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Delivery, Returns, Refunds, Cancellations
REGARDING SHIPPING: WE URGE OUR CUSTOMERS TO PLEASE ALWAYS KEEP TRACK OF THEIR ORDERS VIA THEIR ATTACHED TRACKING NUMBERS. WE CANNOT, AND WILL NOT KEEP TRACK OF THE DELIVERY STATUS OF YOUR ORDER. IF THERE IS ANY ISSUE WITH SHIPPING, WE URGE THAT YOU PLEASE CONTACT THE DESIGNATED COURIER (UPS, USPS ETC) FIRST BEFORE INQUIRING WITH US. OUR KNOWLEDGE OF YOUR PACKAGE STATUS WHILE IN TRANSIT IS AS LIMITED AS YOURS. YOU WILL GET THE SAME INFORMATION FROM THEM AS YOU WILL FROM US. THANK YOU KINDLY FOR YOUR UNDERSTANDING :)
REGARDING SHIPPING & SHIPMENT STATUS.
WE WILL NOT ANSWER QUESTIONS REGARDING SHIPPING UNLESS IT MEETS THE FOLLOWING CRITERIA:
1. Order has not shipped out within indicated processing time
(PLEASE KEEP IN MIND WE WORK BY BUSINESS DAYS, AND THE FIRST BUSINESS DAY IS THE DAY FOLLOWING YOUR ORDER. NOT THE SAME DAY)
our most current processing times are always displayed on our website header/banner at the top of the page.
2. Order has somehow shipped with incorrect shipping address.
SHIPMENT DELAYS - Although we wish we had control over each and every shipment, the reality is that courier transit times are sometimes unpredictable. Once a package leaves our hands if any delays occur, we are not responsible. This is especially relevant if you are ordering during a busy season such as any major holiday.
MISSING PACKAGES/ORDERS - If your package goes missing, we will do everything in our power to help you, but please keep in mind there are only so many options we have. If a package is marked as delivered, and it is missing, there is nothing we can do. If a package is lost in transit, we MUST wait at least 15 business days (more or less upon our discretion) to ensure the package is indeed missing, before offering a refund or replacement.
TRANSIT TIMES - Below is a transit time map that estimates the average transit via UPS in BUSINESS DAYS. Keep in mind, this is just an estimate. If you require expedited shipping PLEASE reach out to us personally through our live chat.
REFUND POLICY - All sales are final and non-refundable, with the exception of damaged or defective product. It is up to our discretion what we consider defective. It is the buyer's responsibility to purchase a sample lid or other sample Dulceria product before making a bulk purchase to ensure satisfaction. By default we DO NOT reach out to customers to provide sample engravings for lids, so a sample is highly recommended.
REGARDING FRAGANCE OILS: We will NOT refund or replace fragrance oils. It is the customers responsibility to purchase a 2 oz sample to determine if the fragrance is something that they like. Oils are best used within 6 months to a year, however, Dulceria Candle Supply does not warranty, nor guarantee our oils will last any specific amount of time. All of our stock is poured, and sold fresh, to include being stored properly in a cool and dark setting to ensure the highest quality product.
ORDER CANCELLATION - Orders can only be modified THE SAME DAY IT IS PLACED. WE WILL NOT MODIFY ORDERS BEYOND THE DATE IT IS PLACED. Please contact us immediately either via chat or our contact us page. If your order has already been packaged then you will be charged a 30% restocking fee.
PRODUCT REPLACEMENT POLICY - Please inspect your order upon reception and contact us within 72 hours if you find an item is defective, damaged in shipping or if you receive an incorrect item, so that we can evaluate and issue a replacement or credit. We will be unable to honor a request after this timeframe. Dulceria Candle Supply LLC reserves the right to request return of product or a sample for inspection prior to issuing a refund.
INCORRECT ADDRESS POLICY: It is the customers responsibility to check addresses before placing an order. If an invoice is sent to you, it is still your responsibility to check shipping/billing address. Please CONFIRM when an invoice is sent to you that the address on it is CORRECT. If you accidentally submit an order or invoice with an incorrect address and the package is returned/rejected, then we will send a pay link for re-shipment. If you do not pay the re-shipment cost then your order will be cancelled minus the original shipping fee.
REGARDING FIT, SHADE VARIATIONS IN STAIN COLOR AND ENGRAVING VARIATIONS. DULCERIA Candle Supply, LLC will not issue refunds based on variations in fit. We create all of our custom fit lids to universal measurements and have no control over manufacturers of the dozens of vessel lids we create. DULCERIA Candle Supply LLC will not issue a refund due to shade variations in color of stain. We use natural pine and sometimes stains are 1-3 shades in difference, this is the nuance of using natural pine. DULCERIA Candle Supply will not issue a refund to to slight variations in engraving color or darkness/lightness. We maintain engraving settings for every individual customer and will always strive to achieve the most consistent look possible, but due to factors such as wood age, dryness or moisture content, we cannot ever guarantee a certain engraving color. DULCERIA Candle Supply LLC will not issue refunds due to gaskets not being perfectly placed; our lids are put together by hand and sometimes will be off center by 1-2mm. These are generally not noticeable to the human eye and do not effect the final look drastically in any way. REGARDING LOGO QUALITY AND HOW IT TRANSLATES TO ENGRAVING It is the sole responsibility of the customer to upload a high resolution JPEG or PNG to the content manager. PDF's and SVG's can be emailed to us at support@dulceriacreations.com. If your logo is extremely busy, layered, watercolor, grayscale, a screenshot, or low resolution (blurry), DULCERIA Candle Supply LLC does not heavily modify your image. If the graphic is poor then the engraving as a result we be of poor quality. Part of how we pass savings onto our customers is by bypassing the setup process so we keep our setup time to a minimum for each order. If you need further design services these can be billed separately via invoice.