If you have any issues...
- Please inspect your order carefully upon arrival and let us know within 14 days if any significant damage occurred in transit. Please provide images of the damages and email us at firstname.lastname@example.org.
- We strive to make our customer experience smooth and delightful, from the moment you place your order until you unbox your Harlem Candle Co purchase. If it were possible to personally deliver each order to our customers we would do so. Once the package leaves our hands we unfortunately have little control over how the carrier cares for it on its way to you. We also offer ROUTE insurance (see info below) to make claims even smoother.
If you believe your package has been lost...
- We are seeing an uptick in UPS and USPS carriers scanning in packages before they actually arrive at your door. Please allow 5 business days before contacting us, or ROUTE, for a replacement to be sent.
If your order was shipped via USPS…..
- In some instances, packages remain in “pre-shipment” for the term of its journey to you. This means the item may arrive at your door while tracking on the USPS interface is still pending. We have spoken to USPS staff personally and have been told, in the interest of moving packages along faster, some facilities forego scanning.
How can we personally assist with delayed shipments?
- We are not able to view any more tracking information beyond what USPS & UPS communicate on their tracking interface. UPS has been more diligent in communicating when an item is delayed which we are grateful for.
- If you are concerned that your package may be lost, please email us directly to troubleshoot. We will do our best to try to help you.
- USPS 2-3 Priority Shipping: Usually 1-3 business days after an order is placed (currently suspended)
- Orders that qualify for free ground shipping will be shipped via UPS Ground.
- If you have ordered multiple items and one of them is on pre-order, please note that your entire order will ship once the pre-ordered item is in stock which could be 2-3 weeks.
- If you need express shipping, please call us at 212-457-4014 or message us via Facebook
- Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed, however, if we are able to make updates on your behalf, please note that these changes will not be reflected in your shipping confirmation email.
- Once shipped, an order's tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands. We cannot replace missing or stolen packages. We offer ROUTE package protection at checkout, so if you package is stolen, lost or damaged, you are fully insured.
- You should receive a shipping notification with tracking information once your order leaves our fulfillment center.
We are excited to announce our partnership with ROUTE package protection services. This allows our valued customers premium order protection, automated approvals and seamless claim resolution on lost, stolen and damaged packages.
- Best-in-class Insurance
- Package Tracking
- Seamless Claim Resolution
- Automated Approvals
- Refund or Replacement Options
- Self-service claim processing
Have a claim? Simply click here > https://claims.route.com/
We will collect and remit sales tax for states as required by law. We do not impose sales tax on orders shipped to states that we do not have a nexus.INTERNATIONAL SHIPPING
We are working on our International shipping program and will be back up and running soon!REFUNDS + EXCHANGES
At the Harlem Candle Co., all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to us within 7 days of delivery.
You may return your unused product within 14 days of purchase. The buyer is responsible for shipping cost on all return items. We do not do exchanges at this time.
In the event the package is damaged during shipping you may return your unused candle(s) for a full refund of your purchase price, less shipping and handling within 14 days of delivery. Please contact us at info (@) harlemcandlecompany.com for further details.