Q: When will my order ship?
A: We are packing and shipping as fast as possible. We are packing orders in the sequence they were received in. We were able to get boxes that were custom designed for our candles, and this has helped us speed up the process! We really appreciate your patience. As of the week of August 8, 2022, we are working on orders in the upper 30,000s. The initial backlog is almost completed, and lead times will be dropping significantly in the coming days. Again, we appreciate your patience and understanding that this candle is more than just a candle. We will be posting updates on Facebook, Instagram, via our email list and on this FAQ page!
Q: Where is the money being donated to?
A: Razom for Ukraine. Razom is a 501(c)(3) organization that directly helps Ukraine. We encourage everyone to read about it!
Q: How much is donated?
A: We are donating 100% of the profits from this candle. Once we deduct the cost for raw goods, paying our staff, and other normal business expenses, ALL profits get donated. 100%. To operate our business successfully, it is necessary to deduct our costs. For example, we have flat rate shipping of $10 to help make shipping more manageable for our customers. Shipping always costs over $10, and that’s an expense we have to cover. There are many expenses we have to cover to keep our business running, and I want to be transparent with everyone about these costs that are necessary to run our business. We are doing our best to reduce our costs, but there is only so much we can do. Our accounting and admin team are working diligently to make this donation as large as we possibly can. Our profits from this fundraiser are going right to Razom. We have donated $700,000 to date, with more donation installments on the way!
Q: Where can I order a Ukraine candle?
Q: What are the Light to Unite candles?
A: The Light to Unite candles are the Lemongrass 16oz & Lakeshore 16oz candles. Now through August 24, 2022, we will be donating $5 from every online order of these candles to Razom for Ukraine. You can see these candles by clicking here!
Q: What is the difference between standard flat rate shipping, free shipping & priority order processing?
Processing time for free shipping and standard flat rate ($10) are the same, orders are processed in the order they are received. When you choose priority order processing, ($17), you move your order to the top of the processing queue.
Q: My label was created, but it wasn’t shipped yet! What do I do?
A: Fear not! In order for us to prepare for shipments, we need to create labels in large batches. Your shipment will be sent 1-5 days after label creation.
Q: I am moving and need to change my shipping address. What should I do?
A: Email us at firstname.lastname@example.org, and we can update it for you!
Q: I ordered online for pick up in store, can I pick it up?
A: Yes, you can come by and pick up your order. Please have your order number and name ready.
Q: What does my Door County Candle charge appear as on my credit card statement?
A: Candleworks of Door County, Inc
Q: Why was my credit card charged?
A: As a small business, and with how our systems work, payment is processed at the time the order is placed. Also, with the Ukraine candle fundraiser, we work on donating profits as fast as we can once a candle order has been placed. If you have any questions, please contact us at email@example.com.
Q: I ordered other Door County Candle products, not a Ukraine candle. Is that the same lead time?
A: No. We have a separate team working on order fulfillment for Door County Candle products. It should be about a week lead time for your order! We’re working fast on becoming more efficient. We are learning day by day. 🙂
Q: I don’t want a candle, but want to support Ukraine. What should I do?
A: You can donate directly to Razom: https://razomforukraine.org/donate/
Q: Do you have candles in your store?
A: We have a daily allotment of candles we sell in store. Your best chance to get a candle before they sell out is to come right at 9:30AM when we open. Currently, there is a limit of 2 Ukraine candles per person.
Q: My coupon didn’t work for the Ukraine candle or Light to Unite candles. Why?
A: Coupons do not apply to fundraiser candles.
Q: I didn’t get an order confirmation.
If you did not receive it, please email us at firstname.lastname@example.org, and we can resend it to you. Thank you.
Q: I got charged multiple times for an order, but I only meant to place one. What should I do?
A: Email us and we will issue you a refund right away. Thank you!
Q: I called and left a voicemail. When will someone call me back?
A: We receive hundreds of calls a day and have volunteers who help us answer voicemails. We will get back to you, but please understand we can only make so many calls in a day. We have enlisted the help of family, friends and volunteers – we are going as fast as we can! Please allow up to 48 hours for a return call.
Q: I emailed you. When will someone email me back?
A: We get hundreds of emails a day, and our candle team is only so big! We will get back to you, but please be patient as we try to get through all of our emails. Please allow 48 hours for an email response. Thank you for your understanding & patience!
Q: My candle arrived broken. What do I do?
A: Email us at email@example.com. We will need your name, order number and photos. We will work on sending you a replacement!
Thank you all so much for your support, patience and kindness. Слава Україні!!