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

Home

Resources 

Village Craft & Candle Support

VShip is a domestic shipping incentive you can earn while shopping for your supplies on Village Craft &amp; Candle. All regular Canadian domestic orders* over $399 before taxes and shipping will earn free shipping on all products on their order, excluding Wax products. While the value of the wax can contribute to your overall cart total, to qualify for the minimum threshold, shipping for wax products will be calculated and quoted separately from your other products.&#xA0;*Bulk/Wholesale orders are excluded from VShip

VShip is a domestic shipping incentive you can earn while shopping for your supplies on Village Craft & Candle. All regular Canadian domestic orders* over $399 before taxes and shipping will earn free shipping on all products on their order, excludin

What is VShip?

VShip Program

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?

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?

Candle 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?

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?

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?

VCare Shipping Protection

What shipping carriers are used with VShip?

Why is VShip not free on my order of over $399?

Where are you located?

About Us

What is VShip?Updated 9 months ago