If you have placed an order and you need to cancel it, we will do our best to accommodate your request. Notifying us that an order needs cancelling is not a guarantee that we will be able to retrieve the order if it has already been processed. It is best if you can email us detailing the transaction (include your name, company name, address, and order number) and call with this information as well to confirm we are able to cancel your order. If we are not able to cancel your order and it does ship, you can refuse the package at time of delivery. If you refuse the package, you will still be responsible for the shipping charges on that order, and store credit will be issued for the merchandise when it is returned to us.
You are welcome to pick up your order at our facility located in Keller, Texas! You may place your order online, over the phone, or in person and we can have it ready for you to take home within a few minutes. If you are ordering a pallet of items and require it to be broken down and hand-loaded into your vehicle, we charge a $30 handling fee for these orders. We do not let customers hand-load these orders into their own vehicles due to liability purposes. If you are not sure if your vehicle or trailer can handle a pallet you may note that they are all about 40" W x 48" L and at least 48" H. You can find the weight of the items on the pallet by adding them to the shopping cart on our website and viewing the view/edit cart screen.
If an order is placed and it is determined that one or more items is out of stock, we will do our best to contact the customer so that they can either choose a different product or receive a refund for that item that is out of stock. If we do not hear from the customer by 4PM CST that same business day, we will ship the rest of the items on the order out and issue a refund for the out of stock item plus the shipping costs for that item. If there is only one item on the order and it is out of stock, we will attempt to contact the customer but if we do not hear from them we will wait until the customer contacts us so they can let us know if they would like to choose a different product or cancel the order.
Due to sanitary reasons, we do not accept returns for consumable merchandise if it has been opened. This includes fragrances, dyes, waxes, and additives. If the product has not been opened, we usually will accept a return if it has been within 30 days of purchase. For example, if a fragrance oil has not had the foiled seal broken, we are able to accept a return on it as long as it is within 30 days of purchase. This policy is for your benefit to ensure that you get a safe, sanitary and 100% unaltered product that has not been contaminated by any outside sources. For this reason, we recommend ordering sample sizes of these products (when available) before buying a larger quantity.
Returns must be received in good, unused condition in order to be accepted. If items are not received in resalable condition, they may not be accepted. Once the return is received by us, we will issue a refund to the original credit card used for purchase.
Prices are subject to change without notice. Any changes will be effective immediately and reflected on our website. Please refresh your browser to make sure you are getting the most current version of our website.
Lone Star Candle Supply, Inc. is not responsible for products created using our supplies. There are countless combinations which may be made, and though we thoroughly test our products, we are not able to test every possible combination with respect to products used, temperature variation, climatic differences, etc. It is ultimately the responsibility of the customer to test their product and formulas for compatibility and safety. Because Lone Star Candle Supply, Inc. has no control over the use of our product once it has left our facility, we offer no guarantees or warranties, expressed or implied, as to the suitability or results when combining products to create another.
Because the customer is ultimately responsible and liable for any items they produce, experimentation and testing is highly recommended. Any tips, instructions, or directions provided on our website or by phone with our Customer Service Representatives are suggestions only. We provide this information in good faith from our experiences, and they are offered as helpful guidelines. These tips, instructions and directions are provided without warranty of any kind.