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Buy 2 Candles & Get Your 3rd Candle FREE: Use "FALLSALE" Discount Code at Checkout.
Buy 2 Candles & Get Your 3rd Candle FREE: Use "FALLSALE" Discount Code at Checkout.

Frequently Asked Questions

We’re here to help 7 days a week. Email us customerservice@waxtheory.com. We’ve also listed popular questions, below. 

Product

How long do Waxtheory candles last?

All of our candles have a burn time of approximately 40 hours. For best results, only burn your candle for 3-4 hours at a time, and switch to a new one when you’re down to the last 1/2 “ of wax at the bottom of the jar.

How do I keep my candle looking beautiful?

The first time you light your candle, allow it to remain lit until the entire top layer liquifies. This will prevent your candles from burning unevenly or forming a tunnel in the center.

Keep the wick trimmed to ⅛”. The longer the wick, the more ash residue it can leave behind.  Use any pair of scissors to keep your wicks close to the wax after every use.

Our glass jars are designed to stay bright and sparkling, but you can remove any wax residue from the sides using a cloth with hot water, or a wax-removing product.

Are your candles safe for the environment?

All of our candles are clean-burning and non-toxic, and are paraben and phthalate-free. We use only naturally-harvested and safe-synthetic ingredients, without synthetic dyes, sulfates, or petroleum-based fillers.

Are your candles vegan?

Yes! We believe a candle is only truly beautiful when no creature was harmed in making it. We use a proprietary mix of coconut and soy wax, and lead-free cotton wicks, and we never test on animals, to ensure every product we sell is cruelty free.

How strong are your candle scents?

We aim for a fragrance balance that will subtly enhance rather than overpower your room.  This allows our candles to be burned at mealtimes without compromising the aroma of your dishes. For a stronger scent or in a larger than average room, we recommend lighting more than one.

How do I remove the candle so I can reuse the jar?

Our candle wax is formulated to be soft, so you may not find this to be a problem.  Here are a few tips to remove all wax and residue:

1 – After your last burn, pour out all the remaining wax into a safe receptacle, while it’s still liquid. Use a dinner knife or a nail file to remove the metal disk from the bottom.

2 – Carefully fill your jar with hot water and let it absorb into the wax, softening it, This should cause the wax to pop free and float to the surface for easy removal. Do not use boiling water, as a sudden change in temperatures could cause the glass to crack.

3 – If the wax is no longer liquid, place your jar in the freezer until frozen (about 2-3 hours).  This will cause it to separate from the edges and allow you to remove the remaining candle with a nail file or knife.

My wick is smoking. What do I do?

A smoking wick is a sign that your wick is too long. After every burn, retrim your wick close to the top of the candle, about 1/8 of an inch. This will also ensure a steady flame and prevent ash.

How do I stop my candle from burning unevenly?

The first time you light your candle, allow it to remain lit until the entire top layer liquifies. This will prevent your candles from forming a tunnel in the center.

Look out for drafts, to shield your candle from strong airflow.

Keep your wick trimmed to 1/8 of an inch for an even burn.

If your candle has already developed an uneven top, create a cone of foil over the top of your lit candle, with a 1-inch opening at the top.  Let it sit for a few hours while the candle burns. When the wax liquifies across the entire candle top, remove the foil and your candle will be good as new.

Ordering

Can I cancel or exchange my order?

We work with a logistics partner to fulfill our online orders. If you notify us within 24 hours of placing your order, we will try our best to cancel or make changes, however there is no guarantee. We gladly take returns of unopened or unused products.

Can I send my order as a gift?

Yes! Waxtheory products make perfect gifts for any occasion. We are currently unable to include gift notes with online orders, but we’re working on it.

Can I place a larger order for weddings, events, or corporate gifts?

Absolutely. You can do so through this site, or shoot us an email at hello@waxtheory.com and we'll be glad to help you meet your needs.

Payment

What forms of payment do you accept?

We accept Paypal, Visa, MasterCard, American Express, Discover, Credit cards or debit cards.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

Shipping

Where do you ship?

Waxtheory currently ships to all 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico.

When will my order ship?

After placing your order, processing takes 1 to 2 business days. As soon as it leaves our facility, you’ll receive a shipment notification email with a tracking number.

How quickly will my order arrive?

Orders generally arrive in 2-5 business days. If you need an order expedited, we have an expedited shipping option at checkout.  Please note we currently can only ship to addresses within the USA.

Returns & Exchanges

What's your return policy?

At Waxtheory, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to Waxtheory within 7 days of delivery. 

You may also exchange your product for another of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items.

You may return your unused products for a full refund of your purchase price, less shipping and handling, within 14 days of delivery. Please contact us at customerservice@waxtheory.com for further details
We cannot accept returns on gift cards, sale items, or third party products.

Can I return a candle if I don't like the scent?

Unfortunately, we are only able to accept returns of unused candles. We understand that fragrance can be highly subjective, and we formulate and test our scents to appeal to a wide audience. If you have scent sensitivities or concerns, please reach out to our Customer Care team at customerservice@waxtheory.com before your purchase and one of our team will be glad to answer questions and help make recommendations.

Press

Whom should I contact about press inquiries?

For all press inquiries, please email jimela@waxtheory.com Thanks!

Contact Us

Have a question that didn’t appear here?

Need help with your order? Just want to reach out and tell us how fabulous we are?  Feel free to contact our Customer Care team via our submission form, or email us at customerservice@waxtheory.com and we'll do our best to lend a hand!