Thank you to all of our amazing customers for their support. Here are the details on shipping, Returns and Policies
SHIPPING
Serendipity Soy Candles will ship orders to the address provided by the customer upon ordering. We ship with Canpar, Loomis or UPS depending on the destination. Orders are shipped and delivered on business days, excluding major holidays. If there are any special delivery instructions, please include them at checkout.
Product delivery is subject to the corporate policies governing the delivery companies used by us. Deliveries will also be subject to policies concerning the signature of waybills. If you are absent from the delivery location provided, it is your responsibility to pick up the undelivered products from the preferred delivery company in accordance with their policies. Please ensure that you provide accurate delivery information as we do not accept responsibility for undeliverable products.
If for any reason, anything in your order arrives broken, please take pictures and send us an email as soon as possible. We will do our best to get a claim started and a credit will be issued for the value of the damaged item for a future order to be used online or in store. Please note we cannot send out a replacement due to the high cost of shipping. A credit of equal value or a refund will be given.
RETAIL PURCHASES:
Free shipping is provided on all purchases that total $100.00 or more before HST, that ship within Canada. For all other orders, shipping within Canada, there is a flat rate of $15.00 per order. For orders shipping within Canada, the applicable provincial, federal, or harmonized sales tax will be added at check out in your final transaction. Orders will be processed within 3-5 business days.
WHOLESALE PURCHASES:
For orders shipping within Canada, the applicable provincial, federal, or harmonized sales tax will be added to your transaction. The cost for shipping will be calculated once the weight, volume and number or cartons required to pack your order has been determined. The most economical delivery carrier will be chosen, depending on the delivery address of your business. Full payment must be obtained for all products, applicable taxes, and shipping costs prior to the release or shipment of any wholesale order. Orders will be processed within 3-5 business days. Custom orders 5-7 business days.
RETURNS
RETAIL PURCHASES: If for any reason, you are not completely satisfied with any of our products, we will gladly provide a full refund. Product, at the customers expense, would need to be returned to us, unused and in its original condition. A credit for a future purchase or an exchange will be given. All returns and exchanges must happen within 30 days of purchase.
If a candle is damaged when shipped, you will need to send pictures of the damaged product within 48 hours of receipt of the damaged candle. Once pictures are received, a refund or credit for a future purchase will be given. Returns can also be made at our retail locations if that is an option. Items would need to be returned within 30 days of receipt or purchase of your order.
WHOLESALE PURCHASES: All sales are final unless there are damages to your order. If a candle is damaged when shipped, you will need to send pictures of the damaged product within 48 hours of receipt of the damaged candle. Once pictures are received, a credit for a future order will be given. If the product is usable as an in store sample we will issue a 50% credit of the cost of the damaged product and if the product is not usable we will issue a 100% credit of the cost of the damaged product.
SALES: We are always happy to offer sales to our retail customers from time to time. Our sales will always have start and end dates, and any orders processed before or after those dates will not be changed to accommodate the offered sale. We thank you for your understanding.