Shipping
Order Processing and Shipping Information
Please make sure your shipping information is accurate when you check out. It's essential to know that once we begin processing an order, it's hard to make changes.
Our candles are made according to the time of your order. Therefore, depending on the style of candle you choose, it may take up to 4 working days to produce. Expect 4-12 working days delivery time. 1-4 day order process and processing times are not included, and weekends, holidays, or weather delays are not included.
International Shipping
Sending our products around the world has its challenges. The cost and delivery time for international orders are calculated based on the weight of your items when you check out. Just keep in mind that international orders might be subject to customs and duties charges, and we aren’t responsible for those. Candles can be pretty heavy, so that's why shipping can get pricey. USA, Canada, Australia including full shipping.But don't worry, we're always working to offer fair rates and the best experience possible.
Keeping You in the Loop
Once your order is on its way, we'll send you tracking info by email. This way, you can keep an eye on where your order is and when it's expected to arrive.
Fixing Shipping Mistakes
If you realize you made a mistake with your shipping address, reach out to us as soon as possible before we send you an email saying your order is on its way. If you've already received that email, we can't make changes. You can contact us at carmen@taoang.net or through our Contact Us form. Just be sure to include your full name, order number, and the correct shipping address so we can make the fix before shipping.
Returns to Sender
Packages that are sent back to us because of an incomplete or incorrect address will get a refund. We don't manually change addresses, so the one you give us during checkout is the one that goes on the shipping label. If you do need to change your address, we'll do our best to update it quickly, but we can't guarantee it won't already be in the works. So always double-check your order info before you finish up!
Dealing with Shipping Issues
If there's an issue with your shipment, like it's stuck somewhere, please contact the shipping carrier directly. They might need specific instructions on where to deliver your package.
Missing Packages
If you got an email saying your package was delivered, but you haven't received it, reach out to your local UPS or USPS Post Office. Sometimes, the email comes before the actual delivery, so give it a few extra business days.
Parcel Lockers and Held Packages
If you see that your package was delivered to a parcel locker or is being held for pickup, it means USPS is keeping it safe at your local post office. Get in touch with your local USPS office with your tracking number and let us know what they say.
My Order was Delivered but I Didn't Receive It—What Do I Do?
If your tracking details show your order has been delivered and you cannot locate it, we recommend waiting 48 hours following delivery confirmation before reporting the package as lost or stolen—some tracking displays a delivered status prior to arrival to the final destination.
If it has been more than 48 hours following the delivery confirmation:
Look for a notice of attempted delivery left by the carrier
Look around the delivery location for your package (on the porch, near the garage, behind bushes, etc.)
See if someone else in your household, or a neighbor, accepted the delivery
Verify the shipping address used by the carrier and on your order was correct
Some packages travel through multiple carriers, double-check your mailbox or wherever you normally receive mail
Delayed, Lost, or Stolen Packages
Once orders have been shipped out, they become the responsibility of the shipping carrier. We are not responsible for delayed deliveries, stolen packages, or any other issue that arise while the order is the hands of the shipping carrier.
Generally, the quickest way to locate an order that has been marked as delivered but has not yet arrived, is to contact your local post office. They will be able to reach out to the carrier to help locate your package.
If the carrier is unable to help locate your order, please contact us at carmen@taoang.net, and we will be happy to assist in making a claim. Claims for missing orders cannot typically be made until 15 days after estimated delivery. Once we have processed your claim, we will be happy to send a replacement or offer a refund.