Customer Service Questions
For your convenience, we have categorized several questions by category to help you find the answer to your question quickly. Visit the Customer Service area for more helpful information.
Please visit our Contact Us page for our contact information.
Our hours are Monday – Friday, 9:00 am – 4:00 pm. We do close on most major holidays, so if you are planning to come by, please call and make sure we will be open.
We have some instructions on our website, but we do not offer any classes. We are happy to answer questions you may have by email or phone.
Children in the same age range have varying maturity levels, so it is difficult to say without knowing the children involved. That is a determination that would have to be made by the parent or person supervising the activity. The temperature of the wax does get fairly high, and there is a chance of getting burned if you are not careful. There are directions available on our website that you can read through so you are somewhat familiar with the process, and that will help you make a better decision.
Yes, if you are in the Dallas/Fort Worth area and prefer to stop by our facility and pick up your order, please feel free to do so. You are also welcome to visit our showroom and place your order while you are here. This is a great opportunity to see the items or smell the fragrances before you place your order. If you know what you would like to order, you are welcome to place your order online, call, or fax it. Please be aware we fill and bring out everyone's order as quickly as we are able. There may be a wait at our facility even if your order is placed ahead of time.
You do not have to call your order in, but it it does help speed the process. Calling your order in 24 hours ahead of time will help, but you can also place your order the same day. If you have a large order, placing your order ahead of time will give us a chance to check our stock levels as well. There is a 24 hour processing time for orders containing 25 pound pails of fragrance or pallets of wax or glass. There may still be a wait at our facility depending on the number of people ahead of you in line when you arrive.
We do not require a minimum order, but there is a minimum on the shipping charges you may be charged (that we have no control over.) This is good to keep in mind to help keep down your overall costs.
You are welcome to have someone else pick up your order. You can place your order on our website or by phone and we can take your payment information and have your order ready when your representative arrives to pick up your order. Please make sure they have the correct name or company name which the order was placed by, and make sure to give us the name of the person picking up for you.
We do not offer open account terms. This helps us to keep our costs down so that we are able to offer competitive pricing.
If using a credit or debit card is not an option, we are also able to accept payment by cashier’s check or money order. We are not able to accept payment by personal or business check. You are welcome to call us with your order, and we can call you back with the complete total. Or, you can also use our online shopping cart to help determine the total for your order. Please make sure that shipping charges and sales tax of 8.25% are included, if applicable.
No, your credit card isn’t actually charged until your order is processed. Depending on the time of year, your order may not ship the same day the payment is processed, but it will be soon after.
It may appear as though your credit card was charged more than one time if you are having difficulty submitting your online order, however, your credit card is not actually getting charged multiple times. If you are on the Checkout page of our website and are inputting your billing, shipping, and credit card information, IT IS VERY IMPORTANT THAT YOU KEY THIS INFORMATION IN CORRECTLY BEFORE YOU CLICK ON THE "PLACE ORDER" BUTTON.
Once the "Place Order" button has been clicked, the website has a secure layer which transmits the amount of the order to the credit card issuing bank. The bank at this point sets aside these funds and they are placed on hold. This is what is known as "authorizing" the funds. Just because the funds have been authorized does not mean the funds have been charged. They are merely set aside in reserve. The second layer of our website security then checks to make sure that the billing address matches the cardholder name and the address you have on file with your credit card. This is for your security as a customer to prevent credit card fraud and theft. If the address or zip code doesn't match or if any part of the credit card information was keyed in incorrectly, the website will present an error message and ask that you check to make sure the information you entered is correct. If you don't correct the information, or only correct part of the information that is wrong, and click the "Place Order" button again, the process repeats itself and the funds are set aside once again. It is very important that you put in the correct information.
We do not actually receive your order until your order has been successfully submitted and you get a confirmation page stating such. Once the correct information is entered and you get the confirmation page, we will only receive the order one time, regardless of how many times you attempted to enter in your information. We don't actually charge your credit card until we ship the order.
The funds that may have been "set aside" on your credit card more than once if you continued to click the "Place Order" button will be released and the charges will not go through multiple times. If you have any questions you can always contact our Customer Service department at 800-WAX-WICK and we will be happy to help you.
We ship our cases of soy, paraffin, and coconut wax in the same boxes the manufacturer ships them. Since these cases of wax are very heavy, it is more economical to ship them in their own box especially since shipping companies like FedEx and UPS now tack on an additional handling fee of about $25 for any package weighing 50 lbs or more.
FedEx uses a "master" tracking number for all packages on a shipment but each box should have its own tracking number as well. If you go to www.fedex.com and enter your master tracking number it will show you the tracking info for that whole shipment. You can click on "see full details" to see the tracking information for each package.
