Our dear customers:
Effective June 5, Florida entered Phase Two of Governor DeSantis' Safe. Smart, Step-by-Step Plan for Florida's Recovery.which allows retail establishments to operate at full capacity with responsible social distancing and sanitization protocols.
As a manufacturer, we have been permitted by the government to reopen our business and resume production! In order to ensure the safety of our employees and community, we will be working in staggered shifts, wearing face masks, and all surfaces will be regularly disinfected.
If you have any questions at all, feel free to contact us here or email us at firstname.lastname@example.org. Our customer service team is still working remotely, so please email if you'd like to get in touch with someone.
Thank you so much for your patience and understanding as we navigate these uncharted waters together as a community. Wishing you safety and wellness!
The Candle And Incense Shop
Some Frequently Asked Questions (FAQs) Answered:
When will my order ship?
Please expect 1week for order delivery. If you placed an order before June 5th, expect your order to ship by June 8th if not earlier. Thank you so much for your patience!
How long will the shipping take?
We use USPS and UPS, who are both experiencing heavy levels of packages arriving at their facilities each day. The standard transit time for USPS is 1 to 3 business days, but they are currently experiencing delays of about 2 to 5 additional business days. The standard lead time for UPS is 1 to 5 business days. They are not experiencing any delays, but they have suspended their delivery day “service guarantee” until further notice.
What are you doing to ensure that my package is safe?
During the handling of your order, we ensure that we follow aseptic techniques like disinfecting surfaces and washing hands, as well as wearing gloves and masks. Furthermore, the U.S. Center for Disease Control (CDC) and the World Health Organization stated the chances of COVID-19 contaminating cardboard packages are low.
Can I cancel my order/get a refund?
Yes! We understand that circumstances can change. If you have not received tracking information, please reach out to email@example.com for a refund. Refunds will take 3 to 10 business days to process.
I got the wrong scent in my order - what do I do?
We are so sorry about this! Please reach out to firstname.lastname@example.org so we can facilitate getting you the correct items. Please note, some items may be out of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.
Are you shipping wholesale orders?
Yes, We’ve resumed wholesale production! Please reach out to email@example.com for more information.
Are you shipping custom/wedding orders?
Yes! Please reach out to firstname.lastname@example.org for more information on custom orders.