candlescience

We're very sorry this prevented you from taking advantage of the sale! In the future, you can choose to check out with PayPal--just use your US shipping address for the billing address and complete the order with PayPal. We do apologize again, please don't hesitate to reach out to our customer service team if there's anything else we can do to help.

Now is your chance to stock up on all the fragrances you’ve wanted to try! All 1 oz fragrance oils are just 99¢ starting now, til midnight EST, March 16th. Shop All Fragrance Oils

Hey guys! We just launched five new fragrance oils you should check out, Tomato Leaf, Lush Linen, Japanese Cherry Blossom, Grapefruit & Mint, and Bamboo and Coconut. These five fragrance oils have a 1 oz sample bottle sale at 0.99¢, running through this week.

Hey Trappeur, When our warehouse team arrives in the morning, their priority is to process all open orders to meet our same-day shipping guarantee. You can see the warehouse team in action as they process orders in this 1 oz. sale recap video: https://www.candlescience.com/2016-1-oz-fragrance-sample-sale-thank-you The work by our dedicated warehouse team and the automated systems we've put in place ensures that we meet this guarantee for all orders, no matter the size or destination. Unfortunately, this does mean there is a limited window for customers to edit an order. Once again, we apologize for the confusion and hope this sheds a little light on our shipping operations. If there is anything else we can do, please don't hesitate to reach out!

No problem, @strugglebrother! As for your question, when the manufacturing equipment went down last fall, we did see a certain degree of variance from batch to batch. However, the finished wax was still within spec. All of the cases that we tested were within the acceptable range of deviation and yielded normal scent throw. If you have any additional questions or concerns, feel free to reach out to us at support@candlescience.com.

Hi guys! Yes, we have two sales of our 99¢ fragrance oils, once in the spring and another later in the fall. So definitely keep an eye out for our spring sale!

Hey @Candybee. Yes, if items in your cart need to be shipped from the second warehouse to fulfill your order, you’ll be able to see the two shipments broken out in the ‘Delivery’ step when checking out. If you do not want to proceed with the split shipment, simply return to the cart and remove the items that are designated to ship from the warehouse furthest from you. Unfortunately, if you are not logged in we have no way of knowing which warehouse location is the closest to you. But if you are logged in we can show if an item is out of stock at your primary warehouse before adding it to the cart. In that case, you will see a message under the item stating where it will ship from. If you chose not to order from the second warehouse, you can sign up to be notified when it becomes available at the warehouse closest to you. You can also see if you order is subject to split shipping by using the shipping quote tool on the cart page. Lastly, as Kraven noted the cart does not show the breakout of split shipments, but we’re hoping to add this in the near future.

Hey @strugglebrother, thanks for your feedback. We agree the jars looked better from the first vendor. Having the paint on the inside prevented a lot of the issues you identified. However, the out of stock problem was because the company repeatedly under-delivered the inventory we needed, even though we provided them with accurate forecasts. We gave them a number of months to resolve the problem. When they were unable to do so, we pulled the business. The second vendor we used did not have the manufacturing processes in place to paint the inside of the jars. All of their other clients paint the outside. They promised that their paints were tough enough to work on the outside of the glassware. Since they are a highly respected company with large clients, we trusted them. The samples were really good, and we were excited to move forward with them. Unfortunately when we started selling the glass that came out of the production facility rather than the sample facility we noticed the same problems you did. We’re working very hard with the second vendor, and now a third, to either find a paint that performs properly on the outside or return to painting the inside. Once again we apologize and appreciate your patience. There are so many details relevant to the soy story it's tough to summarize them here. But we'll give it a try. While the FDA ruling forced Ecosoya to make radical changes to its product line, AAK did not have to. They have told us that none of the formulas have changed. We're hoping to get an official statement from them about this that we can share with our customers. But, that is not the whole story. AAK runs two main production lines at its facility in the US. One of the hydrogenators went down this summer. That was the origin of the severe outage this fall. It's a very long story, but when the line went down, they decided to make some upgrades which didn't go smoothly and extended the downtime. During this period they were running their existing line around the clock, moving material through it as soon as humanly possible. That resulted in a production schedule that was much different than usual. While the product was in spec, there were variations between batches. We all know that soy wax is a natural product. Therefore it varies according to the origin of the source oil, time of year, and a number of other factors. In the same way you can't buy two apples that look identical, no two batches of soy wax will be exactly the same. The difference here is that the production method at AAK has been stable for a long time, but changed last fall. We believe them when they tell us that the formula is the same, but understand that the nature of natural products, plus the flux that their production facility was in, made for a less stable than usual product from batch to batch. Things have stabilized now, and we're hoping that the resulting product will have less variance.

