Terms

General Company Policies
Candle Cocoon Candle and Soap Making Supplies warehouse, is  located at 4903 Commerce Ct McFarland WI 53558. Candle Cocoon’s main focus is on its fragrance oil and dye lines. We offer the most concentrated and full-bodied fragrances available. We have also created our own line of Flutter Dyes, which are of superb quality. And while fragrance and dyes are our main concern we do offer a limited supply of waxes, wick, containers and other accessories. We carry only the most unique or top quality items. All products are personally tested to guarantee that our product lines represent quality and value and since this takes time we do not have massive numbers of products. This means that the items that we carry are very well known to us for their value and quality.

All questions, comments and suggestions are welcome at Candle Cocoon Candle Making Supplies. Please feel free to contact us at any of the following.
Contact Information:

• Pick Ups -  After pick up notification email.  Between 11:30am - 6pm M-Sat
• Please wait until you are notified to pick up
• IF you are not able to pick up within 24 hours after being notified please let us know immediately.  There is a 3 day hold period.  If not picked up within that time there is a 15% restock fee unless other arrangements are made.
• If you are ordering for a future date please tell us in the comments section.  We have only 9 pick up spots and they fill up fast.
• We are not able to answer the phone outside of "Pick Up" hours.  We are not able to answer the phone unless you are physically in the parking lot.

You can call us at (608) 233-9290 for questions or (608)258-2558 for pick ups. Please leave a message if we are not available and we will return your call within 72 hours.

Email: customer@candlecocoon.com this is the best way to get in touch with us.

Mail us at:
Candle Cocoon, llc
4903 Commerce Ct.
McFarland, WI 53558

Our Scope of Responsibility
Candle Cocoon, llc and Candle Cocoon Candle Making Supplies are not responsible for your creations or secondary usages. You are responsible for full testing of products to guarantee the safety and compatibility of products. Candle Cocoon, llc passes along basic information from our manufacturers for our supplies and does not generate safety information.

Store your products well!  We take every precaution at our location to ensure that your product is in the best condition possible.  Candle Cocoon is not responsible for products once they leave our possession. 

Candle Cocoon, LLC is not responsible for damaged, lost or stolen packages.  We will work within our means to the fullest extent to help you locate a package.  But once it is out of our hands it is the responsibility of the shipping company.  It is best to call them directly and reference the tracking number that you were given in your email.

Common Questions About Orders
Do You Have A Minimum Order Requirement?
There is a $10.00 minimum order. With the cost of the product, credit card transactions and paying hourly wages increasing we have actually been working for free on quite a few orders, or even at a loss! As such, we will not longer be able to fill orders for under $10.00. We would appreciate if you were thinking about adding a few more items that way the cost of shipping is more worthwhile.


Do I Need A Tax Exempt Number?
Candle Cocoon Supplies does not require a tax ID# or business license unless you are in the state of Wisconsin and don't wish to be double taxed. The prices listed on our product pages are wholesale. We offer price breaks on larger quantities. If even larger quantities, or special order items are need, please contact us and we will be happy to help supply you with a price quote.

Will You Special Order A Product For Me?
Candle Cocoon will use its discretion on a per case basis. We are always looking for top quality merchandise to add to our line. Let us know what you are thinking about and we may be able to help.

How Can I Order?
The best way to place orders is using the secure shopping cart payment page. All payments are transferred through a secure server. You will always see “https” in the address bar that means the page is secure. You can also email orders to: customer@candlecocoon.com. Be sure to include your daytime phone number, billing address, shipping address and full name. We will contact you for your payment information. To order by phone please call (608) 233-9290. Our phones are most often answered between the hours of 2:00pm – 6pm Monday-Friday Central Standard Time.

What Payment Methods Do You Accept?
Methods of payment include MasterCard and Visa, Personal Check, or Money Order.  You can mail a check by first ordering online and select payment method "check by mail". We will get back to you with exact charges. When you receive your total mail payment with order form to:

Candle Cocoon, llc
4903 Commerce Ct.
McFarland, WI 53558

Orders will be shipped when checks clear the bank. This may take up to 10 days.

What Shipping Services Do You Offer?
We offer USPS Priority and Express or UPS Ground, 3-Day Select, 2nd Day Air and Next Day Air. We now also offer Spee-Dee delivery service  where it is available. You can choose the method that you prefer or you can tell us “cheapest shipping” in the order notes area. Shipping prices given at time of order are an estimate and will be manually adjusted to correct amount. If you must know the exact total before shipping please indicate so on your order.
UPS requires a street address, and will not deliver to a PO Box. UPS and Spee-Dee include insurance coverage of up to $100 per box.
USPS includes insurance up to $50 per package. Additional insurance must be requested. By not requesting additional insurance for UPS,USPS or Spee-Dee you take responsibility for your package as soon as it leaves our doors.

Also, please remember that First Class shipping is economy.  It may take longer and products may get more scrunched up.  For instance, wicks will need to get folded over to fit in the smaller packages.  While this should not affect the burn of the wick it will not be as pretty when it is received.  Also, there will not be as much padding around items.  So please choose carefully when selecting your shipping option.

 

International Shipping-

*****If it is your first order with us we may need you to tell us that you understand and take responsibility before we ship your package.  Please check your email.

What Is The Billing Address And Why Is It Important?
The billing address is the physical street address or P.O box that the credit card is registered. The invoice arrives there. Please enter the correct billing address. Mistakes can cost  $11 - $20+ or 1.5% of the total bill.  These charges will be charged to you.

