Welcome to the SoftGlow Candle customer support center. To provide you with a clear, straightforward shopping experience, we have compiled this guide answering common customer inquiries. Our policies are built around clarity — what you see is what you receive, with no hidden fees or unexpected clauses.
Shipping & Delivery
### Q: Where do you dispatch orders from, and what geographic regions do you serve? A: Our central administrative and fulfillment operations are based at our physical facility in Denver, Colorado. At this time, we provide standard ground shipping exclusively to the 48 contiguous United States. Due to the fragile nature of our products—including mercury glass, structural ceramics, and temperature-sensitive wax—and the requirements of our courier networks, we are unable to ship to Alaska, Hawaii, international destinations, P.O. Boxes, APO, FPO, or DPO addresses.
### Q: What are your shipping rates and cost structures? A: We use a straightforward pricing framework with no hidden handling surcharges:
For orders with a pre-tax order subtotal of $65.01 or above, you receive Free Standard Shipping.
For orders with a pre-tax order subtotal of $65.00 or below, a flat standard shipping fee of $8.00 is applied at checkout.
### Q: How long will it take for my order to arrive? A: Your total delivery timeline is calculated by adding our internal order preparation window to the carrier transit duration:
Order Cut-Off Time: Our daily cut-off is 2:00 PM (Mountain Time / MT), Monday through Friday. Orders placed after this time are processed on the next business day.
Handling Time: It takes 1 – 3 Business Days (Monday–Friday) for our team to inspect, pack, and cushion your glass or wax items.
Transit Time: Once dispatched to our carrier networks (UPS, FedEx, and USPS), domestic delivery takes 3 – 8 Business Days.
Total Timeline: Your parcel should arrive within 4 – 11 Business Days from your purchase date.
Returns & Refunds
### Q: What is your standard store return policy? A: We offer a 30-day return window from the delivery date shown on your carrier tracking link. To be eligible for a full credit, items must be returned in new, unlit, and unused condition with original wicks uncut. Because our items are fragile, they must be packed securely in their original foam, bubble wrap, and packaging to prevent breakage during return transit. SoftGlow Candle charges a $0.00 Restocking Fee; there are no hidden return fees.
### Q: Who assumes the financial responsibility for return shipping costs? A: Return freight charges are assigned based on the reason for the request:
Merchant Responsibility: If an item arrives broken, defective, or if we shipped the wrong product, we assume 100% of the cost. We will provide a pre-paid shipping label after verifying photo evidence sent within 48 hours of receipt.
Customer Responsibility: For returns due to customer remorse, preference changes, or ordering the wrong size, color, or scent, the customer is responsible for return shipping costs.
### Q: How do I officially initiate a return? Do not mail parcels back blindly. A:Please do not send your purchased items back to the sender’s address on your original shipping label without contacting us first. To initiate a return, email our support team at [email protected] with your order number and return reason. We will review your request within 1-3 business days and issue an official Return Merchandise Authorization (RMA) code and the return facility address. Packages received without prior RMA authorization cannot be tracked or credited and will be rejected.
Products & Quality
### Q: Will my physical candle or holder look exactly like the digital images online? A: We aim to display accurate product images. However, because our inventory includes natural wax blends, cast iron, structural ceramics, and mercury glass, subtle variations in color depth, dimensions, and surface textures are normal for homeware products. Actual product colors may vary slightly due to monitor settings or smartphone screen calibrations. These variations do not constitute defects.
### Q: What should I do if my fragile glass or ceramic product arrives broken? A: Your purchase is covered under our transit policy. In the rare event that a package is damaged, notify us via email at [email protected] within 48 hours of delivery. Provide your order number and clear photos of the damaged item and the shipping box. Once reviewed, our support team will arrange a replacement shipment or issue a full refund.
Orders & Payment
### Q: Which payment methods do you accept? A: We accept major credit and debit networks: Visa, MasterCard, Discover, and American Express. Checkout uses 256-bit SSL encryption, and we do not store full credit card digits on our servers. Alternative methods like personal checks, money orders, bank wires, or Cash on Delivery (COD) are not supported.
### Q: Can I modify or cancel my order after checkout? A: We offer a 12-hour cancellation window from the time of purchase. If you need to cancel, email us immediately at [email protected] within 12 hours. After that, orders cannot be halted and must follow our standard 30-day return policy.
Verified Customer Support Directory
If your question was not answered above, or if you need support regarding an order or billing, please contact our customer care team using the verified channels 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) | Closed on Saturdays, Sundays, and all official United States Federal Holidays.
