CONTACT US

## Welcome to SoftGlow Candle & Our Commitment to You

At SoftGlow Candle, we extend our sincere thanks to you for choosing us to light up your home and elevate your living spaces. We are pleased to be a part of your daily sensory rituals and seasonal celebrations.

Our customer care team is dedicated to providing you with a professional and responsive experience. We are ready to assist you with a comprehensive range of inquiries, including:

• Detailed information regarding candle ingredients, burn times, and proper wick care.
• Material, sizing, and styling consultations for our metal, ceramic, and glass candle holders.
• Real-time order tracking updates and shipment routing assistance.
• Detailed explanations of our store policies and checkout options.

Your voice helps us grow. We welcome and appreciate your valuable feedback, suggestions, or insights on how we can improve our collections and serve you better. Please feel free to share your thoughts with us.

Tips for Fast-Track Resolution

To help us resolve your inquiries with maximum efficiency, if you are contacting us regarding an existing purchase, please clearly include your Order Number in the email subject line or within the message text. This allows our Denver-based operations team to immediately locate your records and provide a swift, accurate resolution.

Ways to Connect With Us

For direct assistance, please utilize any of our official channels listed below. Our team is ready to support you.

Support Email: [email protected]
We guarantee a comprehensive response to all inquiries within 1-2 business days.

Support Phone: +1 (720) 462-9722
Direct live assistance is available during our standard operating hours.

Store Address: 10900 SMITH RD, DENVER, CO 80239, USA
Please note this is our primary store address for all correspondence.

Operating Hours & Timezone

Our customer support team operates during the following hours to ensure dedicated attention to every inquiry:

• Designated Returns Facility: SoftGlow Candle Returns 10900 SMITH RD DENVER, CO 80239, USA
• Monday to Friday: 9:00 AM – 5:00 PM (Mountain Time / MT)
• Saturday & Sunday: Closed
• Holidays: Closed on all major United States Federal and Public Holidays.

Inquiries received over weekends or during official holidays will be prioritized and addressed sequentially on the following business day. Our operational schedule strictly complies with local United States Daylight Saving Time (MDT) and Standard Time (MST) transitions.

Important Notice Regarding Returns & Exchanges

Because our product selection consists of fragile items—including mercury glass, delicate ceramics, and wax items that require specific storage climates—all returns are subject to strict administrative protocols.

If you wish to initiate a return or exchange, you must first contact our support team via email to obtain an official Return Merchandise Authorization (RMA) along with explicit, step-by-step return shipping instructions. Please do not, under any circumstances, send your items back to the return address listed on your original shipping label without prior written authorization from our team. Unauthorized returns sent blindly to our facility cannot be tracked or processed, and will be strictly rejected for refunds. For comprehensive details, please review our complete Refund Policy.

Send Us a Message Directly

Alternatively, you can contact us instantly by completing the online communication form below. Please provide your specific requirements, and our team will get back to you promptly.