Support
Questions we get most.
If yours is not here, email hello@creekcandle.us and we will answer within one business day.
Orders and shipping
How much is shipping, and how long does it take?
Free shipping on US orders over $60. Below that it is a flat $5 anywhere in the United States.
We ship in 1–2 business days from Bellingham, Washington. USPS Ground Advantage usually lands in 3–5 business days after that, so most US orders arrive within a week.
Do you ship outside the United States?
Yes, to Canada, the UK, the EU, Australia and New Zealand. International shipping is calculated at checkout by weight and typically runs $14–28 for one to three jars.
Import duties and taxes are the buyer's responsibility. Transit is usually 7–14 business days.
Can I change or cancel an order after placing it?
If it has not shipped yet, yes — email orders@creekcandle.us with your order number. Once it is with the carrier we cannot pull it back, but you can still return it under the returns policy.
My tracking has not updated in a few days.
USPS sometimes does not scan a package until it reaches the destination hub, which can leave tracking quiet for 2–4 days. If it has been more than seven days with no movement, email us and we will chase it or replace it.
Returns and refills
What is your returns policy?
Thirty days from delivery, unused and in the original jar. If it arrived damaged, or it simply is not the scent you wanted, email us and we will sort it out — you do not need to fight us over it.
Full details on the shipping and returns page.
What happens if a jar arrives broken?
Send a photo to orders@creekcandle.us and we will ship a replacement at no cost, no return required. This happens in under 1% of orders, but it does happen.
How does the $16 refill work?
When your candle is finished, wash the jar out, email us for a prepaid shipping label, and send it back. We refill it with any of the six scents and post it out again for $16 flat.
We do not need the original label and we do not mind if the glass has some wax residue — the washing is our job.
Using the candle
Why is my candle tunnelling down the middle?
Almost always because the first burn was too short. Burn it for about two hours the first time, until the melted wax reaches the edge of the jar. After that it will burn evenly on its own.
Second most common cause is a wick that has not been trimmed. Cut it to roughly 5 mm before each burn.
Is soy wax safe around pets and kids?
Soy wax itself is food-grade and burns clean. Our fragrance oils are phthalate-free and we do not use dyes.
Some essential oils are not good for cats and birds, however. If you have a bird or a cat, keep the candle out of reach and ventilate the room. Never leave a burning candle unattended, and keep it away from anything that can catch.
Why is the scent weaker than a shop-bought candle?
Because we are not using paraffin. Paraffin throws fragrance harder, and soy throws it more gently. Ours scents a room; a paraffin candle scents the hallway.
If you want a stronger throw from a smaller space, burn it in a room with the door closed.
The wax top is uneven. Is that a problem?
No. Every jar is poured by hand in batches of forty, so the surface sets a little differently each time. It is cosmetic and does not affect the burn.