TERMS AND CONDITIONS
Welcome to www.wwillowcandlecompany.com. By using and shopping at our website, you agree to the following terms.
PROCESSING & SHIPPING TIMES
If an order is placed for an item that we have in stock, we will usually ship the order out within 1-2 business days. Items that must be made to order will take longer due to pouring and curing times. Our regular shipping method is USPS but our shipping partner offers several options that you can choose at checkout. If you need your order by a certain date, please include the date needed in the comments section during checkout. We cannot guarantee arrival date for any shipment, but we will always do our best to accommodate your needs.
SHIPPING RATES
For the contiguous 48 states, our shipping rate is based on the state where the order is being shipped. You can add items to the cart and select your state to see the shipping costs prior to proceeding to checkout. For our Hawaii and Alaska customers, please contact us for your shipping quote.
INTERNATIONAL ORDERS
If you are outside of the United States we are happy to ship items to you. Please contact us by email at management@wwillowcandlecompany.com. Please include the items you would like to order, the quantity, and your full address. We will contact you with an invoice for the total for your order.
COLORS & ACCURACY OF OUR LISTINGS
While we use very few dyes in our candles, and most are of a natural wax color (each affected by the type of fragrance oil used), actual dyed candle colors may vary and not be exactly the same as shown on your computer monitor. If color is an extremely important factor, you may send us a color swatch and we’ll do the best we can to achieve a match for you. We are happy to make custom dye orders but cannot always promise an exact match as all dyes are different, as are the ratios with each. We will evaluate our available colors and contact you with the closest options. Please include a valid email address and phone number with your swatch, along with any specifics notes you may have for your custom order.
TYPOGRAPHICAL ERRORS
In the event that a W. Willow Candle Company product is mistakenly listed at an incorrect price, W. Willow Candle Company reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. W. Willow Candle Company reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, W. Willow Candle Company shall issue a credit to your original form of payment in the amount of the incorrect price charged.
SHIPPING & RETURN POLICY
We have a NO RETURN, NO EXCHANGE POLICY. Please note that we are an online store and we offer the option to purchase samples prior to making a purchase of any of our fragrant products.
If you have any issues…
IMPORTANT: Please double check your addresses – especially shipping address – BEFORE placing your order. Once your order is placed it is very difficult for us to make any changes.
Please inspect your order carefully upon arrival and let us know within 7 days if any significant damage occurred in transit. Please provide images of the damages and email us at info@wwillowcandlecompany.com.
We strive to make our customers experience smooth and delightful, from the moment you place your order until you unbox your W. Willow Candle Company purchase. If it were possible to personally deliver each order to our customers we would do so. Once the package leaves our hands we unfortunately have little control over how the carrier cares for it on its way to you. We offer insurance up to $100 on each item mailed out. We also offer optional insurance (see info below) to make claims even smoother.
If you believe your package has been lost…
We are seeing an uptick in UPS and USPS carriers scanning in packages before they actually arrive at your door. Please allow 5 business days before contacting us, or SHIPSTATION, for a replacement to be sent.
If your order was shipped via UPS or USPS…..
In some instances, packages remain in “pre-shipment” for the term of its journey to you. This means the item may arrive at your door while tracking on the USPS interface is still pending. We have spoken to USPS staff personally and have been told, in the interest of moving packages along faster, some facilities forego scanning.
How can we personally assist with delayed shipments?
We are not able to view any more tracking information beyond what USPS & UPS communicate on their tracking interface. UPS has been more diligent in communicating when an item is delayed which we are grateful for.
Please note that our fulfillment center is located in Nashville, TN. Shipments to HI, AK and the APO/FPO can take anywhere from 2-6 weeks to arrive.
If you are concerned that your package may be lost, please email info@wwillowcandlecompany.com to troubleshoot. We will do our best to try to help you.
DOMESTIC SHIPPING
Orders that qualify for free ground shipping will be shipped via UPS Surepost. This means that UPS will pick up your package and deliver to your local post office. The USPS will be the carrier to deliver your package. Our fulfillment center is located in Edison, NJ 08817 so please take note of the time in shipment based on your shipping location.
If you have ordered multiple items and one of them is on pre-order, please note that your entire order will ship once the pre-ordered item is in stock which could be 2-3 weeks.
If you need express shipping, please email info@wwillowcandlecompany.com or text us at 615-650-3585.
Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed, however, if we are able to make updates on your behalf, please note that these changes will not be reflected in your shipping confirmation email.
Once shipped, an order’s tracking information is outside of our control, and as much as we’d like to be there, final delivery is out of our hands. We cannot replace missing or stolen packages. We offer SHIPSTATION package protection at checkout, so if you package is stolen, lost or damaged, you are fully insured.
You should receive a shipping notification with tracking information once your order leaves our fulfillment center.
We are excited to announce our partnership with CORSO package protection services. This allows our valued customers premium order protection, automated approvals and seamless claim resolution on lost, stolen and damaged packages. This service is automatically added to your order at checkout but can be manually declined.
We highly recommend this service upon checkout with the uptick in lost/stolen/damaged packages. By not selecting shipping protection, the W. Willow Candle Company is not responsible for lost, damaged or stolen items.
Best-in-class Insurance
Package Tracking
Seamless Claim Resolution
Automated Approvals
Refund or Replacement Options
Self-service claim processing
Have a claim? Simply click here > reorder.corso.com
TAXES
We will collect and remit sales tax for states as required by law. We do not impose sales tax on orders shipped to states that we do not have a nexus.
