FAQs
Here are some of our most frequently asked questions. If you can't find the answer to your question, please reach out - we're here to help!
Product Questions
Why Eco?
Why Eco?
Here at Eco Candle Co. we believe in quality products, working with our hands, reusing + recycling, lead free wicks, 100% soy, USA made, and having fun, smiling + giving back! That’s why our team of artisan’s hand-mix, hand-pour, handcraft, hand-decorate, hand-wrap and carefully hand-pack all of your products. Safe to say a LOT of love goes into our products!
What type of wax do you use?
What type of wax do you use?
We only use 100% Soy wax here at Eco Candle Co, not a “blend” like other companies around. We use the finest Midwest-grown soy wax which ensures a clean, even burn that is full of fragrance until the end!
What type of wicks are used?
What type of wicks are used?
Healthy candles don’t contain lead, so our wicks are only made with natural paper, hemp or cotton!
What should I know about your fragrances?
What should I know about your fragrances?
We only use the highest quality fragrances and essential oils to create our fragrance blends. That means no phthalates or cheap fillers. Trust us, you’ll smell the difference!
How long will my Eco Candle Co. candles burn?
How long will my Eco Candle Co. candles burn?
Burn time varies based on the size of the candle.
- Tea lights: Burn time up to 7-9 hours each | Optimal burn length is 1-2 hours at a time
- 6oz: Burn time up to 40 hours | Optimal burn length is 2.5-3 hours at a time
- 8oz: Burn time up to 65 hours | Optimal burn length is 3-4 hours at a time
- 18oz: Burn time up to 95 hours | Optimal burn length is 3.5-4 hours at a time
- 26oz: Burn time up to 115 hours | Optimal burn length is 3.5-4 hours at a time
What's the best way to extinguish your candle?
What's the best way to extinguish your candle?
The best way to extinguish a candle, especially candles with natural paper, hemp and cotton wicks like ours is to dip the wick. Use a wick dipper, pen, scissors, whatever you have handy to gently push the wick down into the molten wax from the base of the wick. Hold it for a second and then carefully bring it back up and center it. It primes the wick with wax to keep it supple and help it light easier—AND you’ll have no smoke! Please do not use the Kraft paper lids to extinguish your candle. The purpose of the lid is to keep dust out and help keep the scent in.
Are the candle jars recyclable?
Are the candle jars recyclable?
We are all about upcycling here at Eco Candle Co! Empty jars make great canisters for art supplies, planters, loose change, clothespins, dog treats…the list goes on! If you don’t have any need for the jars or tea light cups, simply clean out the wax and recycle properly. BONUS! Not only are the kraft paper lids recycled but recyclable too!
Do you offer samples?
Do you offer samples?
While we do not offer free samples before you purchase, we always recommend purchasing an Assorted Tea light 10 pack if you are new to Eco Candle Co. This is a great way to sample 10 different scents before purchasing a larger size! AND free tea light samples are included in all orders so you'll have the opportunity to try a couple additional scents each time you order.
How can you tell what these candles smell like?
How can you tell what these candles smell like?
Until we can invent a scratch and sniff website, you can find all scent descriptions listed here.
What do you use to wrap the bath fizzies and goats milk chunk soap in?
What do you use to wrap the bath fizzies and goats milk chunk soap in?
We use a 100% biodegradable shrink film called, biolefin. It is a food grade, acid free film made from clean fresh materials in sustainable environments.
Do you offer candle making classes?
Do you offer candle making classes?
We unfortunately do not offer candle making classes in house or offsite due to limited space and staffing.
Can I make a custom scent and/or label?
Can I make a custom scent and/or label?
While we are unable to create personalized scents we do offer private labeling January through October. Please reach out to hello@EcoCandleCo.com for further information.
Ordering Questions
Can I send my order as a gift?
Can I send my order as a gift?
Yes! We are big believers that candles make the perfect gifts! At the time of checkout, you can choose any shipping address, or even multiple shipping addresses, and purchase gift wrapping for your items which also includes a handwritten note!
Can I purchase several gifts at once and have them shipped separately?
Can I purchase several gifts at once and have them shipped separately?
No problem! Once all your goodies have been added to your cart and you being checking out, there is an option to 'ship to multiple addresses'.