I Miss-Typed My Shipping Address, Now What?
Please e-mail or call us immediately. If we have not shipped your item we can correct the address. Otherwise, if it has shipped UPS may be able to deliver it but they will charge a minimum $17.00 “address correction” fee. If this should happen, Candle Cocoon Supplies will charge the credit card that you used for your original order the additional amount. USPS may be able to find your correct address or they may return the package. The postage may or may not be able to be re-used and we will have to bill you.

How Long Does Order Processing Take?
Order processing is the time that it takes from the moment that your order is received, to the time it is entered into our records and then packed. Candle Cocoon prides itself on expedient order processing! If we receive everything from you that is needed to process the order it can generally go out within one business day or even same day. If there are questions with your order it will take longer to process. It will also take us longer to process candle supply orders in the busy season between August and January. You will be sent a tracking number so that you can view your packages progress online. Longer processing times will also occur at various times due to travel. There should be announcements on the website when this occurs. When your package ships you will get a personal notification that includes your total, UPS tracking number (if applicable) and possibly some helpful tips and hints about certain products.

How Long Does Shipping Take?
Time in transit is dependent on the carrier chosen, level of service and delivery area. If you are concerned about time please contact us and we can help you with a time estimate. But please remember that Candle Cocoon Candle Making Suppy is not the carrier. We do our best to get your package on the way as quickly as possible but ultimately it is the carrier that will transport and deliver your package. If you chose an expedited shipping service such as 3 day select you must understand the number of days does not include the day the order is sent. And only business days are counted. Weekends and Holidays are absent from shipping calculations. If you need items by a specific date please let us know in the "Special Instructions" section of the order. If we have questions we will call you.

How are Shipping Costs Calculated? 
The shipping calculator is supposed to pull live rates from the corresponding company and add a nominal amount for extra fees that are incurred due to credit card charges, packaging, time, service fees, etc. These extra fees that are incurred are actual costs to our company. The additional charge per package is usually between $.30 - $2.00 depending on the package. The shipping calculator can be way off. We work as hard as we can to return any over-payments. We will also use cheaper boxes from the same agency if there is that option. And we will refund the over-payments. We will even go the extra step to run our software to determine the cheapest shipping from other sources and present options to the customer. Candle Cocoon never makes decisions on behalf of the customer. Again, any overages will be refunded or underages will be requested.

What Happens If An Item Is Out Of Stock?
In the rare event that an item is out of stock we will contact you to see what you would like to delete the item, hold the order until the out of stock item arrives or ship the two parts of the order separately. Candle Cocoon Candle Making Supplies does not pay for back orders.

What Will You Do If My Package Does Not Arrive By The Scheduled Delivery Date?
Candle Cocoon Candle Making Supplies is not responsible for a package once it leaves our door. However, if your package does not arrive by the indicated delivery time contact us and we will help you look into matters. If your package is considered "lost" by UPS, Candle Cocoon Candle Supplies will reship your order to you and no extra charge. Candle Cocoon, llc will file with UPS but we may need a statement from you as well. If your package contains any broken items please contact us immediately. We will replace all broken items and file the claim with UPS. Broken items and packaging should be kept for a minimum of 10 business days. It is UPS’s discretion as to weather or not they will require the items for inspection.

What Is Your Return Policy?
Candle Cocoon Candle Making Supplies does not accept returns or refunds unless the product was defective or incorrect. We offer small amounts of everything that can be used in evaluation. In order to receive a replacement or refund for defective, broken, damaged or incorrect product you must do the following:
-Contact Candle Cocoon, llc immediately! customer@candlecocoon.com or (608) 233-9290
-Candle Cocoon Candle Making Supplies will determine if the product should be returned or disposed. Products that are verified to be returned must be received within 30 days of order date. If the refund is due to a shipping problem items may need to be sent to UPS. A refund will not be given on items returned without prior authorization.
-If Candle Cocoon was at fault for shipping of incorrect goods then Candle Cocoon Candle Making Supplies will compensate by either deducting partial shipping costs if a refund is to be given or ship out a replacement free of charge. If a product needs to be returned to Candle Cocoon due to Candle Cocoon’s error then shipping costs will be reimbursed. Please note that if goods must be returned, safe packaging is required. Broken or damaged items will not be accepted and/or refunded. UPS may need to be contacted and all packaging must be kept until otherwise notified.

*NO EXCEPTIONS *NO EXCEPTIONS *NO EXCEPTIONS *NO EXCEPTIONS

Absolutely no returns or refunds on any product except for the reason stated above. This includes but is not limited to-fragrance, wax, wick, dye and molds. We have made these products available in sample sizes, so you can try a small amount to ensure you will be satisfied with this product before ordering larger sizes. Candle Cocoon Supplies will not be responsible if you choose not to order samples first. This policy is for your benefit and protection. We can only ensure that the highest level of care is given under our direct supervision. You can be fully assured that the products you buy from us have not been contaminated or mistreated.

Keep your oils, lotions, bases in a cool dark place.  Use an air-tight container.  If you do not plan on using your scents within a few weeks (2 months at most) switch them to amber glass bottles.  Plastic is used to ship because it is a lot cheaper and more resistant to breakage.

Ordering Trouble Or Concerns?
If for any reason you think your order may be incorrect or did not go through, call us (608) 233-9290 or e-mail for faster service customer@candlecocoon.com.

Privacy Policy
All customer information is entirely confidential. We will not be sell, rent or share information in part or entirety. Click Here to read our privacy policy in its entirety.

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