Welcome to SoftGlow Candle. We are committed to delivering your candles and candle holders to your doorstep in a safe, efficient, and transparent manner. We understand how important it is for your items to arrive intact and on schedule. This document outlines our shipping practices, delivery timelines, and carrier guidelines. There are no hidden fees or surprise surcharges; our process is straightforward and focused on providing a reliable delivery experience from our checkout to your home.
Shipping Destinations & Delivery Restrictions
To maintain safety and care during transit, our shipping services are subject to specific geographical limitations:
Eligible Delivery Zones: We ship exclusively to the 48 contiguous United States.
Excluded Locations: We do not ship to Alaska, Hawaii, or any international destinations.
P.O. Boxes and APO/FPO Addresses: We are strictly unable to ship to P.O. Boxes, APO, FPO, or DPO addresses.
Why we have this policy: Our collection includes fragile components, including mercury glass, structural ceramics, and specialized wax forms that require climate protection and careful handling. Our domestic carriers require a complete, accurate physical delivery address to support secure and accountable hand-offs. We appreciate your understanding in helping us prevent package damage or loss.
Simple & Transparent Shipping Rates
We believe in upfront pricing. Your shipping charges are calculated automatically based on your pre-tax order subtotal and are presented clearly on our checkout page before you finalize your purchase.
Orders Over $65.00: You receive Free Standard Shipping on all orders with an order subtotal of $65.01 or above.
Orders Under $65.00: For all orders with a total order subtotal of $65.00 or below, a flat standard shipping fee of $8.00 will be applied.
The price you see at checkout is the final freight cost. We do not impose any unlisted administrative or handling surcharges.
Order Processing & Transit Timelines
Our delivery timelines are split into clear operational stages. We compute our delivery schedules according to the following formula:
Our daily order cut-off time is set to 2:00 PM (Mountain Time / MT), Monday through Friday.
Orders completed before 2:00 PM MT enter our fulfillment queue on the same business day.
Orders completed after 2:00 PM MT, or placed over weekends (Saturday and Sunday) and official United States Federal holidays, will begin processing on the next operational business day.
2. Handling Time (Order Preparation)
Processing Windows: All orders require 1 – 3 Business Days to be inspected, wrapped in protective padding, and packed.
Our fulfillment operations run from Monday through Friday. We do not package or dispatch items over weekends or public holidays.
3. Transit Time (In-Transit Duration)
Shipping Carriers: Once packaged, shipments are transferred to our logistics networks, including UPS, FedEx, and USPS, for domestic ground shipping.
Transit Window: Standard domestic transit takes 3 – 8 Business Days from our dispatch point to your destination address.
4. Total Estimated Delivery Time
Combining our internal preparation and courier transport windows, your Total Estimated Delivery Time is 4 – 11 Business Days from the date your order is successfully authorized.
Delivery Tracking & Multi-Item Shipments
Tracking Activation: Within 24 hours of your package leaving our facility, a shipping confirmation email containing a unique tracking number and direct tracking link will be delivered to your inbox. Please allow 24 – 48 hours for the shipping carrier to scan the package and update the tracking status on their public portal.
Partial & Split Shipments: If your order contains a combination of seasonal wax pieces and metal or glass holders, or if an item is temporarily backordered, your goods may arrive in separate boxes. We prioritize sending available items immediately to avoid delays. You will receive unique tracking numbers for each individual parcel at no additional charge.
Shipping Address Accuracy & Missing Parcels
Customer Address Responsibility: It is the buyer’s sole responsibility to provide an accurate and valid physical delivery address at checkout. We initiate automatic shipments upon processing. SoftGlow Candle will not assume liability or offer financial reimbursement for packages that are delayed, lost, or returned due to incorrect, incomplete, or mistyped delivery information provided by the customer. Any secondary re-shipping fees incurred to correct an address error must be paid by the customer.
Parcels Categorized as Delivered: If your official tracking link designates your shipment as “Delivered” but you cannot locate the package, please check around your property, porch, and with neighbors. If it remains missing, you must contact the designated carrier (UPS, FedEx, or USPS) directly to initiate an official missing package investigation. While we can assist by providing verified dispatch records, SoftGlow Candle cannot be held accountable for parcels that are stolen or misplaced after an official carrier confirmation of delivery.
Damaged in Transit Claims
Given that our product catalog includes fragile ceramic canisters, glass votives, and cast-iron components, shipping mishaps can occasionally occur despite protective padding.
If your order arrives damaged, you are covered under our transit policy:
Contact us within 48 hours of package receipt by sending an email to [email protected].
Provide your order number along with clear digital photographs of the damaged merchandise and the condition of the external shipping box.
Once reviewed, our support team will review your claim and arrange a replacement shipment or a refund at no additional cost to you.
Customer Support Information
For questions regarding our fulfillment practices, carrier networks, or to file a shipping claim, please reach out to our team using our official contact details below:
Store Name: SoftGlow Candle Email:[email protected] Phone: +1 (720) 462-9722 Address: 10900 SMITH RD, DENVER, CO 80239, USA Operating Hours: Monday to Friday, 9:00 AM to 5:00 PM (Mountain Time / MT)
