FAQ

WHAT IS YOUR RETURN POLICY?

We are careful to package your purchase in bubble wrap but sometimes the transit is rough. It happens. If you have selected an insured shipping option, we will file a claim with USPS to get reimbursed for the shipping and damages. While we are not responsible for USPS handling of packages, we will work with you remedy the situation and replace your damaged items. Photos showing the extent of the damage will help us. We will replace your candle but there will not be a refund. Please email proof of damage to kaptivekandles@gmail.com with your order number.

Please be aware that we are not responsible for packages that have been marked as delivered but its appears the package may have actually been stolen. 

There are a few emails that are sent to make sure you're aware your package is on the way. Please contact us within 24 - 48 hours if you receive confirmation that your order is delivered but do not receive package.

If we decide to resend your lost or stolen package, you are required to cover the shipping costs associated with re-sending the package. 

There are also instances where Carriers is holding the package for pickup or re- delivery but incorrectly marks and does not leave a notice. Check with your local selected Carrier to see if they are actually holding your package for pickup. Unfortunately, most carriers will not allow you to file a claim as they have fulfilled their duty to deliver the package. You will need to file a complaint with the Carrier Inspector that investigates mail theft and file a police report with your local police department to notify them of the theft.

WRONG ADDRESS

If you've provided the wrong ship to address, it's possible that you can submit a request to intercept a package via:

USPS, 

Fedex, 

UPS

We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address before your package is ready to ship but it can difficult to intercept a package that is already in transit. 

You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS as not deliverable / return to sender. 

Use the Carrier link above to see if your package is eligible for an interception. 

WHY IS THERE OIL LEFT ON THE INSIDE OF MY CANDLE JAR?

Soy wax is a more oily wax, so it is normal to have oil looking streaks in the side of the candle holder or container.

WHICH PAYMENT METHODS DO YOU ACCEPT?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it was the first time you were visiting the site, you’d understand your answer.

WHY DOES MY CANDLE LOOK LUMPY AT THE TOP OR FROSTY?

 Frosting is a natural characteristic that’s unique to pure soy candles. It’s part of the soy experience! Often times the frosting of a soy candle is called the “bloom,” and it’s not a flaw. In fact, many customers become concerned if there is no frosting on their soy candles. It is a way that you can always tell if your candle is really made with pure, all-natural soy wax.

100% soy candles are not only higher quality than paraffin candles but also provide a cleaner burn, making them healthier for humans and pets to be around. 

HOW LONG DOES YOUR CANDLES LAST?

Approximately 70 Hours for our Large Candles

WHAT IS PHALATE?

Phthalates, or phthalate esters, are esters of Phthalic acid. They are used to dissolve raw materials when making fragrance oils. They have been used for many decades in pharmaceuticals, household and industrial products. Recently, there have been concerns that high levels of Phthalates can cause a lot of health issues. It is not clear whether the levels that people encounter cause adverse effects, but it is better to be safe than not.
KAPTIVE KANDLES DOES NOT HAVE DIBUTYL- PHTHALATES IN OUR FRAGRANCE OILS!

WOOD WICK SAFETY...

  • When lighting your Wood Wick candles for the first time, make sure to light the entire way across the wick to allow for an even burn.

  • Most other candles are recommended to burn for a maximum of 2 hours. With Wood Wick Candles it is suggested to burn for 3-4 hours to ensure the melted wax reaches the edges of its container.

  • Give enough time for the candle to completely cool before relighting.

  • Trim the wick to 1/8 of an inch and remove all the wick trimmings before each new use.

  • Set candle on a burn free surface and keep away from pets and children.

  • It is also strongly recommended to avoid setting the candle near vents or open windows to prevent drafts catching the flame or prematurely blowing the candle out.

  • Wood Wick Candles should be smoke free but if your candle is smoking it is likely in a drafty area and should be moved or the wick should be trimmed.

DO CANDLES EXPIRE?

The general rule of thumb is to burn a candle within a year of opening it. While a candle can be stored for a long time, any scent or dye will eventually degrade. If you do decide to store candles, wrap them in cellophane and store them in a cool, dry place. This will keep moisture, light, and air from affecting them.

WHY DO CANDLES LIGHTS FLICKER?

When a candle is burning, it is heating the air around the wick. That warm air rises, and cool air rushes in around the base of the flame. A candle flame may flicker when first lit because the combustion reaction is stabilizing. Any subsequent flickering is due to the flame getting too little or too much air or fuel — most likely caused by lack of ventilation or gusts of air.

WILL CANDLES MELT IN THE CAR?

Yes! Candles will start to melt around 110F.

WHY TRIM YOUR WICK EVERYTIME BEFORE BURNING MY CANDLE?

Trimming the wicks is very important. Trimming the wicks will keep the candle burning without any black soot and it will give your candle a longer burn time. Here is what happens when you do not trim the wicks properly. When a wick gets too long it cannot draw wax all the way up to the top of the wick. Therefore, the wick itself will start to burn. Even with Kaptive Kandles' 100% cotton wicks and wooden wicks and petro-soot free Soy Wax, you will see some soot .So keep those wicks properly trimmed and your candle will burn petro-soot free!!

WHY DO I SEE SOOT ON MY JAR?

Soy wax burns clean with no petro-carbon soot which is found in paraffin wax (a petroleum byproduct). Petro-soot is harmful and contains many toxins and again is only found in petroleum products. A small amount of soot is a normal by-product of burning, whether you are cooking on the stove, burning a fire, or a candle. It is not toxic. You can dramatically diminish the amount of soot given off by keeping the wicks trimmed short. In fact, you can diminish it so much that you won’t even see it. Interestingly enough, if you keep the wicks trimmed on a paraffin candle you will always see black soot on the jars and in your house because again this is petro-carbon soot.
So in short, if you are seeing soot on your jars you are not keeping your wicks trimmed short enough.

WILL YOUR CANDLES WORK FOR AN OPEN FLOOR PLAN?

Each open floor plan house has different results. Some get great results with 1 candle, some need 2 or 3 candles. Understand it is more difficult to fill open floor plan homes since the scent has to continue to travel and as the scent spreads over large areas it will get less intense. So, you will have to try to find out!

WHAT ARE YOUR CANDLES MADE OF?

Our scented candles are made with all-natural soy wax, braided cotton wicks/ wooden wicks, and dibutyl-phthalates free scented oils. Just wax, wick, and scent with no other additives or dyes.