Soy works candle company shipping information

Shipping Rates and Policies

Policies

Soy Works Candle Company, Inc (formerly Heather's) is an Internet based store with our studio located at:
2427 Cline Road | Billings, MT 59105 | U.S.A.
Contact via e-mail; customer service @ heathers- store.com

(if you are a solicitor, you do not have our permission to use our address or email addresses)

Customer Service Hours:
Monday - Friday, 9 a.m. - 5 p.m.*

*Closed Sunday & Monday to order processing, email support is open. Orders are processed on Tuesday, Thursday, Friday and Saturday. Inventory is conducted on Wednesday. Closed all major holidays including the Monday and/or Friday before or after, i.e. the Friday after Thanksgiving.

Soy Works Candle Company™, Soy Works Candles™ and SoyTarts™ are trademarks of Soy Works Candle Company, Inc and are protected by all Federal laws and penalties associated with the US Trademark Department.

Guarantee & Returns:
Returns are on a case-by-case basis only due to the nature of the products; any "made to order" item cannot be returned. Contact our customer service to see if your item qualifies. If an item qualifies, returns are for merchandise totals only, shipping charges are a contracted service and cannot be refunded. Returns are to be sent, in their original, unused condition, by insured mail to the address above within 30 days from the invoice/sales receipt date. We are not responsible for any package shipped without insurance. Credits will not be issued for items not returned via insured mail. Returns will not be accepted without a Return Authorization Number (RAN).

When the return is received we will process the refund as long as the item is in resalable condition. We will contact you if this is not the case and the item will be returned to you. Refunds may take up to one month to show on your statement.

In the case of broken or damaged items we will process each case individually. While this is rare, less than .08% of our packages arrive with any damage, it is not impossible. To file a claim with our shipping providers it is necessary to have proof of damage, i.e. damaged item, original packaging including the outside box and packing material (peanuts and/or bubble wrap). Do not discard any items until contacted by either the Staff at Soy Works Candle Company, Inc or the shipping provider. If damaged items or packaging are thrown away a credit/refund cannot be issued and replacement products cannot be sent under any circumstances.

Shipping:
Currently, we ship to addresses in the United States, Canada, the United Kingdom and several European countries. We use DHL, UPS, FedEx, USPS Priority Mail and Global Priority Mail as our primary carriers. Shipping fees are actual based on major shipping companies (UPS, DHL, FedEx) shipping charts. Choose from one of the several options in our shopping cart to find the shipping type best suited to you.

*ALL ITEMS SHIP AFTER THE LISTED PRODUCTION TIME IN THE PRODUCTS DESCRIPTION. CHOOSING A FASTER SHIPPING OPTION WILL NOT DECREASE THE TIME THE PRODUCT IS MADE - IT WILL ONLY DECREASE THE NUMBER OF DAYS THE PACKAGES IS IN TRANSIT TO YOUR ADDRESS.

Please allow up to 10 business days for the items to arrive after date of shipping depending on the method chosen (slow, fast, rush, international). Allow additional time for international orders. If you have any questions, please contact us prior to placing your order and we will be happy to help you.

**Holiday Shipping Notice: The deadline for items to arrive by the Christmas holiday season is 10 days prior to the holiday with standard shipping, unless otherwise noted. Please note this applies to shipping times only and individual production times must be taken into consideration. For example, if a particular item has a Made to Order time of 5-7 days it will not arrive in time for the holidays even if ordered within the 10 day time frame. If you have any questions, please contact us for availability.

Back Orders / Out of Stock Items:
We try to keep our website updated with current availability information however, sometimes an item will be temporarily unavailable and not noted. This is a rare occurrence but is possible. You will be notified in case of any backorder or out-of-stock item situation with the option to cancel your order or wait until the item is back in stock. In the case of cancellation you will be refunded the full merchandise total plus the total shipping charges for the out-of-stock items.

Make note of production times for each item as many of our items are made to order and are not currently in stock, instead they are made new at the time of the order.

All information gathered by Soy Works Candle Company, Inc is strictly confidential and will not be shared, rented or sold to any individual or organization. We only capture your personal information when you provide it to us by making a purchase, asking a question via email or over the phone, and/or filling out a form to request information from us. The information is primarily used to insure prompt delivery and to speed the processing of your order. From time-to-time we may contact you via email to notify you of special offers, upcoming sales, or shipment notifications. If you do not wish to receive information from us click on the "contact us" link below for directions on how to remove your email address from our system.

E-mail Promotions:

We occasionally use your email addresses for marketing emails from our business. You can join our email list directly by using the link at the bottom of any page on our website. See our privacy policy above for more info.

Refusal of Service:

I am saddened that I have to write this sort of policy as a majority of our customers are a joy to work for but there are those consumers who constantly push limits, are fraudulent in their requests and activities, ignore our policies, flame without cause and in general practice bad consumer habits . They are rare but do surface from time to time. Because of that type of behavior I must state the following:

Soy Works Candle Company, Inc (dba Soy Works Candle Company™) is a private business and reserve the right to refuse service to anyone, at anytime, for any reason. If an order is refused, the order will be cancelled and a refund will be issued, if necessary. No explanation will be given as the reason should be obvious; do not ask.

Catalog Requests
Due to the constant changes in our product line we do not offer a print catalog at this time. We invite you to browse our store for the latest items we offer. Thank you for your interest and understanding.

Retail Locations
At this time many of our products are available online at select retailers and in select retail stores in Montana. If you would like a favorite retailer to carry our items they may contact us at any time via this website.

Happy shopping!

Heather Gunsch

CEO / Founder

updated on Tuesday June 19, 2007

Shopping Basket

Products

Search by Keyword