Q: How fast will my order ship?
A: Typically, if an order comes in before 9am EST it will ship the same week day. Weekends, sales, weather or busy holiday seasons may extend the lead time to 1-2 business days. We do not ship on Saturdays or Sundays.
COVID-19 has has caused severe delays, most orders will ship within 1-5 business days
Q: I see you have Peak fragrances, are they original?
A. Yes, We purchased remaining inventory and all the fragrance formulas in 2017. Some formulas may be revised due to the Citrol shortages, which is beyond our control. Revised formulas will be listed on the fragrance info page.
Q: Why are some fragrances unavailable for a long time or revised?
A: Due to the worldwide shortage of Citrol due to 2 fires, many fragrances will not be available without this ingredient. While some have been reformulated, some fragrances have been discontinued all together by the manufacturer and are awaiting reformulation.
Q: What does "Soap Safe" Mean?
A: Soap Safe mean you can use it to make soaps and bath & body products. Check each fragrances IFRA info for more info regarding percentages.
Q: Can you tell me how to EXACTLY make a candle?
A: Yes and No. While we can guide you through making a candle. You need to test your recipe. Candle making is like cooking, while you and some one else may have the exact same recipe, it will not always taste or look the same. Candle & Soap Making are created with recipes, techniques, temperature control, elevation, effort, and of course....secrets!
Q: My order was marked delivered but its not here.
A: First check your mailbox, front doors, back and side doors. Also check with your neighbors. If not we ask you to wait another day as sometime it shows up the next day. Otherwise, of you purchased the insurance you can go to Route.com to file a claim for the fastest service. If we do it, it may delay the process as we need the same info from you that they need. If you did not file a claim, we will need a police report for stolen goods in order to process further.
Q: I paid for faster shipping service, but its still not here.
A: USPS service is not guaranteed unless you use USPS Next Day Guaranteed Service. Priority Mail may take up to 14 days and First Class can take up to 21 days. Covid-19 may delay things even further. UPS is usually on track, but may also be delayed due to Covid-19.
Q. My order was damaged, how do I make a claim?
A: First we apologize what damaged has occurred in shipping, [package handlers process millions of packages everyday and they try hard to get it on time and damage free to you. We hope you purchased Route insurance as it is the fastest way to get a replacement. Go to Route.com and file a claim and your replacement will be issued. If you did not choose the route insurance it may take a few days for us to process.
Q. I tried to purchase an item online, and my credit card was declined. However, the bank shows that the charge was authorized.
A. The bank verified the card number, and authorized the charge amount, but the merchant gateway declined the charge due to some security reason, such as an incorrect address. In this case, funds are NOT transferred from your account to the merchant. Even though no funds were transferred, the pending authorization may reduce your available credit limit or debit card balance until the transaction expires (usually 1 to 3 days). The merchant cannot remove the pending charge, or issue a refund, since no funds were actually transferred.