Lux
Luxury, handcrafted with care
FAQ
Have questions? Find your answers here.
FAQ -FIND ANSWERS TO YOUR QUESTIONS
Free Flexship Shipping
At Lux Candles & Melts, we’re committed to making your shopping experience seamless. Enjoy free shipping on eligible Canadian and U.S. orders, with flat-rate shipping starting as low as $5!
Shipping Rates:
Free Shipping: Orders over $99 CAD in Canada (excluding PO Boxes & territories) and orders over $99 USD in the contiguous United States (excluding PO boxes, Hawaii, and Alaska).
Flat Rate Shipping: For orders between $69 – $99: flat rate shipping starts at $5. Exact rates for your province/state calculated on the cart/checkout page. For
Canadian orders under $69 qualify for flat rate shipping starting at $11, except PO boxes, where discounted shipping rates will apply.
International Shipping:
We currently only ship to Canada and the United States. We’re working on expanding our options to offer international delivery in the future.
Taxes and Duties:
Canadian Orders: All Canadian orders are subject to applicable taxes (GST, HST, or provincial tax).
U.S. Orders: No taxes are applied to orders shipped within the U.S. However, customers are responsible for any duties, customs fees, and taxes incurred upon delivery.
Shipping Policies:
Accurate Shipping Information: Please ensure your shipping address is correct before placing your order.
Reshipping Fees:
If an order is returned due to an incorrect or undeliverable address given by you, a 10% return shipping fee will apply, and you will be responsible to pay to have your order reshipped.
Enjoy fast and reliable shipping from Lux Candles & Melts!
Q: How do I track the status of my order?
Once your order has shipped, we will send you a notification that will include tracking information. You can also log into your account page to view your tracking information.
Q: What are your processing times?
Current processing times from when your order is placed to being ready for shipping are usually 1-3 business days. During peak seasons, processing times can take 3-5 business days. Shipping times depend on the location and method of shipping chosen.
Q: Can I change or cancel an order after I’ve submitted it?
While we strive to accommodate changes and cancellations, it may not be possible to do so once your order has been processed and shipped. If you need to make a change, please contact us immediately. A 10% restocking fee may apply for cancelled orders.
Q: Will my items come in one package?
Typically, all orders will be shipped in a single package. However, in some cases, we may need to ship your order in multiple packages due to backorders or fulfillment center constraints.
Q: Do you ship to my country?
We currently only ship to Canada and the United States. International shipping is under development and will be available soon.
Q. My order was returned to us, now what?
If a package is returned to us due to reasons other than our error (e.g., incorrect address), a 20% restocking fee will be applied. Additionally, the customer will be responsible for the cost of reshipping the item.
We will not reship the item until full payment, including the restocking fee and shipping cost, has been received. If the order is abandoned we will issue a refund for the amount less the 20% restocking fee, and return shipping fee, if applicable.
Q: Will the courier deliver my package to my apartment or suite?
A: While we do our best to ensure smooth delivery, we cannot guarantee that couriers will deliver directly to your apartment or suite. Couriers follow their own guidelines, which may vary, especially for multi-unit buildings. If your building has a designated courier box, please provide that information when placing your order. Should the package be returned to us due to failed delivery attempts, you will be responsible for return shipping costs and a restocking fee.
Q: What is your wax made of?
We use 100% pure North American soy wax, a sustainable and eco-friendly choice. Soy wax burns cleaner and longer than traditional paraffin wax, with less soot and a stronger scent throw.
Q: Do you use lead wicks?
Absolutely not! We only use high-quality, lead-free cotton or paper cored wicks. These wicks ensure a clean, even burn and prevent the release of harmful toxins.
Q: Are your candles organic?
While we cannot certify our candles as organic due to the hydrogenation process used in soy wax production, our wax is made from natural, USA-grown soy beans. We strive to use the highest quality, sustainable ingredients in our products.
Q: Does Luxsray test on animals?
We are proud to be a cruelty-free and vegan company. All of our products, including our raw materials, are never tested on animals.
Q: Are your products made in Canada?
Yes, all of our soy products are made in Ontario, Canada.
Q: Why do you use soy wax?
Soy wax is a renewable resource grown in North America. It burns cleaner and longer than traditional paraffin wax, and it is biodegradable. Soy wax is also a better choice for the environment and your health, as it does not release harmful toxins into the air.
Q: Is there a proper way to burn your candles?
Yes, there are a few tips to ensure your candle burns cleanly and efficiently. Always trim your wick to 1/4 inch before each burn. Allow the wax to melt completely across the top before extinguishing the flame to prevent tunneling. Avoid placing your candle on sensitive or uneven surfaces, and discontinue burning when about 1/2 inch of wax remains.
Q: What are some general safety tips for burning soy candles?
Here are some important safety tips to keep in mind when burning soy candles:
- Never move or leave candles unattended while burning.
- Re-trim the wick to 1/4 inch before every use.
- Burn soy candles long enough to ensure an even burn pool.
- Discontinue use when only 1/2 inch of wax remains.
- Burn in a draft-free area, and away from children and pets.
- Keep soy candles out of direct sunlight and away from heat sources.
- Always place soy candles on or in a non-combustible, heat-resistant base set on a level, stable surface.
By following these safety tips, you can ensure a safe and enjoyable candle-burning experience.
Q: How does the Lux Candles & Melts rewards program work?
A: With our rewards program, you earn points on every purchase that can be redeemed for discounts and exclusive perks. For full details on earning and redeeming points, visit our Rewards Page.
Q: What payment methods do you accept?
We accept all major credit cards, Apple Pay, and Google Pay. Bank payments can be made using Apple Pay or Google Pay. We are unable to manually accept credit card payments at this time.
Q: Will you keep my credit card information on file?
We do not store any credit card information on our website. We use secure payment processing solutions to process all of our orders.
Q: What should I do if I entered an incorrect shipping address?
If you made an error in your shipping information, please notify us immediately and provide the correct information. You may also need to log in to your account page and make the necessary change there.
Q: Can I pre-order an item that is sold out?
Unfortunately, we currently do not allow pre-orders for sold-out items.
Q: What is your returns policy?
All of our products are carefully inspected before and during shipping. If you receive a damaged or defective product, please contact us within 3 days of delivery. We will investigate the issue and determine if a refund is applicable. Please note that due to extremely high shipping costs, we do not offer product replacements. All refunds will be put back onto your original payment method.
Q: How do I receive customer support?
You can contact our customer support team via live chat (coming soon) or email.
Q: Do you charge tax?
As a Canadian company, we charge the appropriate sales tax required by each province. For USA customers, you may be required to pay duties, taxes, or fees imposed by your country.
Q. Why don’t we have a phone number?
We have chosen to focus on providing exceptional customer service through our digital channels. As an internet-based company, we believe that this approach allows us to allocate our resources more effectively towards ensuring the highest quality products and providing timely responses to your inquiries. By offering support via email and chat, we can address your questions efficiently and effectively.
REACH OUT TO US
Submit a Request
Need help? Have a question or comment? Submit a request and we’ll get back to you as soon as possible. Please include your order number (including Amazon order number if applicable).
Live Chat
For the quickest response, submit an online request. Live chat is also available, but please note that online requests allow us to provide more thorough assistance and faster response times.