Frequently Asked Questions
Here you will find frequently asked questions. If you don't find what you are looking for please contact us and we will be happy to help you.
How long will it take to receive my order?
Please allow 3-4 days for your order to be processed and shipped. We ship Monday through Friday via USPS or UPS depending on your order. Order placed on Saturday and Sunday will begin processing on Monday. Once you order is processed you will receive the shipping and tracking information. Transit times depend on the carrier and destination, usually taking 1-7 days.
Do you ship to APO/FPO boxes?
Yes. Please make sure you include the unit and box numbers with your APO/FPO address to ensure your package is addressed correctly so it will arrive in a timely manner.
Do you ship internationally?
No. We don't ship internationally at this time.
Do you offer free shipping?
Yes. We offer flat rate shipping of $6.95 on all orders within the contiguous U.S. under $75. All orders over $75 qualify for free shipping.
Can I have my order shipped via express?
Yes. Additional charges will apply. Please contact us at (516)982-5809 to place your order.
Do you ship to multiple addresses?
No. You will need to create a new order(s) if you would like to ship to multiple locations.
What should I do if my package arrives damaged?
If item(s) were damaged in transit, please notify us with 3 days from the date of delivery so we can initiate a claim with the carrier. You will find what information is needed here so we may submit the claim on for you. https://greatsouthbaycandles.com/pages/shipping-and-returns
My package is lost. What should I do?
On rare occasions package can get lost during transit. Please contact us at https://greatsouthbaycandles.com/pages/contact-us so we may initiate a claim on your behalf and send you a replacement order. Please include your name, order number, and any additional information about your lost package. We can't be responsible for misdelivered packages for an incorrect shipping address that was provided, therefore a claim can not be processed with the carrier.
I entered the wrong shipping address. Can it be changed?
Unfortunately we are unable to change an address once an order is placed or shipped. After your order has been shipped you may contact the carrier to request a package intercept. Additional fees may apply with the carrier.
At Great South Bay Candle Company we are consistently taking steps to lower our carbon footprint from beginning to end. All our ingredients we use to create our candle products are biodegradable and/or recyclable. All of our shipping materials used are made from recycled materials. We don't believe in bubble wrap or air packs and choose biodegradable packing peanuts.
ORDERS and PAYMENTS
What forms of payments do you accept?
We accept all major credit cards including Paypal. We don't accept checks, Venmo or money orders.
Can I change or cancel my order?
If you would like to change or cancel your order please contact us immediately with your request. Once an order has been shipped it can't be changed or cancelled.
What if I want to send my order as a gift?
If your order is a gift and would like us to include a handwritten card, please let us know by leaving instructions in the comment box at checkout. There is no additional charge for this service. All gift orders will not include a packing slip.
Do you do event favors?
Yes. Contact us and we can discuss and help you create fabulous favors to fit your affair. We can customize any event such as wedding, baby and bridal showers, birthday parties, anniversaries, corporate events and fundraisers.
Can I request a custom scent?
Unfortunately we don't do custom scents.
Do you make unscented candles?
Yes, if requested we can make unscented candles at no extra cost.
Do you have a rewards program?
Currently we are working on a reward program for our customers.
Do you offer gift cards?
Yes. Our virtual gift cards come in different dollar denominations. We can also customize any amount to fit your gifting needs. For more information, please visit https://greatsouthbaycandles.com/products/gift-card
Where can I purchase your products?
Besides ordering online you can fins us at these select stockist locations.
Can I order samples?
We currently do not make samples sizes for purchase.
Do you accept returns?
Certain conditions apply. Please visit our return policy for further information. https://greatsouthbaycandles.com/pages/shipping-and-returns
Do you offer wholesale or private labeling?
Yes. Currently we only wholesale and private label to brick and mortar locations. We don't wholesale to third party sellers to sell on such platforms as Amazon, Ebay or Etsy stores. If you are interested in our wholesale or private labeling program please fill out our wholesale inquiry form so we may learn more about your business and set up an account for you. https://greatsouthbaycandles.com/pages/wholesale-accounts
Do you drop ship?
No. We do not drop ship or sell on any drop ship ecommerce sits.
What type of candle wax do you use in your products?
We use 100% soy wax that is sourced directly from American farmers. It is a natural renewable source and carbon neutral. We don't blend our wax with other waxes such as paraffin, palm, coconut, beeswax or add any additives.
What are the benefits of burning soy candles vs. paraffin candles?
-Soy wax is eco friendly which allows a cleaner burning candle with almost no black soot. They are non-toxic and non-carcinogenic. Because soy wax has a lower melting point, it allows the candle to burn slower and longer. Soy candles are biodegradable making it easier to clean up with just a little soap and water. Burning candles made from soy wax is a healthier alternative especially for allergy and asthma sufferers.
-Paraffin wax is made with the byproducts from crude oil refining. When you burn a paraffin candle, the petroleum in the paraffin wax releases toxic black smoke. This is what causes the excessive black soot around the glass when you burn a paraffin candle. Besides the soot being unhealthy for oneself, it builds up on surfaces. It will damage your walls, furniture and ventilation duck work. The soot produced with paraffin wax is very toxic to pets, especially birds.
Are your products vegan?
Yes, Our wax is plant based and doesn't contain any animal byproducts nor has it been tested on any animals. In addition, our wax is Kosher certified.
Do you use fragrance oils or essentials oils in your candle products?
We source natural fragrance oils blended with essential oils that are created using natural identical raw materials that are phthalate and paraben free, eco friendly, skin safe and most importantly healthier for you and your family. All of our oils are compliant with IFRA standards and California Prop 65.
Do you use cotton, paper, metal or wooden wicks?
We use natural cotton wicks that are coated with a natural wax.
Why don't you dye your candles?
We believe in producing a healthier burning candle. Our candle products don't contain any unnecessary chemicals dyes or additives.
Where do you source your supplies?
We strongly believe in supporting American businesses. All of our supplies are directly purchased from manufacturers throughout the United States. None of the supplies are purchased from any overseas companies.
Do your candles have a shelf life?
No. We recommend burning your candle within one year for peak performance.
Do you offer candle refills?
Unfortunately we don't offer candle refills at this time.
Can the jars and tins be repurposed?
Our candle containers are easy to clean for repurposing. We do not recommend reusing any of the containers for consumption purposes. You can find more information here on how to clean your candle containers here. https://greatsouthbaycandles.com/pages/candle-care
How can you tell if the candle is made from 100% soy wax?
Dye free natural soy candles will have an even white opaque color while paraffin candles will appear slightly translucent when put up to light. Soy wax doesn't absorb colorants very well so their colors will usually come in pastel hues rather than bright vibrant colors. Soy wax is softer rather than hard and brittle with a waxy touch. White crystal blooms or frosting forms on candles made with pure soy wax.
If you have any other questions or concerns please feel free to contact us at (516)982-5809 or for immediate assistant use our live chat feature below.