FAQ / RETURN + EXCHANGES
WHAT ARE YOUR CANDLES MADE OF?
Rooftop Candle Co. Candles are made with all-natural soy wax ,braided cotton wick, and clean scented oils. Just wax, wick, and scent with no other additives or dyes.
WHERE ARE YOUR CANDLES MADE?
All of our candles are created, hand-poured, hand-packaged and shipped Detroit, Michigan.
DO YOU HAVE A STORE / STUDIO?
Right now, we are primarily offering our candles online. We are also stocked in physical locations all over the US, please see our retailer page to find a retailer near you.
HOW QUICKLY CAN I GET MY ORDER?
All items are made to order. Our processing times range from 5-7 days once the order is received for retail orders and 7-14 days for wholesale orders.
WHY SHOULD I TRIM THE WICK AND ONLY BURN YOUR CANDLES FOR 4 HOURS AT A TIME?
These are common instructions and good practices for any candle and are meany to prolong a candles burn time. A longer wick creates a larger flame causing the wax to burn to fast, which is unsafe. Allowing your candles to burn for no longer then 4 hours allows it to reach it's full melting pool. This will insure a clean burn the next time around.
DO YOU OFFER DISCOUNTS ON LARGE ORDERS?
Yes! For mroe information on bulk pricing and quantity price breaks, contact us at firstname.lastname@example.org Some examples of large orders were happy to accommodate are:
- Hotel, Spa or Salon
- Places of worship/Conferences
- Wedding Favors
WAIT...... YOU HAVEN'T ANSWERED MY QUESTION YET?
We are always here to help! Please feel free to email us at email@example.com and we can assist you further.
RETURN + EXCHANGES
*PLEASE NOTE DUE TO THE GLOBAL PANDEMIC WE ARE CURRENTLY NOT ACCEPTING ANY RETURNS OR EXCHANGES.
WHAT IS YOUR RETURN POLICY?
Due to the nature of our products USED, OPENED, BURNED/LIT WICKS CANDLES & PRODUCTS may NOT be returned. PLEASE NOTE ALL RETURNS/EXCHANGES ARE PROVIDED IN THE FORM OF STORE CREDIT ONLY.
- ROOFTOP CANDLE CO. DOES NOT provide pre-paid return labels; The Buyer will be responsible for covering the shipping cost to return items to us.
- All returned items must be unused and in its original packaging.
- Depending on the shipping method and carrier selected, your return package may take several days to get to us.
- Please allow 5-7 business days for us to process your return (minus shipping cost in the form of STORE CREDIT ONLY) once it is received by our Distribution Warehouse.
- Keep your proof of postage and ship your return along with a tracking number as we (ROOFTOP CANDLE CO.) are not liable for return packages that are lost or stolen in transit.
CAN I EXCHANGE AN ITEM?
Exchanges are completed and processed just like a return (shipping cost are non refundable purchaser will receive STORE CREDIT ONLY) Please refer to the information above. If you have any additional questions about the process email Rooftopcandle@gmail.com BEFORE INITIATING THE EXCHANGE
I RECEIVED MY ORDER, BUT MY ITEM IS DEFECTIVE OR INCORRECT. WHAT SHOULD I DO?
We know how frustrating this can be. Rest assured, we want to make every order perfect! Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email Rooftopcandle@gmail.com within 3 business days of delivery for assessment. Be sure to Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
PRODUCTS OF THE MONTH, CUSTOM ITEMS, BODY LOTION, BODY WASH (including purchased from our wholesale accounts) ITEMS PURCHASED FROM OUR RETAILERS, AND ON SALE items are final and cannot be returned.