Refund Policy, Ordering & Returns

FREQUENTLY ASKED QUESTIONS-ORDERS-RETURNS 

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GENERAL ORDERING INFORMATION 

Although we strive to ship/process and deliver within a 7 to 10-business day processing schedule (unless high volume sales or out of stock), processing may be delayed during high sales volumes or due to Monday holidays, seasonal sales or clearance or other promotional sales or summertime shipping due to weather conditions (severe heat). 

(Thank you for shopping our candle collections & specialty lines. During high sales order volumes for new releases, if ordering a new release, combining orders/shipments may not be possible when limited quantities may be available. Orders are processed by timeline going into our shipping system. Thank you again!)

COMBINING ORDERS

Due to high volume of sales ordering, please be advised that placing multiple orders does not guarantee combined shipments. Processing and packaging are based on the timeline and timestamp of each order. However, if two or more orders are placed on the same day (depending on when during that particular day), there is a possibility they may be consolidated. We appreciate your patience during this time.

Following our summertime shipping guidelines, staff closely check hot temps during summer/early fall but you can also request to have your order shipped at a later time. 

ORDERING & RETURNS/REFUNDS 

Thanks for shopping with Kringle Candle!

Orders can be made online or by visiting our contact us page and we would be happy to assist with your order or any inquiries. 

You can also email us via [email protected] to place an order (do not include payment information) - let us know what you would like to order, and we will create a draft order for you and send to confirm and you are able to pay at your convenience.

PAYMENT OPTIONS

www.shopkringlecandle.com accepts the following forms of payment:

• MasterCard
• Visa
• Discover
• Kringle Gift Cards (physical in-store only)
• Kringle e-Gift Cards (online gift card redeemable in-store too)
• American Express
• PayPal (online only)
• Amazon Pay (online only)
• NEW! Shop Pay - you can now choose to split your order payment into 4 installments when choosing Shop Pay at online checkout only. If you need to update or change information at Shop Pay, sign in to your Shop Pay account: https://shop.app/shop-pay with your current registered email address.

www.shopkringlecandle.com does not accept personal checks or purchase orders.

Our Bernardston, MA retail store accepts the payment methods above (excluding PayPal & Amazon Pay), plus:

• Personal Checks
• Cash

ONLINE AUTHORIZATION PROCESS

When you place an order, Kringle Candle Company authorizes your credit card to make sure sufficient credit is available and charges/processes payment at the time of ordering and prior to shipping products to you.

Route Shipping Protection & Tracking Program (Visit our Route Page for more info)

Kringle Candle is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route Protect at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be reimbursed. We are excited to offer this service to you and we highly recommend you use Route package protection at checkout.

** If you have Route Protection Insurance, you can report a shipping issue with either a broken item, lost package or lost or stolen package through Route. Please visit the Route Protection on how to report. You can also report directly via the confirmation email you receive on your order from Route. You will receive a replacement for broken/damaged items & lost or stolen packages - follow the directions for reporting (e.g. upload photo of broken item and box at the time of reporting).

Issues can also be reported to our customer service who can also submit for you. If you do not have protection, our refund/replacement policy will be implemented. For damaged items, we are refunding at this time.

Route Protection Page: https://www.www.shopkringlecandle.com/pages/route-shipping-protection-plan

RETURNS & REFUNDS

For orders placed through our website, if you receive any damaged product, defective or wrong merchandise, please contact our Customer Service Department (within 30 days of receipt) first before returning the product. Email [email protected] and include photos of damaged items, including the box. We may ask that products be returned.

If receiving wrong merchandise, Kringle will either refund or send correct merchandise for you.

Please note there are no exchanges/returns on gift with purchase products (free products). 

** Refunds will be issued for products that arrive broken to you and were damaged during transit and for any sale products at this time. 

A refund will be processed for products that are damaged (broken or melted) while en route to the shipping destination.  *** If you have Route Protection Insurance, please see below.

Please email [email protected] to report any damages and include photos of damaged products/shipment, including a photo of the box if damaged within 30 days of receipt. Return of damaged products is not necessary. Kindly safely discard damaged product after you receive your refund and are all set. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.

We will accept a return of unused products:

WHAT CAN BE RETURNED?

Any Kringle Candle-made product (unused) can be returned. We will gladly accept any unused Kringle brand product item-for-item within 30 days of the receipt of the product. If returned after 30 days, an online store credit may be issued (the store credit is valid for two years from the date issued).

RETURN OF ONLINE PURCHASE TO BERNARDSTON STORE:

** If wishing to return an unused Kringle brand product to our retail store in Bernardston, please contact [email protected] to make arrangements. When returning an online purchase to our Bernardston, MA store, please bring your online order confirmation as proof of purchase with pricing of unused product (s). Store credit will be issued if returned after 30 days.

EXCHANGES

There are no online exchanges.  When returning an unused product for “exchange” if purchased online, a refund will be processed for you within 24 to 48 hours upon receipt (excludes weekends/holidays). If items are returned within 30 days of purchase, a refund will be processed. If returned after 30 days, an online store credit will be issued (the store credit is valid for two years from the date issued).