INTERNATIONAL SHIPPING
We are excited to announce our partnership with FlavorCloud International shipping program. You will be asked to choose your method of shipment upon checkout and pay the duties & fees for a seamless delivery. Our International Standard shipments are picked up from our fulfillment center every Thursday. If your order is Expedited, it will ship 24 hours after your order is placed. Tracking will be emailed to you once your order leaves our fulfillment center. If standard shipping is chosen, it can take up to 4 weeks for delivery with possible delays.
RETURNS + EXCHANGES
At the W. Willow Candle Company, all of our products are carefully inspected before they are shipped. Quality control is of great importance to us. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to us within 7 days of delivery.
You may return your unused product within 14 days of purchase. The buyer is responsible for shipping cost on all return items. We do not accept exchanges at this time.
TO INITIATE A RETURN
Within 14 days of your order, please send an email to info@wwillowcandlecompany.com with a return request, letting us know the reason for your return. Only damaged products qualify should we request the return be sent back to us.
Once your return is approved we will send you the return address and your Return Authorization number. *Please do not send your return to the return address on your shipping label.
Please be sure that your package is returned using the original packaged along with all packaging contents. Be sure that the candles are protected and packed securely so that they arrive in good condition.
The buyer is responsible for shipping costs on all returns, please save tracking information.
We do not accept exchanges at this time.
*We suggest trying a sample before buying a full size since there are no returns.
Please do not return your package to the return address on your shipping label. Contact us for return address information.
REFUNDS
Refunds will not be given for damaged or used merchandise.
DAMAGES
If there is damage to the package noticed during receipt of the order, please inspect the items with the carrier driver. Have the driver note the damage. Email us to let us know of the damaged products so we can get your replacements out to you. Keep the damaged items for at least five business days in case there is an inspection needed by the carrier.
PRIVACY
We will not share, lend, or sell any personal information about you — including your name, ISP, email address, address, phone number, purchase history or browsing history — to any third parties. We do store and review this information to help us improve this website’s layout, contents, and shop. We reserve the right to occasionally send emails to you that are compliant with Federal CAN-SPAM legislation, which may occasionally include promotional information.
OK, complicated legal language follows:
COPYRIGHTS
Please do not copy images or contents found at this website. The entire content included in this website, including but not limited to text, graphics, logos, button icons, and images is copyrighted as a collective work under United States and international copyright laws, and is the property of WAX Candle Company. The collective work includes works that are licensed to WAX Candle Company. Any use, including but not limited to the reproduction, distribution, display or transmission of the content of this website is strictly prohibited, unless authorized in writing by WAX Candle Company.
WARRANTY DISCLAIMER
This website and the materials and products on this website are provided “as is” and without warranties of any kind, whether express or implied. To the fullest extent permissible pursuant to applicable law, WAX Candle Company disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement. some states do not permit limitations or exclusions on warranties, so the above limitations may not apply to you.
LIMITATION OF LIABILITY
The W. Willow Candle Company, its officers, directors, employees, agents, licensors and suppliers, shall not be liable for any damages that result from the use of, or the inability to use, the materials on this website or the performance of the products, even if the W. Willow Candle Company has been advised of the possibility of such damages. certain state laws may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you, and you may have additional rights. Please make sure to watch the tutorial video about ‘Learning To Burn’ to avoid any hazardous conditions.
TERMINATION OF TERMS & CONDITIONS
These terms and conditions, or any part of them, may be terminated by WAX Candle Company without notice at any time, for any reason. The provisions relating to Copyrights, Trademark, Warranty Disclaimer, Limitation of Liability, Applicable Law and Indemnification, shall survive any termination.
NOTICE
WAX Candle Company may deliver notice to you by e-mail, a general notice on the website, or by other reliable method to the address you have provided to WAX Candle Company.
APPLICABLE LAW
This website is created, controlled and maintained by WAX Candle Company in the State of Arkansas. Accordingly, the laws of the State of Arkansas shall in all events govern any disputes relating to this website, including those relating to any transaction conducted hereon, and shall likewise govern the terms, conditions, disclaimers, policies and notices contained herein, all without giving effect to any conflict of laws principles. WAX Candle Company makes no representations as to the compliance of this website or its terms and conditions with any applicable law. If you choose to access this website from outside of the United States you do so at your own risk and are responsible for compliance with all applicable laws. You may not use this website in violation of United States export laws. By using this website, including by virtue of purchasing products hereon, you agree to submit to the jurisdiction of the State of Arkansas and agree that it shall serve as the sole and exclusive venue for any disputes relating to this website. Any claim or cause of action brought by you with respect to matters related to this website, including these terms and conditions, must be brought in a state or federal court located in the State of Arkansas and must be commenced no later than one year after the claim arises. If any provision of these terms and conditions is deemed to be void, unlawful or unenforceable for any reason, all other provisions contained herein shall remain in full force and effect. These terms and conditions constitute the entire agreement as to matters relating to this website.
INDEMNIFICATION
You agree to indemnify, defend, and hold harmless WAX Candle Company, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages and costs, including reasonable attorney’s fees, resulting from any violation of these terms and conditions or any activity related to you or any other person accessing this website.
OUR LEGAL CONTACT INFORMATION
W. Willow Candle Company
115 Two Valley Rd.
Hendersonville, TN 37075
management@wwillowcandlecompany.com
