Community Candle Supply is dedicated to providing high quality candle supplies, soap supplies, and canning jars at low prices. We pride ourselves on our fast shipping and we welcome customer pick-ups at our Pelham, Alabama location. We are centrally located near I-65, and have many customers that visit us from all over Alabama, Tennessee, Mississippi, Georgia, and Florida. If you are in the area, please stop by to meet us!
Policies & Terms of Service:
EMAIL/PHONE COMMUNITICATION: Please provide a VALID email address and phone number. If we have questions about your order, we will contact you via your phone or email address on file. If these are not valid, your order will not be processed until you contact us. We are not responsible for any delays in processing once we have attempted to make contact with you regarding your order. We recommend that you add firstname.lastname@example.org to your contact list so that our emails are not filtered out to your Spam or Junk folders.
HOURS OF OPERATION: Our office hours are 8:00 to 4:00 pm Central Time. We will always do our best to answer the phone during these hours. If you leave a message during business hours we will usually return your phone call the same day, but this is not guaranteed. On occasion (but very rarely) we may be closed on a weekday. We will always notify contact list of a planned absence via email in advance. If you wish to be added to that list, please email email@example.com with your request. Please read our emails if you are planning a pick-up or place time-sensitive orders. Any changes in our normal business hours will be posted on our Facebook page at Facebook.com/communitycandlesupply and the voice mail will indicate the changes in hours. Please be sure to check one of these locations before driving to visit us.
PHONE ORDERS/MESSAGES: At Community Candle Supply we are happy to speak with you on the phone, however we cannot always answer if we are busy in the warehouse or helping other customers. Please do not leave orders on our voicemail. If you find it necessary to place your order immediately, please place it via CommunityCandleSupply.com. We try to return phone calls in a timely manner, but there are times when we simply cannot. We thank you for your patience at those times.
ACCEPTABLE PAYMENT METHODS: We accept cash, VISA, MasterCard, American Express, Discover and PayPal. Our secure payment portal encrypts your credit card information and your card number is not retained for future purchases. This is to protect your privacy and payment information. When entering your payment information, please make sure your billing address on your order matches the billing address of your credit card. If they do not match, the transaction will be declined.
WALK IN ORDERS: We have a small show-room where you can smell our fragrances, see jar samples and other packaging options. We welcome your visit to our show-room, however please know that there will be a wait of at least 15 minutes to one hour, and there are times when your wait may be up to 2-3 hours for orders placed on site. Walk-in orders placed after 3 pm may not be ready until the following business day. Whenever possible we ask that you pre-order as many of your items as possible to reduce the wait-time and errors. We make every effort to minimize errors and we have found that placing your order online is the best way to do this.
PICK-UPS: We recommend placing your order for pick up at least 4 business hours in advance of your planned pick-up. In addition, it is preferred that in the "Additional Information" section of your order that you indicate the day and approximate time of your planned pick-up. If you choose to pay when you pick up your order, please select the "Call for CC" option in the payment drop-down menu.
SHIPPING INFORMATION: We make every effort to ship orders on the same day or the day after they are received. Please be aware that we cannot guarantee same day shipping, as the volume of our business fluctuates seasonally. We ship primarily via FedEx, however we can ship small orders less than 8-9 pounds via USPS if they do not contain fragrances and certain chemicals. To inquire about USPS, please contact us at firstname.lastname@example.org or call 205-624-4445. We do not currently offer international shipping.
Please allow 3-6 business days to receive your order. We do not and cannot offer any guarantees of delivery time and ask that you plan accordingly. You will receive your tracking number via email once your order has been marked shipped in our system. Please check your tracking information via www.FedEx.com or 1-800-GO-FEDEX prior to contacting us about a package. Once tracking data indicates items have been delivered to the address provided for your shipment, Community Candle Supply is not responsible for any lost or stolen packages or the associated shipping charges. Normally signatures are not required for deliveries. If you prefer to require a signature, you MUST indicate it in the ADDITIONAL NOTES section of your order each time. PLEASE NOTE: All shipping is conducted via FedEx or US Mail. We will no longer ship anything via UPS, nor will we use ANY recipient's account number for shipping. There are absolutely no exceptions to this.
