Shipping and Returns
What is your return policy?
Due to the nature of our products, ALL SALES ARE FINAL. We do not offer refunds/exchanges, nor do we allow cancellations/returns. Please note, Burning Flame Candle Company reserves the right to refuse all returns.
In the event that a product arrives damaged, please send us a photo along with a brief description to info@burningflame.ca within 5 days of delivery. Include a photo of the damaged item(s) and shipping box along with a description of the issue and your Order Number to ensure a speedy resolution. In the event that an item is unavailable for replacement, we will issue a store credit or refund at the customer's discretion.
Can I exchange an item?
At this time, we are unable to accommodate exchanges.
I received my order, but my item is broken, missing or incorrect. What do I do?
We know how frustrating this can be. Rest assured, we want to make every order perfect. Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is broken, incorrect, or you believe that you are missing an item, please email info@burningflame.ca within 5 days of delivery. Include a photo of the damaged item(s) and shipping box along with a description of the issue and your Order Number to ensure a speedy resolution.
We know how frustrating this can be. Rest assured, we want to make every order perfect. Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is broken, incorrect, or you believe that you are missing an item, please email info@burningflame.ca within 5 days of delivery. Include a photo of the damaged item(s) and shipping box along with a description of the issue and your Order Number to ensure a speedy resolution.
Does Burning Flame Candle Company issue refunds?
For out of stock items, we issue refunds in the original form of payment if any items on the order sell out and we are unable to replenish in a timely manner.
Please note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
If you have any questions or concerns, please email info@burningflame.ca and we will be more than happy to assist you.
Please note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
If you have any questions or concerns, please email info@burningflame.ca and we will be more than happy to assist you.
How long will it take to receive my order?
Please allow 7-10 business days for us to process your order, as each candle is handcrafted with care. Once your package is ready to ship, you’ll receive a shipment notification with a tracking number. Orders typically deliver within 3-7 business days from when we ship your order.
During peak holiday seasons, processing and shipping times may be longer due to increased demand. We appreciate your understanding and recommend placing your orders early to ensure timely delivery.
I entered the wrong shipping address. Can you change or cancel my order?
Unfortunately, we are unable to make changes or cancellations to orders that are placed on our system. Please make sure you enter the correct shipping address before submitting your order. Burning Flame Candle Company does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Do you ship internationally?
We currently ship to Canada and the U.S. Enjoy free shipping on orders over $120!
