If your order has been shipped via USPS...
In certain cases, packages may remain in a "pre-shipment" status throughout their journey to your destination. This means that your item might arrive at your doorstep even while the USPS tracking information still shows it as pending. We've personally spoken to USPS staff and have learned that, in an effort to expedite package movement, some facilities may skip scanning certain items.
How can we assist you personally with delayed shipments? Unfortunately, we cannot access additional tracking details beyond what USPS and UPS provide on their tracking interfaces. UPS has been more diligent in communicating delays, and we appreciate their efforts. If you are concerned that your package may be lost, please reach out to us directly via email, and we'll do our best to assist you.
DOMESTIC SHIPPING
- USPS 2-3 Priority Shipping: Typically arrives within 1-3 business days after placing an order.
- If you have ordered multiple items and one of them is on pre-order, please be aware that your entire order will ship once the pre-ordered item becomes available, which could take 2-3 weeks.
- If you require express shipping, please call us at 937-718-2942 or message us on Facebook.
- Please double-check the accuracy of your shipping information during checkout. Currently, we have limited ability to modify an order once it's been placed. However, if we can make updates on your behalf, please note that these changes won't be reflected in your shipping confirmation email.
- Once an order has been shipped, the tracking information is beyond our control. While we'd love to be in charge of the final delivery, it's not within our hands. Unfortunately, we are unable to replace missing or stolen packages.
- You should receive a shipping notification with tracking information as soon as your order leaves our fulfillment center.
TAXES
We will collect and remit sales tax for states as required by law.
INTERNATIONAL SHIPPING
Exciting news! We now offer international shipping!
REFUNDS + EXCHANGES
At TheSoyala Candle Co., we take great care to inspect all our products before shipping them to you. Due to the nature of our products, we cannot accept returns or offer refunds for used candles. However, if a product arrives damaged during shipment and you provide photographic proof of the damage within 3 days of delivery, we will gladly replace or refund it.
For unused products, you may return them within 7 days of purchase. Please note that the buyer is responsible for the shipping costs for all return items. We currently do not offer exchanges.
If your package sustains damage during shipping, you can return your unused candle(s) for a full refund of the purchase price, excluding shipping and handling costs, within 12 days of delivery. Please contact us at info@thesoyala.com for further details and assistance.
