FAQs
CANDLE CARE
What are best practices for burning my new candle?
Before burning, trim your wick to 1/4”. Make sure you can keep your candle lit for at least 3-4 hours to completely extend your melt pool. This avoids tunneling and will help your candle burn longer.
HOW LONG DO CANDLES BURN?
Burn time depends on the amount of wax, the vessel, and where and how the candle is burning. Typically, every ounce of wax gives 5-7 hours of burn time.
How do I repurpose MY VESSEL ONCE MY CANDLE CAN NO LONGER BURN?
The repurposing possibilities are endless. Our vessels can be used in the bathroom for storage, in the office as a pencil cup, as a planter, or even as another candle.
If you’re looking to continue the life of your candle and are local to the Kingston, NY area, you can participate in our refill program.
How do I clean my vessel so I can repurpose it?
You can either A) put the candle in the freezer overnight and the wax should easily pop out the next day, or B) run hot water into the candle to melt the remaining wax so you can scoop it out.
ORDERS
What’s the status of my order?
Please allow 2 - 5 business days for your order to be processed. You can view the status of your order using the link in your confirmation email.
Can I cancel or make changes to my order?
Our goal to process and ship your order as quickly as possible. If you need to make changes, contact us right away with your order number. While we cannot guarantee we can cancel or modify an order once it has been placed, we’ll try our best to accommodate.
Can I update my shipping address?
Our goal to process and ship your order as quickly as possible. If you need to make changes to your shipping address, contact us right away with your order number. If your order has already been shipped, we recommend reaching out to the shipping provider listed on your tracking email in order to ensure that your package arrives to the correct address.
How do I apply my discount code or gift card?
When you get to the checkout screen, enter your discount code or gift card number into the Gift card or discount code bar and click apply.
SHIPPING
Where do you ship?
Currently, we ship within the United States. We do not ship internationally.
How much is shipping?
We offer free shipping over $75 to the 48 contiguous states. Please know that free shipping only applies before taxes and after discount codes have been applied. For orders shipping to Alaska and Hawaii, we charge a $15.99 flat-rate fee. For orders below $70 shipping to the 48 contiguous states, we charge flat-rate shipping fees based on order value.
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
We typically ship within 2-5 business days from our studio in Kingston, NY. Once your package leaves us, you’ll receive a shipping confirmation email with a tracking number. Packages typically take 1-6 business days to reach their final destinations.
Can I expedite my order?
We do not offer expedited shipping at this time.
What happens if my package is lost or stolen?
We’re so sorry to hear that! Once your package leaves our warehouse, we are not liable if it is lost or stolen. If you have a package that was marked as delivered but you have not yet received it, we ask you to take the following steps:
If your tracking number shows that your package was delivered but you did not receive it, please allow 2-3 more days for delivery before contacting your carrier for more information.
Check with your neighbors, lobby attendant, or front office (if applicable) to see if the package was left there.
Reach out to your local carrier facility (we’ll either ship using USPS or UPS).
Please note, New Street Candle Co. is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.
RETURNS
What is your return policy?
Unused and unopened products in their original packaging may be returned within 30 days of receipt for a full refund minus the original shipping cost. Customers are responsible for any return shipping costs. Used, opened, and/or final sale items cannot be returned.
Please contact us within 30 days of receiving your order and we will initiate the return process. Once we receive the returned item(s), we will credit your original method of payment excluding non-refundable shipping costs as soon as possible. Please note refunds may take 2-3 weeks to process and show on your account due to varying processing times between payment providers.
We reserve the right to reject any returns that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted.
How should I report a missing/damaged item from my order?
Please report any damaged or missing items to newstreetcandleco@gmail.com within 7 days of delivery.
Do you offer exchanges?
We do not offer exchanges at this time.
How do I return or exchange a gift?
We’re sorry to hear the gift wasn’t a right fit! We offer store credit for gifts that were purchased from newstreetcandleoco.com with an official New Street Candle Co. order number. We are unable to offer store credit for items that were purchased from another retailer. To get started, please contact us with the order number.
What items are final sale?
All discounted items are final sale and not eligible for returns.