ORDERING & SHIPPING

Q: How long until my order ships?
A: Most orders ship within 5-7 business days. Decorative candles are made-to-order, so please allow up to 7 business days for creation and shipping.

Q: Do you offer free shipping?
A: Yes! Free shipping on all orders $75+. Standard shipping is $7.99.

Q: Can I pick up locally?
A: Absolutely! We offer free local pickup in Grand Island, NY. Select "Local Pickup" at checkout.

Q: Do you ship outside New York?
A: Yes, we ship anywhere in the continental United States.

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PRODUCTS

Q: What wax do you use?
A: We use 100% premium soy wax—clean burning, eco-friendly, and made in the USA.

Q: How long do your candles burn?
A: Decorative candles: 15-20 hours. Hand-poured 8oz candles: 40-45 hours. Wickless candles: Melt time varies by warmer.

Q: Can I choose my scent?
A: Yes! Most candles offer multiple scent options at checkout. Select your favorite from the dropdown menu.

Q: Are your candles safe to burn?
A: Absolutely. All our candles use lead-free cotton wicks and premium fragrance oils. Follow standard candle safety guidelines.

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CUSTOM ORDERS

Q: Do you do custom orders?
A: Yes! We love creating custom candles for weddings, events, corporate gifts, and special occasions. Email us at [your email] to discuss your vision.

Q: What's the minimum for custom orders?
A: Minimum order is 12 pieces for most custom designs. Lead time is typically 3-4 weeks.

Q: Can you match my wedding colors?
A: Yes! We can create custom colors and scents to match your event theme.

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CARE & SAFETY

Q: How do I get the best burn from my candle?
A: Trim wick to 1/4" before each burn. Burn for 2-3 hours on first use to create an even melt pool. Never burn for more than 4 hours at a time.

Q: Can I burn decorative candles?
A: Yes! They're functional candles. But we totally understand if you want to display them as art pieces instead.

Q: My candle is tunneling. What do I do?
A: This happens if the first burn was too short. Try burning for 3-4 hours to melt the wax to the edge. Prevention: Always burn 2-3 hours minimum on first use.

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RETURNS & EXCHANGES

Q: What's your return policy?
A: We want you to love your candle! If there's an issue, contact us within 7 days of delivery. We'll make it right with a replacement or refund.

Q: Can I exchange a scent?
A: Unused candles can be exchanged within 14 days. Customer pays return shipping.

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STILL HAVE QUESTIONS?

Contact us anytime at Havenpointcandleco@gmail.com or through our contact page. We typically respond within 24 hours.