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Customer Service | |
Company Information | |
| Contact Us | |
| About Us | |
| Carbon Footprint | |
Soy Candle Information | |
| Soy Candle Safety & Burning Tips | |
| Soy Wax Information | |
| Soy Candle & Aromatherapy History | |
Privacy and Security | |
| Collection and Use of Information | |
| Security | |
| Opt-in/Opt-out | |
Ordering Information | |
| How to Order | |
| Gift Certificates | |
| Gift Orders | |
| Returns, Refunds & Exchanges | |
| Cancellations & Refused Orders | |
| Wholesale Orders | |
Shipping Information | |
| Shipping Methods & Costs | |
| Canadian Sales Tax | |
| International Orders | |
| Duties, Customs & Brokerage Fees | |
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| Home > Customer Service > Ordering Information | ||||||||||
Ordering Information |
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How to Order | ||||||||||
| Our new Luminessent Candles PayPal Shopping Cart makes ordering simple. Select the Scent, Color and Quantity for each item and click the "Add to Cart" button. Your PayPal Shopping Cart will open in a new window showing the items you have selected. You may remove or change quantities for items in your cart - be sure to click "Update Cart" after you make changes. Choose "Continue Shopping" to return to our site to continue ordering products. When you're done shopping, click the "View Cart" button at the top of any page to check out. PayPal will add a Shipping Charge and applicable taxes, including GST (Canadian orders only)and PST (Ontario orders only) or HST (Newfoundland and Labrador, New Brunswick, and Nova Scotia orders only) as you prepare to check out. If you already have a PayPal account, you can enter your account and password at CheckOut. If you are not a PayPal member, PayPal will ask you to enter the usual information for a Credit Card sale: name, card type (Visa, MasterCard, Discover, American Express), card number, confirmation number, expiration date, mailing address, and telephone number. If you would prefer to pay with a cheque or money order, please submit your order details using the email form. Note: Orders will not be assembled until payment has been received. |
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Gift Certificates |
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| Our Gift Certificate program is administered by PayPal. The terms and conditions for buying and redeeming Merchant Gift Certificates via PayPal are important to review. View the full PayPal Gift Certificate policy. How to buy Luminessent Candles Gift Certificates:
How to redeem your Luminessent Candles Gift Certificate:
NOTE: Gift Certificates may only be redeemed by the owner of the Recipient Email Address. Printed Gift Certificates that do not indicate an email address are transferrable. Gift Certificates may be cancelled or refunded within 60 days at no charge. |
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Gift Orders |
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| If your order is to be sent as a gift, indicate this in the "Add Special Instructions to Seller" section of the Checkout form, as well as the gift card inscription if desired, and enter the recipient's name and shipping address. Gift cards and wrapping are available for an additional charge. | ||||||||||
Returns, Refunds & Exchanges |
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| Within 14 days of receipt of your goods (including gifts), you may
return any product in its original condition with original packaging
for a full refund. We can only process returns and refunds
for items purchased from luminessentcandles.com. We cannot exchange items unless they are defective or damaged. Items that are returned more than 14 days after shipping will be charged a restocking fee of 15% at our discretion. We cannot accept items returned after 60 days. All returns must be preauthorized by us by phone before you ship anything back. You must notify us immediately (on the day of reciept of shipment) of any shipping damage. Customer is responsible to pay shipping on all returns. Simply email or call us to obtain a Return Authorization Number. You will be required to provide the following order details:
We'll notify you via e-mail of your refund once we've received and processed the returned item. You will receive a refund in the same manner of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is not due to our error, we will deduct the shipping costs from your refund. |
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Cancellations & Refused Orders |
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| If you need to cancel an order, contact us immediately via email at info@luminessentcandles.com or by phone at 416-917-8569. All orders cancelled after processing will incur a 20% restocking fee. If the order has already shipped by the time you cancel, or is refused for any reason, you will be charged for postage to you and back to us, in addition to a 20% restocking fee. | ||||||||||
Shipping Information |
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Shipping Methods & Costs |
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Shipping costs can only be estimated by the shopping cart - further charges (or refund) may apply depending on order size and weight. You will be billed the actual shipping costs plus a small handling fee on each order. The default shipping method is Canada Post Small Packet Insured Air Mail for small orders and Canada Post Expedited Parcel Insured Surface Mail for heavier orders. Pick up is available for large local orders only. Please indicate if you would like to arrange to pick up your order in the "add special instructions to seller" section of the checkout form. |
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Canadian Sales Taxes |
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| GST (5%) and approximate shipping for Canadian customers is added by the PayPal shopping cart automatically. RST (8%) for orders placed from Ontario is also added by the PayPal shopping cart automatically. Customers ordering from other Canadian provinces may be required to submit the applicable taxes directly to their provincial tax agency. | ||||||||||
International Orders |
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| U.S. customers note: the Canadian Dollar is about par with the U.S. Dollar (as of October 2007). Your credit card company determines the exchange rate based on their policies.
You will be billed the actual shipping costs plus a small handling fee on each order. The default shipping method is Canada Post Small Packet Insured Air Mail for small orders and Canada Post Expedited Parcel Insured Surface Mail for heavier orders. Orders may be shipped by UPS, Fedex or Purolator on customer request but significant additional charges will apply. Please indicate your shipping preferences (in the "Add Special Instructions to Seller" section of the Checkout form) if different from our defaults. We reserve the right to insist on expedited or courier shipment for your first order with us, or on large $ orders. Please provide your phone number on all orders so that we can confirm shipping charges with you. Paypal shopping cart users note: actual shipping charges may vary from those the cart is able to calculate - we will invoice you for the difference if any or refund excess shipping paid if applicable, via Paypal. |
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Duties, Customs & Brokerage Fees |
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| International customers note: Your government's Customs department may charge duty on some items. These customs charges are to be billed to you directly/COD by your government's Customs department (usually on mail shipments) or by the courier company. To identify these duties and customs charges please check with your country's Customs web site/phone before buying. Brokerage fees are usually charged to you by courier companies (such as UPS and FedEx) for taking goods across international borders on your behalf; these fees are not included in our shipping charges but will be billed to you upon delivery. If not paid by you, these various fees can result in your order not being received; we are not responsible if that occurs.
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