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Customer Satisfaction

At Osage Candle Factory, we stand behind the quality of our product and we will make things right if you are not satisfied with your purchase. Our shipments are carefully inspected before leaving our warehouse, but in the event you are not satisfied with your purchase simply follow the instructions below. We will provide you with a full refund for returns submitted within 30 days of shipping date of the order. Requests made later than 30 days will not be honored. You must pay the cost of shipping the item back to us. Include a copy of your receipt for the shipping and we will issue a credit to your credit card or we will mail you a check if you paid by check. Items that have been used and not in original packaging will not be credited.

Our candles are hand poured, handmade candles. For this reason, slight aesthetic imperfections occasionally exist in the candles. Also, due to the high concentration of scented oils in the candles, droplets of oil may collect on the candle or between the wax and the glass jar. This is normal. We will not refund or exchange candles for aesthetic or cosmetic imperfections.

 

Returns

You may return any item purchased on our Web site either by mail or in person at Osage Candle Factory. Pending inspection, a refund or credit will be issued to you for the value of the item including taxes. Shipping fees are non-refundable. If you wish to return merchandise shipped via UPS, please call us at 800-345-7670 for shipping instructions.

For your own protection, insure the return shipment.

All items for return or exchange must be returned within 30 days of your receipt of the item. Items returned after 30 days require special care and attention. If you initiate a return within 30 days, but we did not receive it until sometime after, we will process the return or send the item back to you at our discretion.

 

Frequently Asked Questions:

 

 1. How do you use my information?

The information we receive allows us to tailor our product offers and improve your shopping experience, making shopping easier and more enjoyable. It also enables us to process your purchases, confirm your orders, customize the content and layout of our pages, notify you about updates to our websites and products, and provide you with marketing information. We periodically send you email about new products and services, discounts, special promotions or upcoming events. If you do not wish to receive such emails in the future, please send us an e-mail to remove your name. Please note: In order to process your purchases we may send you a confirmation email or we may contact you by mail or telephone if we have questions about your order

 2. How long will it take to receive my order?

Our standard process is to ship orders within 2-3 business days after receiving your order. "Business days" are Monday through Friday excluding holidays and days which UPS doesn't pick up As an example, if you place an order by 5:00 p.m. central time on Tuesday, we will generally ship the order by Thursday (2 business days). For orders within the continental U.S., the UPS "in-transit" time is generally 3-6 business days from the date the order ships (not the date you place the order). Also, during the holiday season (especially October, November and December) the turn-around time on our orders stretches out to 1-2 weeks, so we are not always able to meet our 2 business day target during those times. We strive to carry plenty of stock so that we can ship your candles to you as quickly as possible. On occasion we don't have all of the items in stock you may have ordered. Normally in this situation we will ship as much of your order as possible, and backorder or cancel the remaining items. In which case we sill let you know before we do anything and wait for your approval During the holiday season, we will ship all items that we have in stock, so that an otherwise shippable order will not be delayed by more than a week waiting for "regular" items we normally carry in stock.

 3. What if my shipment is damaged?

If damage occurred during shipping, please notify us immediately and keep all original packaging for UPS inspection. This includes all stamps and markings of "Damaged in transit" applied by the shipping carrier. All damage claims must be made within 7 days of original receipt.

 4. What if my shipment doesn't arrive when it should?

Packages sometimes get lost in the mails. Please verify that all address information provided with the original order is correct. It can take several weeks for UPS and the Postal Service to correct invalid addresses. UPS packages are trackable using the tracking number provided in the shipping confirmation e-mail. All lost package claims must be made within 20 days shipping. Claims initiated beyond the 20-day limit may not be honored.

If for some reason, UPS is unable to deliver a package due to an incomplete or incorrect address as entered on your original order and charges us an address correction fee of $5.00 we will charge this to your credit card on file after notifying you of our intention to do so. If they return it to us, we will contact you for an alternate or corrected address. These orders will be subject to a reshipment charge to cover postage costs.

 5. Do Osage Candle Factory Candles have lead in their wicks?

No. Although there have been some well publicized reports on the use of lead in scented candles, NO LEAD HAS EVER BEEN USED in Osage Candle Factory Candles. All ingredients in Osage Candle Factory Candles are natural and non-toxic. No toxic gasses are given off while burning Osage Candle Factory Candles, either in fact all candles when burned only emit water vapor, and carbon dioxide the same things that you exhale when you breath out.

