Shipping & Return Policy
If you have any issues...
- IMPORTANT: Please double check your addresses - especially shipping address - before placing your order. Once your order is placed it is very difficult for us to make any changes.
- Please inspect your order carefully upon arrival and let us know within 7 days if any significant damage occurred in transit. Please provide images of the damages and email us at email@example.com.
- 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 CORSO 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 CORSO, for a replacement to be sent.
If your order was shipped via UPS or 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.
- Please note that our fulfillment center is located in NJ. Shipments to HI, AK and the APO/FPO can take anywhere from 2-6 weeks to arrive.
- If you are concerned that your package may be lost, please email firstname.lastname@example.org to troubleshoot. We will do our best to try to help you.
- Orders that qualify for free ground shipping will be shipped via UPS Surepost. This means that UPS will pick up your package and deliver to your local post office. The USPS will be the carrier to deliver your package. Our fulfillment center is located in Edison, NJ 08817 so please take note of the time in shipment based on your shipping location.
- 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 email email@example.com or text us at 212-457-4014.
- 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 CORSO 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 CORSO package protection services. This allows our valued customers premium order protection, automated approvals and seamless claim resolution on lost, stolen and damaged packages. This service is automatically added to your order at checkout but can be manually declined.
We highly recommend this service upon checkout with the uptick in lost/stolen/damaged packages. By not selecting shipping protection, Harlem Candle Co is not responsible for lost, damaged or stolen items.
- 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 > reorder.corso.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 excited to announce our partnership with FlavorCloud International shipping program. You will be asked to choose your method of shipment upon checkout and pay the duties & fees for a seamless delivery. Our International Standard shipments are picked up from our fulfillment center every Thursday. If your order is Expedited, it will ship 24 hours after your order is placed. Tracking will be emailed to you once your order leaves our fulfillment center. If standard shipping is chosen, it can take up to 4 weeks for delivery with possible delays.RETURNS + 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 (except perfumes*). The buyer is responsible for shipping cost on all return items. We do not accept exchanges at this time.
TO INITIATE A RETURN
- Within 14 days of your order, please send an email to firstname.lastname@example.org with a return request, letting us know the reason for your return.
- Once your return is approved we will send you the return address and your Return Authorization number. *Please do not send your return to the return address on your shipping label.
- Please be sure that your package is returned using the bubble and paper that it was packed in or something similar. Be sure that the candles are protected and packed securely so that they arrive in good condition.
- The buyer is responsible for shipping costs on all returns, please save tracking information.
- We do not accept exchanges at this time.
- *We cannot accept returns of our perfume products. We have sample sizes available for purchase. We suggest trying a sample before buying a full size since there are no returns.
- Please do not return your package to the return address on your shipping label.