FREQUENTLY ASKED QUESTIONS

How long will it take to process & ship my order?

Processing takes approximately 2-3 business days for all regular orders and 1-2 weeks for wholesale/custom orders. Keep in mind we do not consider holidays and weekends as working business days.

Domestic shipping takes approximately 2-4 business days.

Will my order be delayed due to COVID?

While our shipping partners are currently experiencing delays due to the impact of COVID-19, we kindly ask for patience while they are working as quickly as possible to get shipments delivered.

What do I do if my package has not arrived?

We understand that things happen but unfortunately we are not responsible for lost or stolen packages. Tracking and carrier information can be used to contact the carrier directly to file a claim. 9inescents is not responsible for lost or stolen packages and does not file any claims on behalf of the customer.

Can I return or exchange my order?

Due to the nature of our products, unfortunately all sales are final. If your product has arrived defective please contact us within 48 hours of delivery.

Do you ship internationally?

Currently, we only ship within the US and to Canada. Join our mailing list to be the first to know when we start shipping internationally.

How do I track my order?

Once your order has been shipped, you will receive a tracking number via the email provided during checkout.

How do I repurpose my candle jar?

Discontinue use when only 1/4" of wax remains and let your candle cool. Once the wax hardens, carefully chip out the remaining pieces and discard. Wipe clean and use soap and water to remove the remaining wax residue.

Do you offer custom candles?

Yes, please contact us directly for all custom order inquires.