Shipping + Returns
Summer Shipping Procedure
During warm weather months, May - August, we only ship wax Monday through Wednesday. This limits time in transit so that your wax does not sit over the weekend in non-air conditioned facilities. If you place your order Wednesday morning, it may not leave our warehouse until the following Monday depending on our order volume. This is a necessary step to maintain the quality of your wax. Please plan for additional fulfillment time.
We offer free shipping on all orders over $175. Shipping costs for orders below this amount will depend on the weight of your items and location.
How Long Does Shipping Take?
Our wax approximately ships from our facility 3 business days after your order is placed when summer shipping policy is not in effect. Once shipped, items will typically take 2-4 business days to reach their destination depending on your proximity to our distribution locations.
Please note that all major carriers have suspended shipping gaurantees due to COVID protocols.
Unwanted Product Returns
If you ordered the wrong item or simply change your mind we will issue you a refund on the products within 14 days of receipt if the items have been unused. We ask that you cover all shipping costs due to the heavy nature of our items.
If your product was damaged in transit, our policy is that this must be reported within 3 business days of receipt, so we may work with the carrier as quickly as possible to troubleshoot. When you receive a damaged parcel, please inspect the contents immediately, and send us a photo to email@example.com of the interior and exterior of the box, including the contents. Please place your order number in the subject line.
Product Quality Issues
Although we are simply distributors of products manufactured by other companies, we stand by our products. If you receive a faulty product (water in wax, discolored wax, etc), then it is our policy that that issue is reported to us within 14 days of receipt. Inspect all products immediately upon arrival to you. If you have a product quality issue, please take photos of the product and email them to us so we may resolve. Please include your order number in the subject line. All other product issues reported after 14 days will not be covered under our policy as all manufacturers also have their own deadlines when quality control issues must be reported on impacted batches.
Missing or Incorrect Products
We are human and sometimes make mistakes, but we will do our best to resolve orders as swiftly as possible. If your order is missing an item and/or you received the incorrect item, please report that to us within 3 days. When emailing, please include your order number in the email subject and we will look forward to assisting you. Our policy requires full photos of the interior/exterior of parcel plus the contents received. Our carriers do provide us with scanned in weights and we check against those weights to confirm that they match with ours. For quality assurance and accountability, we take a photo of each order right before packing your order to ensure the correct items are received. If all items can be verified through carrier scanned weight and pre-shipment photo, Porter Candle Supply is not responsible for these missing items once scanned by the carrier. A file must be claimed with the carrier for the items missing during transit.
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped.