Shipping policy

Shipping, Delivery & Pre-Order Policy

At LuxyM Candle Supplies, we do our best to ship orders safely, efficiently, and at the most competitive shipping rate possible. Please review the following shipping terms before placing your order.

Order Processing

Orders are processed on a first-come, first-served basis.
Orders placed on Saturdays, Sundays, or statutory holidays will begin processing on the next business day.
We do our best to package purchased items securely while minimizing unnecessary shipping costs.
Once your order has been fulfilled, a tracking number will be sent to the email address provided at checkout.
Customers are responsible for monitoring their tracking information and delivery status.
If you require expedited shipping, please contact us before placing your order. Expedited shipping is not guaranteed and additional charges may apply.
Orders are not normally shipped on Saturdays, Sundays, or statutory holidays unless prior arrangements have been made.

Shipping Methods & Shipping Charges

LuxyM Candle Supplies reserves the right to change the shipping carrier or service selected at checkout when necessary to:

Better protect the contents of the shipment.
Provide a more appropriate or faster delivery service.
Accommodate the size or weight of the order.
Correct a shipping-rate discrepancy.
Provide a more suitable shipping option for the products purchased.

Shipping rates displayed at checkout are calculated using the information available at the time the order is placed.

If the shipping charge is incorrect due to package dimensions, weight, destination, carrier pricing, system error, or an invalid shipping option selected at checkout, LuxyM Candle Supplies reserves the right to invoice the customer for the additional shipping cost before the order is shipped.

Your order may be placed on hold until any outstanding shipping charges have been paid.

Tracking Your Order

A tracking number will be emailed to you once your order has been fulfilled.

Please monitor your tracking information regularly, especially when your package is marked Out for Delivery or Delivered.

Once a package has been transferred to the shipping carrier, transit and delivery are subject to the carrier's procedures and delivery network.

Lost, Missing or Stolen Packages

If your tracking information shows that your package has been delivered but you cannot locate it, please contact us as soon as possible.

LuxyM Candle Supplies may assist in opening an investigation or claim with the shipping carrier when applicable.

A replacement or refund will not automatically be issued for a package that the carrier has confirmed as delivered.

If a carrier investigation is required, any replacement, refund, or other resolution will be considered after the carrier completes its investigation and determines whether the shipment was lost, misdelivered, or otherwise eligible for a claim.

LuxyM Candle Supplies is not responsible for packages stolen after confirmed delivery, except where otherwise required by applicable law.

Customers are encouraged to make arrangements to ensure packages can be received securely.

Shipping Insurance & Signature Confirmation

LuxyM Candle Supplies reserves the right to add shipping insurance and/or signature confirmation to an order depending on:

Order value.
Products purchased.
Destination.
Shipping carrier requirements.
Risk of loss or damage.

Shipping insurance does not automatically guarantee reimbursement.

Claims for lost or damaged shipments remain subject to the shipping carrier's investigation, documentation requirements, terms, and approval.

Customers may be required to provide photographs, statements, or other documentation requested by the carrier.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully review your:

Street address.
Unit or suite number.
City.
Province or state.
Postal or ZIP code.
Contact information.

If a shipment is delayed, redirected, returned, or cannot be delivered because of:

An incorrect or incomplete address.
Missing unit or apartment information.
An incorrect postal or ZIP code.
Refusal of delivery.
Failure to collect the package.
Unsuccessful delivery attempts.
Incorrect information provided by the customer.

the customer may be responsible for any additional shipping, redirection, return-to-sender, or re-shipping charges.

Original shipping charges may be non-refundable where the carrier has already performed the shipping service, subject to applicable law.

Returned or Refused Shipments

If an order is returned to LuxyM Candle Supplies because the customer:

Provided an incorrect address.
Refused delivery.
Failed to collect the package.
Was unavailable after required delivery attempts.
Refused to pay applicable customs, duties, taxes, brokerage fees, or import charges.

additional shipping charges may apply if the customer would like the order shipped again.

