HELP CENTER
You asked, we answered
Looking for more info about one of our products, services, or a pending order? Check out our list of frequently asked questions below for some quick answers. If you can’t find an answer, please get in touch with us and we will get back to you as soon as possible.
DO YOU SELL GIFT CARDS?
At the moment Color Puppy, LLC is not offering gift cards. But please check back from time to time because this is definitely something we want to do. We would love to hear from you as well.
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CAN I HAVE MY ORDER GIFT WRAPPED?
Color Puppy, LLC will deliver your personal candle in a standard shipping package for practical reasons. However, enclosed in each box is a lovely note card that hopes to inspire, a personalized thank you card, and upon request, a gif tag along with Your Color Puppy's colors, gorgeous tissue paper. We hope the accompanying box will be sufficient to "gift" to whomever your heart desires.
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DO YOU OFFER SAME-DAY DELIVERY?
Sadly, Color Puppy, LLC does not offer same-day delivery. We strive to deliver the highest quality product to you. That means hand-poured, sourced from the best ingredients, delicate care to packaging, and an appropriate cure time. To that end, regular USPS shipping is used so that we can cut costs and produce a high-quality product, thereby passing the savings to you.
?HOW LONG BEFORE MY ORDER SHIPS
Orders placed before noon will processed and shipped that same day. Orders received after noon will be processed and shipped the next business day.
IS THERE A LOCAL PICKUP OPTION IF I AM NEARBY AND WANT TO SAVE ON SHIPPING?
Sadly, this option is not currently available. We do apologize for the inconvenience.
WHAT KIND OF WAX TO YOU USE?
Different wax blends are used to maximize the burn effect consisting of soy, bees, and coconut waxes. Each candle will have the specific ingredients listed on the label.
WHAT KIND OF WICKS ARE USED?
Wicks are determined based on the item with regard to vessel size, wax blend, and may consist of cotton and/or wood blends to maximize scent throw, melt pool, and burn time. No LEAD wicks are used having been banned in the U.S.
MY CANDLE LEAVES LOTS OF WAX ON THE SIDES OF THE CONTAINER AFTER BURNING. WHY?
A bit of wax residue is normal, especially toward the top and middle, and it should catch up. Overall this is normal. The candle should be set on a flat surface to prevent "running" and for safety reasons.
WHY DO CANDLES SUGGEST DISCONTINUING USE WHEN THE WAX IS A HALF-INCH FROM THE BOTTOM OF THE CONTAINER?
This is an issue of safety. The glass container becomes hot as the wax is burned off and it can lead to cracking of the container. All candles should be burned on heat-resistant surfaces.
CAN I REUSE OR REFILL MY CONTAINER WHEN THEY ARE EMPTY?
The glass becomes weakened over time, so we do not recommend reusing the container for another candle. Other uses, such as a "holder" for odds and ends around the house, would be acceptable, but caution if the glass is damaged.
WHAT IF I DO NOT LIKE THE SCENT OF THE CANBDLE AFTER I RECIVE IT? CAN I RETURN IT FOR A DIFFERENT SCENT?
Unless there is a defect per the return policy, we do not offer exchanges. Each candle is crafted with a specific formula based on the container, wax, wix, and scent used, but as everyone has a differing sense of smell, it may well "smell" different to each individual.
IS THERE A DANGER MY CANDEL COULD BE PARTIALLY MELTED WHEN IT ARRIVES?
Yes. Unfortunately, Soy Blends are prone to melting in hot temperatures experienced during shipping, especially during busy times.
WHY DOES MY CANDLE, AT TIMES, GET PUFFS OF SMOKE COMING OFF THE WICK AND FLAME?
The wick may not be trimmed properly. Drafts can also contribute to this issue.
THERE IS A MUSHROOM BLOOM HEAD ON THE WICK AFTER BURNING, WHY?
It is called a carbon build-up and can happen with any kind of wick or wax and is likely to happen in highly fragranced candles.
Will Temperatures Affect My Candle?
Yes. Ideally, the storage temperature should be between 50°F (10°C) and 75°F (24°C). Storing soy candles in a hot or humid environment can cause them to melt or develop "sweating" (condensation of fragrance oils). Changes in temperature during shipping can also affect soy way, creating what appears to be a pulling from the side. This will adjust as temps return to ideal.