Woodwick Candles Canada - Jar Candles - Trilogy Candles - Reed Diffusers - Reed Diffuser Refills - Car Scents

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Answers...

I just received my first Woodwick Candle. What is the proper way to make sure it continues to burn properly?

Congratulations - you're going to love your new Woodwick Candle. You will find proper burning instructions on the bottom of the candle and on the underside of the wooden lid. Your first burn is critical to the success of future enjoyment. Please read carefully. Do not burn the candle if you do not have enough time to have the candle burn from wick to edge of glass. This may take between 3 to 4 hours. It's critical that this happens every time you use the candle! Our larger candles are not meant to be lit for 30 minutes and then extinguished. If this is the case, think about using our smaller or petite sizes... If you do not follow the above, you may end up with the wick drowning in wax and not burning properly in the future. Here are the instructions given with each candle:

For Best Results: Trim wick to 1/8" before each use and when the candle has burned up to 3 hours or begins to smoke excessively. To trim wick, gently break off burned edges with fingertips and discard. Neve burn a candle on our near anything that can catch fire. Place on protected heat resistant dry surface. Allow candle to cool completely before relighting or handling. Trim wick when wax is firm and cool. Keep wick trimmed to 1/8" - avoid drafts. Keep wax free of all loose wick trimmings. Discontinue use when 1/2" of wax remains. Never leave a burning candle unattended.

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I see you have different sized candles. How long does each burn?

1.7 oz. petites = 20 hours
3.4 oz small = 40 hours
10 oz medium = 100 hours
22 oz. large = 180 hours

Lets do some math... if you burned a candle in the evening for a relaxing get-a-way etc. we would be safe to say the candle would burn for 4 hours or so... therefore if you burned the candle every evening...

1.7 oz. petites = 5 evenings (almost one week)
3.4 oz small = 10 evenings (1.5 weeks)
10 oz medium = 25 evenings (almost one month)
22 oz. large = 45 evenings (1.5 months)

Of course, if you didn't burn the candle every evening, the timeframe increases substantially. These candles burn from top to bottom - clean to the edge of the glass!

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What type of wax and fragrances do you use to create Woodwick Candles?

Woodwick Candles are designed and created with our premium soy blend waxes and beautiful fragrances designed from essential oils.

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What do you mean the candle sounds like a crackling fire?

Woodwick Candles are one of a kind from it's feminine hourglass shaped glass container to it's handcrafted wooden lid. Of course, all Woodwick Candles have a wooden wick that crackles just like a wood fire always setting the right ambience and atmosphere... That's right... that wooden wick (specially hand crafted and sized for our line of candles, sounds like a fireplace with logs burning. If you've never heard our candles - you're going to love them. Our candles are show pieces, that feminine hourglass shape (licensed to Woodwick) is our signature style and our wooden lid with rubber seal, makes our candles worthy of any room in your house.

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I bought a candle from the United States and loved the smell! I cannot find it on your website. Is there something different about your Canadian inventory?

Yes! Our Canadian inventory is different, than our friends to the south. Since we have slightly different inventories than our friends in the United States, there may be a chance that the Woodwick Candle you purchased during your travels, may not be available here in Canada. - Sorry...

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About your fusion line of candles - I see they are 10 oz. in size, yet they are more money than your other 10 oz. candles, why?

Two reasons... One - our Woodwick Fusion Candles come in a hand blown glass - actually since each one is hand blown - they are all slightly different from the other in design. In fact, after you're done with the candle, you should keep the glass container, as they are beautiful glass art. Two - the fragrance is doubled up. We use twice as much fragrance (quantity) than in any of our other candles. The smell is outstanding... Plus, the fragrances we use in our Woodwick Fusion line is unavailable in any of our other candle selections. If you haven't tried our Woodwick Fusion line of candles - here's a quick link. For these reasons - we need to charge a bit more for these candles than our other 10 oz. candles.

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Do you carry some type of accessory that allows me to trim the wick - per your instructions?

Yes, we carry a beautiful Woodwick Trimmer that will make easy work and keep your fingers clean when trimming the wick. Our trimmer is long enough to easily reach the bottom of the glass and will "catch" the trimmings for you. You can order our Woodwick Trimmer by clicking this link.

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My candle doesn't want to stay lit - any ideas?

