FREQUENTLY ASKED QUESTIONS

Frequently asked questions

Orders & Customer Care

How do I cancel my order


Orders that have been marked shipped cannot be cancelled. Our website: If you had placed an order through our website, please contact us within 2 hours of purchasing through our contact page with your first and last name and order number. It will be canceled as soon as possible and a refund will be issued. Etsy buyer: If you had placed an order through Etsy, please contact us immeditately through Etsy or by email (britecandleco@gmail.com) with your first and last name and order number and it will be canceled as soon as possible and a refund will be issued. Amazon buyer: From the menu, tap Your Orders. Tap Cancel Item. To confirm cancellation, tap Cancel checked items




Where can I buy Brite Candle Co. products in my area?


Keep track of our local market events here We do not offer local pick up at this time. When we sell at craft shows there will be an option available at check out a week prior to select pick up at our booth.




Can I send my order as a gift?


At this time gift wrapping is not available.




What comes with my order?


We package our products with bubble wrap to secure for a safe travel, kraft paper, twine and a gift tag with a secret discount to use on your next purchase.




Is there sales tax?


Yes, in the state of Arizona the sales tax is subject to 5.6%




Do you offer returns & exchanges?


Please see our Shipping & Returns page




How do I make a change to my order?


Our website: To update your personal information on the order please contact us within 2 hours of placing the order by using our contact page. If the item has been shipped no changes can be made. If you want to change an item on an order please contact us within 2 hours and the item will be exchanged for another before shipping it out. If the order is marked shipped no changes can be made. Etsy buyer: To update your personal information on the order please contact us within 2 hours of placing the order on Etsy or by email (contact@britecandleco.shop). If the item has been shipped no changes can be made. To remove or add items to your order, you will need to cancel the order by contacting us on Etsy or by email with your full name and order number. The order will be canceled and you will be able to place an order with the corrected items Amazon buyer: To update your personal information on an order please contact us on Amazon or by email (contact@britecandleco.shop) within 2 hours of placing the order or cancel your order - From the menu, tap Your Orders. Tap Cancel Item. To confirm cancellation, tap Cancel checked items If you don't contact us within 2 hours of placing the order, the order will be shipped to the address provided and cannot be undone. Please make sure everything is correct before placing the order. No refunds will be issued.




Do you offer gift cards?


We now offer e-gift cards. E-gift cards are virtual gift cards that will be instantly sent to you by the method you chose (text, email, print). These are non-refundable.





Shipping

Will I receive my tracking information?


Once your order has shipped, you will receive an email with tracking information.




How long will it take for my order to arrive?


All orders are processed and shipped within 1-2 business days so please make sure all personal information provided is correct. Once shipped, continental domestic orders may take 2-5 days to arrive, depending on location. Tracking notification emails are sent as soon as the package ships. Ship time does not include in-house processing.




Do you ship internationally?


Yes we now offer international shipping





Candle Care

Why is my candel tunneling?


All of our wicks come pre-trimmed ready for you to light your candle. If you cut the wick before lighting for the first time the wick may now be too short and this can cause tunneling. To correct tunneling allow the candle to burn for awhile until a melt pool has formed across vessel.




Do you offer custom labels & packaging?


At this time we do not offer custom labels or packaging




Why do my jars have air bubbles or wet spots?


The wet spots that you see are not really wet spots. The spots are caused by shrinkage and air bubbles that occur as the wax is cooling inside the container. We use a plant based wax and air bubbles are very common with this type of wax. Luckily the air bubbles do not affect the performance of the candle.




Why is my candle mushrooming?


The ball that forms at the top of your wick is called mushrooming. If "mushrooming" occurs with your candle, we recommend trimming the carbon buildup off the wick between burnings this will help minimize it.




Why does my candle only burn to one side?


With our self-trimming wicks they like to flop to one side which only gives enough flame to one side of the candle. This does not affect the performance of the candle. If you let the candle burn for an hour the melt pool will form across the vessel. If you do not let the melt pool form across the vessel this can cause tunneling when you re-light the candle.




Why doesn't my wood wick stay lit?


In order for a wood wick to stay lit, keep the wood wick very short and trimmed often. If the wood wick extinguishes itself that means the wick is too long and needs to be trimmed. To trim a wood wick cut the wick with a wick cutter, scissors or burn the tip of the wick, extinguish, let cool and then break it off with your fingers.





Loyalty Program

How do I access my points?


Sign up or login to our members page and click the Rewards Icon on the left side of the screen to access your points and redeem them.




Can I redeem my points for free product?


At this time you cannot redeem your points for free product but you can redeem them for $ or % off your purchase.




Do I need an account to start earning points when I make a purchase?


Yes, you must be signed up and logged when you make a purchase to earn points for that purchase.




If I ordered from the past can I earn points from that purchase?


Only orders placed at the time of the loyalty program release (June 1st 2021) and newer will earn points.




I'm a member and the points I earned are not in my account.


If you made a purchase with your account and have not earned any points, please contact us with your order # and email address and after confirming you are a member we will add the points to your account.