HEAT PRECAUTIONS

​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 email us with any questions about shipping in heat.

 

ORDER PROCESSING TIMES

Most orders ship within 3 business days, but we ask you please allow us up to 3 - 5 business days to ship your order. In our peak holiday season (October through December) orders may have extended processing times of up to 7 business days.

Order processing time is the time between when an order is placed by a customer and when the order is fulfilled by the business. Orders that require shipping are considered fulfilled when the business gives the shipment to a shipping carrier for delivery. These processing times do not include the amount of time your package will be in transit with the shipping carrier.

We may not be able to modify an order once it is placed. Shipping charges and expected delivery dates are displayed in your shopping bag at the time of your order. This information also appears in your order confirmation email. You will receive a tracking number once your order is shipped.

 

SHIPPING OPTIONS

We only ship to the United States and Canada, via USPS Priority Mail, UPS or FedEx. Some carriers may require a phone number for select services.

At this time we are not shipping to APO or FPO military addresses.

 

LOST, STOLEN, & DAMAGED ORDERS

If your package was marked as delivered, but you haven't received it, we ask that you please wait 3 business days before reaching out to us.

Many times when this happens, the package is still on the delivery truck, or it was dropped off at the wrong address. If your package does not arrive three days after being marked as delivered, please email us at DesertGlowLLC@yahoo.com and we will make sure you get your order. 

 

Returns/ Exchanges 

Candles and wax melts: All candle purchases are final. We will be happy to work with you to help troubleshoot any candle issue that you may be having. Please inspect your order carefully when you receive it. All of our candles are thoroughly inspected before they are shipped to ensure you receive the best possible product. 

 If your candle is damaged please email us at DesertGlowLLC@yahoo.com within 2 days of receiving it.

 

Used candles and opened oils, lip balms, and soaps cannot be returned or refunded, except in case of product defect. This also includes partially used wax melts. Product defect does not include scent strength of the product, or dislike of the scent. We clearly state that our products are lightly scented in comparison to fragrances and should not be expected to fill a room with scent. As much as we want you to love our scents, we can not guarantee that you will love all of them!

PRODUCT DEFECT

If your product appears to be defective, please include photos or video, along with a description of the issue you are experiencing. Items that are determined to be defective will be replaced or a store credit will be issued. 

Note: Product defect does not include the strength of a scent of the product. We clearly state that our products are lightly scented and should not be expected to fill a room with scent. 

MISSING OR INCORRECT ITEMS

We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with missing or incorrect items. Please include photos of any incorrect items to help us resolve the issue for you quickly. 

DAMAGED ITEMS

We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with damages. Please include photos of the damaged items, as well as the box your order arrived in, to help us resolve the issue for you quickly.