SHOPPING CART Orders may be placed online using our advanced shopping cart system. Items may be added to your cart from either the product detail or category pages, and your order is securely completed on our SSL encrypted checkout. Credit card payments are processed through our merchant account, no credit card information is stored by us.
PHONE Orders may be placed by calling our toll free number 888-873-9676, if we are not available, please leave a message and we will return your call.
MAIL Orders may be mailed to Cierra Candles, PO Box 316, Lakeside, MT 59922. We have provided a printable order form for your convenience. Please be sure to include payment information, phone number, and e-mail address where confirmation should be sent. We will contact you to verify the order and the shipping rates before you are billed.
E-MAIL Orders may be placed by e-mail to firstname.lastname@example.org Please include complete shipping information, and phone number. We will call you to verify your order and payment information. Please note that credit card information submitted via e-mail is NOT encrypted for security. Please do not send your credit card information via email. We will call you for the information.
NOTIFICATION A copy of your final invoice indicating total charges, tracking number(s), and any items temporarily out of stock, will be sent via e-mail when your order is shipped. For UPS deliveries, notification of the shipping date, delivery address, and tracking number will also be sent via e-mail by the carrier. If your order was placed online, the status of your shipment may be checked by logging in to your Cierra Candles account, or you can use the link on the home page.
MINIMUM ORDER We do not require a minimum order. However, you may find that shipping charges tend to be proportionately high on very small orders.
TERMS OF SALE All orders must be paid in full prior to shipping. We do not ship COD. Payment in US funds may be made with Visa, MasterCard, PayPal, money order, or cashier’s check. Personal or business checks received will be subject to a 10-business-day hold until payment clears the bank. Checks returned for non-sufficient funds will incur a $20.00 service charge in addition to applicable bank fees. We do NOT ship outside the US, unless by special arrangement. Due to very high shipping rates, it is not feasible for us to ship outside the US. Orders placed with non-US addresses will be cancelled. If you are outside the US and would like to place an order, contact us with what you would like and we will get you a quote. If you are ok with paying the high shipping and customs fees, we will happily ship to you.
DECLINED PAYMENTS The website will not allow an order to be placed if your credit card is declined. If you are placing an order via phone or mail, you will be notified by phone and/or e-mail if your payment has been declined.
SHIPPING Shipping charges are added to the order total and are based on weight and distance from our warehouse in Lakeside, MT. Shipping options and estimated rates are quoted for comparison before and during checkout online. UPS is our preferred shipper, however we reserve the right to choose another carrier if necessary. We offer standard UPS Ground and expedited shipping via UPS and FedEx at residential rates, as well as USPS Priority Mail. Please allow 1 to 6 business days for ground transit. 1, 2, or 3-day shipping options will not decrease the order processing time, but offer expedited delivery once the order has left our warehouse. Orders to Hawaii, Alaska and APO/FPO addresses are shipped via USPS Priority Mail.
Free Shipping Free UPS Ground shipping, on qualifying products, is offered on orders over $100.00 that are shipped within the 48 contiguous United States. The qualifying order total is the subtotal of all products purchased before any sales taxes, if applicable, or shipping charges are applied. Wax, Additives, Soap base, and 4-gallon bath & body bases are not eligible for free shipping. The price of these items, however, is included toward the qualifying order total, and all other items in the order will ship for free.
ADDRESS CORRECTION FEES Packages are sent to the "Ship To" address provided when the order is submitted. If the address is incorrect, please notify us as soon as possible so the correction can be made before the package is shipped, since a $5.00 address correction fee is charged by the shipping carrier (UPS, etc.). If the carrier-corrected address is different than the "Ship To" information provided to us, the customer will be charged for the fee.
DAMAGES Do not accept damaged packages from the carrier! All orders leave our warehouse carefully packaged and sealed, and the carrier is responsible for merchandise while in transit. If a package arrives damaged, the receiving customer must file a claim with the carrier within 10 days. If you have accepted the delivery, be sure to keep ALL packaging materials and contents for inspection by the carrier. Notify us as soon as possible if you need assistance with your claims.
BACKORDERS Items temporarily out of stock will NOT be placed on backorder. We will try to indicate on your invoice when the item(s) are expected to be available for reorder. While every attempt is made to ensure sufficient stock on all products, we cannot guarantee availability.
RETURNS Unused merchandise in original packaging, (excluding fragrance oils, liquid soap dyes, soap and bath and body supplies), may be returned within 30 days. If items are returned because of defect or error on our part, the items will be replaced or credited without incurring the restocking fee. Orders that are refused upon delivery by the customer, and returned by the carrier, will be subject to return shipping charges and restocking fees. Refunds will be issued in the same form as original payment.
Fragrance oils can not be returned. If you are unsure if you will like the fragrance, or if it will work in your application, please order the 1 oz Sample Size and test first. Bath and body bases, and soap bases can only be returned if they are unopened, and the seals have not been broken. Due to sanitary issues, we can not accept returns in any other condition.
WARRANTY AND LIABILITY DISCLAIMER The information contained on the Cierra Candles website is, to the best of our knowledge, accurate and complete. All information, products, and services available on this site are offered without any expressed or implied guarantees by Cierra Candles, nor do we accept any liability connected with the use of the information, products, or services contained on this site. By using this website, you accept the terms of the User Agreement and understand that your use is at your own risk. Please see our Warranty and Liability Disclaimer to view the full User Agreement.
PRICE CHANGES All prices are subject to change without notice due to cost fluctuations beyond our control. Price adjustments are effective immediately when posted to our website. All prices exclude shipping and handling. The customer is responsible for any missed sale prices or discounts, for any reason, due to price changes that occur between product selection and final purchase (i.e. when items are placed in a "Saved Cart" and then purchased at a later date).