Shipping Questions
How much is shipping?
For all US orders, I offer 4 shipping methods. Estimated arrival dates are not guaranteed. Unforeseen and weather delay circumstances may impact your delivery time. (Delivery times may not apply to rural areas, Alaska, Hawaii, Po Box, US territories, APO, FPO & International addresses)
Flat rate: $8.95 – Estimate arrival time 7-10 business days
Ground: $13.95 – Estimate arrival time 3-7 business days
2-3 Day Rush: $21.95 – Estimate arrival time 2-3 business days (please allow 24 hrs to process your order)
Next Day: $34.95 – Estimate arrival time next day (please allow 24 hrs to process your order)
When will my order ship?
Your order will be shipped shortly after we have received payment and after your order has been processed. I typically have inventory on hand, therefore processing is just a matter of packing up your order however I do need to occasionally restock various scents depending on how many orders come through at once (it gets crazy sometimes LOL) and when this happens I do have to actually make the candles, which takes 48 hours minimum – mostly for cure times as I want to ensure you’re candles are ready to use as soon as you receive them!
You can also check on your order by creating an account. After you have placed an order you may click on the “My Account” at the top right-hand side of the website next to our social media links. You will also receive a shipment confirmation when your order has shipped with tracking information within 24-48hrs of shipment.
How do I track my order?
You will receive an email with your tracking number. You can also click the “My Account” link at the top right-hand side of the website and click on order. You should see your tracking number. Still can’t find your tracking number? Contact me
My order never arrived?
Click the “My Account” link at the top right-hand side of the website to track your order status. Be sure that your order status is marked completed and all of the items in your order have shipped already. If your order status is processing your order is still processing and will ship shortly. If your order has the status as completed, you can view your package tracking number and check with the shipper to see the status of your package. If your package shows a status of “delivered”, please contact the shippers’ customer service for assistance.
An item(s) is missing from my shipment?
Click the “My Account” link at the top right-hand side of the website to track your order status. Be sure that all the items in your order have shipped already. If any items are on backorder it should be displayed in your order section. You should have received an email stating which product will be shipping once it is in stock. If you have any additional questions please contact our team.
How do I change quantities or cancel an item?
You can change the quantity of the candles you are ordering on your cart page or cancel an item. Once your order has been placed you cannot manually cancel the order or change quantity. You will need to notify us immediately to update your order, Contact us!
International Shipping
Do you ship to my country?
Currently, we only ship to the United States and Canada.
Payment Options/Taxes/Billing
What are my payment choices?
During the checkout process you may choose any of our current payment options; Visa, AmericanExpress, Discover, MasterCard or PayPal.
Once you have selected your candles, go to your cart page, verify your order and select “Proceed to Checkout” fill out your billing information/shipping information and select your shipping option and proceed to the PayPal popup. You can log in to PayPal or at the bottom select “Pay with Debit or Credit Card”. Follow the instruction to finish your order. Once your order has been placed you will receive an email. Please note that your order will not ship until we receive payment.
Do I have to pay Sales Tax?
At this time, you only have to pay sales tax if you are located in the same state as our warehouse, California. This is subject to change with any new law or regulations at any time. Please check back for the most current sales tax charges that can accrue.
When will my credit card be charged?
Your credit card will be charged within 24 hrs prior to shipment of your candles.
I have a question on my charges?
To review your order click the “My Account” link at the top right-hand side of the website. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact our team.
I need a copy of my receipt or invoice?
Click the “My Account” link at the top right-hand side of the website to Orders, Action, View. Then you can print your invoice.
Return and Refunds
How do I return a product?
If you are not 100% satisfied with your purchase, we have a 30-day return policy on any unused/never lit candle (unless there’s a legitimate defect) with proof of purchase. To return please contact us directly to request a return. You will be required to pay for the return shipping, and will not be credited for shipping.
When will my credit appear on my account?
Credits usually take 7-10 business days to process from the time we receive your item(s).
I received the Wrong Item?
If you feel that you have received the wrong candle(s), please contact us within 72 hours of receiving the candle(s). Contact us
My Account
How do I create an account?
Accounts are created when you place your first order. If your placing a new candle order with Vela Tarina at the “Checkout” page under billing and shipping info, you will be asked to join our mailing list and to create an account. If you select to create an account, it will be created. If you’re a returning customer in the “Checkout” page select the “Click here to login” at the top of the page. This will allow for your order(s) to be in the same location. You can sign in to your account by clicking the “My Account” link at the top right-hand side of the website. NOTE: Your Information is NEVER sold to any other companies and is kept completely private. Please view our Private Policy for more information.
How do I edit My Account information?
Click the “My Account” link at the top right hand side of our website. Login and on the left hand side select “Account Details” to update your account information.
I forgot my password?
Click the “My Account” link at the top right hand side of our website. Below login Click “Lost your Password” and follow the steps to reset your password. That link will send an email to you with a way to update your password.
Privacy and Security?
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect. Security: This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
Have additional Questions?
Don’t see an answer to your questions. Please contact us, we will be in touch shortly