FAQ
Find answers to common questions about Hand & Oath candles, ordering, shipping, and more. Can't find what you're looking for? Contact us and we'll be happy to help!
About Our Candles
What are your candles made from?
Our candles are handcrafted using premium soy wax and carefully selected fragrance oils. Our core collection comes in 8 oz black tins.
How long do your candles burn?
Burn time varies by candle size. With proper care and trimming the wick before each use, you can expect optimal burn time and performance from each candle.
What fragrance oils do you use?
We use phthalate-free fragrance oils. Follow the candle safety label and care instructions whenever you burn a candle.
What containers do your candles come in?
Our core candles come in black tins with a lid label. Browse the full soy candle collection to find your scent.
Ordering & Payment
How do I place an order?
Simply browse our collection, add items to your cart, and proceed to checkout. You'll need to provide shipping information and payment details to complete your purchase.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment methods available at checkout.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us immediately at customerservice@handandoath.com. Once an order enters our processing queue (typically within 1-3 business days), we may not be able to make changes.
Shipping & Delivery
How long does shipping take?
Orders are typically processed within 1-3 business days. Economy delivery is estimated at 5-7 business days and standard delivery at 3-5 business days after shipment. See our shipping policy for details.
Do you offer free shipping?
We offer free shipping on orders over $75. Shipping charges for other orders are shown at checkout.
Do you ship internationally?
Currently, we only ship to addresses within the United States.
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with tracking information. You can use this to monitor your package's journey to you.
What if my package is lost or damaged?
If your order arrives damaged or doesn't arrive at all, please contact us immediately at customerservice@handandoath.com with photos (if damaged) and your order number. We'll review the issue and help resolve it.
Returns & Exchanges
What is your return policy?
You have 30 days after receiving your item to request a return. Eligible items must be unused, in their original packaging, with proof of purchase. See our return policy for full conditions.
How do I return an item?
Contact customerservice@handandoath.com before sending an item back. If your return is accepted, we provide a prepaid return shipping label at no cost to you and instructions for returning it.
Do you offer refunds or exchanges?
Approved refunds are issued to your original payment method. For an exchange, return the eligible item first and place a separate order once the return is accepted. See our return policy for timing and details.
Can I return sale items or gift cards?
Unfortunately, clearance items are final sale and cannot be returned or exchanged.
Candle Care
How do I get the best burn from my candle?
For the best results:
- Trim the wick to 1/4 inch before each use
- Allow the wax to melt to the edges on the first burn (usually 2-4 hours)
- Don't burn for more than 4 hours at a time
- Keep away from drafts and flammable materials
- Never leave a burning candle unattended
Why is my candle tunneling?
Tunneling happens when the wax doesn't melt to the edges. This usually occurs if the first burn wasn't long enough. Always allow the wax pool to reach the edges of the container on the first burn to prevent tunneling.
How should I store my candles?
Store candles in a cool, dry place away from direct sunlight. This helps preserve the fragrance and prevents discoloration.
Is it safe to burn candles around pets?
Keep burning candles out of reach of pets and children, on a stable, heat-resistant surface. Never leave a burning candle unattended.
Contact & Support
How can I contact customer service?
You can reach us by email at customerservice@handandoath.com or by phone at 432-247-1048. Our hours are Monday - Friday, 9:00 AM - 5:00 PM CST. We typically respond within 1-2 business days.
Do you have a physical store location?
We currently offer online-only sales
Do you offer wholesale or bulk orders?
Yes! We'd love to work with you on wholesale or bulk orders. Please contact us at customerservice@handandoath.com with details about your needs and we'll provide pricing and availability.
Still have questions? We're here to help! Contact us anytime.