· OUT-OF-STATE CUSTOMERS: Most states require that you pay your local and state sales tax annually for purchases made by mail or web. Community Candle Supply does not collect or pay sales tax on behalf of out-of-state customers for shipped orders. You are responsible for this by law in most states. Out of state customers who pick-up orders are charged our local and state sales tax of 9% unless you have submitted an approved sales tax license.
· ALABAMA RESIDENTS: We will charge relevant Alabama state and local sales tax unless you have submitted an approved sales tax license. If you have a sales tax license, your account will be set up to be sales tax exempt. You MUST sign in to your account before placing an order to be sales tax exempt. We are not responsible for any sales tax charges incurred for those customers who do not sign in prior to placing an order. This is your responsibility.
· We will conduct an annual audit of all sales tax licenses. If you have allowed your license to lapse, we will notify you by mail or email of the change in status of your account, and you will be charged sales tax going forward.
MISSING ITEMS/WRONG ITEMS: We are very thorough in packing your shipments. We circle each item on your invoice to indicate that it has been included, and we double-check every order. If you cannot find items in your shipment, please check the packing material carefully. If you have ordered soy wax by the case, we may tuck items between the box and the plastic liner of your wax. Please check these locations prior to calling or emailing about a missing item. It is important that you search packing material thoroughly before discarding it. You must notify us within 5 business days if you have missing, wrong, or damaged items.
RETURN POLICY: Because product integrity, storage methods, and alterations in many of our products cannot be ruled out, jars and lids are the only items we will consider for return. We do not reimburse for or pay for return postage or shipping. There will be a 15% re-stocking fee for returned merchandise. All returns must be approved by Community Candle Supply.
DAMAGED SHIPMENTS: Please review your items carefully upon receipt. If a shipment is damaged, you must notify us of the damage within 5 business days and you are required to retain the original packaging and damaged items so that we can file a claim with our shipper. You will need to retain these items until the claim has been settled with the shipping company (usually 1-2 weeks). We will notify you by the email on the order when the claim has been settled. Before we ship any replacement items, we must receive photos of the damaged items and the packaging. You may send photos to email@example.com.
STAFF GUIDANCE/PRODUCT TESTING: We get many questions about our products. We answer your questions about product usage to the best of our ability. Our guidance should not be substituted for proper testing and research. You are the manufacturer of your finished product, and are therefore responsible for your own testing and research. We recommend you conduct product testing EVERY TIME you change even one item in your product make-up, so that you can adjust your products accordingly. Community Candle Supply will not refund or compensate you for any finished product or for items that are used but did not meet your satisfaction. We are not responsible for any damage incurred as a result of using any of our supplies. We are happy to provide documentation on our products that is required by law such as the SDS sheets. However, we are not responsible for educating our customers in the use of our products.
DISCLAIMER: Community Candle Supply does not offer/sell finished products. We offer supplies purchased from manufacturers for resale for use in finished products. Product names, brands, and other trademarks or trade names featured or referred to by Community Candle Supply are the property of their respective holders. These holders are not affiliated in any way with Community Candle Supply, our products, or our website, nor do they sponsor or endorse our products or materials. The use of these trademarks or trade names in no way indicates a relationship between Community Candle Supply and the holders and is used only as descriptive identification to convey the aroma being purchased. Every effort has been made to properly identify and attribute trademarks or trade names to their respective owners wherever possible and/or practical.
PRIVACY: Community Candle Supply does not share any of your information with outside parties, aside from those that are needed to fulfill your orders, such as freight or shipping companies. New customers are added to our email list unless they request otherwise. The list is used to send out information about sales, new products, special hours, and closings. We try to send very few emails, but you are always welcome to "Unsubscribe" from our emails. You can unsubscribe by following the link on the bottom of our emails. You can also request to be removed from the list at the bottom of our emails. If you feel our emails are abusive, unwanted, or intrusive we simply ask you to contact us and you will be removed from the list. We ask that you do one of these things instead of reporting our emails as spam, as this decrease the likelihood that our emails will go to every subscriber's spam or junk folder.