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FAQ's

Frequently Asked Questions

What are these "Points" for?
I received my order damaged, what do I do? Who do I contact?
Can I change the shipping address once an order is placed?
Do you offer gift certificates?
Do you ship internationally?
Do you ship over the weekend?
Do you ship to post office boxes?
Do your wicks contain lead?
Does choosing FedEx Next Day Air mean that my order will arrive tomorrow?
How do I create an account?
How do I use my coupon?
Is there a way to order discontinued candles & accessories?
May I choose a different carrier?
What if an item is defective or arrrives damaged?
What if I've forgotten my password?
What is the difference between business and regular calendar days in regards to shipping?
What methods of shipping do you offer?
When will my order ship?
How do I get set up as a retailer?
I don't like the fragrance of the candles I ordered, can I return them?
Can I return my order for credit?
What is the "Hot Zone" shipping schedule?
What is your policy on reselling?
I used a freight forwarder and my shipment arrived damaged, what do I do?
I want to cancel my order, how can I do so?



What are these"Points" for?
We are pleased to announce our special Customer Rewards program for our frequent shoppers. As you shop with us you collect points for every item you buy. For every 200 points you save up you are eligible to redeem a $10 gift certificate good for anything on our website! Simply visit your account to see how many points you've earned and to redeem them.

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I received my order damaged, what do I do? Who do I contact?
We truly apologize for any issues you may encounter during your shopping experience and we want to help resolve any problems you may have. For damaged orders please use our "Contact Us" form to send us an e-mail or call us at 1-800-827-2231 within 5 business days of delivery and we will be more than happy to help you through this process.

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Can I change the shipping address once an order is placed?
No, please look over your order details carefully when you place your order as we are not responsible for mis-typed addresses. Once an order has been shipped with an incorrect address a $15 fee will be imposed to change the address. Please note this can only be done if the order has shipped via FedEx Ground. FedEx Smart Post orders CANNOT be changed.

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Do you offer gift certificates?
Yes. We offer electronic gift certificates in increments of $25, $50, $75, $100 and $150. Simply go to our "WoodWick Gift Sets" category and click on "Gift Certificates".

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Do you ship internationally?
No. We apologize but we cannot ship internationally..

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Do you ship over the weekend?
No. At this time we only ship Monday through Friday. Please see our Hot Zone shipping schedule for exceptions.

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Do you ship to post office boxes?
Yes. Orders may be shipped to PO boxes when using our basic shipping only - FedEx SmartPost.  All orders requesting FedEx Ground or Express shipping must be placed with a physical address. Orders with a P.O. box address listed may experience delays as we would have to contact you regarding a physical address. If no return contact is made within 3 business days your order will be cancelled and refunded.

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Do your wicks contain lead?
No. Virginia Candle has never used lead wicks and we never will.

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Does choosing FedEx Next Day Air mean that my order will arrive tomorrow?
No. Please allow 2-4 business days for processing before shipment

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How do I create an account?
Please click on My Account in the navigation bar then Create An Account. After that simply follow the instructions provided.

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How do I use my coupon?
When viewing your cart simply type your coupon code into the Apply Coupon box and hit Submit. There is a limit of one coupon per order, and coupons MUST be used before confirming your order. We are not responsible for coupons not being entered at time of purchase. If you have any questions please contact us before submitting your order. Coupons cannot be redeemed after you have confirmed the order.

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Is there any way to order discontinued candles & accessories?
Discontinued items are normally not found on our site, but limited quantities may occasionally be available in our clearance section. Some seasonal fragrances (fall/winter or spring/summer) that have been rotated out may become available again in the appropriate season of the year.

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May I choose a different carrier?
At this time orders are only shipped via FedEx.

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What if an item is defective or arrives damaged?
Your complete satisfaction is our goal. If your product arrives damaged or is in any way defective please contact us via our "Contact Us" form online or call us at 1-800-827-2231. Your account will be credited or replacement product shipped promptly. Please retain the original packaging materials so that we can have the damaged merchandise shipped back to us.

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What if I've forgotten my password?
Please click on "Login" in the upper right-hand corner of the home page and simply follow the instructions provided at the bottom of the page.

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What is the difference between business and regular calendar days with respect to shipping?
Business days are Monday - Friday. Weekends and holidays are not considered business days.

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What methods of shipping do you offer?
Standard shipping is via FedEx SmartPost. You may choose to pay additional charges for FedEx Ground, 2nd Day or Next Day Air

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When will my order ship?
The majority of orders ship in 3 to 5 business days. 

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How do I get set-up as a retailer?
Please e-mail us at customerservice@virginiacandle.com, we will respond within 24-48 hours with further instructions.

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I don't like the fragrance of the candles I ordered, can I return them?
Unfortunately we do not exchange candles based on personal fragrance preference. All sales are final unless there is a defect in the wick.

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Can I return my order for credit?
Unfortunately we are unable to accept returns at this time. VCC is not responsible for orders returned without permission. If a item arrives to you broken or is defective please call us at 1-800-827-2231 for further assistance.

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What is the "Hot Zone" shipping schedule?
To prevent damage to your product caused by melting we have instituted a shipping schedule for the summer through early fall months based on the state you live in:
    WA, OR, CA, NV, ID, MT, WY, UT, AZ, NM - These states ship on MONDAYS ONLY
    CO, KS, OK, TX, LA - These states ship on MONDAYS & TUESDAYS ONLY
    ND, SD, NE, MN, IA, MO, AR, WI, IL, MS, AL, GA, FL - These states ship MONDAY - WEDNESDAY
    MI, IN, OH, PA, NY, VT, ME, NH, MA, RI, CT, NJ, DE, MD, WV, KY, TN, VA, NC, SC - These states ship MONDAY - THURSDAY

    To ensure product does not sit over the weekend and increase the chances of melting WE DO NOT SHIP ON FRIDAYS.


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What is your policy on reselling?
All products listed on the Virginia Candle Company website are for PERSONAL USE ONLY. Any individual purchasing our items with the intent of reselling will be banned from our site. We reserve the right to refuse the purchase of any individual we suspect of reselling.

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I used a freight forwarder and my shipment arrived damaged, what do I do?
At this time Virginia Candle does not have any authorized third party shippers, because of this we are not responsible for any items that may be reported as missing or broken by the 3rd party shipping service. We apologize for the inconvenience but in light of this policy we will not be able to refund or reship items to customers outside the U.S.

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I want to cancel my order, how can I do so?
Orders may be cancelled as long as their status reflects "New". Orders that are "In Processing" cannot be guaranteed cancellation. If you wish to cancel your order please call us at 1-800-827-2231. E-mail/web form is not recommended as your message may be received after your order has processed. If you requested cancellation via e-mail/web form and the order has already shipped you will be responsible for return shipping charges, a 15% restocking fee and any damages that may occur as a result of transit. VCC is not responsible for any return or additional charges if the correct communication channel is not used.

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