To our customers:
If you have any questions at all, feel free to contact us here or email us at email@example.com. Our customer service team is still working remotely, so please email if you'd like to get in touch with someone.
Thank you so much for your patience and understanding as we navigate these uncharted waters together as a community. We are so excited to have our production and shipping teams back in the studio. Wishing you wellness!
Stay safe out there <3
Team Brooklyn Candle Studio
Some Frequently Asked Questions (FAQs) Answered:
When will my order ship?
Please expect 1-2 weeks for order delivery.
How long will shipping take?
We use USPS and UPS, who are both experiencing holiday season levels of packages arriving at their facilities each day. The standard transit time for USPS is 1 to 3 business days, but they are currently experiencing delays of about 2 to 5 additional business days. The standard lead time for UPS is 1 to 5 business days. They are not experiencing any delays, but they have suspended their delivery day “service guarantee” until further notice.
Why won’t my tracking information update?
Because of the overwhelming amount of packages at USPS and UPS facilities, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to USPS or UPS if you are having an issue with your tracking information.
What are you doing to ensure that your employees are safe and that my package is safe?
Our employees are staying at least 6 feet apart at all times. They are wearing masks and gloves, as well as consistently disinfecting high touch areas and washing hands. The U.S. Center for Disease Control and the World Health Organization have stated the chances of COVID-19 contaminating cardboard packages is low.
Can I change the shipping address on my order?
If you have not already received tracking information, we change the shipping address! Please reach out to firstname.lastname@example.org for more help. If your package is already in transit, you will need to contact USPS or UPS to help with rerouting your package.
Can I change the products or scents in my order?
Maybe! Some items are out of stock right now. Please reach out to email@example.com 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 firstname.lastname@example.org 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 email@example.com 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.
Are you shipping wholesale orders?
Yes! But we are still experiencing delays. Please reach out to firstname.lastname@example.org for more information.
Are you shipping custom/wedding orders?
We have decided to pause all custom and wedding orders in order to provide our team with more time to focus on our own product lines. Please reach out to email@example.com for more information.
Our e-commerce portal automatically charges your credit card when you place your order online. Do keep in mind that every single purchase directly supports keeping our entire team employed and with health insurance at this time. We are so grateful for every order placed by our amazing customers! If we are unable to ship your order for any reason, rest assured that you will receive a full refund. You are also welcome to request a refund at any time prior to shipment, but please know that your orders have allowed us to keep our team on payroll, and we are hugely appreciative of your generosity.