Yes, make sure to read our first question about what is the proper way to burn a Woodwick Candle. If you were not able to burn each candle for the length of time required, you may find the candle does not stay lit for you. Just make sure the next time you light the candle you keep it burning for the required time to have the wax melt to the edge of the glass, this usually corrects any burn issues.

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I bought my candle from a local retail store or mall kiosk but now that company does carry the Woodwick Candle line any more. I want to buy more, what can you suggest?

We know Woodwick Candles are hard to find in Canada, that's why we've created this website and online retail store. You'll sure to find what you're looking for right here - year round! Our prices are very reasonable and all of our candles are reduced in price if you order two or more of the same candle. Our shipping rates are fair, so why not order today! Rest assured we'll be here when your ready to order.

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We see the candle fragrance we love is now discontinued based on the information on your website. Is there any small chance you have a few left in your warehouse?

We may still have a few in our warehouse, although the quantity may be to low for a large order, we may be able to find some. Send us an email and we'll have a look for you. Once an item is discontinued you can no longer order it from our on line store but, we can still work something out if we can find the discontinued fragrance for you. Interested? Email us here.

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Your shopping cart asked me if I wanted to make an account. What's up with that? What's the advantage to having an account with you?

You do NOT have to make an account to use our shopping cart. However, there is an advantage if you do. Those customers that set up their own account can quickly review previous orders, using the order history option, so they can see what they ordered and either get more of the same or try some different candle fragrances. If for some reason you need an invoice from your sale, the shopping cart will keep track of your orders and you can print an invoice at your leisure.

Plus, if you create an account, you will not be required to fill in your billing and shipping information each time you wish to purchase product from us.

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How safe is your shopping cart when I give you my credit card number over the internet?

Rapid SSL® provides security to Woodwick Candles Canada by encrypting data between our domain and your browser. Rapid SSL® has verified that Woodwick Candles Canada controls this site/domain. Records reviewed by Rapid SSL® confirm Woodwick Candles Canada to be an existing Company/Organization at time of their review.

Woodwick Candles Canada holds a web site identity assurance warranty of $1,000,000. This means you may be insured for up to $1,000,000 when relying on the information provided by Rapid SSL on this site.

If you understand the internet and the passing of information - you'll notice our web site changes from the http:// protocol to one that is secure similar to https:// - although most of our customers don't "see" the change. When you enter your credit card information the web page moves (automatically) to the secure web format of https:// which means that only your computer and our computer at sending and receiving information.

It costs us a large monthly fee to provide this service to you - but, we want to make sure that you're confident in providing us with your credit card information and that your credit card information is used properly and only for the purchases you wish to make.

p.s. - you'll also notice the little "lock" icon in the lower portion of your window browser once you enter any site with the https:// protocol including ours!

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Do you keep my credit card number in a file on your computer's hard drive or in any other database that has access to the internet?

No we do not. In fact, those customers that order from us over and over can attest that they have to input their credit card number every time they make a purchase. Our shopping cart is designed NOT to collect your credit card number. It only transfers it to be processed.

It's a small inconvenience to input your credit card number over and over but, it's safer that way for all of us!

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I don't have a credit card but I would like to buy your candles. Can you help?

Yes! Our shopping cart allows you to select "$Cash - Send Cheque or Money Order" in lieu of using your credit card. You will shop as you normally do and upon check out, make sure to select that particular option. We'll contact you with the particulars and fill your order once we receive your cheque or money order. Tthe order is shipped out after 10 days (to clear the cheque)... No credit card - not to worry, we've got you covered...

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Can I find out what my shipping cost are BEFORE I place an order with you?

Of course, you can figure out how much shipping costs before you confirm your order. In fact, our shopping cart does this for you AUTOMATICALLY. Basically, you'll fill your cart with what you think you'll be ordering and the shopping cart will tell you what the shipping is from our place to yours. Then if you like you can finish the order or if for some reason the shipping amount is not what you're willing to spend right now - you can EMPTY the shopping cart and think about it for another time.

While you're calculating your shipping - NO CREDIT CARD info is asked. That only happens AFTER you have accepted the cost of shipping. We use RTR's (Real Time Rates) so the price the shopping cart displays is an actual cost of shipping. Many other companies inflate their shipping rates because their price is just an estimate and they do not want to loose money when it comes to shipping so, most companies will actually charge you more.

With RTR's our cart goes to the Canadian Fedex site, and does an actual calculation as to what the cost is - from our place to yours and what you have in the cart based on weight.

