Frequently Asked Questions
-Add Pristine Oil™ to your vase
-Hold the tops of your candlesticks in Pristine Oil™
-Turn over and light
Empty any remaining Pristine Oil™ from your vase before storing your Everlasting Candles.
When your Everlasting Candles are not in use:
Remove your candlesticks from the vase, wipe off any excess oil, and store in a safe place, out of reach of children or pets.
If the Pristine Oil has not been exhausted via burning off:
-Store Pristine Oil™ in the bottle with the cap secured, in a safe place, out of reach of children or pets.
-Dispose of unused Pristine Oil™ in accordance with local waste disposal requirements.
Everlasting Candles are to be used exclusively with our Pristine Oil®. Please do not mix, dilute, use or add any other oils.
Everlasting Candles exclusively use Pristine Oil® which is clean burning, smoke and scent free.
Pristine Oil® is an odorless, soot-free and clean burning mineral oil that is to be used exclusively with the Everlasting Candle.
To extinguish the flames, simply blow them out. Do not use a snuffer as it can negatively impact the candlestick.
Please use matches, as a lighter can blacken the side of your candles.
If the sides of your candles have turned black:
The candles can blacken at the top due to strong heat held against the side for long periods of time. This is why we recommend using matches instead of a lighter and placing the candle in an area protected from wind.
Remove the black by rubbing with a dry paper towel. If this does not remove it completely, use a damp cloth with soapy water, however it's important that the wick does not come in contact with water.
If the tops of your candles are black and hard to light:
When moisture (water molecules) is present in the air, it can cause carbon to build up over time on the top of the candles.
If your candle top is black and hard, simply use a dry paper towel to gently rub some of the carbon off before trying to relight (some black specs will transfer onto the paper towel). This will allow the Pristine Oil® to penetrate the wick once again.
We currently do not offer the option to have your order individually wrapped or boxed. We ship all orders with the intention of ensuring it arrives safely and intact. Please note depending on order size you may receive your order in a branded, or unbranded shipping box.
If you would like to apply to become a wholesale vendor, please submit a vendor application.
Please note due to high volume of inquiries we will only contact successful applicants, but appreciate the interest.
-The Everlasting Candles are 8 inches in length.
-Wylie Vase is 4.75 inches tall and 2.5 inches wide.
Shipping costs will automatically calculate at the check out page. Free shipping on all orders over $100, and a flat rate of $10 for orders under $100.
Wholesale partners are subject to shipping charges.
All orders are typically processed and shipped within 4-7 business days from purchase during the holiday season.
All orders are shipped expedited with Canada Post. Typical shipping times are between 2-10 business days, but are subject to the shipping carrier. Once a package has been shipped, we have no ability to affect the delivery speed.
As soon as your order has shipped you will receive an email with your tracking details. Please use the tracking number provided to locate your package on the Canada Post website.
To ship within the US please go to everlastingcandleco.com
At this time we only ship within Canada and the US. When worldwide shipping becomes available we will make sure to update the website.
As soon as your purchase is complete we start the processing and packaging immediately so we can get your order to you as soon as possible. No changes can be made to the shipping address or order.
As soon as your purchase is complete we start the processing and packaging immediately so we can get your order to you as soon as possible. No cancellations or changes can be made to your order.
We ship all orders with tracked shipping to ensure the order arrives. If your order has been marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. If a claim needs to be submitted, it is the responsibility of the customer to submit that claim directly with the shipping carrier. Please use the tracking number provided to make a claim on the carriers website.
Often if a package is returned to the sender it's due to an incorrect/incomplete address, or it was left too long at the local post office for pick up. In this case the order will be refunded to the customer minus the cost of shipping. The customer would then place a new order with the correct information. Please note it is the shipping carriers policy to charge their service fee whether the package is delivered or returned.
WE PERSONALLY GUARANTEE EVERYTHING WE SELL
At Everlasting Candle Co™ we have a 100% satisfaction guarantee for all orders purchased directly through our website. If you’re not completely satisfied with the quality of our products within 30 days of purchase, you may return them for a full refund, subject to this policy:
Original Receipt & Packaging – A full refund will be issued based on the original tender. Refunds are based on the purchase price shown on the original receipt. Credit card purchases will be credited back to the original card. To be eligible for a refund, all items must be returned, unused and in original packaging.
Tracked Return Shipping - Please note the return shipping cost is the responsibility of the customer. We recommend a proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.
Contact Us - To start a return please contact us at email@example.com. Please include photos of the items you would like to return, as well as the original receipt. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages / Issues - If upon reception of your order you inspect damage, or if the item is defective or incorrect please contact us immediately at firstname.lastname@example.org so we can evaluate the issue and make it right.
Please be aware there are no refunds or exchanges after 30 days from purchase.