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Village Craft & Candle Support

<p>If you are having problems with any of our products, one of our representatives would be happy to give you some assistance - simply reach out to us at our <a href="https://villagecraftandcandle.com/pages/contact-us">Contact Us</a> page. Because there are many variations in formulation and technique, we ask that you first fill out our Technical Support Form (attached to this article) as best as you can and submit it with your contact inquiry. This will give us a starting point for figuring out how to resolve your issue. Including photos can be very helpful as well. Please note that we are only able to offer technical support on products that have been purchased from Village Craft and Candle.</p><div class="fr-deletable gorgias-file-attachment__wrapper" contenteditable="false"><div><i class="material-icons">attach_file</i> <a class="gorgias-file-attachment__anchor-name" href="https://uploads.gorgias.io/RdOkb7ovDb2VXGNr/Technical_Support_Form-2191b5fd-e437-4da6-961d-4b503a6c89ba.pdf" rel="noopener noreferrer" target="_blank">Technical_Support_Form.pdf</a> <span class="gorgias-file-attachment__span-size">116.5KB</span></div><i class="material-icons gorgias-file-attachment__close-icon">close</i></div><p><br></p><p><br></p>

If you are having problems with any of our products, one of our representatives would be happy to give you some assistance - simply reach out to us at our Contact Us page. Because there are many variations in formulation and technique, we ask that yo

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

Candle Making 101

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

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?

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?

Fragrance Oil

Can I add something to my existing order?

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?

Labour Disruptions - November 2024

Holiday Fulfillment Schedule 2024

Ordering Process & Support

What payment methods are accepted?

What is Sezzle?

What is Splitit?

Payments & Providers

How much is shipping?

When is your shipping department open?

If I order today and pay for 1 day shipping, will I get my order tomorrow?

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 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

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

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

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

I'm having some problems with my candles, can someone help me troubleshoot?Updated 2 years ago