Please review the list of questions that we're frequently asked. If you don't find the answer you're looking for, please e-mail us for more assistance.
Where to Find us
Thank you for visiting our website & WELCOME to our Friendly Village!
We are glad you are here and hope you tell all your friends and family about Village Candle. When it comes to purchasing our candles there are three primary ways to shop.
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WE APPRECIATE YOUR PATRONAGE
We are committed to your total satisfaction and value your business.
Village Candle® does not make any information available to third parties for marketing or information gathering purposes. We will never sell or share your personal information!
Credit Card Refund Policy
Unburned, undamaged candles purchased online only at www.villagecandle.com must be returned to the Village Candle, Internet Sales, 90 Spencer Drive, Wells, Me. 04090, before we are able to authorize any credit.
Prior authorization must be confirmed prior to all returns. All credits will be placed on the credit card used for the original purchase. Please note that every credit card company’s return of funds process is different, so please allow 1-2 billing cycles for the credit to appear on your statement. If a valid email address is on file an email will be sent notifying you of the credit.
Should you have any questions, comments or suggestions, we appreciate hearing from you. Please Contact us
Via phone: 1-800-551-1422 (in the Contiguous USA only) Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.
Outside the USA, 1-207-251-4800, Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.
Via email at firstname.lastname@example.org or email@example.com
We apologize, but Gift cards are not available for purchase online or in our occasional warehouse sales, at this time. Valid gift cards were sold at the previous Factory Store, and are gladly accepted only by calling the number listed below during business hours.
Appropriate identification and information are required.
Please call customer service at 1-800-551-1422, Mon-Fri EST 8:30 am to 5 pm, excluding weekends and legal holidays.
Email List Removal Instructions
If you would like to be removed from future emails, please reply with words "Remove from email list @ firstname.lastname@example.org" in the Subject Line, or click unsubscribe at the bottom of the emails.
Check Payment Policy
When submitting an order form, please call our customer service department at 1-800-551-1422 or mail to:
Village Candle Internet Sales
90 Spencer Drive
Wells, Me. 04909.
Note: if paying by personal check Village Candle will hold the personal check for 10 BUSINESS DAYS, for insurance of fund clearance.
*Holds on personal checks delay shipping of the product.
The turn around on bank check or money orders is much quicker since they are considered cash for the purpose of order fulfillment which means there will be no delay in shipping. Make all Bank Checks or Money Orders out to:
Village Candle Internet Sales
90 Spencer Drive
Wells, Me. 04909.
Personal checks returned for insufficient funds will be accessed a charge of $45.00, no exceptions to this policy.
Your satisfaction with our product is guaranteed.
If you are not satisfied with your purchase, please call us at 1-800-551-1422, Mon-Fri EST 8:30 am to 5 pm, excluding weekends and legal holidays, or email us at email@example.com. All other inquiries please email firstname.lastname@example.org.
Please note that BURNED OR DAMAGED CANDLES CANNOT BE RETURNED, unless requested or authorized by Village Candle.
Should you have any Questions, please call or contact us via the methods listed above.
If there is a problem with an item received, PLEASE RETURN IT IN THE ORIGINAL PACKAGING AND CALL US WITHIN 10 BUSINESS DAYS. DO NOT throw item(s) or original packing away. It is necessary that you retain the item(s) to be returned so that we may assess it for Quality Assurance.
When calling about your purchase, please have the following information available:
- Purchasing Source: Internet, phone order, mail order, or approved Village Candle Reseller
- Description of item: Fragrance, Jar Size, Candle Collection
- Date of Purchase
- Invoice Number
- Photographic Proof of Damage
Note: Items purchased from a Retail store (i.e. not via online, mail order, or phone to Village Candle) must be returned to the store where it was purchased. You may also email our customer service department at email@example.com, and a customer service representative from the wholesale division will be back in touch with you.
Protecting your order information is a priority. We employ the highest standards to protect your online order information by utilizing high quality, secure eCommerce solutions. If you are using a browser version 4.x or higher, all information that you submit during the ordering process will be automatically encrypted for security. The information you provide while placing your online order, including your credit card number, is secure; and cannot be read or tampered with during transmission. To check the security of your on-line order connection, you may look at the lower panel of your browser window -- if you see an unbroken key or a closed lock (depending upon your browser), then SSL certificate is active. Also, when accessing a secure server, the first characters of the site address typically will be "https".
If you cannot access the secure server, for whatever reason, please call and place your order by phone at 1-800-551-1422, Monday through Friday, 8am to 4:30pm EST, excluding Holidays and Weekends.
