FAQs
How long do soy candles last?
All candles should only be burned for no more than 4 hours at a time, our 11 oz Candles have approximately 50 hours of burn time. Our 20 oz candles have approximately 75 hours of burn time.
What if I am sensitive and/or have allergy flare ups due to certain scents?
Our candles are hand-poured using 100% pure soy candle wax and all cotton wicks. Better for your health and the environment as they produce very little to no soot, no harmful chemicals, and very little to no emissions.
When do you ship items?
All orders are shipped between Monday-Wednesday. If you place an order anytime after 2 P.M. Wednesday, that order will not be shipped until Monday. We do this to ensure products are not sitting over the weekend with postal carriers due to melting points.
What is the processing time?
Orders are shipped within 3-5 days of when the order is received if the items are in stock, and delivered via USPS within 2-3 days.
If my item(s) arrives damaged or defective, what do i do?
Customer satisfaction is VERY important here at Cloud 9 Candle Co. Please contact us with in 3 days of receiving your item(s) if they arrive damaged or defective. We work endlessly to ensure you receive the best quality, but we do understand that things happen. Send a photo of the damaged product as well as the packaging to our email address sales@cloud9candleco.com, we will respond in 24-48 hours to help you resolve the issue.
What is Cloud 9 Candle Co. refund & exchange policy?
If you are unsatisfied with a product refunds or exchange requests must be made within 5 days of the delivery date. Your item must be in the original state of arrival and you must contact us and we will work process your request in 24-28 hours.
Should you need to exchange a product YOU will be responsible paying your own shipping costs and ensuring it is properly packaged. When shipping you should consider using a trackable shipping service or purchase shipping insurance as we do not guarantee that we will receive your returned item. Shipping costs are non-refundable.
IF you receive a refund, the cost of the return shipping will be deducted from your refund.
What's next for Cloud 9 Candle Co.?
We have a lot in store for you! Continue to visit our website and social media for new products and updates!
I have a question that is not listed, who should I contact?
If you have any additional questions please email us at info@cloud9candleco.com