This all happens behind the scenes and only a small delay is encountered on our website (to display the final price) so most customers don't notice the cart went to fedex and back! It's an expensive investment (on our part) but, one we have found benefits our customers. So fill your cart, fill out your shipping information and then "see" what the shipping cost is... later you can add more items and check the shipping again or you can empty your cart and cancel your order.

To be clear... not until you accept the shipping rate will the cart begin to ask you about your payment options. Remember, the more items you place in your cart, the more cost effective your shipping rate is. Sometimes one item is more expensive to ship than 10 or 12 items because the cost of shipping can be divided into more items, bringing the cost of shipping per item down.

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What shipping options are available to me?

When you use our shopping cart and you have finished placing items in your cart, you'll be asked to provide an address because our shopping cart will connect with FedEx (our shipping courier), behind the scenes, and calculate your order "live". This is based on the number of items in your cart and the combined total weight of the items in your cart + your shipping location.

This allows the ACTUAL shipping cost to be charged to you. We don't make up a shipping rate, or inflate the shipping rate, what FedEx charges us to ship the items out is what you pay. Not a penny more. Be careful of sites that do not provide Real Time Rates, as usually you'll be paying much more for shipping. We have NO hidden costs associates with our shopping cart.

Of course, if you are near the Leamington area and wish to pick up your order from our studio - you can - as our shopping cart also allows you to select, "Do Not Ship - Will Pick Up Order". There is a zero shipping charge for picking up your order from our studio.

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Is there anywhere that you do not ship?

As long as FedEx can get it there we can ship it. Currently our Real Time Rates from FedEx work in Canada and the United States only. We have shipped to other countries but, you'll have to contact us for a shipping rate.

However, FedEx will NOT deliver to P.O. Boxes - that is their policy. If the only shipping address you have is a P.O. Box then either use a family or friends address or more commonly use your work address.

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Can I pick up my order from your place of business?

Yes you can, as our shopping cart also allows you to select, "Do Not Ship - Will Pick Up Order". There is a zero shipping charge for picking up your order from our studio.

When you're ready stop by:

156 Robson Road
Leamington, Ontario
N8H 5P9
519.791.2668

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How are the taxes handled if I am not a resident from the Province of Ontario or I reside in the United States?

If you live in Ontario the shopping cart will charge you the G.S.T. and the P.S.T. for all the items in your shopping cart.

If we ship your items to another Province within Canada other than Ontario, you will be charged the G.S.T. only. No P.S.T. is charged on your items.

If we ship your items to the United States, you will NOT be charged the G.S.T. or the P.S.T. on your items. However, you MAY be required to pay the duty on the items. Usually, you will not have to worry about the duty if your order is less than $250.00.

Some customers that have purchased more than $250.00 have not been charged the duty, while some customers that have purchased less than $100.00 have been charged the duty on their order. This seems to be completely random so, although "technically" all should pay the duty, that does not seem to be the case.

If you do have to pay the duty, you'll do so with our FedEx shipper, at your end.

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How fast can I expect my order to be filled?

We have most of the Woodwick Candles in stock as we fill orders daily and weekly as they are placed. However, you'll need to keep in mind that all of our candles and other products are processed off site, so if we find ourselves short, it may take a extra day or two to complete the order.

When you place your order, we are instantly notified that an order has been placed! We usually have our order processed and available to work on it within the next 48 hours. Our shopping cart will automatically send you an order confirmation of what you selected to the email address you provided when you placed your order.

No one has had to wait more than a few days to confirm their order has been sent to us for processing. Keep in mind that the shipping may take longer than the process of filling your order!

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I sent a email to you and no one has responded. Why?

Rest assured we answered your email. The question is, where did it go?

Make sure to allow email from Woodwick Candles Canada and the domain www.woodwickcandles.ca

Many of our emails are ending up in spam folders. Check there first. If you have configured your spam folder to automatically delete email it finds in there, you'll NEVER get an email from us. Too bad...

Just make sure to add Woodwick Candles Canada and http://www.woodwickcandles.ca as good mail, not spam mail.

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Do you have a retail or wholesale print catalogue or price list - other than what is found here on the web site?

No... We have tried to prepare printable versions of our web site but, our inventory keeps on growing so we would not be able to keep up with the new entries. When you visit our web site you are viewing the most current version of our inventory and pricing structure.

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Frequently Asked Questions

About Our Woodwick Candles...

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About Our Shipping Rates...

About Our Emails...

Other Info...