Site Policy

All prices and policies are subject to change without notice. Not responsible for any typographical errors. Swans Candles LLP reserves the right to refuse sales to anyone for any reason. You do not need a business license to shop here.

1. MINIMUM ORDER We do not require a minimum order to purchase wholesale, and we charge no handling fees. Shipping charges will be added to each order as well as any necessary shipping insurance.

2. ORDERING Orders may be placed by phone during business hours (please do not leave orders on the voice mail system), or 24 hours a day through our secure online shopping cart, fax or mail. If sending payment with order, please call ahead for your total with shipping. If you need an order rushed out the same day, you must call in the order by noon Pacific time to guarantee it! We cannot guarantee online orders to go out the same day in every case. When ordering, please have your order ready, and make sure it is complete. Please refer to the web site pages when ordering, and give the product name & item number for each item being ordered. Make sure to relate any special shipping instructions at time of order. Credit card orders ship out as soon as they are processed. Payment by mail orders ship once we receive payment. Hold for payment orders must be paid with a Money Order or Certified Cashier's Check. Once order is placed we will process and give total with shipping. The order will be packed and held until payment arrives. We can only hold packages for 2 weeks, at which time they will be unpacked and returned to stock. Unclaimed orders will be billed a 15% restocking fee. We are not responsible for any delays due to credit card declines.

3. LOCAL ORDERS Local orders can be picked up at our store during business hours Monday - Saturday and other hours with appointment(We will open early or late by appointment). The order must be placed ahead of time by phone or Email, and we must have at least 24 - 48 hours notice. If you are ordering and some one else is picking up, make arrangements first. All orders picked up locally must be charged Washington State sales tax unless you have a Washington State Resellers Permit issued by the Department of Revenue. We do have a local retail/wholesale shop and walk-in customers are welcome, we encourage you to sniff our fragrance. If you know the Fragrance you want please call ahead so we can have it poured.

4. SPECIAL ORDERS AND RESTOCKING Special orders require a 50% non-refundable deposit at time of order, and cannot be cancelled. We charge a 15% restock fee for store items returned.

5. CREDIT CARDS The name on the credit card must match the name on your account, and the address must match the billing address of your credit card. If the shipping address is not the same as the credit card billing address, please note this when ordering. If your card is a debit card, please specify if you will need to be contacted with your total charges so you can enter that in your checkbook ledger. In order to prevent mix ups and to protect against fraud, we no longer keep credit card numbers on file in our shopping cart or in the office, so you will need to give your number each time you order.

6. CHECKS We do not accept personal checks, checks must be from a U.S. Bank and must clear before order is shipped(Approx 2 weeks). Any checks returned for non-sufficient funds will be assessed a returned check fee of $35.00 or the maximum allowed by law, plus bank fees. If checks are returned NSF, we will not be able to accept checks from you in the future. We do accept money orders.

7. TERMS All orders must be pre-paid before shipping. We do not offer any credit terms. Government P.O.'s & Schools are accepted.

8. AVAILABILITY / STOCK / BACKORDERS We make every attempt to keep all products in stock, but we can not guarantee their availability. Out of stock items will not be back ordered. If any items are out of stock, we will attempt to contact you by e-mail or phone for instructions. At that time you will be given options of choosing alternate items or canceling those items. If we cannot contact you before the end of the next business day, your order will be shipped without those items and you will need to re-order them at a later date. We cannot be held responsible for any situation that may arise due to an item being out of stock. Items that need to be special ordered, such as bulk fragrances, etc. may require a deposit and cannot be cancelled. Please allow ample time for special orders to arrive.

10. SHIPPING USPS/Fedex/UPS: We do not ship C.O.D. All orders in the continental United States are shipped FedEx & USPS, we can ship with your account. Canadian orders will be shipped Priority MailŪ International. Shipping rates are based on the weight of the packaged order. Ground orders are not guaranteed by a certain day, and therefore cannot be reimbursed for if late. We will send you a tracking number when your shipping label is processed. Multiple box shipments sometimes arrive a day apart. We can ship UPS on if you have your own account & understand that UPS may charge a 12.00 pick up fee. We are not responsible for extra shipping charges applied by the shipping carriers.
CANADIAN: Please be aware that additional charges will be assesed by customs at the border, including GST taxes and FedEx brokerage fees. We cannot estimate these fees prior to shipping but will charge your card if not paid.
POSTAL: We process postal orders as we do FedEx but their tracking is not as efficiant so rush orders should go FedEx. Priority Mail & Surface Mail and ship forwarding are available to Hawaii & Alaska. Parcel Post Air (4-7 days) & Parcel Post Surface Mail (4-6 weeks) are available outside of the US. If shipped Parcel Post, there is a 30 day waiting period before a tracer or claim can be placed on the package. We do not recommend shipping Parcel Post and are not responsible for lost packages shipped Parcel Post as we recommend more reilable shipping via Priority mail or FedEx.
FREIGHT CARRIERS: Delivery by trucking company can be arranged on larger orders, you will need to call for quotes. 1-888-848-7926. If you prefer, you are welcome to arrange for your own freight company to pick up your order instead. We do have a forklift and will load your truck.

