Frequently Asked Questions
- Online Ordering & Payment FAQ
How long does it take to process my order? Once you place your order, you will receive an order confirmation via email. Your order will be processed within 1-3 business days, Monday through Friday. Order processing time may extend to 3-5 business days during high-volume promotions, events, and National Holidays.
How can I track my package? Once your order is shipped, you will receive an email with your shipment's tracking number. You can track your package by clicking the link provided, which directs you to our shipping carrier's website: https://m.usps.com/m/TrackConfirmAction_input
How can I pay? We accept VISA, MASTERCARD, AMEX, DISCOVER, APPLEPAY, META, GOOGLE PAY, PAYPAL, Diners Club, and Geneva Candles & Co electronic gift cards.
Do you offer electronic Gift Cards? Yes, we do! Visit https://genevacandles.co/products/geneva-candles-co-gift-card?_pos=1&_sid=505b475db&_ss=r to purchase. Currently, electronic gift cards are emailed to the purchaser, not the recipient. We are working on updating this feature.
Why is my discount code not working? Your promo code may have expired, or it could have been entered incorrectly. If it still doesn't work, please contact us at help@genevacandlesandco.com
What are the different promotions you offer? We offer various promotions throughout the year, including discounted prices, sitewide percent-off deals, BOGO offers, free shipping, and gifts with purchases. Sign up for our newsletter to stay informed about these offers.
What if a product is out of stock? If a product is marked "Out of Stock," it may be replenished at a later date. However, we cannot guarantee specific restock dates or the return of particular fragrances, so purchase promptly to avoid missing out.
Why was my order canceled? Orders may be canceled due to incorrect pricing, stock availability, or suspected fraudulent activity. We apologize for any inconvenience this may cause.
- Shipping & Returns FAQ
When will I receive my order? Orders are processed, packed, and shipped within 1-3 business days. During peak seasons, this can extend to 3-5 business days. Orders ship from Atlanta, Georgia via USPS, Monday through Friday, excluding major holidays.
How much does shipping cost? Shipping costs vary based on location and promotional events. We aim to offer the best shipping options for our customers.
Do you ship internationally? Currently, we do not ship outside the United States but are working to offer this option in the future.
What if my items arrive damaged? While we package products to ensure safe arrival, we are not responsible for damages caused by our shipping carrier. Contact help@genevacandlesandco.com or https://m.usps.com/m/TrackConfirmAction_input if needed.
Do you accept returns? All sales are final. If you have a problem with your order, email us at help@genevacandlesandco.com with your order number and concern.
- Scented Candles FAQ
What are the ingredients in your scented candle wax? Our scented candle wax formula is a proprietary trade secret. Our fragrances are phthalate-free, paraben-free, and high-end, although not all are 100% natural. They contain a mix of essential and fragrance oils for optimal performance.
What kind of wicks do you use? Do they contain lead? We use 100% natural wood and cotton wicks, sustainably sourced in the USA. They are non-toxic and not treated with harmful chemicals.
How long should I allow my candle to burn? Do not burn your candle for more than 4 hours at a time.
When should I stop burning my wooden wick candle(s)? Stop burning your candle when there is 1/2"-1" of wax left to prevent the glass from overheating and potentially shattering.
Are scented candles triggers for asthma or allergies? While many use scented candles without issue, sensitive individuals should avoid specific fragrances that may trigger reactions. Burn candles in well-ventilated areas and consult your physician if you have concerns.
Is Candle Soot harmful? Candle soot is primarily composed of elemental carbon particles and is not considered harmful. It is similar to soot from everyday household sources like toasters and cooking oils.
For any further questions or concerns, please reach out to us at help@genevacandlesandco.com
