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. Your card will not be charged until your order has shipped.

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 Candleinfinity. 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 your order ships. An exception is when you have a special order or bulk order then your credit card will be charged at the time of the order.

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?

  • Candleinfinity is an online retailer, and we only sell Candleinfinity products wholesale. Please contact us if you are interested in selling Candleinfinity products if your interested in one of the other candle line then you will need to 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.