Because we use an outside fulfillment company, we may not be able to modify an order once it is placed.
Packages are occasionally returned as undeliverable due to an incorrect or outdated address. In this event, you will be issued a refund for the item(s) minus any return and/or shipping fees at the time the package is returned to us from the shipping carrier.
Protect your order from Heat: Because we do not use any stabilizers or preservatives in our candles, they do not do well in excess heat. We take as many precautions as possible to ensure your order arrives in tip-top shape in the warmest of weather, and ship with ice packs to areas experiencing hot weather. Please note the ice packs only protect the candles for approximately 24-48 hours. If you are experiencing warm weather where you live, please keep an eye on your tracking number. We highly recommend being home for delivery, or taking your package into a climate controlled area as soon as possible after delivery.
If your candle has perspired or even melted during shipping, it will firm up again when exposed to a climate controlled environment.
If your area is experiencing extreme heat, we may not ship your order at the end of the week to ensure the package avoids additional transit time over the weekend. We may also delay shipping if the temperature in our area is above 90 for an extended period of time. Please contact us with any questions about shipping in heat!
Fontana Candle Co. is excited to offer Route Protection to our customers!
Route provides protection for shipments that are lost, broken, or stolen. Add Route to your cart at checkout to enable protection. Route automatically selects the amount of insurance needed for your order protection. Please do not change the denomination that Route has selected for your order. If your order is lost or stolen, please submit your claims to Route directly.
Due to the large volume of lost packages through all shipping carriers, Fontana Candle Co. HIGHLY recommends adding Route protection to your order. We are not responsible for lost or stolen packages that do not have Route Protection.
Return & Exchange Policy
All sales are final. However, we want you to be completely satisfied with your purchase. Please contact us within 48 hours of receiving your purchase if it is incorrect, or is damaged during shipping. Please submit photos of the damaged products when contacting us.
Used candles and opened oils, cannot be returned or refunded, except in case of product defect. Product defect does not include strength of scent of the product, or dislike of the scent. We clearly state that our candles are lightly scented and should not be expected to fill a room with scent. As much as we want you to love our scents, we do not guarantee that you will love all of them! Please send photos and a description of the product defect.
All Customer inquiries should be sent to firstname.lastname@example.org
We respond to all inquiries within 24 hours!