Frequently Asked Questions
Candle Experts Corner
What are your candles made of?
Are your candle wicks lead free?
Do your candles soot?
Are the waxes in your candles food safe? What should I do if my child/pet has eaten some?
Can fragranced candles cause allergies?
Some candle fragrances tend to trigger my airborne allergies, why?
I am placing my first order. What steps do I follow?
What credit cards and other forms of payment do you accept?
Do you charge sales tax?
I have a promotional code, how do I use it, where do I enter it, and may I use more than one at a time?
How do I return an order?
Do you offer printed catalogs?
Do you have any special offers?
What hours are Shopping Specialists available via phone?
I don't see my favorite fragrance online? Why do you discontinue fragrances?
Are your glass jars recyclable?
How do I stop getting promotional emails?
Q: What are your candles made of?
A: Our candles are made with a variety of wax formulas for a variety of different purposes. From food-grade paraffin to waxes derived from vegetable sources, our candles are always at the forefront of candle formulation. Paraffin is normal candle wax. There are many different grades of paraffin, however. Colonial uses only the highest quality, food-safe waxes to make our candles.
Q: Are your candle wicks lead free?
A: We use only lead-free wicks. Lead in wicks was banned in 2002 by the US Consumer Product Safety Commission and Colonial Candle discontinued the use years before that official ban came into affect. Burning wicks with lead can cause lead to be vaporized into the atmosphere, and breathing the vapor can have potentially toxic side effects.
Q: Do your candles soot?
A: Soot is a very complex phenomenon, but it can be described simply as the result of incomplete combustion. When a fuel burns perfectly, only carbon dioxide and water are released to the atmosphere. In the real world, such perfect burning rarely occurs. With incomplete combustion, other products result, some of which are visible as soot. Soot can be caused by fireplaces, stoves, furnaces, cooking as well as candles. As a manufacturer, we must pay close attention to all of these factors when developing new products. The type of wax and other additives, the size and braid of the wick, the color, the fragrance, the number of wicks and the shape of a container all have an impact on the amount of soot generated during a burn. As a consumer, there are several things that you can do to affect sooting. If candle wicks are kept trimmed, if you remove the carbon balls at the tip of the wick prior to lighting and you have proper ventilation without drafts, there should not be soot issues.
Q: Are the waxes in your candles food safe? What should I do if my child/pet has eaten some?
A: Candles are virtually nontoxic. Ingesting a small amount of a candle is not harmful. In some cases wax may cause nausea, vomiting or other gastrointestinal symptoms, but these symptoms are relatively brief. If a large quantity of wax is ingested, seek medical advice.
Q: Can fragranced candles cause allergies?
A: There is no evidence to suggest that candle fragrances cause allergies. Many people have allergies to various substances including pollen, food, chemicals and other things we experience in our day-to-day life. Typically none of the ingredients or combustion products from a candle would be expected to result in an allergic type of a reaction. People who suffer from severe allergies or other respiratory illnesses should exercise caution when burning candles to be sure that they do not exacerbate any condition. If concerned, seek the advice from a qualified physician.
Q: Some candle fragrances tend to trigger my airborne allergies, why?
A: Everyone reacts differently to fragrances, especially during allergy season. Floral and fresh fragrances tend to trigger some allergy issues for those highly sensitive to fragrances, while the fruit and food fragrances do not. If you are not sure how you will react to a fragrance, it is better to err on the side of caution and try a smaller candle format sample such as a votive or tealight. We have a variety of unscented formats to choose from and are more than happy to help with any questions.
Q: Do you offer personalized gift messages on orders?
A: You may include a personalized gift message with your purchases for no additional charge. Our staff will hand write your personal message on a Colonial Candle classic note card. No product pricing will be included in the order.
Q: Do you have gift wrapping services available?
A: Yes, gift wrapping services are available on select items. An additional cost of $4.25 per item shall apply. Your order will include our signature navy blue gift wrapping box for you to wrap your gift for that special someone. If a gift message is included, the package will include a card bearing your personal message.
Q: Do you have Gift Cards available online?
A: No, unfortunately we do not currently offer Gift Cards.
Q: I am placing my first order. What steps do I follow?