Do you offer gift cards?
Do you offer gift cards?
Sure do! When you purchase a gift card online, it is for online use only. You can add gift cards to your cart here. All gift cards purchased in store are for in store use only.
Do you offer in-store pickup?
Do you offer in-store pickup?
You betcha! At the time of checkout, you can choose 'Store Pick Up' as a way to get your goods! Your order will be conveniently located by the register or give us a call when you arrive and we'll run it out to you.
What happens if my payment is declined?
What happens if my payment is declined?
If you are placing an order on our website and your card is declined, please double check that all of your information is entered accurately. Most of the time when a card is denied on our site, it is because the billing address does not match the billing address for the credit card you are using.
What if the product I had my heart set on is sold out online?
What if the product I had my heart set on is sold out online?
Don’t worry! If the product has not been discontinued, our small, but mighty crew is hard at work hand making your favorite items. We recommend checking back another day, or simply email/call us!
Do you offer wholesale opportunities?
Do you offer wholesale opportunities?
We'd love to be sold in your retail store! To request to become an Eco Candle Co. stockist, please submit your store’s information here.
Do you offer corporate/bulk discounts?
Do you offer corporate/bulk discounts?
Yes! Please reach out to hello@ecocandleco.com for further information.
Shipping Questions
Where do you ship?
Where do you ship?
We ship throughout the U.S, including Alaska and Hawaii, as well as internationally. International customs and duties are determined by the receiving country and are the customer's responsibility to pay.
Do you offer free shipping?
Do you offer free shipping?
Sure do! We currently offer FREE shipping on all retail orders over $75, before tax and after any discounts, to the contiguous U.S. Orders under $75 have a flat rate shipping fee of $10 to the contiguous U.S. There is a flat rate shipping fee of $15 for all orders headed to Alaska and Hawaii.
When should I expect my order to ship?
When should I expect my order to ship?
Most orders ship within 2-4 business days. Some orders may require a bit more time since we pour all of our candles by hand. You will get an email when the status of your order has been changed… please make sure to enter your email address correctly at checkout and add us to your known contacts list to ensure our emails don't get routed to your spam folder.
How long will it take to get my order?
How long will it take to get my order?
Once your order leaves our store it is in the trusty hands of the delivery carriers. Domestic orders may take 2-7 business days to arrive. AK, HI may take longer.
How can I track my package?
How can I track my package?
The moment your order ships, you will get an email with a tracking number. Please allow up to 24 hours for the information to update. Please make sure to also check your spam folder for these emails - they will come from hello@EcoCandleCo.com
What if my package is lost or stolen?
What if my package is lost or stolen?
Once items have been shipped, unfortunatley final delivery is out of our hands. We are not responsible for lost or stolen packages.
I accidentally entered the wrong shipping address. What should I do?
I accidentally entered the wrong shipping address. What should I do?
From time to time this happens. Please email us as soon as possible at hello@EcoCandleCo.com. If your order hasn't shipped yet, we can update your information. However, if your items have already been picked up by the carrier, you will be responsible for any shipping charges incurred to re-ship an order.
Do you offer rush shipping?
Do you offer rush shipping?
We don’t blame you for wanting your order ASAP! We do offer 2Day shipping for domestic orders; pricing is dependent upon destination/weight of package. While we try our best to prioritizes orders with expedited shipping options, we can’t guarantee that our team will be able fully accommodate due to the high volume of orders we receive.
How can I expect my order to be shipped?
How can I expect my order to be shipped?
Larger orders will be packed together up to 50lbs maximum per FedEx and UPS rules. We will always try to ship in the least amount of packages as possible to keep shipping costs down and save on packing materials.
Why do you use packing peanuts?
Why do you use packing peanuts?
Here at Eco Candle Co, we have a strong love for the environment and also pride ourselves in getting our products to our customers in perfect condition, which is why we only use packing peanuts. Our peanuts are different and made of natural cornstarch. That means they can be dissolved in water or even composted! After you have unboxed your products, simply put your packing peanuts in the sink, run water over them and watch them disappear.
What other sustainable practices are you using to ship your items?
What other sustainable practices are you using to ship your items?
