To our wonderful customers:
Some FAQs Answered:
When will my order ship?
Orders placed after 12 PM EST on Monday, December 20 will ship after we return from our holiday break on January 3, 2022. Upon our return, we hope to ship your order within one week. You will receive tracking info once your order ships. Please allow a few days for the tracking information to update.
How long will shipping take?
At this time, we are unable to guarantee transit time. Normally, packages arrive in within 5 business days, but all carriers are experiencing delays related to the coronavirus pandemic.
Why won’t my tracking information update?
Because of the overwhelming amount of packages at shipping facilities, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to the carrier if you are having an issue with your tracking information. We at Brooklyn Candle Studio do not have any additional information other than what is already provided via the tracking information.
I think my package is lost - what do I do?
If you purchased Route Package Protection, you are able to file a claim for your lost package here. If you did not purchase package protection, please reach out to us directly at firstname.lastname@example.org.
Can I change the shipping address on my order?
If you have not already received tracking information, there is a chance we can change your shipping address. Please reach out to email@example.com for more information. If your package is already in transit, you will need to contact the carrier to help with rerouting your package.
Can I change the products or scents in my order?
Please reach out to firstname.lastname@example.org for more help.
Can I cancel my order/get a refund?
Yes! We understand that circumstances can change. If you have not received tracking information, please reach out to email@example.com for a refund. Refunds will take 3 to 10 business days to process, depending on your financial institution.
When will [product] be back in stock?
Soon! Please sign up for email notifications to learn when your favorite scents are back!
I got the wrong scent in my order - what do I do?
We are so sorry about this! Please reach out to firstname.lastname@example.org so we can facilitate getting you the correct items. Please note, some items may be of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.
One of my products arrived damaged - what do I do?
We are so sorry about this! Transit is not always kind to our products. If you purchased Route Package Protection, you are able to file a claim for your damaged item here. If you did not purchase package protection, please reach out to us directly at email@example.com.
Are you shipping wholesale orders?
Yes! We will resume shipping wholesale orders after our holiday break. Please reach out to firstname.lastname@example.org for more information.