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Policies

Policies

Shipping Fee's & Policies

We make every effort to keep our shipping rates as low as possible AND ONLY CHARGE ACTUAL SHIPPING COSTS. shipping carrier is determined by Firelight Treasures. All orders are shipped via UPS, FedEx Ground Service or USPS. The average delivery time is 3-4 BUSINESS days not including Holidays. All orders are fully insured, normally shipped within 24 hours (in-stock items) Monday - Friday.

Customers may request (and pay for) expedited shipping for an additional cost.

Shipping fees are a flat rate determined by TOTAL WEIGHT, and are as follows:

0-1lb = $6
1-2lb = $9
2-3lb = $12
3-4lb = $14
4-6lb = $17
6-10lb = $20


** A separate shipping fee will be incurred for items being shipped to more than one address.

Due to federal shipping regulations, Fragrance Lamps and Fragrances may not be shipped to Alaska or Hawaii.

Due to air transport regulations, the Fragrance Lamp Fragrances may be shipped via FedEx Ground or USPS Parcel Post Service ONLY.

You will receive a tracking number via email for your order. This will allow you to receive up-to-date information on your order using the FedEx and USPS tracking systems.

Returns

Orders may be returned for credit or exchange within 15 days of purchase.

A refund does not include the original shipping charges.

Credit can be issued only to the credit or debit card that was used for the original purchase. This policy includes gift items.

Damaged items or the boxes containing them cannot be accepted.

We will issue a credit or refund, excluding the original shipping charges. The return shipping costs will be the responsibility of the person returning the item(s).

In the rare event that you receive an order in error, Firelight Candles will be fully responsible for the return shipping costs.

Before returning an item you must obtain a RMA# (Return Merchandise Authorization) by emailing our customer service. Any merchandise returned without prior authorization cannot be accepted.

Merchandise must be returned unused, undamaged and in its original condition, with the original packaging, including all the original paperwork. Used or opened items may not be returned. Candles and Fragrance Lamps may not be returned or exchanged if they have been used or burned. Bottles of Fragrance may not be returned if they have been opened.

Items must be safely packaged in a heavy cardboard box with plenty of cushioning material surrounding the item. We suggest that you insure your return shipment for possible damage during transit back to us because we cannot give credit on items that arrive damaged.

Authorized items may be returned to: Firelight Candles, 603 W. Main St., Grass Valley, CA 95945. Make certain to include a copy of the invoice, name of purchaser (as shown on credit card), billing address and credit card and expiration date information (we do not store credit card information).

Damaged items

Our mission is to provide you with an exceptional on-line shopping experience. All orders are carefully packaged and inspected prior to being shipped. In the unlikely event that an item is damaged during transit, please report the damage immediately, by emailing our customer service department at ksmith95648@gmail.com. Keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to FedEx for inspection. In addition, we will need from you...

    Your name, contact and credit card information.
    Order number of the damaged item.
    The tracking number that is included in your shipping notification email.
    Details of the damage.

Once we have sufficient information, Firelight Candles will file a claim on your behalf. Please understand that we will assist you in every way possible, but that, ultimately, we are not responsible for any damage incurred during shipping. You can trust that the damaged item(s) will be replaced as quickly as possible. Your patience is requested while we work through the required process.

Do not return anything without prior authorization from Firelight Candles.

If you have any questions regarding our shipping and return guidelines, please do not hesitate to contact us.


Privacy & Security Policies

Your PRIVACY is our #1 priority. Any information collected by Firelight Candles is for the sole purpose of completing sales transactions initiated by you, the customer. We are committed to honoring and protecting your privacy, while, at the same time, providing you with an exceptional on-line shopping experience. We offer our personal guarantee to never share private information or email addresses with any other company, for any reason.

We use a combination of security technologies, organizational measures and procedures, to fully protect your personal information from unauthorized use, access or disclosure. When you give sensitive, private data to us (credit card information, for example) over the internet, we protect it by using Secure Sockets Layer (SSL) encryption technology.

If you wish, you may receive periodic e-mails from Firelight CandlesTreasures notifying you of special offers and new items. If you wish to be added to our email list to receive these product updates and special offers, please send your request and permission to: kristi@firelighttreasures.com ... We would love to have you join our ever growing circle of friends.

If you have any questions related to our Privacy and Security Policies, please contact our Customer Care department.

Thank you,

Firelight Treasures
Grass Valley, California 95945
Email: kristi@firelighttreasures.com

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