Shipping charges are based on the weight of the package being shipped and the destination zip code. If you are curious what your shipping charges will be, you can add the item(s) you want to your shopping cart, view your cart, expand 'Estimate Shipping and Tax' on the right side of the screen, enter your state and zip code, and eligible shipping options will display. Depending on the contents of your cart, shipping charges could be displayed for FedEx Ground, FedEx Home Delivery, FedEx 2 Day, FedEx Standard Overnight, FedEx Freight LTL, USPS Small Flat Rate, USPS Regional Rate Box A or Regional Rate Box B as applicable. You are able to alter your cart as many times as you like to see what shipping charges might be. You can select your preferred method of shipping in your cart so the total will be displayed, and you will still have the option to change it during the checkout process if you wish.
There is a base charge that FedEx has for making the trip to deliver a package. As you add items to that same package, the shipping will not greatly increase. For instance, if you are shipping a one pound package to zip code 86503 in Arizona, shipping charges for FedEx Ground service would be $11.53. If you were to add items to the box to increase it to five pounds, the shipping would be $13.64. If you are sampling fragrances, that would be the difference in ordering 3 - 1 ounce samples in the 1 pound box or 25 - 1 ounce samples in the 5 pound box. It will always help reduce your overall shipping costs if you can consolidate your orders as much as possible.
First, sign in to your account using the 'SIGN IN' link at the top right of the page. From the options on the left, select 'Account Dashboard' or 'My Orders.' Follow the 'View Order' link for the order you would like to track. Then select the 'Order Shipments' tab. You can use the 'Track this shipment' link on the right side of the screen, or simply click the tracking number for your order.
Tracking information will not be available through FedEx until we complete our business day. If your order is showing " shipment information sent to FedEx," that means we have readied your order for shipment, but FedEx does not yet have it in their possession.
All of our boxes do have our logo on them. We are not able to ship your order in a box without our logo because we do not have any. However, we can offer to cover the logo for you if requested. If this is something you require, please call customer service at 1-800-929-9425 to place your order over the phone.
We are able to ship your order to an address other than the billing address. This option will be available during checkout.
This question is answered in detail on our Shipping Information page.
We only ship to the United States (all 50 states), Canada and military addresses (such as APO boxes.)
FedEx is used as our main shipping method. You are able to select FedEx Ground, Home Delivery or expedited shipping method in the cart and during checkout.
We also ship by US Postal Service for some orders as well. To be eligible for USPS shipping, the items on your order must fit into a Small Flat Rate Box, Regional Rate Box A or Regional Rate Box B. For our customers located in Alaska, Hawaii, Canada, or at a military address, you may request shipping by USPS by phone for any order (except pallet quantities.)
If your order requires LTL shipping, that is quoted in the cart and checkout process as well. Our FedEx Freight LTL shipping rates are extremely competitive due to the significant discount we receive and we pass these savings on to you.
FedEx offers two different ground transit services - Ground and Home Delivery. The transit times for them are identical. The main difference is the days that deliveries are made. FedEx Ground packages are delivered Monday through Friday, and FedEx Home Delivery packages are delivered Tuesday through Saturday. FedEx Home Delivery is only available to residential addresses.
If you are in a two day transit time from us and place an order on Thursday, a FedEx Ground delivery would arrive on Monday, and a FedEx Home Delivery shipment would arrive Saturday. If you are in a two day transit time and place an order on Friday, either service would deliver on Tuesday.
Shipping charges on all packages receive a significant discount over list rates, but there will be an additional discount when the total weight of the shipment reaches 250 pounds or more. When entering items into your cart, the weight of the current items will be displayed. The discounted shipping price will be displayed when you calculate the shipping charges in your cart. This can be a significant savings (around 30%), so make sure to check the savings if the weight of your order is close to qualifying.
Yes, we ship LTL every day on many orders. LTL is a viable option for substantial shipping savings if your order is around 300 lbs or more. We are able to ship LTL to both commercial and residential addresses. Shipping charges for this method are calculated automatically in the cart and during checkout after entering your state and zip code. The charge for a lift gate, if applicable, does not get added to the shipping total until checkout. The LTL carrier we partner with is FedEx Freight. They are extremely reliable, we have been with them for many years, and we get great discounts that we pass along to you for additional savings. Many of our heavy items such as a pallet of wax, a pallet of jars, or perhaps a mixed pallet of several items ship LTL and the savings is substantial.
Shipping charges calculated on pallet quantities are correct. During checkout, you will have the option to add a lift gate if required. Depending on the shipping method you choose, there may be an extra fee for the lift gate that is not shown in the cart.
We use FedEx Freight because we have very good discounts set up with them. We pass these savings on to our customers. If you have a carrier that you normally use and you would like to schedule the pick up, you are welcome to do so. If you choose to schedule it yourself, you will need to provide us with a completed bill of lading, and we can let you know when the shipment will be ready for pick up.