gift Items - if you are unhappy with your purchase for any reason, please give us a call at 315-687-5786 within 3 business days of the date you received your order or email us 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 14 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.  All returns will incur a 15% restocking fee.  All exchanges will incur the reshipping charges. All candles and Closeout/Clearance items are not returnable, refundable or exchangeable.

Candles - 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 although you can choose to get your scented tea lights white/no color.  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 100 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 in their hardened state 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 1/2 hours or more; we test on a regular basis.  The longest burning tea lights are unscented and lightly colored ( 6 3/4 - 7 3/4 hours) due to the extra concentrated soy dye.  The next longest are unscented white (6 1/2 - 7 hours).  Dark colored tea lights (red, burgundy) and scented tea lights have the shortest burn time (6-6 1/2 hours) due to the large amount of dye and/or fragrance oil which affects burn time.  We have had 2 experiences where, according to the customer, the tea light flame is too low or the tea light only burned 5 hours.  In these cases, the customer was burning the tea lights while it was floating in water, sitting in sand or sitting directly on top of a metal surface.  Burning tea lights outdoors will also reduce the burn time of your candle.  Surrounding your tea light with insulating material will make the flame hotter, thus melt the wax faster.  We cannot be held liable, nor will we give refunds, 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 or lost items:

If you receive a damaged item, we will replace it at no cost to you.  We must be notified within 2 business 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.)

If your package is lost or was not delivered, please call us at 315-687-5786 so we can put a tracer on it via the carrier.  Do not go through PayPal's Resolution Center as this will delay the trace and we can better remedy the situation directly through the carrier.

For international shipments, you will be required to work with us and your local postal carrier to resolve the issue.

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 or via telephone at 315-687-5786

This Policy has been in effect since 1/1/03

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, sign up for our newsletter, or place an order on-line.  We will only send you an email back if we have a questions about your order or if we are sending out a newsletter.  We do not sell email addresses.

The information we collect is not shared with other organizations for commercial purposes.

With respect to cookies: We do not set any cookies.

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. 

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 address or phone number.


Do you have a catalog or samples?

We are frequently asked if we have a catalog and the answer is no, we do not.  We are a small home-based business and our products are changing all the time.  All of our inventory is listed on our website although occasionally the inventory count may be off.  So if you find that I don't have enough of any one product in stock, you can email me to double check the inventory or see if I can get more in stock.

Sorry, we no longer ship free samples of our products, however, we do carry small sampler packs of our votives and tea lights.


How can I contact you?

If you have questions about our products or your order, please email us  and we will respond within 24 hours. 

Our postal address for mail orders is:

Country Light Candle Company
6417 Evans Road
Chittenango, NY   13037

If you prefer to speak with us in person, please call us at 315-687-5786 during the hours of operation below.  Please note that we are a very small company and work in our workshop during most of the day making candles.  Please feel free to leave a message and we will get back to you within 24 hours.  Country Light Candle Company is a webstore only, we do not have a storefront.  We are available for order pickup and can have things out for display if you are interested in continuing to shop while you pick up your order.

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, Memorial 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.

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Country Light Candle Company
Home of the most natural, long lasting soy tea lights, votives, pillars, candle jars, No-Stick Wax Tarts and unique candle accessories, gifts and home decor

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