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Customer Service

Customer Service

Frequently Asked Questions

Shipping

Candleinfinity offers free shipping on all domestic orders of $69 or more. However, this excludes Alaska, Hawaii, and Puerto Rico.

Orders that are placed by noon Monday through Friday typically ship the same day. Exceptions would be during our peak holiday season. You can expect to receive your order within 2-7 business days if your items are in stock. You will receive a tracking confirmation email with a tracking number so you be able to track your package.

If a product is out of stock, we will hold your order until all items are ready to ship. Candleinfinity will notify you if an item is out of stock and we will give you an estimated delivery time (typically 5-10 days for us to receive the items back in stock).

Summertime Shipments and Extreme Heat

Candles can melt in very hot climate. To insure your candles arrive in excellent condition, we do not ship on Thursday and Friday. We do not want your candles sitting over a weekend in a hot warehouse during the transit process.

If you should receive melted candles, please contact us at 888-878-0036 as soon as possible (within 7 days of receipt).

International Shipping

Candle Infinity does not ship outside of the United States at this time.

Return Policy

Candle Infinity will exchange or refund your money within 15 days of the date the order was placed. Unfortunately, we do not accept returns or exchanges older than 15 days. We will only accept the return if it has been unopened and unused. If the product has a plastic wrap and the wrap is opened, then the product is considered “opened”. Please notify us prior to returning or exchanging by calling us at 888-878-0036 or use our online customer service form to receive a Return Authorization.

The Return/Exchange is the responsibility of the purchaser. For an exchange of products an additional shipping cost will be charged to re-ship the new merchandise. Please carefully repack the merchandise to be returned or exchanged in the original packaging. Once we receive your return, we will inspect the products that we originally shipped to you, to verify that it is in excellent condition and can be resold. If you qualify for a refund, it will be issued to the same method of payment that was used to make the purchase.
If the products are returned according to Candle infinity’s Return Policy, we will issue a refund for the cost of the products less any discount given, less 20% restocking fee, and less the actual shipping cost that occurred to Candle Infinity to ship your order to you.

If the product does not meet our return policy, you will be contacted via email and no refund will be issued. Customers must send a prepaid UPS or Fed Ex call tag within 5 days to have products that were ineligible to be returned, or products will be discarded.

Please allow up to 14 days for us to receive and process your refund. We will contact you via email to inform you regarding your refund.

Please note: Burned candles cannot be returned for any reason. All bath and body products cannot be returned for any reason due to health concerns. Once a seal is broken on any product it may not be returned for any reason.

Exchanges

To exchange any item(s), please call us toll free 888-878-0036. Items may be exchanged only with prior authorization. The exchange shipping fee is the responsibility of the purchaser. Exchanges will be shipped to the customer at our shipping rates determined by weight. Exchanges must be received within 15 days of the original packaging, in resale condition.

Refused/Undeliverable Shipments

If an order has been placed with us and shipping address was provided, and a delivery was refused or undeliverable, the order will be treated as an unauthorized return and will be subject to our return policy.

Privacy Policy

Your privacy is very important to us. Candleinfinity does not share any personal information to Third Parties. The information we receive is for our use only.

The following information is collected from our customers:

  • Name
  • Shipping/Billing Address
  • Email address
  • Phone Number
  • Credit Card Information

Terms and Conditions

Copyright and Trademark Notice

  • Unless otherwise specified, all materials appearing on this website, including text, site design, logos, graphics, icons, images, as well as the design assembly and arrangement, are the sole property of Candleinfinity, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping or placing an order on this site and for no other purpose. No materials from this website may be copied, reproduced, modified, republished, distributed, etc. in any form or by any means without prior written approval from Candleinfinity. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

Frequently Asked Questions

What payment methods do you accept?

  • Candleinfinity accepts only Visa, MasterCard, American Express, Discover, PayPal, and Electronic Candleinfinity Gift Certificates.
    For security purposes, the billing address you provide must match the billing address your credit card company uses for payment. Without, the correct billing information, we will be unable to obtain bank authorization for your purchase and your order will be cancelled. This process helps prevent credit card fraud. Please note the shipping address does not have to match the billing address and can be shipped to an address of your choosing.

