customer service - policies

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Methods of Ordering
Methods of Payment
Shipping and Handling
Return Policy
Secure Transactions Policy
Customer Confidentiality
Contact Us

Methods of Ordering
We offer several options for ordering our products.  

Secure Online Ordering -  Just click on the text under the picture of the item that you want.  Then choose any options such as size, color, or quantity.  Then add that item to your cart.  Once you have found all the selections that you wish to purchase at this time, follow one of our "Check Out" links at the top or bottom of the page to finish your secure online transaction.

E-mail -  Please send email orders to candleuniverse@aol.com.  Please include a phone number in your email where you can be reached for any further information necessary.

Phone - (336) 764-0039 for a speedy, offline option. 

Mail - Mail order to the address below with your selections and credit card information including your credit card number and expiration date, or send money order or cashiers check. Also include a phone number and email address, should additional information be required.

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Methods of Payment

Visa or  MasterCard or  American Express or  Discover - Please submit name, address, shipping address, cardholder's name, credit card number, expiration date, and a phone number, should additional information be required.

Money Orders - Make out money order for the full amount of product ordered along with shipping and handling charges. 

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Shipping and Handling
We strive to offer the best services quickly by utilizing the shipping services of several carriers.  The USPS (United States Postal Service) offers inexpensive shipping rates, a benefit we can pass on to you, the customer. In most cases we ship UPS.  If, however,  you need faster service, or we find a other carriers less expensive, we will ship the most economical and convenient way possible. 

Important:

Keep in mind that unless SATURDAY delivery is specified, you will receive your order the following Monday. Most orders are shipped the following day provided we have the items in stock. Example: if you place your order on a Wednesday, and request two day shipping, we will ship it on Thursday - you will receive the order following Monday (unless Saturday shipping is requested - there is an additional charge for Saturday delivery) - weekends do NOT count and neither does the day it is shipped.

Shipment to countries other than the USA will require an additional shipping charge - you will be notified of what the cost will be before we ship.

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Return Policy
We offer a money back guarantee on any unused, undamaged product within 15 days of receipt. Return Authorization Required. You will be responsible for all shipping and handling costs. In most cases, a 15% restocking fee will apply.  To return an item, please send it to the address below.

GLASSWARE must be reported with 3 days in order to receive a credit. (for any reason - whether it be damaged, not what you want, etc) We will NOT accept glassware back unless this policy is complied with.

Please make sure that it is postmarked within 15 days of receiving.  Enclose a copy of your purchase order so that we may credit your account or return check or money order.  Please allow one billing statement to see your credit card refund.

Damage Policy
In the case of damaged product, please contact us immediately at candleuniverse@aol.com, with "Damage" as the subject of your email.  We must know within 3 days of receipt in order to make the appropriate claim with the carrier.

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Secure Transactions Policy
We guarantee that your credit card information is safe for online ordering.  We use the most state-of-the-art secure server technology to protect our customers' financial information.

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Customer Confidentiality
We will never share your name, address, email address, or any other personal information.  We do not share or sell our customers' information to mailing lists or other services.  We guarantee your confidentiality of your information entrusted to us and will handle it with the utmost care.

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Other Inquiries
Please refer to our Contact Us page to find the method of communication that is most convenient for you.  Use these methods to send comments, questions, or suggestions.