Any carrier return fees, customs charges, or additional shipping costs incurred may be deducted from an eligible refund where permitted by law.

Order Inspection & Reporting Issues

Customers are responsible for inspecting their order promptly after delivery.

Any issue involving:

Missing items
Incorrect items
Incorrect quantities
Damaged products
Broken jars or containers
Leaking products
Packing or fulfillment errors
Other order discrepancies

must be reported to LuxyM Candle Supplies within 7 calendar days of the delivery date shown by the shipping carrier.

Please include your order number and clear photographs of the products, shipping box, packaging, and shipping label when applicable.

Issues reported more than 7 calendar days after delivery may not be eligible for replacement, store credit, or refund, except where required by applicable law.

Please keep all products, boxes, and packaging until the issue has been reviewed and resolved.

Damaged Shipments

Any shipping damage must be reported to LuxyM Candle Supplies within 7 days of delivery to be considered for a replacement or refund.

When reporting damaged merchandise, please provide:

Your order number.
Photos of the damaged product.
Photos of the shipping box.
Photos of the inside packaging.
Photos showing any visible damage to the outside of the package.
A photo of the shipping label if requested.

Please do not discard damaged items, boxes, or packaging materials until we confirm they are no longer required.

Shipping carriers may require the original products and packaging as part of their claim investigation.

Failure to provide sufficient photographs, documentation, or packaging may prevent LuxyM Candle Supplies from completing a carrier claim.

Carrier Delays

Estimated delivery dates provided by LuxyM Candle Supplies or the shipping carrier are estimates and are not guaranteed delivery dates unless expressly stated by the carrier.

Shipping delays may occur due to circumstances outside our control, including:

Weather.
Customs processing.
Carrier delays.
Transportation disruptions.
Peak shipping periods.
Holidays.
Incorrect addresses.
Border delays.
Natural disasters.
Other unforeseen circumstances.

Carrier delays do not automatically qualify an order for a refund.

LuxyM Candle Supplies will assist with carrier inquiries when appropriate.

U.S. Orders

Orders shipped from Canada to the United States may be subject to:

Import duties.
Customs charges.
Taxes.
Tariffs.
Brokerage fees.
Courier processing fees.
Other import-related charges.

These charges are not included in the product price or shipping cost paid at checkout unless specifically stated otherwise.

Any applicable import duties, taxes, tariffs, brokerage fees, or customs-related charges are the responsibility of the recipient.

LuxyM Candle Supplies does not control these charges and cannot guarantee the amount that may be assessed.

If a U.S. shipment is refused because the recipient does not wish to pay applicable customs charges, duties, taxes, brokerage fees, tariffs, or other import fees, any return shipping and carrier charges may be deducted from an eligible refund where permitted by law.

Pre-Orders

Products that are currently unavailable may occasionally be offered for pre-order.

A pre-order allows customers to purchase an item before it becomes available for immediate shipment.

Estimated availability or arrival dates shown on our website are estimates only.

Pre-order arrival dates may change due to circumstances such as:

Manufacturing delays.
Supplier delays.
Ocean or freight delays.
Customs processing.
Port delays.
Carrier delays.
Weather.
Other circumstances outside the control of LuxyM Candle Supplies.

We will fulfill pre-orders as soon as the merchandise becomes available.

Orders Containing Pre-Order & In-Stock Products

If an order contains both in-stock and pre-order items, the entire order will ship together once all items are available.

We do not automatically split or partially ship orders containing pre-order merchandise.

If you would like an in-stock item to ship immediately, the in-stock item must be purchased in a separate order from the pre-order items.

Please place separate orders if you require available merchandise to ship without waiting for a pre-order item.

This helps ensure that the correct shipping charges are calculated for each shipment.

U.S. Pre-Orders

Pre-orders shipped from Canada to the United States may also be subject to import duties, taxes, tariffs, brokerage fees, customs fees, or other import-related charges.

These charges are not included in the shipping price unless specifically stated otherwise and remain the responsibility of the recipient.