Hello everyone, We have taken the time to read through this thread and would like to let you know that we hear your feedback, and we sympathize with your frustrations. As always, our goal is to provide the best service possible so that you can focus on the success of your business. We'd like to take a moment to share how we're working to ease your concerns. Fragrance Discounts First, a policy change. We appreciate your feedback regarding a discount when purchasing multiple bottles or when a larger size is out-of-stock. Outages are our responsibility and not the fault of our customers. Moving forward, we’ll be making changes to our policy to better accommodate you if you need an item that happens to be out-of-stock. Shipping Cost As online shoppers ourselves, we know it’s annoying to pay for shipping, period. It’s something we take very seriously and are continually working to reduce shipping costs. This was the fundamental reason why we opened a warehouse on the west coast to better serve those customers. This fall we added USPS First-Class Mail delivery as an economical shipping option and are working to provide additional choices, including flat rate shipping. Split Shipping First, we'd like to apologize for the aggravation this option has caused. We've put a tremendous amount of work into fulfilling orders from multiple locations to specifically reduce shipping cost and transit times. We do our best to keep products in-stock at both sites, but on occasion, some items may go out of stock before replenishments arrive. As an industry first, we intended to offer the split shipping option to customers who can’t wait for the item(s) to come back in stock in their primary location. As Candybee correctly noted, we have improved. When we opened our west coast warehouse in 2015, it took us a while to appropriately forecast due to the different purchasing behaviors of our west coast customers. In 2017, only 2.3% of orders were split shipments. Most were caused by the soy wax outages and the manufacturing issues with our tumbler jars. With that being said, we are working to minimize this occurrence and fine-tune our forecasting to make sure we have the stock you need where you need it. Shipping Times We're obsessed with shipping your supplies as quickly and safely as possible. We were the first to offer same day shipping and continue to ship all orders until 4 pm same day. Unfortunately, UPS recently made changes to their shipping zones which has affected travel time. For instance, the northern half of Virginia was in a one day zone from our Durham NC warehouse but is now in a two day zone. The enormous influx of holiday packages UPS now processes have also affected shipping times in some areas. We realize that we should have proactively informed you of these changes and will do so if any new developments occur. Our current transit map can be found here: https://support.candlescience.com/hc/en-us/articles/200694115-How-long-will-UPS-shipping-take- Straight Sided Tumbler Jars Our straight sided tumbler jar line was the hardest product launch we've ever done. As a company, it is important to us to have the best products available. We switched glass and painting suppliers twice trying to improve both the quality and availability of this product. We would love to offer colored glass that isn't painted, but we haven’t found a supplier that meets our standards. If that changes, we will absolutely offer it. Tumblers are some of our most popular glassware, and we've only seen a small percentage of jars get damaged during long-distance shipping. With that said, we recognize this is unacceptable and are working to fix this issue immediately. In the meantime, if you do receive jars that are damaged, please contact us at support@candlescience.com for a refund or replacement. Keeping You Informed 2017 was an eventful year in the soy wax and fragrance industry. EcoSoya Brands introduced their new Quantum soy waxes which presented new challenges for those accustomed to their previous soy waxes. Many fragrance manufacturers have also been affected by the recent citral shortage. We realized that we need to share more information with you the about these events. Moving forward, we will strive to be more transparent and open about the reasoning behind our actions and developments in the industry. We sincerely apologize for all your frustrations, and we thank you for sharing your input. It is your feedback that helps us improve our products and services. As always, we are eager to hear your thoughts and comments. Feel free to reach out to us here and to our dedicated community liaison at community@candlescience.com. Sincerely, The CandleScience Team

