FREQUENTLY ASKED QUESTIONS
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FAQ
GENERAL
WHAT ARE YOUR CANDLES BEST SUITED FOR?
Our candles are best suited for wholesale purposes, promotional products, wedding favours and
corporate gifts.
WHERE ARE YOU LOCATED?
Our workshop is nestled in the vibrant community of Prestwick in SE Calgary, Alberta.
CAN I VISIT YOUR WORKSHOP?
As an e-commerce company, we operate exclusively online and do not have a physical retail
storefront.
DO YOU OFFER CURBSIDE PICKUP?
Our workshop is not open to the public, and therefore, we do not offer curbside pickup.
However, all orders qualify for free shipping.
WHY DO YOU USE WOOD WICKS?
Traditional cotton wicks typically contain traces of heavy metals. We don’t like breathing that in. Our wood wicks are made from all-natural cherry wood and provide a comforting crackle while it burns.
CUSTOM ORDERS
IS THERE A MINIMUM ORDER FOR CANDLES?
Yes, We do have a minimum order quantity, which varies depending on the candle type. For our engraved candle jars, the minimum order is 12 candles. Within each set of six candles, you have the flexibility to select one scent. This allows you to rotate scents frequently and remain current with trends.
CAN I ORDER A SAMPLE??
Yes, samples are available for certain candle types.
WHAT ARE YOUR PRODUCTION TIMES?
The production time for candles varies based on the quantity ordered:
12-48 candles: 1-2 weeks
49-144 candles: 2-3 weeks
145-288 candles: 3-4 weeks
289-432 candles: 4-5 weeks
433+ candles: 6+ weeks
These are approximate times and do not include shipping. It's advisable to contact the us
before ordering if your project is time-sensitive.
CAN YOU CREATE A DESIGN FOR US?
At this time we do not offer design services.
DO YOU ACCEPT RETURNS FOR CUSTOM ORDERS?
No, we do not accept returns for custom orders. Due to the handmade nature of our products, all custom orders are considered final sale and non refundable. We advise you to carefully check the spelling of your custom message and names before placing the order. Please note that Kensi Mae Candle Co. is not liable for errors in spelling, dates, QR codes, or color settings.
Upon delivery, we encourage you to inspect the inventory for any damages incurred during
transit. If any damages are found, please report them within 5 business days along with detailed photos so that we can process a shipping claim.
WHAT IF THERE IS A TYPO ON MY LABEL OR ENGRAVING?
Please double check your designs before sending it for production. Kensi Mae Candle Co. Is not liable for any errors in spellings, dates, QR codes, or color settings. We print and engrave as the design is sent. If you realize a typo, please notify us immediately by email or text. If the order has already gone to production, there will be a remake fee and it will extend lead times.
All custom orders are final sale and non-refundable.
CAN I GET CUSTOM COLOR CANDLE JARS?
Yes, but the minimum order quantity is 500+ candles, and lead times will be extended accordingly.