Terms of Sale & Shipping Policies:
YOU SHOULD PERIODICALLY REVIEW ALL POLICIES TO ENSURE THAT YOU ARE UP TO DATE PRIOR TO PURCHASING.
as of 5/18, I am shipping out wax products only on monday’s through wednesday’s to try to avoid melting in the heat and in hot warehouses over the weekend.
Refunds & Exchanges
Due to the nature of my materials, I am unable to offer refunds, returns, and exchanges. I do not offer refunds on any of the following: wax products that arrive melted, products not working due to user error (refer to this page for help and information), and lost/damaged packages due to wrongful handling during shipping. I reserve the right to reject or cancel any order at any time. Missing items are replaced or refunded, just contact me ASAP!
Please contact me within 24 hours of receiving your package if any issues arise. If a refund is granted for your case, postage is not refunded (only products) and refunds may take up to 10 business days to be processed by your bank or PayPal. Don’t hesitate to reach out if you have any questions :)
Shipping In Warm Weather
Please use caution when ordering wax products in high heat temperatures. The coconut soy waxes I use melt at around 115-125 degrees F, and are used for all glass/concrete candles, tealights, and wax melt products. Pillars have a higher melting point at 133 degrees F since they are made of a paraffin soy blended wax, but may still melt if left outside or in hot weather.
To help counteract some heat, boxes and envelopes come with thermal bubble wrap. Even though preventative measures are used, you are assuming the risk of products being damaged, ruined, or melted because of high heat temperatures in transit or at it’s delivery location, as I cannot control nature. Anything left outside or in sunlight WILL melt. Refunds are not given because of melting, I would suggest ordering non-wax products for complete safety.
Damaged/Lost Packages & Filing A Claim
I am not responsible for any lost or damaged goods that may arrive in a damaged state due to carrier mishandling. Items are packed extremely carefully on our end. If there are items missing from your package or it arrives opened please email me through my contact page within 24 hours of receiving your package. I am not able to fix your package if you email me after this time frame. If something arrives damaged, please read the next paragraph below. If something is marked as “delivered” but it is not there, your local post office is the only people who can help since they handle your mail!
To file a claim on a damaged package, fill out the form on the USPS website. You must keep all original packaging and contents, provide photos/proof of the damage, and have the ability to go to your local post office after the claim has been processed if they require an in person review. There is no guaranteed refund even if you decide to file a claim. Each claim must be filed within a certain time period and include proof of insurance, value, and damage. Each mail service has a different time period for filing. If your item arrives damaged or with missing contents, you may file a claim immediately.
Please check tracking numbers often to ensure that you or a trusted individual will be at home/able to receive the package at the time of arrival. Leaving a package outside of your doorstep makes it susceptible to theft and damage, which I am not responsible for.
Incorrect Addresses, Shipping Fees & Customs Fees
Please DOUBLE CHECK that your address is correct when purchasing an item. Addresses may not be able to be changed once placed, but please contact me immediately if this happens. I am not responsible for any packages sent back to me due to a customer using an incorrect address. Understand that contents of packages are more susceptible to get damaged if a package is sent out, sent back to me, and sent out again, so please triple check your address. Packages will not be re-sent out before postage is re-paid.
Any charges, customs duties, import fees, taxes etc. are the obligation of the customer. Caitelle is not responsible nor will be held liable for fees post shipment. If these fees are not paid by the buyer and a package is returned to me, you will be required to pay a 30% restocking fee if the product is not wanted OR a second shipping fee to reship your package which will be sent as a Paypal Invoice to your order’s email. Customers choosing to not repay shipping or restocking fee who do not respond to my emails will be blacklisted from making future purchases.
General Shipping/Handling Info
Handling: Please allow 5-10 business days for processing. Business days do not include weekends or holidays. I do not combine packages. Each order is sent with a tracking number and insurance. Excess shipping and handling fees are refunded. Local pickup shipping fees are refunded once we meet for pickup.
United States orders: Please allow up to an additional 1-2 weeks after processing to receive your items from USPS. All packages come insured. Fragile items such as art prints will ship separately from other items. Orders over $125 will require signature confirmation upon delivery.
International orders: Only some items may be available for international orders. International packages ship through USPS, or Fedex Ground. Please allow up to an additional 1-4+ weeks after processing for your order to be delivered. Exact shipping time varies based on your country’s customs policies and distance from Pennsylvania, United States. I am not responsible for any seizures or extra costs from customs within your country. If you have any concerns or questions on this matter, please send me an email. VAT is charged on orders for many international countries.
Payment Information
PayPal, Apple Pay, and all major debit and credit cards are accepted as payment. If your payment is on hold, your package will not be sent until it is processed. Orders over $125 will require signature confirmation upon delivery.
Wrongful disputes and bank claims will result in blacklisting from purchasing, and reports will be sent to the state police and FTC.
Discounts and Promotional Codes
All discount codes used on orders are subject to be used at discretion of Caitelle. Unauthorized usage or overuse of discount codes may result in a chargeback to your account or a temporary hold or delay in processing of an order. Each coupon code is limited to one use per customer unless otherwise stated (does not include Ambassador Affiliate Codes as these have unlimited uses). Discounts are only available for current orders, and cannot be applied or used as refunds for previous/future orders. Unauthorized codes will be deactivated from my shop for everyone and customers using these codes wrongly will be required to pay the difference prior to shipping.
By purchasing from Caitelle, you are agreeing to all terms. Last updated: 7/20/22