Policies

Shop Policies

Our Standard

Welcome to Solid Ground Candle Co. We believe in clarity, integrity, and quality. To maintain our commitment to high-capacity service and consistent fulfillment, please review our policies below. By placing an order, you agree to these operational terms.

💳 Payment & Security

  • Verification: All payments must be fully cleared before production and shipment begin.

  • Technical Support: If you encounter issues during the checkout process, please contact our support team at [Your New Email]. We prioritize secure, seamless transactions.

🚫 Cancellation Policy

  • Commitment to Order: We do not offer cancellations once an order has been submitted.

  • Operational Rationale: To maintain our industry-leading processing speeds, our fulfillment system initiates immediately upon order confirmation. Furthermore, non-refundable transaction fees are accrued at the point of sale. We ask that you review your selections carefully before finalizing your purchase.

🔄 Returns & Exchanges

We stand by the quality of our craftsmanship. We accept returns or exchanges on unused soy wax melts and unlit candles in their original, pristine condition.

  • Restricted Items: Due to safety and hygiene protocols, Room Sprays, Fragrance Oils, and Body Products are final sale and not eligible for return or exchange.

  • Logistics & Fees: The buyer is responsible for all shipping costs associated with returns and exchanges. Original shipping fees are non-refundable.

  • Shipping Deductions: For returns on orders that originally qualified for free shipping, the refund will be the item total minus the actual shipping cost paid by SGCC to the carrier.

  • Restocking: Any transaction or selling fees incurred by our shop during the original purchase will be deducted from the final refund amount.

📦 Shipping & Environmental Protection

  • Climate Sensitivity: Our products are high-quality wax and are sensitive to extreme temperatures. Please ensure your delivery address is a climate-controlled location where the package can be received immediately. We are not responsible for products damaged by being left in sun-exposed mailboxes or outdoors.

  • Asset Protection: Solid Ground Candle Co. is not responsible for stolen packages once delivery is confirmed by the carrier.

  • Missing Shipments: If your tracking status is "Delivered" but the package is not found, we recommend the following protocol:

    1. Verify the delivery with your local USPS/Carrier branch using your tracking number.

    2. Review any available security or doorbell camera footage.

    3. File a formal report with your local authorities if theft is suspected.