SHIPPING & HANDLING
How long does it take to process my order?
We typically process orders within 3-5 business days, though it may take up to 6 days during peak holiday periods. Please note that processing time is separate from transit time. To keep shipping costs affordable, we primarily use UPS Ground, with additional shipping options available at checkout. Once your order is ready to ship, you will receive a confirmation email with tracking details. Please allow 24-48 hours for tracking information to update. If you don’t see an update, feel free to email us at orders@conduitcandles.com.
What are the estimated transit times for shipping?
Transit times (excluding holidays and weekends) are as follows:
Ground: 2-7 business days*
2 Day: 2 business days, by end of day*
*Please note that APO, PO Box, HI, PR, and AK addresses may require additional time. Transit time estimates do not include processing time and begin once the package is handed over to the carrier.
Can I reroute my package?
Once tracking information is provided, the package is under the carrier's control. If your package is headed to an unsecured location, we recommend arranging for someone else to receive it on your behalf. If the carrier is unable to deliver, the package may be returned to the sender. In such cases, we can issue a refund for the order, but shipping fees will not be refunded. For more details, please email orders@conduitcandles.com.
What should I do if my package is marked as delivered, but I haven’t received it?
If your package is marked as delivered but you haven’t received it, please check for delivery updates over the next 48 hours. If the package still doesn’t arrive, email us at orders@conduitcandles.com, and we’ll help you resolve the issue.
DELIVERY & RETURNS
To ensure you’re completely satisfied with your scent selection, we recommend starting with a free CONDUIT Collection Palette to sample our fragrances before making a purchase. This way, you can find your perfect match with confidence. Candles may be returned or exchanged if they are unused (the wick has not been burned) and in their original, sellable condition (no wear). We accept returns or exchanges within 30 days of delivery confirmation. Please note that return/exchange shipping costs are the responsibility of the customer, and we suggest using the original packaging to ensure safe return. Final sale items are not eligible for returns or exchanges.
I bought the Signature Collection but am not satisfied with one of the candles. What are my options?
At CONDUIT, we offer bundles to help customers save. However, if you are not satisfied with one of the candles in your bundle and wish to exchange it, please note that the discount on the exchanged item will be forfeited.
Do you offer return labels for returns?
If you would like to receive a return label, please note that the return shipping fee will be deducted from your total refund.
When can I expect to receive my refund?
Once we accept the returned merchandise, we’ll process your refund within 10 business days, and you’ll receive an email notification. For questions regarding when the refund will be credited back to your card, please reach out to your credit card issuer. Replacement items for exchanges will be shipped as soon as they’re available.
Please note that we reserve the right to deny returns or exchanges for used or unsellable candles. If your return is not accepted, the package will be sent back to you at your expense, and a refund will not be issued. Any items that show signs of use or wear are not eligible for a refund or exchange.
What should I do if my candle(s) arrived damaged?
Our packages undergo thorough testing for performance and quality, but occasionally, carriers may mishandle them. If your candle(s) arrive damaged, please email us at orders@conduitcandles.com with photos of the damage. We’ll gladly provide you with a one-time replacement at no charge. Please discard any broken merchandise safely.
What should I do if my order contains the wrong items?
While rare, mistakes may occur during fulfillment. If you receive the wrong items, please email us your unboxing experience along with photos at orders@conduitcandles.com, and we’ll resolve the issue promptly.
If you have any questions or feedback, feel free to reach out to us at orders@conduitcandles.com. Please allow 24-48 business hours for a response. We’re excited to hear from you and look forward to connecting!