Shipping + Returns
After your order is placed, our dedicated team meticulously inspects and carefully packages your purchase within 1-3 business days. Feel free to include a gift note by leaving a message in the order notes during checkout.
Shipping Duration: Please allow 1-3 business days for your order to be processed and shipped. Once our carrier picks up and scans your package, the delivery status is no longer within our control. Unfortunately, we cannot replace missing or stolen packages at this time.
Domestic Customers: Orders shipped within the contiguous U.S. typically arrive within 2-5 business days, depending on your location. Deliveries to AK, HI, and outlying territories may take a bit longer. Please note that shipping time doesn't include in-studio processing.
International Customers: For international orders, we employ USPS First Class International or USPS Priority Mail International. These typically take 1-3 weeks to reach their destination. If you require rush shipments, kindly reach out to our Customer Service team at email@example.com.
Additional Fees for International Shipments: Please be aware that shipping fees do not cover any extra import charges that international shipments might incur. These could include customs, duties, or country-specific fees. Unfortunately, Sawdust & Embers has no control over these additional fees. Responsibility for paying these charges falls to the customer. We are unable to label international packages as zero value or gifts to circumvent customs duties or fees.
At Sawdust & Embers, we place paramount importance on the quality of our products. Due to the nature of our offerings, used candles cannot be returned or refunded.
Candle Returns: Our return policy for candles extends for 30 days. If a month has passed since your purchase, we regret that we can't offer a refund or exchange.
To qualify for a return, the item must be unused and remain in its original packaging.
Apparel Items: Claims for misprinted, damaged, or defective apparel items must be submitted within 30 days after receiving the product. For packages lost during transit, claims should be filed no later than 30 days after the estimated delivery date. Claims considered our error are covered at our expense.
Exempt Items: Certain goods are exempt from returns, including gift cards and used candles.
Step 1 - Submit a Return Request: Please initiate the process by submitting a return request.
Step 2 - Receive a Prepaid Label: Expect to receive a prepaid return shipping label via email.
Step 3 - Return Processing: Returns are usually processed within 3 business days upon receipt at our studio. An email notification will be sent once your return is processed.
Refunds (if applicable): Upon inspecting your return, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed and credited back to your original payment method within a specified number of days.
Late or Missing Refunds (if applicable): Should you not receive your refund in due time, please take these steps:
- Recheck your bank account.
- Contact your credit card company.
- Reach out to your bank.
If your issue persists, contact us at firstname.lastname@example.org.
Sale Items (if applicable): Only regular-priced items can be refunded; sale items are ineligible for refunds.
Exchanges (if applicable): We solely replace items if they are defective or damaged. If you require an exchange for an item of similar kind, you will be responsible for the return shipping costs. Please email us at email@example.com to initiate the exchange process. Send your item to 2310 Richfield Dr, Garland, TX, 75040, United States.
Return Shipping: To return your product, mail it to 2310 Richfield Dr, Garland, TX, 75040, United States. For apparel items, send your return to 19749 Dearborn St, Chatsworth, CA 91311. The time it takes for your exchanged product to reach you may vary depending on your location.
Trackable Shipping: When returning an item over $75, consider using a trackable shipping service or acquiring shipping insurance. While we strive to receive all returned items, we cannot guarantee their delivery.