11. DELIVERY If the carrier is unable to make delivery for any circumstance other than our error, you will be responsible for the cost of re-shipping your package. Any packages returned to us due to customer refusing delivery will be billed for the shipping charges incurred, plus a 15% restocking fee unless refused due to an error on our part.

12. DAMAGED SHIPMENTS If your package does not arrive in acceptable condition, Do Not Accept it from the carrier. Contact FedEx at 1-800-GO-FEDEX IMMEDIATELY if there is any damage, spillage or breakage. All packages leave our warehouse in good condition. Our responsibility ceases upon delivery of our goods to the carrier. You must get a Claim number from the carrier.

13. RETURNS The following merchandise is not returnable under any circumstances, unless shipped by error on our part. This includes: Fragrance Oils, Mineral Oil,any Liquid Products, All Waxes & Gels, Wicks, Stearic Acid, Books, Starter Kits. The following items are not returnable if used or partially used: Dye Blocks, Oil Wicks, Mold Sealer, Labels, and any Packaging Supplies or Containers that have been filled/used. This policy is for your own benefit and protection and so we can ensure the high quality of our products. With this policy in effect, you can rest assured that the products you buy from us have not been contaminated by any outside sources. All other merchandise returns accepted only within 15 days of receipt. Returns must be approved, please call or e-mail candles@swanscandles.com for authorization. Unless our error, a 15% restocking fee will apply to all returns to cover any re-packaging costs, credit card fees and labor incurred. All returns must be approved to get credit. Merchandise must be received in proper packaging and in good condition to be accepted. If items are not received in re-saleable condition they may not be accepted. Unless due to an error on our part, customer is responsible for shipping on all returns. In-store credit only, no cash refunds are given unless shipment was our error. Do not send new orders with returned items for an exchange! Doing so might delay your order, as returns are unpacked in the order they are received. You will be notified when we receive your return, and then you can use that store credit on a new order.

14. SATISFACTION GUARANTEE We want you to be satisfied with your purchases, and will do our very best to accommodate you in every way we can. If you are not satisfied with a purchase, you may return it for an in-store credit towards your next order (excluding all non-returnable items as mentioned above). Fragrance oils are not returnable due to sanitary reasons for your protection, so we encourage you to take advantage of our 1oz. sample sizes. We cannot reimburse for materials used in testing products, such as fragrance oils, wax, or any other candle or soap supplies. Testing is a necessary part of candlemaking, and is the responsibility of the consumer.

15. WHOLESALE We do not require a tax ID# or business license. If you are in the state of Washington and would like to use your Resellers Permit you will need to provide a copy of your permit at the time of sale. We will keep a copy of your permit until it is expired. You will not be reimbursed for tax on purchases made without a valid copy of your resellers permit on file with Swans Candles. The prices listed on our product pages are wholesale, we give price breaks with larger quantities. If you are interested in even larger quantities, or special order items, please feel free to contact us.1-888-848-7926

16.WARRANTIES Swans Candles LLP makes no warranties, expressed or implied, as to the suitability of any certain product for use in secondary products or the actual results of its use in any such products. Swans Candles and Supplies expressly disclaims any and all liability resulting from the use of these product in any secondary products produced thereby. We have not tested every possible combination or formulation that can be made with the huge variety of products we carry. Nor can we test each new batch or lot that comes in. Although the products are usually consistent in quality, it is common in our industry for occasional variances to occur in products such as waxes and fragrances, therefore slight adjustments to your formulas or methods may be needed at times. Any instructions, directions or tips given on this site are strictly for informational purposes and are only helpful guidelines to be used as a starting point. This information is provided without warranty of any kind or fitness for a particular use or purpose. Customers are encouraged to experiment and conduct their own tests, as they are responsible and liable for any products they manufacture. Read all labels, spec sheets and MSDS Sheets.

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Site Policy

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