How can I contact you?

  • Please call us toll free at 888-878-0036.

What are your hours of operation?

  • Our hours are Monday through Friday from 9am-5pm.

Will I be charged sales tax?

  • Sales tax will only be charged in Texas.

Does shipping time include weekends?

  • Weekends are not included in the shipping estimates.

What if I ordered an item(s) out of stock?

  • If a product is out of stock, we will hold your order until all items are ready to ship. Candleinfinity will notify you if an item is out of stock via email and we will give you an estimated delivery time (typically 5-10 days for us to receive the items back in stock). We will keep you informed of any products that you have ordered that are out of stock and unavailable for immediate shipment.

Do you do special or bulk orders?

  • Yes we do, please call us toll free at 888-878-0036 and we will be glad to assist you. Special/bulk orders may not be returned, exchanged, and will be charged when the order is placed.

How do I report damaged or missing items?

  • Orders must be reported within 7 days of receipt of damaged products. Please contact us toll free at 888-878-0036 or use our online customer service form. A photo of the damaged item may be required for a replacement or credit.

How do I receive promotions and sales/discounts?

  • Please check out our website regularly for sales and promotions.  We offer promotions and coupons from time to time to our email subscribed customers.  Also follow us on our social media pages Facebook and Twitter. Please note our promotions and coupon codes are subject to change at any time and for any reason. All discount codes, promotions and sales are subject to the final approval of Candle Infinity. We reserve the right to cancel a promotional offer or coupon code at any time including, but not limited to the following: out of stock items, discontinued items, vendor issues arising with a product, etc.  If you fail to enter a qualifying coupon code during your check out process and later notify us after your shipment has been shipped which included a promotional item with a coupon code, you will be charged an additional shipping fee for these item(s).  We do not accept request for promotional items after 3 days from your order date.

Can I use more than one promotional/discount code?

  • If you qualify for multiple promotions, only one will be accepted. You have the choice of which promotion or discount code you would prefer to use. If you choose to return any promotional product you will need to follow Candleinfinity Return Policy and you as the customer will also be responsible to return these item(s) at your own cost.

How do I cancel my order?

  • You must cancel your order prior to shipping. Please call us toll free at 888-878-0036 to your order.

Do you ship to PO Boxes or to an APO/FPO?

  • Unfortunately we do not at this time.

Is my order secure?

  • Yes, Candleinfinity is committed to your privacy and security of your personal information. We use SSL (Secure Sockets Layer) to encrypt all personal data to and from our website.

When will my credit card be charged?

  • Your credit card will be charged at the time of your order. If a product is out of stock, we will hold your order until all items are ready to ship. Candleinfinity will notify you if an item is out of stock via email and we will give you an estimated delivery time (typically 5-10 days for us to receive the items back in stock). Please note: Once a special order or bulk order is placed, your credit card will be charged and there will be no refund issued for cancelations, changes, etc.

When will the credit appear on my card?

  • If you are returning products, and you have qualified under our return policy, a refund will be applied to your card within 2 business days of receipt of the returned products. However, it can take up to 5 or more business days (depending on your credit card company) before a credit will appear on your statement.

Can I make changes to my order?

  • Candleinfinity will process orders when received. To make a change prior to shipping, please call us toll free at 888-878-0036 as soon as possible. We will make every effort to accommodate changes to orders. We cannot make any changes once your order has been shipped.

How can I check the status of my order?

  • To check on the status of your order, go to “My Account” and the shipping status will be displayed under “Track Orders”.

Do you sell wholesale?

  • No, Candleinfinity is an online retailer, and we do not sell wholesale. Please contact the appropriate manufacturer directly as we do not have that information.

Do you have a catalog?

  • We do not currently offer a catalog.

Do you offer gift wrapping?

  • Yes, Candleinfinity does offer gift wrapping at an additional charge. We do offer to include a personalized note in your package at no additional charge (with or without gift wrapping). Simple write a message in the “Gift Note” box on the checkout page.

Do you offer gift certificates?

  • Yes, Candleinfinity does offer electronic gift certificates in the amounts of $25, $50, and $100.