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FAQ

  • How do I reuse my candle jar?
    Follow these simple steps to reuse your candle jar. You'll also be helping the environment! 1. Once your candle has burned all the way down, pour hot water into the jar. 2. As the water cools, the remaining wax will float to the top. 3. Discard the remaining wax and wick. 4. Peel off the labels. To remove any remaining label glue, clean off with acetone (nail polish remover) or rubbing alcohol. 5. Wash the jar with warm water and dish soap. Or you can put it in the top rack of your dishwasher. Voila! You are now ready to use your jar for all sorts of things like jam, salsa, paper clips, coffee... you get the idea!
  • I don't have a credit card, can I still place an order?
    Yes! We accept manual payments via e-transfer. Follow the instructions during checkout. Please note that if payment is not received within 12 hours of placing your order, your order will be cancelled.
  • The item I want says "Pre-Order", what does that mean?
    If an item is available for pre-ordering, that means it's being produced! Once it's been made, it will be shipped. Usually this takes about 1-3 days.
  • How do subscriptions work?
    Subscribe to receive two or four 8 oz. candles shipped to your door every month. Fragrances are selected based on season. Orders will be shipped every month based approximately on the same day of your initial order (i.e. initial order Sep 26, next order ships Oct 26). If you have specific fragrances that you'd like to try, email us at info@13wickscandleco.ca with your choices before your next order goes out. You can check your order date by going to the "My Subscriptions" section of your account.
  • I ordered a Candle Bowl, when will it be ready?
    Since every candle bowl is made to order with the scent of your choice, please allow an extra 2 days to prepare before shipping. Note: When your bowl is done, simply wash out any remaining wax with soap and warm water. Repurpose the bowl by filling with a few decorative items.
  • Do you refill Candle Bowls?
    Yes! We refill candle bowls based on volume. We charge $1.50 per ounce (example: 10 oz. X 1.50 = $15.00). Please email us at info@13wickscandleco.ca to start the process. *Note that 13WICKS does not compensate for any shipping costs incurred in this transaction.
  • Do you have wholesale pricing?
    Please email us at info@13wickscandleco.ca for wholesale inquiries.
  • How do I suspend or cancel a subscription?
    Login to your account and click on My Subscriptions from the menu. Next to the subscription, select Suspend or Cancel. If you have any issues, please email us at info@13wickscandleco.ca with your request.
  • Do you offer free shipping?
    Yes! We offer free local delivery. This is based on your postal code. During checkout, enter your postal code and see if you qualify. As well, we offer free shipping on all orders over $150 (Canadian addresses only). For more details, visit this page.
  • How do I contact you if there is an issue with my order (i.e. delivery arrived damaged)?
    In the event that your order arrives damaged in any way, please email us as soon as possible at info@13wickscandleco.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
  • You don't deliver to my location, can I still place an order?
    Please email us at info@13wickscandleco.ca and let's see what we can do! Note that this method may incur additional shipping costs.
  • What is your return/exchange policy?
    We do not offer returns or exchanges at this time. In the event that your order arrives damaged in any way, please email us as soon as possible at info@13wickscandleco.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
  • I don't like the fragrance I ordered, can I get an exchange or refund?
    13WICKS Candle Co. does not offer returns or exchanges at this time. Everyone has different preferences when in comes to scents, as well as what it should smell like. If you don't like the scent, we encourage you to gift it to someone who might and try something else!
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