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. Shipping charges calculated by the shopping cart are estimated. Actual shipping charges will be applied after the order is packed and weighed. Credit card payments are manually processed offline when your order is ready to ship.

PHONE   Orders may be placed by calling our toll free number 800-281-4337, extension 111.  Our order desk is open Monday through Friday, 9:00am to 5:00pm Pacific time.

MAIL   Orders may be mailed to Cierra Candles, 4750 Longley Lane #103, Reno, NV 89502. 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.

FAX   Orders may be faxed to us at 775-829-0111.  We have provided a printable order form for your convenience. Please be sure to include payment information, phone number, and e-mail address or fax number where confirmation should be sent.

E-MAIL   Orders may be placed by e-mail to sales@cierracandles.com Please include complete shipping and payment information, and phone number. A confirmation will be sent via e-mail. Please note that credit card information submitted via e-mail is NOT encrypted for security.

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 FedEx and 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.

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, American Express, Discover, 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.

DECLINED PAYMENTS   You will be notified by phone and/or e-mail if your payment has been declined. The order will be unpacked and charged a 15% restocking fee if we have not been provided new payment information within 3 business days.

SHIPPING   Shipping charges are added to the order total and are based on weight and distance from our warehouse in Reno, Nevada. 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. You may also request FedEx shipping, however the rates may differ from those quoted for UPS. 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, Puerto Rico, and APO/FPO addresses are shipped via USPS Priority Mail, and most international orders are shipped via USPS Airmail Parcel Post, unless otherwise requested. A $2.50 handling charge is added to international orders for processing customs forms.

FREE SHIPPING   Free UPS Ground shipping, up to 30 lbs., is offered on orders over $99.00 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. Cases of wax, cases of 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. Packages weighing over 30 lbs, or expedited shipping, will be charged the amount over the basic free shipping allowance. The free shipping discount will be applied when your order payment is processed before leaving our warehouse. (Credit card payments are manually processed offline, not on our website.) Qualifying orders that are prepaid with PayPal will receive a refund to the PayPal account for the free shipping.

APO/FPO?  For our American troops overseas, we'd like to show our appreciation by offering a 50% discount off your Priority Mail shipping costs to an APO or FPO address. Order minimum and other limits noted above still apply.

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, may be returned within 30 days, subject to a 15% restocking fee. 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.

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).

SITE SECURITY AND PRIVACY POLICY  Cierra Candles highly values its customers and we respect your privacy. This site uses the highest technology available to ensure the security of your personal information. This information is never sold, rented, or shared in any way with someone else. Please see our Security and Privacy page for more information about submitting orders online and the customer information we collect.

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.