- Do I need to trim your wicks?
Yes, we suggest trimming wicks 1/4" after or before use for even burn. Sometimes our wicks can mushroom depending on fragrance.
Please keep in mind that before we send out each candle, we trim the wick for the first use.
- Broken Item in shipping
Less than 1% of our packages receive damage during transit. This is due to the high level of care in our packaging of your items. While our goal is to have zero damaged shipments, Breakage does happen time to time due to the nature of glass items & shipping . In the rare event that 1 or more of your items break; Good news. Your package has shipping insurance!! Please take a picture of your broken item inside the box with packaging and a picture of the shipping label on the outside of the box. Send us your pictures along with which of your items were damaged and we will send a replacement out to you within 3 business days or sooner. PLEASE USE CARE WHEN OPENING YOUR PACKAGE. A BROKEN GLASS CANDLE WILL BE SHARP AND COULD CAUSE INJURY.
- Frosting or wet spot on candle
During the fall and winter months - it is possible for some candles to develop a light flakey appearance. This is called "frosting" and is very common with candles made from soy wax. Some candles may also develop clear "wet spots" due to the colder temperatures during shipping, frosting may occur. This will not effect the candle burn or scent throw of your candle. We do not issue refunds for this as this is a normal trait of soy candles.
- Wrong Shipping Address
It is your responsibility to make sure you enter the shipping address correctly. Please double check your addresses to make sure they are correct. Especially if you are sending these as a gift. Unfortunately, we cannot be held responsible if you incorrectly enter the wrong shipping address. We have absolutely no way of knowing if a shipping address is correct or incorrect. If an item cannot be delivered and is returned to me, it is your responsibility to pay for the item to be re-shipped. If you happen to catch that the shipping address is wrong BEFORE the item ships, please send me a message and I'm more than happy to enter the correct shipping address for you. Thank you for your understanding!
- How do you ship your items?
All of River Birch Candle items are shipped USPS 1-4 days Priority mail unless otherwise selected. We have found that is the least expensive way to ship candles as they are so heavy.
- What ingredients do you use to make your candles?
All of my candles are made out of only the finest ingredients. We use 100% pure soy wax, GMO-free and all grown in the USA. 100% cotton wicks and phthalate free fragrance oils. I do not add any chemicals to my candle wax to make them "throw" a stronger scent.
- Summer Time Shipping
Due to the fact that candle wax can melt, please be sure in the hot summer months to have someone there to receive your packages when delivered or have them held at the Post Office for pick up.
- Any issue with your order?
Please send us a message and we will work with you to solve your issue.