Thank you for shopping at the CG Candle Collection! All orders are processed and shipped within 2–5 business days of purchase. Delays may occur due to restrictions related to the COVID pandemic. Once shipped, a tracking number will be issued via email (be sure to check your spam or junk mail if you do not receive the confirmation email in your inbox). Please allow between 2 and 3 business days for your tracking information to update after you receive your shipping confirmation. Please be advised that during restocks, new releases, and special promotions, our processing times may be delayed.
When placing your order, be sure to enter the full correct address, including apartment, suite, and unit numbers. We do not recommend using PO box shipping address due to shipping restrictions with our carrier (UPS). If you need to update your shipping address, email [email protected] immediately. If your order is shipped prior to your address being updated, it is your (the customer’s) responsibility to contact UPS to update your shipping address and or reroute the order package if needed.
Please be advised, if we are unable to validate your shipping address, your order may be cancelled and refunded to you.
If your package is returned to sender (us) for any reason, you will be issued a refund minus shipping costs.
We are not responsible for any customs fees, duties, and or taxes. Our shipping fee will be clearly articulated to you alongside the service and estimated transit time during checkout for your order.
If your order was shipped and is showing abnormal tracking updates (i.e. only the label was created), email us at [email protected] ith your order number so that we can assist with re-processing your shipment.
Missing, Wrong, Damaged Products
If you receive an incomplete order a wrong, please contact us immediately at [email protected]. Be sure to include your order number and a picture of everything you received inside your order package including the packing slip (with a handwritten number on it).
Delivery Issues (Lost or Stolen Packages)
If you receive notification that your order was delivered, however, you did not receive it; contact USPS Customer Support at (800) 275-8777 (domestic). You may also file a claim online for the missing order package here: https://www.usps.com/help/claims.htm. After submitting the claim, email your claim information to Customer Support at [email protected] so that we can assist further.