Customer Service


Mailing Address
Candle Warmers Etc. Inc
PO Box 1024
Layton, UT 84041
Any Questions?
Email us at: info@candlewarmers.com
Retail Gift Shop
1948 West 2425 South
Suite 2
Woods Cross, Utah 84087 
General Policies


Pricing
·      Candle Warmers Etc prices are subject to change without prior notice and all orders shall be invoiced at the prevailing prices at the time of shipment.
·      Sales tax will be added to the invoice where required unless a valid exemption certificate is provided.
·      No refunds of sales tax can be made after shipment.
 
Orders
·      Orders can be placed at www.candlewarmers.com, by phone at 800-262-2305, or fax at 801-335-3230, Monday through Friday between 8:00am and 5:00pm Mountain Standard Time.
·      International orders are handled on a credit card basis only using Visa, Master Card, American Express, or Discover.
·      All opening orders have a $300.00 minimum and all reorders have a $100.00 minimum.
·      Back Orders will be filled as soon as possible unless otherwise notified.  Shipping charges will apply to all Back Orders.       
·      All Partial Master Pack Back Orders will be cancelled.  A Partial Master Pack is anything less than master pack quantities.  
   
New Customers/Opening Orders
·      All new customer opening orders are guaranteed for 90 days.  If after 90 days product from your first order has not been sold, you may return it by calling Customer Service and requesting a Return Authorization number.
 
Minimum Orders
·      Master Pack quantities are required for all orders and the minimum order quantity (MOQ) per product is 2 units.  You may mix colors/designs to meet master pack quantities but must meet the product MOQ.
·      Orders in less than Master Pack quantities will be assessed a 7% handling fee.
   
Damages
·      Damages due to shipping must be immediately reported to the carrier.
·      All damages or shortages must be reported within 10 days of receipt of merchandise.
·      Credit will be issued for damaged shipments once paperwork from carrier is received.
 
Payment and Payment Terms
·      All new accounts are strictly prepaid by credit card.  Customers may apply for terms after the initial order has been placed and paid.
·      Net 30 terms are available upon completed credit application and credit approval.  Please allow 20-30 days for credit to be issued.
·      Billed at 1.5% per month.  Credit will be frozen on all accounts that are 14 days past payment due date; re-orders may be purchased on a credit card basis while credit is frozen.
·      Past due accounts will revert to prepaid credit card.
 
Shipping Policies
·      In normal circumstances, Monday through Friday, we ship via FedEx Ground. If you prefer another shipping service, please contact Customer Service to place your order.
·      We normally ship your order within 3-5 days of receipt. We strive to keep a full selection of stock available at all times for immediate shipment. In the event of any back orders, partial orders may be shipped with notification included to advise you on expected ship date for your back-ordered item(s).
·      We will quote shipping charges to you on shipments to Alaska, Hawaii, and Puerto Rico and outside of the United States.  Call for quote.
·      Expedited shipping is available; please contact Customer Service for details.
·      If purchaser requires that special routing instructions be followed, handling fees may be assessed on a per box basis.  Special routing instructions must be included with every order submitted.
·      All orders are shipped by FedEx from Woods Cross, Utah.  Cost of shipping will be added to invoice and is based on the total gross weight of all packages.
 
Refused Shipments
·      On refused shipments, the shipping charges to ship and return the shipment plus a 15% restocking fee will be assessed to your account.
 
Refund/Returns Policies
·      No returns will be accepted without a valid Return Authorization number.
·      If the product is damaged or defective, we will either replace it or provide a refund.
·      If you are unhappy with any of our products, please email us to let us know. We will provide return information and process a refund once we receive the item back. If it is a problem with the product, we will pay to have it returned. If you just changed your mind, the item will need to be returned at your expense and we will provide a refund for the product minus a 15% restocking fee.
·      Candles that have been lit or melted are not eligible for a refund.
·      Candle Warmers, Etc. will not honor claims, returns, or exchanges when our products are purchased through Ebay® or secondary parties.
 
Restocking Fee
·      15% plus freight on all returns.