When lighting a soy candle for the first time, allow the wax to melt all the way to the sides of the container.

 The first burn of the candle should last at least as long as it takes to reach all the way to the edges of the container. 

Failure to do this will often cause "tunneling" which will limit the life of your new candle. 

 Aim to trim your wick to about 6-8mm/ 1/4" before you re-light your candle every time. This will ensure a long lasting candle, minimize soot, and remove any mushrooming of carbon on the end of the wick.

We will gladly add Gift Notes to packages, and personalize candles to your specification. Please note however, we cannot be held responsible for spelling mistakes, errors or typos in your message. Please proof read your messages & personalizations! 
Please make sure that your gift messages are in the gift message section and NOT in the Note to Seller. Gift messages can only be sent with orders that are bought as gifts.

-Processing Time and Shipping Time are not the same!
-WE ARE NOT RESPONSIBLE FOR SHIPPING DELAYS!
By shopping with us, you are acknowledging that you understand that once a package leaves us and is scanned into the system, we are NOT responsible for delays by the shipping carriers. We will help track your package, but we will not replace or refund your package unless we have made a mistake! This policy is not up for negotiation.

Personalized orders are always welcomed. If you would like something you don't see on our page please contact us! There is a $5 design fee when changing or creating labels. We reply as quickly as possible and are always happy to help!

When requesting a custom design, if you do not fully explain your request or pay our fee BY THE SHIP BY DATE, we will extend the processing time for your order. In these instances, we will add five days to your processing time to allow you time to reply and/or pay the fee associated with custom designs. After five days, we will cancel your order with a 15% restocking fee deducted (since your candle was already created in time to ship).

Extinguish your candle by dipping the wick into the melted wax and straighten. This will stop the wick smoking and will help with re-lighting the next time.

Please remember the candles are hand poured, not mass produced. Although every effort is made to ensure consistency, every candle will be different.

 When using completely natural soy wax, sometimes you may notice darker patches or wet spots in your container candles.
This is not a fault, simply a small blemish where the wax has not adhered to the glass 100%. The top of your candle may also appear slightly uneven; this is also a sign of natural soy wax being hand poured.

CURRENT PROCESSING TIME: 2-3 Business days. 

We need a some time to create each order. During busy periods we will extend the maximum processing time accordingly. We will however always try to ship the orders as soon as possible. Processing time factors in manufacturing time and length of order queue or any extreme circumstances (inclement weather, supplier delays etc). Processing time is in no way related to shipping time.

STOLEN PACKAGES ARE BECOMING MORE COMMON. Please track all packages by signing up for alerts. If you believe your package was stolen, please contact USPS or UPS for GPS tracking or to file a claim. In cases of possible stolen packages, you should also consider a police report.
WE WILL NOT REPLACE any order that is marked "Delivered". Please file a claim with the shipping carrier or file a police report.
We suggest investing in front door cameras to help protect yourself from this situation.

I gladly accept returns, but there will be a 15% restocking fee. You need to reach out to us within three days of receiving your product.

Soja is NOT responsible for return shipping charges. Return shipping costs are often more expensive than customers realize, so please be aware of this cost.

A customer's original shipping costs are never refunded. This is because we have already had to pay to ship the item. Exceptions include when WE have made an error in the shipping address. If there is an error in the address due to the customer, they are responsible to pay to resend the item/s.

LOST PACKAGES- We understand carriers make mistakes and we will do everything we can to help track down your order. However, signing up for alerts for your packages and filing a missing package claim is all we will be able to do on our end also. We ask that you take these actions on your own due to the time it may take us to get to your issue.