FAQ

Can the candle vessels be reused?

Heck yes! They can also be repurposed in tons of different ways. For some ideas, check out our Reduce, Reuse, Recycle section! Unfortunately due to insurance purposes we are unable to reuse the jars after they candle has been burned but check out our "Upcycle" Highlight Reel on Instagram to learn about fun ways to repurpose the jars.

Do you offer refills?
Sure do! Refills can be purchased on our website (not in summer months) for our 7 oz. and 9 oz. jars. You can also pick up select scents from Desert Refillery in Uptown Phoenix! Be sure to read the instructions on the box before inserting the refill or read up on them here!

Do you do custom orders?
Absolutely. We can do custom labels and fragrances for your special event, client gifts, or any other needs you may have. Just send us an email or inquiry with the occasion, timeline, and what you're looking for and we'll work with you to get an order together. Pricing is dependent on the quantity, materials used, and shipping.

What fragrances do you have available? 
We have over 50 scents to choose from when picking candles, melts and car fresheners! Check out our list of fragrance oils which includes the type/style and a mini description of each FO! All of our fragrances are PHTHALATE FREE. 

I noticed one of my favorite scents is out of season. Can I still buy it? 
Yep! Out of season scents can be purchased on our website in either small or large jars or small tins. Check out our other customizable products here!

Can I get a sample of a scent before I buy a candle?
We don't currently offer free samples but we do carry Tealight Sample Packs! Each pack comes with four (4) .25 ounce tealights that are perfect for sniffing. Packs come in a variety of scent types such as fruity, floral, herbal as well as by collection (Crass, Apothecary, Holiday, etc.). Sample Packs are $10.

I want multiple candles. Can you just choose for me?
Check out our "Surprise Me" Box 'o' Candles! It's perfect for anyone wanting to purchase multiple candles at a discounted rate. You'll receive a curated selection of three hand-picked candles! You can buy a 3-pack of small jars, large jars, or tins or one of each!

Do you offer reduced prices for bulk orders or wholesale?
Yep! Here is our wholesale information. If you're interested in placing an order for your store, please reach out to us with the quantity and timeline and we'll work with you on getting an order processed. Delivery is available within the metro Phoenix area. 

Do you offer free shipping?
We do! Shipping is free for orders over $75.

Where do you ship?
Right now we are only shipping domestically to US states. Check out our store on Etsy for international shipping!

How long will it take to receive my order?
It will likely take about 3-5 business days to receive your package via USPS or UPS. Custom orders take a bit longer [5-7 business days] since they are made-to-order. If you are purchasing candles during the COVID-19 pandemic, you may experience a delay in shipping from USPS. 

Do you allow returns or exchanges?
If you aren’t happy with your purchase, please reach out to us at crasscandleco@gmail.com or via the Contact Us form. Please include photos and a detailed description in your email so that we can determine how to best lend a helping hand.

As a growing small business, we aren’t currently able to cover return shipping costs. Exchanges or returns must be made within 30 days of delivery and require proof of purchase (e.g. your order number, order confirmation email, store receipt). Refunds cover the cost of the item returned and do not include shipping and handling fees. 

You're in Arizona...and you ship in the summer?!
If temperatures reach 105°+ we may opt to shut down shipping. Otherwise we have made some accommodations to make shipping during the summer more feasible. We ship via USPS Priority Mail and UPS to get it to you as quickly and efficiently as possible.

During the summer months products will ONLY be shipped on a day that ensures the shortest travel time to you. If you are 2 days priority mail from us, we will not ship later in the week than Wednesday so that you receive it by Friday. If you are 1 day priority mail from us, we will ship up to Thursday morning. 3 day priority mail will not ship after Tuesday afternoon. This is to ensure that your package is not sitting in a hot warehouse all weekend.

What can I do to help keep my products from melting?
Glad you asked! We send your package on its way with packing materials that give it the best shot of survival but we can't control what happens once USPS drops it off to you. Mailboxes can get insanely hot in the summer, as can packages left out on a porch, in the sun, on a hot day.

We ask that you keep an eye on tracking so you can grab your package as soon as it arrives or that you request it be shipped to your work if no one will be home to take it out of the heat.

My products melted anyway! Help!
If your product does melt or get soft, in spite of the efforts we have made to prevent it, please don't worry! A melted product is not a bad product...I promise.

If the wick is accessible, pull it out from the wax and see if you can keep it upright as the candle resets. It may look a little different but it will still be the same super yummy smelling candle. If you're unable to dig the wick out and have a wax warmer, you can place the candle on the warmer and get the same fragrance distribution! 

If the candle is totally ruined please reach out to us within 48 hours of receiving the package. Snap some pics for us so we can figure out what went wrong and use it as a learning experience in the future.

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Have other questions that were not answered here? Reach out to us via email at crasscandleco@gmail.com. We're here to help!

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