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Frequently Asked Questions

Orders & Order Problems

How to track my order?

You can find a link to your tracking info within your order confirmation email and your shipping confirmation email.

Clicking “Track Order” from your email will take you to your order confirmation page where you’ll see your tracking number and the current status of your order: confirmed, shipped, out for delivery, or delivered.

You can also click on your tracking number for more specific information about your order from the shipping carrier.

My candle arrived broken. What should I do?

Oh no, we're really sorry to hear that your candle arrived broken!

Could you please let us know which candle(s) in your order got damaged and snap a quick picture of the broken one?

Send it to our customer service team referencing your order number. We'll rush process a replacement to you right away.

We're here to make sure you're happy with your purchase!

Why doesn't my tracking information update?

Tracking statuses may not update immediately due to various factors, such as delays in carrier scanning or data synchronization.

This typically means that your package has been picked up by USPS and is in transit but hasn't been formally scanned into their system yet.

It's important to note that in the majority of cases with idle tracking information, the package does arrive on time or with only a slight delay. However, if your order is more than 5 days past the expected arrival time, please don't hesitate to contact our customer service team, and we will promptly provide free replacements through rush processing.

How can I change the shipping address of my order?

If you have not yet received a shipping confirmation, please contact customer service to request an immediate address change.

If you already received a shipping confirmation incl. tracking number, your order is already with USPS and will ship to the address provided.

Can I still cancel my order?

Yes, if you have not yet received a shipping confirmation email. If that's the case, contact customer service to request an immediate cancelation.

No, if you already received a shipping confirmation email incl. tracking number. At that point, the order is already with USPS and will arrive within 2-3 business days.

My tracking number says delivered, but I can’t find my order. What should I do?

If your tracking number shows that your order has been marked as delivered, but you can't seem to locate it, don't worry!

In virtually all these instances, the package ended up with a neighbor. We recommend checking with your neighbors to see if they may have accidentally received it on your behalf.

If you still can't locate it, reach out to us, and we'll help you investigate further.


How soon will my order ship?

We move fast! Your order will be on its way within 24 hours, Monday through Friday.

We ship all candles from our warehouse in Southern California and use USPS 2nd Day Priority to make sure your order gets to you quickly!

When will my order arrive?

Your order will be dispatched within 24 hours via USPS 2nd Day Priority Mail Service.

Once your order is in transit, you can expect your candles to reach their destination in as little as 2 business days for over two-thirds of US addresses. For the remaining addresses, the delivery timeline extends slightly to 3 business days.

To get a precise idea of your shipping times, take a peek at the handy map below.

Either way, your cozy ambiance is just a short wait away!

What countries do you ship to?

We ship to addresses in the USA, Canada, Australia, Great Britain and Germany.

What payment methods does Candlefy accept?

We offer a wide variety of payment options.

Of course, we accept all major credit cards, incl. Visa Card, Master Card, Discover Card, America Express and JCB. 

Additionally, we offer payment via PayPal, Amazon Pay, Shop Pay, Venmo, Google Pay and Meta Pay.

Do you offer free shipping?

Yes, we do offer free shipping on all orders!

Do you offer Express Overnight shipping options?

At present, we do not provide any Express shipping options.

Nevertheless, our default shipping selection is USPS Priority 2nd Day, a service that promises delivery within 2 days to over two-thirds of US households and within 3 days to all other addresses.

Returns, Replacements and Refunds

What is your return policy?

We take great pride and don't spare any expense in order to deliver ultra-premium quality candles. However, we do understand that scent preferences are very subjective.

That's why we offer a 60-day return window for any unused candles.

How to return a candle?

It's simple. To initiate a return, please send your candle(s) to: Candlefy Returns, 5310 Derry Ave, Suite S, Agoura Hills, CA. Your refund will be issued within 3-5 business days after your candles have arrived.

How soon will my refund appear?

Please allow 3 to 5 business days from the time your return is delivered to our warehouse for us to process a return.

Please note that once we refund your original form of payment, this credit may take up to 4 business days to appear on your bank statement, depending on the bank.


How can I purchase Candlefy candles for wholesale?

You can purchase our candles wholesale through Faire (Faire operates much like an Etsy for retailers).

You can try our products in your store risk-free with "Buy now, pay 60 days later" option and the added benefit of free returns on your initial order.

To get started, simply join us here: Candlefy X Faire

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