Shipping/Order Fulfillment Policies
Following credit card approval (we utilize the Address Verification System, please make sure your billing address is accurate and matches accurately when ordering). Please check for accuracy in entering all data for order placement. Any typographical errors can result in delay of shipment of the order or Notifications. Please insure your contact information and email address are typed properly.
EVERY BEST EFFORT IS MADE TO PROCESS A STANDARD ORDER QUICKLY. Orders with proper verification and authorization will be processed on a best effort basis within approximately 72 hours (Monday through Friday, not including weekends and holidays).
Please note, all orders are subject to review and verification.
Village Candle, after thorough review and verification, reserves the right to cancel orders without notice, should verification or authentication not be successful. Every best effort and attempt will be made to contact you prior to order cancellation.
All deliveries are shipped by calculation of business days. Please allow up to two weeks for delivery of items in stock.
We ship via Fed Ex and USPS.
*Please note shipping to any PO Boxes, requires notation on the orders.
A valid telephone number and email is required for all orders. For shipping to more than one shipping address, Village Candle reserves the right to access an $8.95 standard handling charge for each additional address.
An $11.00 fee will be applied to your account if you reroute a package. You are required to contact us for our authorization and assistance. Inaccurate shipping address information entered by customer will be accessed an $11.00 fee for address changes.
Note: We are charged this amount for these changes by the shipping carrier. We apologize in advance, but if the error is from a data entry error by the customer, Village Candle is not responsible, and will have to charge the additional fee for changes. The fee is due to Village Candle by the individual placing an order online. We are SORRY, but NO EXCEPTIONS.
VILLAGE CANDLE IS NOT RESONSIBLE FOR DATA ENTERED BY THE INDIVIDUAL PLACING THE ORDER. Please be sure to carefully edit all data when you place an online order, prior to finalizing the order.
Your attention to these requests will insure accuracy in order processing and shipment. SHOULD YOU REALIZE AN ERROR AFTER SENDING AN ORDER, PLEASE CONTACT US IMMEDIATELY VIA EMAIL OR PHONE TO CHANGE THE INFORMAITON PRIOR TO SHIPPING.
NO CHARGE WILL BE ACCESSED IF THE ORDER HAS NOT BEEN PROCESSED AND SHIPPED. CHARGES WILL STILL APPLY FOR LATE NOTIFICATION ON ORDERS ALREADY PROCESSED AND SHIPPED.
All orders must have a valid phone number and email, for contact, should an issue arise in reference to your order.
Thank you in advance and your compliance with these requests, and your cooperation is greatly appreciated.
International Order Policies
International shipments outside of the Contiguous UNITED STATES (lower 48) are calculated separately per order. For Village Candle purposes, International shipping areas include Alaska, Puerto Rico, Hawaii, US Virgin Islands, and all other countries.
If you request shipping outside of the Contiguous US, Village Candle's Internet Shipping Dept. will contact you via email with a price estimate which requires your approval before we can ship your order. We must receive final approval prior to shipping any international order. If a response is not received by telephone or email within 2 weeks, your order will automatically be cancelled. Please contact us for additional information.
All international customers who prefer to place an order by telephone or wish to speak with us, may call 1-207-251-4800. Shipping costs are charged at the time your order is processed. We will not process your order until we get final approval on the shipping costs.
If you haven't received information regarding your international order by email, please check your spam folders for our customer service email addresses: firstname.lastname@example.org, or email@example.com
Policies on All Orders
Items will NOT BE charged to your credit card until your order is processed to be shipped. We will contact you via email. You will receive notification of Pre-authorization by MERCHANT SERVICES of funds for your purchase. The funds are set aside for online purchases, however the credit card on file is NOT ACTUALLY CHARGED BY THE VILLAGE CANDLE SHIPPING DEPARTMENT, until the order is processed for shipment. You will receive a shipping notification email, IF your email address has been entered correctly at the time of ordering. If no email address is entered, or incorrect email addresses are entered, you will NOT receive notification of shipment of your order. Village Candle is not responsible data entry errors by individuals placing orders online.
For OTHER purchasing options, please contact us via email at firstname.lastname@example.org or call us at 1-207-251-4800, Mon-Fri EST, 8:30 to 5pm, excluding Holidays and weekends.
Overnight delivery policy and any special requests
Customers needing overnight delivery, 2nd day or Priority shipping, PLEASE CALL FOR SPECIAL PRICING
An overnight order will be shipped the same business day on a "BEST EFFORT" basis, if the order is placed by telephone and is received no later than 12 noon EST and credit card authorization is obtained within this same period of time.
Note: Credit Card declination will result in delayed shipping of the order
In the event of a pricing error, we will contact you with the corrected pricing information, via email or voicemail.
Thank you again for your business, and we appreciate your support of our Brand!