Customer Service / Terms and Conditions

If you have any questions or concerns, please email us sales@kootenaycandles.com or call our toll free number: 1-866-572-9785

Payment is prepaid via Visa or MasterCard through Paypal, Website or by Phone.

Most orders are shipped and recieved within 4-15 days of receipt.  Customers will be advised if, for any reason, a longer delay is inevitable.

Shipping is normally Canada Post, Greyhound, or USPS. UPS, FedEx, DHL and/or alternative shipping can also be arranged depending on location. rates here

All products are carefully inspected prior to shipment and packed to ensure reasonable protection during shipment.  Boxes should be carefully inspected upon receipt and any damage reported to the carrier prior to signing for the shipment.  Any problems with shipments must be reported to us within 3 days of receipt.  Credit for or replacement of unacceptable goods will be arranged.  Unauthorized returns will not be accepted.

Our products are made entirely by hand.  Minor variations and imperfections are to be expected and are part of the charm of handcrafted candles. We guarantee use of only the highest quality materials.  Each of our candle styles has been test-burned in our studio and in our homes prior to being made available to customers.

All products are labeled and wrapped in tissue for shipping. Our customers prefer no excess packaging such as shrink warp or cardboard. This also allows our customers to smell the delicate natural honey scent of the candle, increasing sales. 

Our 100% beeswax candles have natural color variation from one batch of beeswax to another. This is normal due to bees visiting different flowers; our main color of beeswax is a slight yellowish cream. Most candles are available in their natural color or colored to customers preference depending on shape. All colored candles fade when exposed to light so they should be displayed in low light environments and extra stock stored in its wrappers in a cool location.

Wholesalers - minimum order of $100.00.