**Please note there are no exchanges on gift with purchase products (free products). 

WHEN DO ITEMS NEED TO BE RETURNED BY?

Products may be returned within 30 days of original purchase date. If received as a gift, within 30 days of receipt. Refunds will be processed for purchases less shipping costs for online orders. Return of gift items without a receipt, will be provided an online store credit.

Return shipping costs are the sole responsibility of the customer unless the item was shipped in error. Kringle Candle will ship correct merchandise at no cost to customer. No need to return incorrect or damaged item; please keep as our gift.

WHERE DO ITEMS NEED TO BE RETURNED TO?

Please pack your items properly (returned in original packaging if possible) and send to Kringle Candle Company – Returns, 31 Kringle Dr., Bernardston MA 01337. 

CAN YOU REFUND/CREDIT MY ACCOUNT FOR RETURNS?

Yes, absolutely, we will refund/credit your account for purchases less shipping costs for online orders and include tax if applies. Refunds may take up to 24 to 48 hours after processing depending on your bank or credit card company.

REFUNDS - DAMAGED PRODUCTS (BROKEN/MELTED)

A refund will be processed for products that were damaged  (broken or melted) while en route to the shipping destination.  Please email [email protected] to report any damages and include photos of damaged products/shipment, including box if damaged. Return of damaged product (s) is not necessary. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.

If you have the Route Protection Plan/Insurance on your order, replacements may be provided for broken/damaged items & lost or stolen packages. It is very easy to report or email us at [email protected].

Visit the Route Protection Plan Page or report via your confirmation order email: 

Route Protection Page: https://www.www.shopkringlecandle.com/pages/route-shipping-protection-plan

REFUNDS - PROMOTIONAL ITEMS

Return of promotional products, e.g. Buy 1 Get 1 50% off (the lesser value item will be refunded (prorated) when returning or if merchandise is refunded for other reason, e.g. broken in shipment). Full paid price will be refunded if both items are returned (unused).

Promotional Buy 1 Get 1 Free items (if returning 1 item when both items are same price, 50% of original priced item would be refunded). If returning or refunded, lesser value item is prorated.)

We may offer weekly/monthly/daily promotions, which are not valid on past purchases or previously shipped orders, no rainchecks or substitutions. We regret that price adjustments cannot be made on previously purchased and/or shipped orders or promotions that run during a certain time period, e.g. free gift with purchase. Promotions cannot be combined with other coupons, discounts or offers. Orders that have a discount or coupon or other discount/refund are not eligible for further price adjustments. Please note there are no exchanges on gift with purchase products (free products). 

Military Discount (10%) can be applied to already on sale or promotional items unless specified. If a discount is unable to be applied at time of order due to a promotional site discount (cannot stack coupons/discounts), we will be happy to apply the military discount to orders of registered customers.

OUT OF STOCK ITEMS

We apologize if any items go out of stock and will process refunds for those items. In some cases, we will substitute and/or ask if another item is desired in place of out of stock item that is of the same value. Refunds are processed as quickly as possible (within one to two business days) on out of stock items and can take 24 to 48 hours to show in your statement depending on your bank/credit card company.

SPECIAL PRODUCTS (Offered Online Only)

We may offer special products, e.g. décor/candle accessories, which ship from another location and processing within a timely delivery schedule.

SPECIAL CANDLES (Offered Online Only)

** Temporarily not offered - New Personalized Products and Caregiver, Hero and Front-line products ship from another warehouse. 

IS THERE AN IN-STORE RETURN OPTION?

IN-STORE RETURN/EXCHANGES POLICY 

We will accept unused products or defective products for return: You may return your in-store unused purchase for any reason with the original receipt for a full refund or store credit within 30 days of the original transaction. Returns may be made in-person at our retail store headquarters, 220 South Street, Bernardston, MA 01337 during our regular hours Friday-Sunday from 11 a.m. to 7 p.m. 

A store credit will be issued for any merchandise that is not accompanied by the original receipt or a gift receipt.  The store credit would be issued at the items' lowest sale price.

If you choose to return by mail, the return would be processed as soon as the undamaged and unused merchandise is received. The customer would be responsible for any shipping fees. Any discontinued items or product that we no longer carry will be refunded at their final clearance price.

RETURN OF ONLINE PURCHASE TO BERNARDSTON STORE:

** If wishing to return an unused Kringle brand product to our retail store in Bernardston, please contact [email protected] to make arrangements. When returning an online purchase to our Bernardston, MA store, please bring your online order confirmation as proof of purchase with pricing of unused product (s). Store credit will be issued if returned after 30 days.

NOTE: 

* Regrettably, candles purchased at our Bernardston store or from www.shopkringlecandle.com cannot be returned to other retail stores carrying Kringle Candles.

Please contact us directly so we may assist you. The fastest way is via our Contact Us page or via email at [email protected]. We strive to respond back same business day or next.

Kringle Candle reserves the right to prorate or refuse any returned item that is damaged, misused or unsellable or substitute a product if no proof of purchase.