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Kaptive Kandles accepts orders 24 hours a day, 7 days a week and we ship Monday-Friday, excluding Holidays.

Orders are processed in the order they are received and sent via USPS Priority Mail, Fed Ex, or UPS (depending on which delivery option you choose) from Waco, Texas. Since our products are handmade we cannot ship Priority Mail Express.

Mail carrier transit times vary from state to state but. During the busy fall/holiday season, you may experience delays that are out of our control. 

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ORDER PROCESSING

Orders are usually processed within 2-5 business days from the time the order is placed. The order ship date does not count as a day in transit. Also, a common misconception is that choosing USPS Priority Mail means your package will ship in two business days. Please note: USPS transit times are not a reflection of our production time. 

Due to the high volume of orders especially during the fall/ holiday/winter season, you may experience extended processing times up to 7-10 business days. 

Orders that contain a different shipping address from the billing address may be subject to review, in which case the customer will be contacted. This can delay shipping time. Also, our system tracks your IP address so orders placed at a IP location that is different from the billing address are subject to review, in which the customer will be contacted.

 

SHIPPING RATES

Shipping Rates are based on your shipping address and the weight of your order. Depending on the weight of your order, your package will be sent via a tracking service provided by the carrier you have selected.

Unfortunately, we do not prefer to ship Parcel Ground without insurance due to issues with lost packages and they are not insured. This prevents us from filing claims when packages are missing resulting in loss of product as well as having to resend packages due to USPS error. Insured packages such as USPS Priority Mail, may cost more but they offer us a chance to file a claim to locate missing packages. 

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SIGNATURE CONFIRMATION

Depending on the shipping option you choose, you may be required to provide a signature confirmation at the time of delivery. If a signature is required, expect USPS to leave a notice of attempted delivery on your door or mailbox. Please make arrangements to follow the directions provided on the note.

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APO or FPO ADDRESSES

For APO or FPO addresses, please expect a delay. This mail is delivered through a joint effort between USPS and the Military Postal Service that requires packages to go through customs. Transit times depend on operational conditions as well as the unit of the addressee. 

Please note that we are not responsible for packages that are lost, stolen or damaged during transit but we take responsibility because we know it sucks. We will work with you to replace your items  

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DAMAGED  PACKAGE

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.

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 LOST OR STOLEN PACKAGES 

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.

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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. 

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 TIPS FOR YOU 

If you have any concerns that your package could be stolen while you're away from home, please submit a request via the Carrier links above. In many cases, even when you leave a note on your mailbox for the postal worker to not leave packages at your door, they leave them anyway. 

Also, feel free to contact us and request that we send the package at a later date. We can hold the package for Thursday mail date to ensure that it delivers to you on the weekend while you're home.

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