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Ukraine Candle FAQ

Q: When will my order ship?
A: We are packing and shipping as fast as possible. These volumes are very new for us, and we’re doing the best we can. We are packing orders in the order that orders came in. Orders placed on and after March 16 stated 12+ weeks for shipping on our website. 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 May 16, 2022, we are in the 15,000s and quickly approaching the 16,000s and 17,000s. We still have some orders in the upper thousands, and those are getting priority to get shipped! 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. I 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 $9 to help make shipping more manageable for our customers. Shipping always costs over $9, 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 $525,000 to date, with more donation installments on the way!

Q: Where can I order a Ukraine candle?
A: https://doorcountycandle.com/product/ukraine-candle/

Q: I didn’t order Ukraine candles, is that the same lead time?
A: No. Products other than the Ukraine candle will ship with normal lead times.

Q: I am moving and need to change my shipping address. What should I do?
A: Email us at info@doorcountycandle.com, 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. Unfortunately, we do not have the ability to charge only when an order ships. 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 info@doorcountycandle.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. 

Q: My coupon didn’t work for the Ukraine candle.
A: Coupons do not work for the Ukraine candle, because we are donating 100% of the profits from the Ukraine candle to Razom. 

Q: I didn’t get an order confirmation.
Our email servers were overloaded, so we apologize if you did not receive an order confirmation. If you did not receive it, please email us at info@doorcountycandle.com, 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! 

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. Thank you for your understanding & patience!

Q: My candle arrived broken. What do I do?
A: Email us at info@doorcountycandle.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!!