Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Care Team via email (below).

How can we help?

FAQ

General Information

Where is Smith and Company located?

We are proudly located in Eau Claire, Wisconsin, in the United States. 

There is something out of stock on the website- when will it be re-stocked?

The website is updated in real time, and we make every effort to restock items as quickly as possible. If product is unavailable for the foreseeable future, it will be clearly marked. We also try to include projected re-stocking dates on out of stock items. You can sign up on our website on the listing itself to get an email notification when it is restocked! We do our best to keep up with stocking and it’s most likely on its way! Feel free to reach out to our customer service team for a better time estimate!

Ordering

How does the order placement process work?

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the goods - we will ship your package within the specific business days listed in the website banner. Our support team is always happy to guide you at any step!

What are your processing times?

We aim to process items for shipping within 5-7 business days. However, our website banner will always contain the most updated information.

We know that timely shipping is crucial to our loyal customers. Our goal is to ship all orders in a timely manner. Whenever an extended delay is expected in shipping your package, expect an email notification.

Note: While we work five days a week to achieve our goal, during our peak holiday times, or inclement weather, delays may cause an overall increase in shipping times. We will notify you if this is the case. Look for processing times in the announcement bar.

Can I cancel my order?

We completely get it, we change our minds too! We are able to cancel orders placed within 24 hours IF they have not already been processed. For more help, please contact our customer service team.

How do I create an account to order?

If you click on the small person icon at the top right of each page on the website, account information will open. In order to create an account, click on “Create an Account” and enter your first and last name, email address, and choose a password. Click Create.

Shipping & Returns

Order placement

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the goods - we will ship your package within the specific business days listed in the website banner. Our support team is always happy to guide you at any step!

What carriers do you ship with?

We use USPS Priority Mail (1-3 days) and UPS for shipping, as we have had the best experience with these services. Please contact us if you need special arrangements and we will do our best to assist.

Please note: Once orders have been shipped and in the hands of the carrier, we no longer have any control over your shipment. We do everything we can to ensure a speedy and problem free delivery, however, some things are out of our control.

Can I return my items if I am not satisfied?

At this time, we do not offer returns due to the nature of our products. We also cannot accept returns on gift cards and third party products. If you have any further questions, please reach out to customer service team below.

Please note: If your product is faulty due to OUR craftmanship or arrives damaged, we will always make sure you are satisfied. We do not offer returns on products if care instructions were not followed or if you do not like the scent of a product.

What happens if my candles were damaged in the mail?

If damaged occur in transit to your package, please email detailed images of the products, packaging, and box to our customer service team within 3-5 days of receiving your package and we will assist you in the next steps. Please keep the items and packaging as in rare occasions we have needed to take the items to the local post office for inspection. 

Do you offer local pick up?

We do! You can check out as normal on our website and if you are local to the Eau Claire, WI area- there will be an option for you to choose local pick up! Once your order is ready, you will receive an email with detailed instructions to come and pick up your order!

Do you ship overseas?

No, we do not. At this time, we ship domestic only.

Do you have a storefront?

We dont! Right now we are online only! We do sell to local (and some far away) small businesses that carry our candles in their locations! We do offer local pick up in Eau Claire/Altoona, WI!

About our Products

How long will my candle burn for?

If taken care correctly, our Mason Jar candles have an approximate burn time of 80-100 hours.

How fragrant are your products?

Our products are designed to elevate - not overpower - your everyday. To ensure your space is well-scented, we suggest using each product in the appropriately-sized space.

Small Spaces: Melts, Room Sprays

Medium/Large Spaces: Mason Jar Candles, more than one wax melt burners, or burning multiple Mason Jar candles at a time in a larger space.

What are the burning instructions for your candles?

* Always keep wick trimmed to 1/4"

* Always place on flat surface while burning

* Keep away from children and pets while burning

* Burn for at least 2½ hours on the first burn or until the entire surface has turned to liquid wax to avoid "tunneling"

* Always read and follow the manufacturer’s use and safety instructions carefully

* Extinguish candle if it repeatedly smokes, flickers, or the flame becomes too high

* Always keep candles in sight when in use

*Keep wax free of wick trimmings, matches and any other flammable material.

*Do not burn candle when wax is 1/2" or less from the bottom of the container THIS MAY CAUSE YOUR CONTAINER TO CRACK.

What type of wax do you use?

We use 100% natural soy wax from right here in the USA!

Are your products 100% natural?

We use a blend of natural and synthetic ingredients. All of our fragrance ingredients adhere to strict safety standards set by the International Fragrance Association (IFRA).

Do your wicks contain zinc?

Our candle wicks are made of cotton and are free of lead and zinc.

Can your jars be recycled?

Yes! They can also be re-purposed into vases, storage containers, and more. To recycle or re-purpose your jar, we recommend thoroughly cleansing it with your favorite dish soap. At this time, we do not have a recycling program. We strongly encourage finding your local recycling center to dispose of old jars.

Are your products cruelty free?

All our products are 100% cruelty free and vegan friendly - this is extremely important to us!

Are your products handmade?

Why yes! Yes they are! Our company has been handmaking all of our candles since 2005!

Wholesale FAQs

What are your processing times?

Typical processing times are 7-10 business days from the time the order is placed (Monday - Friday)! Lead times can vary depending on current order volume.

How does shipping work for wholesale?

Shipping for wholesale orders is 7% of your entire order amount and is automatically calculated at checkout.

What is your minimum order amount?

$175 minimum order total for wholesale orders. We do require at least two of each scent per product as another minimum as well.

How do I become a SCC wholesaler?

We have a wholesale application form that can be found HERE. You can apply for an account with us and we will review your information and make a decision. You will recieve a contact either way. If approved you will get more information on terms and conditions, pricing, how to set up your account in total, etc.

What are your wholesale terms and conditions/pricing?

Once accepted to our wholesale program, you will recieve all information on terms and conditions, pricing, login info, etc!

Do you offer custom candles/white label?

Previously we did offer custom candles. Unfortunately at this time with our new branding, we are pausing this for the foreseeable future on all new accounts and potentially current accounts as well. If you have worked with us in the past, please reach out below for more assistance. We do not offer white label candles at this time, either.

What shipping service do you use for wholesale orders?

Mainly UPS!

Get in touch

Have questions about your order, or a general enquiry?