This is a feature we just implemented this week, if an item is out of stock in one location it will say "shipping from _" next to the item so you don't have to wait until you get to the checkout to discover this.

Hi Everyone! We really appreciate the feedback. At CandleScience, we literally run our company by working to address the problems our customers face. Regarding shipping, we hear you, and we agree. As e-commerce customers ourselves it is no fun to pay shipping costs, period. The good news is that we have been working on reducing shipping prices for some time, and will be able to make some announcements that we think you all will enjoy in the coming months. One quick note about “double charges” on shipping. This occurs when an item is out of stock from the distribution center closest to you. Rather than not allowing you to purchase the item, we make it available from another distribution center, though there are separate shipping charges for those items. Rather than working around this, we’ve decided to fix the problem at its root cause. We are implementing a very sophisticated forecasting system (the same that national retail and e-commerce companies use) to make sure we have the stock we need for our shelves in all locations. We really appreciate your business and feedback. We are really excited about the new year and hope you will be pleased with the changes to come. Sincerely, The CandleScience Team

I just posted a longer reply on the other thread here: http://www.craftserver.com/forums/showthread.php?t=97366 But the short answer is yes, we use them weekly.

When we make changes to our shopping cart code we first work on our development servers with test numbers, but once the code is pushed to our live server we test again using our actual credit cards. Our CandleScience corporate cards are used on our site at least once a week. We also have a number of employees who make candles and use their cards on our site, none have had any problems. I would also like to note that other than the discussion here we have not received a single email or phone call regarding credit card problems. Once again please let us know if you have any other questions. Thanks, Mike CandleScience

With the recent credit card security problems for board members, we thought it a good time to explain how credit cards get processed at CandleScience, and assure all of you that no breach has occurred, and that no card has ever been stolen in the history of our company. We intentionally do not store credit card information of any kind. When you enter your credit card number on our secure (256bit Secure Socket Layer Encrypted) checkout page and press submit, your encrypted number is sent directly to Authorize.net, the world's largest payment gateway. All we get back from them is whether the transaction was successful or not. Your card is never stored on our machines, and thus cannot be stolen. We hope that the cause of this problem will be quickly discovered and fixed. One quick tip we offer customers concerned about ecommerce security anywhere on the web is to use a credit card rather than a debit card. You are much more likely to recover funds from a credit card company if a problem should occur. If you have any other questions about our security methods please feel free to DM us. Thanks for your time. We do hope everyone's accounts are settled as quickly and easily as possible. - CandleScience

Hello Everyone, It appears that waxes that work and those that don't have the same lot number, which is of course the most difficult situation. This is also the only way a bad wax could get into our system. All of our waxes come from Sumi Asih in Indonesia. We order directly from them, but IGI also orders and sells to other distributors. There is an equal chance of a batch like this between any of the suppliers, but it appears that we may have drawn the short straw this time. Our testing procedure is about the same as IGI's, and we've both rejected batches in the past. As previously stated, and is always our policy - any product that is defective can be returned (we pay return shipping too) for a full refund. I know this may not solve the problem of expensive shipping from another supplier, but I think you'll agree that it is fair. We've received samples from a couple customers and are already testing. We'll confirm the test results of our customers, but also try to put our extensive experience into coming up with an alternative process to get this wax to act like it usually does. We appreciate everyone's understanding as we work through this. We, like you, are a small business that is greatly affected when manufacturers have issues. We feel it is our duty to support our customers, especially when these things happen. Stay tuned and take care! Dan