If you have any issues…

  • IMPORTANT: Please double check your addresses – especially shipping address – before placing your order.  Once your order is placed it is very difficult for us to make any changes.
  • Please inspect your order carefully upon arrival and let us know within 7 days if any significant damage occurred in transit. Please provide images of the damages and email us at support@butrcandles.com.

If you believe your package has been lost…

  • Please allow 5 business days before contacting us.

If your order was shipped via UPS or USPS….. 

  • In some instances, packages remain in “pre-shipment.” This means the item may arrive at your door while tracking is still pending. 

How can we personally assist with delayed shipments? 

  • We are not able to view any more tracking information beyond what USPS & UPS communicate on their tracking interface. UPS has been more diligent in communicating when an item is delayed.

DOMESTIC SHIPPING

  • All orders made in the United States come with free shipping.
  • If you need express shipping, please email support@butrcandles.com and we will do our best to accommodate you.
  • You should receive a shipping notification with tracking information once your order leaves our fulfillment center. 

TAXES

We will collect and remit sales tax for states as required by law. We do not impose sales tax on orders shipped to states that we do not have a nexus. 

RETURN POLICY / INITIATING A RETURN

  • We cannot accept returns or exchanges once the candle has been burned. Items that are personalized, custom-made, or final sale are not eligible for returns.
  • To return, please send an email to support@butrcandles.com within 14 days of receiving your order.
  • Once your return is approved, we will send you the return address. Candles that have already been lit will not be accepted for returns.
  • Please ensure your package is returned using the package materials it was delivered in or something similar.  Be sure that the candles are protected and packed securely so that they arrive in good condition. It is the customers responsibility to ensure returns arrive safely. Broken or damaged candles will not be eligible for a refund.
  • The buyer is responsible for shipping costs on all returns, please save tracking information.