Frequently Asked Questions
Here you will find frequently asked questions about your order, payments, shipping, returns, wholesale etc. If you don't find what you are looking for please contact us and we will be happy to help you.
SHIPPING
How long will it take to receive my order?
Orders take 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. You will receive an email with the shipping and tracking information once your order is complete. Transit times depend on the carrier and destination, usually taking 1-7 days.
Do you ship to APO/FPO boxes?
Yes. Include the APO?FPO unit and box numbers. This will help your package to arrive in a timely manner.
Do you ship internationally?
We don't ship internationally.
Do you offer free shipping?
Yes. We offer flat rate shipping of $8.50 on all orders within the contiguous U.S. All orders over $39 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?
Yes. If you need to ship to multiple locations you will need to create a new order(s).
What should I do if my package arrives damaged?
If your item(s) are delivered damaged, please notify us with 3 days of the date of delivery. We will initiate a claim with the carrier on your behalf. We will need some information from you to submit the claim. Visit: https://greatsouthbaycandles.com/pages/shipping-and-returns
My package is lost. What should I do?
On rare occasions package can get lost. 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 are unable to file a claim with the carrier if a package was delivered to an incorrect address.
If I entered the wrong shipping address can it be changed?
Once the order has been placed we are unable to change the shipping address. If the order already 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 the shipping materials we use, 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. If we have shipped your order will are unable to change or cancel it.
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.
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. If you would like a custom gift card amount please visit https://greatsouthbaycandles.com/products/gift-card
Where can I purchase your products?
You may find us at these select stockist locations.
Can I order samples?
We currently do not make samples sizes for purchase.
RETURNS
Do you accept returns?
Certain conditions apply. Visit our return policy for more information. https://greatsouthbaycandles.com/pages/shipping-and-returns
RETAIL OPPORTUNTIES
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 you can fill out our wholesale inquiry form. This helps us 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.
GENERAL QUESTIONS
What type of candle wax do you use in your products?
Our candle wax is made with 100% soybeans and is grown in the United States by American farmers. It is a natural renewable source and carbon neutral. Our wax is not blended with paraffin, palm, coconut or beeswax. We There are no addtional additives in our products.
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. Soy wax has a lower melting point and 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. Candles made with soy wax are a healthier alternative for allergy and asthma sufferers.
Paraffin wax is made from the byproducts from refining crude oil. The petroleum in the paraffin wax releases toxic black smoke and causes excessive black soot around the glass. Soot is unhealthy for oneself and it builds up on surfaces. It will damage your walls, furniture and ventilation duck work. The black soot that is released from paraffin candle wax is extremely toxic to pets, especially birds.
Are your products vegan?
Yes, our wax is plant based. It doesn't contain any animal byproducts or not tested on any animals. Our wax is Kosher certified.
Do you use fragrance oils or essentials oils in your candle products?
We use natural fragrance oils blended with essential oils that are created using natural identical raw materials. They 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. The materials used to create our products are made and directly purchased from manufacturers in the United States. We don't purchase any materials from 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?
We don't offer candle refills.
Can you repurpose the jars and tins?
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. Paraffin wax candles have a translucent appearence. Soy wax does not absorb color very well and have pastel hues rather than bright vibrant colors. Soy wax is softer and not 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.