Shipping & Return Policy

We ensure all your orders are processed on time. Please review the details of our shipping and return policy below.

Order Processing

At Custom Candle Boxes, we strive to deliver your personalized packaging safely and on time.

Production Turnaround: Standard production typically takes 8–10 business days after final artwork approval. Rush production is available for an additional fee and generally takes 6–8 business days.

Shipping Services

We partner with reliable shipping carriers so your orders are delivered safely and on time.

Here is the list of shipping carriers we use:

• FedEx
• DHL
• UPS

Tracking Information

Once your order has been dispatched, we will provide you with the tracking ID to help you track your shipment progress in real time.

Note: While we prioritize on-time delivery, delays may occur due to unforeseen circumstances or adverse weather.

Refund & Return Policy

Due to the highly personalized nature of our products, all custom-printed orders are final sale and cannot be returned or exchanged unless a verified manufacturing defect is present. If a client finds their product faulty, they must inform us within 3 working days.

Damages in Transit

While we pack orders securely to prevent damage, we are not liable for products lost or damaged by the carrier. If your order arrives damaged, please keep all packaging materials and contact the carrier immediately to file a claim.

Defective or Incorrect Items

If your order has a manufacturing error (e.g., incorrect size or major printing defect not matching your approved proof), please notify us by email within 3 business days of receipt.

Client-Side Defects

If the defect is due to the client’s fault and a refund is requested:

• The client must return the entire order.
• The refund will be processed after deducting shipping, setup, printing, and billing costs.

Stock Items

Unprinted stock items (if applicable) may be returned within 30 days of delivery if they are in new, resalable condition and original packaging. Customers are responsible for return shipping costs and may incur a 15–20% restocking fee.

Refund Processing

To facilitate a reprint or refund, we require:

• Digital photographs provided as proof of the defect.
• A brief description of the issue.

Approved refunds for stock items or defective custom orders will be processed to the original payment method within 3–10 business days.

Order Cancellation

Once the client approves the digital proof, the order is sent to production.

• Clients have a 4-hour window to cancel the order without any penalty.
• If the client cancels the order after processing, a 5% cancellation fee will apply.
• Cancellation requests made within 24 hours of placing the order will incur a 50% charge of the total payment to cover wasted resources and time.

For further assistance, please reach out to our customer support team.