Your complete satisfaction is our priority.

Returns:
We want you to be completely happy with your candle purchase. If you find an item to be defective or unsatisfactory in some way, you may return it within 30 days for a replacement of the item, or a complete refund of the purchase price (less shipping charges). We will do our best to rectify the situation.

Please send all returns to:
Thumbwick Candles
Attn: Refunds/Returns
232 Fourth Street
Neenah, WI 54956

Enclose a note stating the reason for the return (we appreciate your input to help us improve our products) and state whether you would like a replacement or a refund. Include your name, address and order number on the correspondence. Please note that there are NO REFUNDS OR RETURNS for special order items, unless they are found to be defective.

Incorrect or missing items:
Although we make every effort to make sure every order is completely accurate, mistakes will occasionally happen. If your order contains the wrong item, or is missing an item. Please contact  us via email at Orders@thumbwickcandles.com, or by phone at (920) 427-6858. The very first thing you should do is contact Thumbwick Candles. We will ship the correct or missing item right away. You will not be asked to return the incorrect item, and you have our sincerest apologies for our error.

Merchandise damaged upon receipt: We are not required by law to replace merchandise damaged in transit. We do our very best to carefully package items so that they will not get broken during delivery. We include shipping insurance at no extra charge for all packages weighing over 5 lbs. This is an expense that we incur, because as a valued customer, we want you to be able to get compensated for lost or damaged merchandise. We treat you like we would want to be treated in such a situation.

If you receive your order in a damaged condition, or you did not receive your package at all, please contact us via email at Orders@thumbwickcandles.com, or by phone at (920) 427-6858. The very first thing you should do is contact Thumbwick Candles. We will quickly ship you a replacement, when one of the following appropriate actions has been performed:

1. Packages over 5 lbs. include shipping insurance. If your package was insured, you will need to take the package and contents to your local Post Office to file a claim and present proof of damage. You may place an order for any damaged items on our website immediately, or you may wait until you are reimbursed by the US Postal Service, and then re-order. You receive your reimbursement from the USPS, not from us. We will re-ship any re-ordered items to you as quickly as possible.

2. If your package was was under 5 lbs, and therefore not insured, please describe the damage to us the best you can, so that we can improve our shipping/packaging methods in the future, if possible send us a picture. We will quickly ship a replacement of any damaged items to you. In most cases you will not be required to return the damaged item. Please be honest and do not take advantage of this situation.

3. If you haven't received your package at all, and it has been longer than 30 days after shipping (and you have verified with us that is was indeed shipped), we will need a statement in writing (via email or postal letter) that you have not received the package. We will file a claim with the US Postal Service, and once we have been reimbursed we will ship a replacement to you. If you wish to get your order quickly, you may want to re-order on our website immediately, and we will refund the cost of your second order when we have been reimbursed by the USPS.