 6. Why are Osage Candle Factory Candles so fragrant and aromatic?

The fragrance of a scented candle comes from scented oil that is mixed with the candle's wax. The more oil used in a candle, the stronger its scent. However, since the scented oil is the most expensive ingredient of the candle, some candle makers, tend to skimp on the amount of scented oil they use. However we at Osage Candle Factory, realize that the fragrance is the most important part of the candle. Therefore we use as much fragrant oil as the wax will hold.

 7. When do you charge my credit card for an order?

Your credit card is charged as we pack your order, the day the order actually ships with UPS. In the case of custom orders your credit card is charged when the custom order is placed with the factory. If we are out of any items, we will advise you as such via email. To cut down on shipping costs, we will generally hold the entire order until all of the items are available to ship, which will usually be within 10 business days of receiving your order.

 8. How does the order process work?

Our shopping and order process is simple and straightforward. As you browse through our candle and accessories catalog, you can add items to your shopping cart by clicking the "add to cart" button next to your item. You can check and adjust the contents of your cart at any time by clicking the "view cart" links. You'll then be given the opportunity to make any final adjustments to your shopping cart before you start the process of placing your order. When you've added the last item to your shopping cart, click on the "secure check out" link.

It is only after switching over to our secure server that you enter any personal information such as name, address, phone number, email address, and credit card number. To begin placing the order, we need to know the state you are ordering from (for sales tax purposes), your 5-digit zip code for real-time computation of UPS shipping rates Once you've filled out the order form completely, you then submit your order. You will immediately be emailed a confirmation message after your order has been received.

Once we receive your order, we will verify that we have all of the items you have ordered in stock. Assuming that we have the items in stock, we will then pull and wrap the candles, package your order, bill your credit card for the amount of your order, and ship it, you will receive a separate email message from ups when your order ships.

 9. What methods of payment do you accept?

We accept Visa, MasterCard, and American Express as payment methods. We employ the latest encryption technology in e-commerce.

We also accept payment via check or money order. These orders do not ship until payment has been received. Additional details include payment remittance address are on the mail order form generated at checkout.

All prices on our site are in U.S. Dollars.

 10. Can I use points earned in your store for purchases on-line?

The two points systems cannot be combined. They are based on unique points systems, so points accumulated on-line are not redeemable in the store, and points accumlated on purchases made while in our store cannot be redeemed on-line. Also, points on-line are not accumulated in conjunction with any other special offer or sales items or promotions. For example, during our frequent free shipping offers, you won't be earning points on those orders.

11. Are credit card transactions safe?

Many consumers are uncomfortable giving out their credit card numbers to Internet retailers. However, with companies such as osagecandle.com that take proper security measures, using a credit card over the Internet can be much safer than using it at your local store or over the phone.

Osagecandles.com's Secure Checkout uses state-of-the-art technology to make sure that your Internet transaction is as safe as possible. With SSL (Secure Socket Layer) protocol, your credit card number is encrypted ("scrambled") during transmission using public key encryption technology. This means that anyone trying to intercept the message will be unable to crack the code.

It is important to note, however, that there are a few browsers that do not support SSL protocol. If you have one of these browsers you may be able to contact the software provider for an upgrade or simply download the latest browser from their website. If this option is not available to you, you may still order online through our standard checkout without the SSL protocol. Of course if you feel more comfortable not ordering on-line in any case, you can place your order by phone. Simply choose "check" for your payment method, fill out the order form, print it and call our 800 number listed on each of our pages at the bottom.

12. Does your web site use cookies?

Yes. Our shopping cart program needs to use cookies to remember the merchandise you have in your shopping cart. We also track the link that you followed to our site, typically from a search engine or an affiliate. This allows us to better determine the effectiveness of our search engine listings and promotions. We are not looking for where YOU as a customer came from, but are looking for trends for how people locate our site. This allows us to better direct our marketing efforts. This information is not released to any outside agencies.

13. Do you accept phone orders?

If you feel more comfortable not ordering on-line in any case, you can place your order by phone. Simply call 800 354-7670.

 

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