Along with the cornstarch peanuts we also reuse all incoming shipping supplies. This includes boxes/cardboard, kraft paper and other packing materials.
Wholesale Questions
How can I become a retailer?
How can I become a retailer?
We'd love to be sold in your retail store! To request to become an Eco Candle Co. stockist, please submit your store’s information here.
The Soy Box Questions
How do I access my Soy Box Account?
How do I access my Soy Box Account?
We’re glad you asked! Your Soy Box account is different than your Eco Candle Co. account. Simply click "sign in'' in the upper right corner above. You can also access it via EcoCandleCo.com - just sign in and go to the "subscriptions" tab under your account to be brought to the The Soy Box sign in page. Need more details? CLICK HERE.
Where can I see what I've already paid for?
Where can I see what I've already paid for?
Navigate to "order history." If you paid for an annual subscription, you'll see all 4 deliveries. If you opted for quarterly, you'll see only the shipments you've been charged for. Need more details? CLICK HERE.
When will my card be charged next?
When will my card be charged next?
Navigate to "subscriptions." There will be a date that says "renews on" indicating the next charge. Need more details? CLICK HERE.
Does my subscription auto-renew?
Does my subscription auto-renew?
Yes! We make it very easy to enjoy your subscription box on an ongoing basis. It will automatically renew each quarter or each year - whichever option you signed up for - unless you cancel. Please note that once an annual subscription has been processed, all four boxes will still ship, even if cancelled. Cancellation will only stop the renewal the following year.
How can I update my credit card info?
How can I update my credit card info?
It's easy! Head to your Soy Box subscription account, and click on "update billing information." Adding a new card? From the dropdown, select "enter new cc info". Need more details? CLICK HERE.
I've moved! How can I update my address?
I've moved! How can I update my address?
We definitely don't want you to miss out on a delivery! Under your Soy Box subscription account, click "update shipping information" so we have your most up-to-date address! You will also need to update your address under "update billing information" if that has changed to ensure that your credit card payment will go through. Need more details? CLICK HERE.
Can I skip the next box?
Can I skip the next box?
No problem, we understand that things come up! Go to your subscription details and click on the magnifying glass. There will be an option to "skip next renewal". This will not cancel your subscription, it'll only skip the next delivery. Be sure to cancel before your auto-renewal, because once your card is charged, no changes/refunds can be made. Need more details? CLICK HERE.
Can I change my subscription each quarter?
Can I change my subscription each quarter?
Bummer, we don't have the ability to change back and forth between a LOVER and an ADDICT subscription at this time. The only way to do that would be to cancel your subscription each quarter and resubscribe.
Can I choose the scents I recieve in my box?
Can I choose the scents I recieve in my box?
We hand pick a popular selection for you that coordinates with the season from best- sellers we know you'll love. Making all the boxes the same helps make packing them easier on our end (that's why we offer such a great discount!). If you prefer something more customized, check out our customizable gift boxes!
How do I give The Soy Box as a gift?
How do I give The Soy Box as a gift?
Great idea! Candles make a GREAT gift and who wouldn't love a candle subscription?! Gifting the Soy Box is easy! Just enter the recipient's name in the shipping information and we'll take care of the rest.
How can I cancel my subscription?
How can I cancel my subscription?
We'll be sad to see you go, but there are no hard feelings! It's easy. Head to your subscription, click on the magnifying glass, and click "cancel subscription". Be sure to cancel before your auto-renewal, because once your card is charged, no changes/refunds can be made. Need more details? CLICK HERE.
How do I change the subscription box size or charge frequency?
How do I change the subscription box size or charge frequency?
We understand that you may want to upgragrade or downgrade your box size, but unfortunately, we don't have that ability at this time. You may cancel your subscription and sign up for a new box or charge frequency. If you are a quarterly subscriber and you cancel BEFORE you are charged for the next box, then it will be cancelled immediately. For annual subscribers your account will be cancelled after all four pre-paid boxes have shipped. You also have the ability to pause your subscription if you'll be away or simply skip an upcoming box to push that subscription to next quarter.
I still have questions. Can you help?
I still have questions. Can you help?
Absolutely! Send us an email at hello@EcoCandleCo.com and we will be happy to help you in any way we can.