A: Browse our online store and add items to your "Shopping Cart" by selecting the quantity you wish to order and pressing the 'Add to Cart' button. If you have a promotional code for shipping or product discounts, look for the 'promotional or source code' area directly under the shopping cart. Enter the discount code then press the 'validate' button to activate the offer. You may continue to shop then proceed to checkout by pressing the "Proceed to Secure Checkout" button. You will receive instructions prompting you through the order process. When your order is complete, you will receive an email confirmation. When your order ships, you will receive an email notification with shipping information. Your credit card will be charged at the time of shipping.
Q: What credit cards and other forms of payment do you accept?
A: We accept Master Card, Visa, Discover, and American Express. We no longer accept paper bank checks but do accept bank debit card payments.
Q: Do you charge sales tax?
A: We are required by law to collect sales tax for deliveries in select states. We will automatically calculate the tax rate based on the shipping address.
Q: I have a promotional code, how do I use it, where do I enter it, and may I use more than one at a time?
A: You will be asked to enter your promo code prior to checkout. Promo codes are only useable one time per customer.
Q: What delivery options do you offer?
A: Our carrier is FedEx and orders are shipped standard ground delivery. We offer overnight and two-day shipping for an additional fee. See rates on the Shipping Rates page.
Q: Do you ship to APO/FPO military addresses?
A: We do ship to APO and AFS addresses. To do so, you will select one of these codes in the shipping state drop down menu: AA, AE or AP. Orders are shipped via standard Parcel Post to the military mail stop where the military's delivery process may take up to 4 weeks in addition to our 5 - 7 business days. APO orders qualify for dollar off promotions but do not qualify for shipping discounts.
Q: Do you ship to Alaska and Hawaii?
A: Orders ship via standard Parcel Post only. Alaska and Hawaii orders qualify for dollar off but do not qualify for shipping discounts.
Q: Do you ship to Canada?
A: Currently, we do not ship to Canada.
Q: Do you ship to Post Office (P.O.) boxes or foreign countries?
A: Currently we do not ship to P.O. boxes or foreign countries.
Q: How do I return an order?
A: Returns are accepted within 30 days of the purchase date. Returns must be unused, unbroken and in their original condition. Orders over $100 will be assessed a 20% restocking fee. Your order comes with a return form. Please fill out the form and return with products that have been properly packed for shipping to:
Midwest - CBK Colonial Candle Direct to Consumer,
Attention: Returns – Tanya Reaves,
430 Gentry Road,
Elkin, NC 28621
Q: Do you offer printed catalogs?
A: We are a "Green Facility" which means we no longer produce a consumer catalog. This helps reduce environmental waste and allows us to pass along that savings on to you. You may shop online 24/7 or contact a Shopping Specialist at 1.866.445.9993, Monday - Friday, 8 - 6 pm Eastern Time.
Q: Do you have any special offers?
A: Special offers are available to email subscribers weekly. Sign up for promotional emails today or visit our home page for the most current promotional discount offered.
Q: What hours are Shopping Specialists available via phone?
A: Shopping Specialists are available Monday - Friday, 8 - 6 pm Eastern Time to answer your questions via phone or live chat. 1.866.445.9993.
Q: I don't see my favorite fragrance online? Why do you discontinue fragrances?
A: Fragrances evolve and sometimes retire. You may contact us for a recommendation of a similar fragrance. The website clearly marks fragrances we sell and identifies which are retiring.
Q: Are your glass jars recyclable?
A: Yes, our glass jars are recyclable. To remove excess wax soak glass holder in hot soapy water then rinse and it is ready to be recycled.
Q: How do I stop getting promotional emails?
A: To unsubscribe, click here, enter your email address, and select the "Unsubscribe" radio box. You should be removed immediately from our list.
Q: Is shopping at ColonialCandle.com safe?
A: We use the most updated and sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our internal systems. Every page in the ColonialCandle.com ordering process that requests credit card information uses 128-bit secure socket layer (SSL) encryption, which is designed to render information unreadable if anyone tries to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure that others cannot access your credit card information on our website, we recommend that you sign out of your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.
Q: Do you have an affiliate program?
A: No, we do not have an affiliate program at this time.