FAQ
Frequently Asked Questions
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. We're committed to using high-quality, eco-friendly materials in all our products.
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.
Are your candles eco-friendly and non-toxic?
Yes! We use natural soy wax and phthalate-free fragrance oils. Our candles are designed to burn clean without harmful chemicals.
Can I reuse the candle jar?
Absolutely! Once your candle has burned down, clean out any remaining wax with hot water and soap. Our jars make beautiful containers for small plants, office supplies, or bathroom essentials.
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 (within 2-5 business days), we may not be able to make changes.
Shipping & Delivery
How long does shipping take?
Orders are processed within 2-5 business days. Once shipped via UPS, delivery typically takes 3-7 business days within the United States.
Do you offer free shipping?
Yes! We offer free shipping on all orders within the United States.
Do you ship internationally?
Currently, we only ship to addresses within the United States. We hope to expand internationally in the future!
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with a UPS tracking number. 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 arrange for a replacement at no additional cost.
Returns & Exchanges
What is your return policy?
We offer a 30-day return policy on both used and unused candles. To initiate a return, you'll need to request an RGA (Return Goods Authorization) number from us first.
How do I return an item?
Contact us at customerservice@handandoath.com within 30 days of delivery to request an RGA number. Once you receive it, pack your item securely, write the RGA number on the outside of the package, and ship it to the address provided. You're responsible for return shipping costs.
Do you offer refunds or exchanges?
Yes! When you return an item, you can choose a refund to your original payment method, store credit, or an exchange for a different product of equal or lesser value.
Can I return clearance items?
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?
While our candles use non-toxic ingredients, always keep burning candles out of reach of pets and children. 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 [your phone number]. 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.