SHIPPING AND RETURNS
Below are our shipping and return policies. Please feel free to contact us with any questions.
ALL ORDERS ARE SHIPPED VIA USPS.
MOST ORDERS SHIP IN 3 TO 5 DAYS.
WE SHIP CANDLES ONLY ON Thursday AND Friday DURING SUMMER MONTHS.
Orders are shipped USPS First Class Mail or Priority Mail.
Orders will be shipped to address provided during the check-out process.
We only ship to the USA addresses. We do not ship internationally at this time.
Shipping charges are based on USPS rates.
Tracking information will be emailed to you when the package has been processed. You can always email service @ hilobaycandle.com to inquire about shipping information.
No in-store pick-up at this time.
If for any reason you are dissatisfied with your order, please contact us within 3 days of receipt of merchandise to resolve.
We accept returns for replacement of unsatisfactory items. However, slight variations are considered a part of the unique handcrafted process and are to be expected.
We will refund any product that is defective or damaged. Shipping damages are the responsibility of the carrier but we will file the neccesary claims for you.
Damages from shipping must be reported within 3 days of receipt of your shipment. Please forward a photograph of damaged goods with a full description to service @ HiloBayCandle.com.
Keep all packaging materials and do not use the damaged product until the shipping issue is documented with the shipping carrier. We will need to file a carrier claim on your behalf.
Any unauthorized cancellations, refused orders or returns without a RMA# clearly writen on the outside of the package will be refused. We use a special address for all Returns that you must get with an RMA number.
By purchasing our products, you agree that you are knowledgeable about the safe, appropriate use and storage of the products that you purchase.
You agree to carefully inspect your order upon arrival and that you will not hold us responsible for any problems that arise from your improper use or storage of these products.
*Summer Heat Warning.
- Soy Wax Candles can get slightly dimpled and uneven when shipping in hot weather. Please keep it in mind if you think your package will sit on a warm doorstep or in a hot mailbox for any length of time.
We NEVER share your information or payment methods with any one at any time!!!
Our Fragrances and Essential oils are Phthalate Free
We never add Parabens to anything
*We use only RSPO Certified Palm Oil, to support farmers who are trying to practice eco-friendly and sustainable farming and keep wildlife safe.
We never test on animals (only family & friends)
Vegan Friendly - except products with Bees Wax or Goats Milk (clearly labeled)
We use eco-friendly compostable bags and recyclable packaging wherever possible.
We appreciate your business!!!
www.HiloBayWholesale.com for wholesale information!
Mahalo Nui Loa! (thank you very much!)
Hilo Bay Soap & Candle LLC
HC 3 Box 10059 (no packages)
Keaau, HI 96749
aloha @ hilobaycandle.com