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Our preferred method of taking your order is for you to use our online shopping system. We also accept Credit Card orders via phone. To phone in your order, call 1-724-337-0600 Monday-Friday between the hours of 9am and 5pm eastern time.
All prices shown on this site do not include shipping. Shipping charges are calculated directly from Fedex or the U.S.P.S. when you check out. Shipping charges are based on the actual weight of your order plus $1.00.
Ordering: Preparation time to process an order is 1-10 business days, except during holidays (from Sept. to Dec.) when preparation may take up to 14 business days. Orders are NOT refundable once the order is placed and production has been started on the order. Failure to accept the completed order or refusal of such constitutes a breach of contract whether verbal or written. It is strongly advised that you be certain of your order before placing it. There are no acceptions to this policy.
Shipping: We ship via the U.S.P.S. unless requested otherwise. Standard shipping time is between 1-5 business days within the US. Cost is determined by weight. Selecting 1st or 2nd day air will only reduce the time in transit. This will not decrease the order preparation time. A rush fee of $35.00 non-peak season, and $50.00 peak season (Oct 1 - Jan 1) is offered to speed your order through our warehouse.
International Shipping: We no longer ship outside of the continental United States.
Payment Terms: We accept American Express, Visa, and MasterCard as methods of payment. Full payment by credit card must accompany your order.
Orders may be mailed to: CandleRock, 925 4th Ave, New Kensington, PA 15068
Claims: How claims are handled is dependent on whether your merchandise is (1) lost in transit (2) damaged in transit (3) missing from your order (4) defective or (5) wrong merchandise sent.
1) Lost in Transit - Contact CandleRock and a tracer will be sent on your shipment.
2) Damaged in Transit - File a claim with the carrier (most carriers require a waiting period before they will accept a claim, please check with the carrier).
3) Missing from Order - Upon receipt of your order, if you find it to be incomplete, check the invoice to see if the item was backordered. If it wasn't, contact CandleRock immediately and we will look into your problem.
4) Defective - Contact CandleRock for an RMA and we will have you return the item (we will reimburse you for any shipping cost). We will replace the item upon receipt of the defect item or credit your account whichever you desire.
5) Wrong Merchandise Sent - Contact CandleRock for an RMA and we will have you return the item (we will reimburse you for any shipping cost). We will quickly ship you the correct item upon receipt of the wrong item.
Return of Merchandise: CandleRock will accept return merchandise less a 20% restocking fee if we are notified within 15 days of receipt of the order and the merchandise is unused. Any defective merchandise or errors on the part of CandleRock will be replaced or credited without any handling charges. In the event you need to return an item to us, contact CandleRock for a Return Merchandise Authorization(RMA) number. The 20% restocking fee will be deducted directly from the credit, this charge is doubled (40%) for any returns which do not have a RMA number. Shipping charges are not refundable and are not included in the credit. LIQUID PRODUCTS MAY NOT BE RETURNED FOR CREDIT OR REPLACEMENT.
Price Changes: Due to cost fluctuations beyond our control, all prices are subject to change WITHOUT NOTICE. We also reserve the right to make changes to our policies without notice. However we will make every effort to inform you of any changes in pricing or policy. |
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