Email Support - Responses typically within 1 Business Day. 
Customer Support hours are Monday-Friday, 9am-5pm EST

Home

Resources 

Village Craft & Candle Support

<p>Need to make a change? Things happen, and we&apos;d like to help support as best we can. All orders are fulfilled within 2-3 business days of being placed. Requests sent within this time have a much higher likelihood of being able to be adjusted than after. Please note that change requests are not guaranteed, and are to be confirmed with a support agent. Reach out to us via Live Chat or our Contact Us page with your Order number, email address, and specific changes as soon as possible!</p>

Need to make a change? Things happen, and we'd like to help support as best we can. All orders are fulfilled within 2-3 business days of being placed. Requests sent within this time have a much higher likelihood of being able to be adjusted than afte

Can I add something to my existing order?

Ordering Process & Support

I'm new to candle making and I don't know where to start, can someone help me?

I'm having some problems with my candles, can someone help me troubleshoot?

How do I choose the right wick for my candles?

Which of your soy waxes can be used in molds?

Do you have any waxes that can be used for molded candles?

Is there somewhere I can connect with fellow candle-makers?

What are the best soy waxes for candle molds and are they available without paraffin?

Will you be restocking palm wax and air freshener blanks?

Candle Making 101

How can I smell your fragrance oils before I purchase?

Can I buy fragrance oil in bulk?

I don't like the smell of the fragrance oil I bought, can I return/exchange/get a refund for it?

Are your fragrance oils vegan and cruelty free?

What is a "Flashpoint" and how does it relate to candles?

What are Phthalates?

What are parabens?

Why isn't my 450ml bottle filled to the top?

Why are some bottles of the same fragrance darker/different colour than others?

What is an SDS sheet?

Can I request an IFRA or SDS for a fragrance before purchase?

What does it mean when a fragrance is 'reformulated'?

What kind of considerations should I take with oils that have low flashpoints?

Are your fragrance oils pet safe?

Fragrance Oil

Cosmetic Ingredient Considerations

Solubilizers: Polysorbate 20 Explained

Bath & Body Frequently Asked Questions

Bath & Body

How long will it take to process my order?

I'm not able to place my order online, can I call my order in?

I'm having an issue completing my order, can someone help me?

Can I buy multiple smaller quantities of a product for the price of the larger quantity?

I need my order ASAP! Will you rush my order?

Products that I want are out of stock, when will they be back in stock?

I placed an order, why didn't I receive an order confirmation?

Can I pick up my order to save on shipping costs?

Why can't I find my order?

When will out-of-stock items be restocked?

Can I change my order before it has been shipped?

Can I change the shipping address for my order if it hasn't been dispatched yet?

How do I update the email associated with my account?

How can I merge two accounts that I have with your online shop?

What payment methods are accepted?

What is Sezzle?

What is Splitit?

Shop Pay Instalments FAQ

Why can't I find Sezzle as a payment option in checkout?

Payments & Providers

How much is shipping?

When is your shipping department open?

What is your Order and Shipping Lead Time?

Why does it say you don't ship to my location?

My order says that it has been shipped, why did I not receive tracking information?

My order arrived damaged or incomplete, who do I contact about this?

Do you ship outside of Canada?

Where do you currently ship to?

Shipping & Fulfillment

What is your return policy?

I don't like the smell of the fragrance oil I bought, can I return or exchange it?

I received the wrong item in my order, how do I return it and get the correct item?

What happens if items in my order are incorrect or missing?

Returns & Exchanges

How to Make Your Own Room Spray with Essential Oils

How to Make Your Own Room Spray and Diffusers with Fragrance oils

What is the shelf life of the bases?

Are the bases clear or cloudy?

Which Diffuser vessels come with a lid or stopper?

Aromatics and Diffusers

What is the MyVillage Loyalty Program?

How many points do I earn by making purchases?

How do I redeem my points for discounts?

How do I redeem my reward points if I'm having issues logging in?

Do you offer an Affiliate program?

MyVillage Loyalty Program

What is VCare Shipping Protection?

How does VCare work?

How does Village process refunds or reorders with VCare

When Should I File a Claim?

What if My Order Never Arrives or is Stolen?

What if My Order Arrives Damaged?

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

What are VCare's Terms and Conditions?

What if I choose not to take VCare, and my order arrives damaged?

VCare Shipping Protection

What is VShip?

What shipping carriers are used with VShip?

Why is VShip not free on my order of over $599?

VShip Program

Where are you located?

About Us

How and when can I speak to a customer representative?

Do you have a physical store I can visit?

What are your Holiday hours for 2023?

Hours of Operation

Can I add something to my existing order?Updated 6 days ago