Our Commitment to You

We believe we have absolutely the most fragrant, high quality soy candles available anywhere. We also want to provide you with a both a safe and enjoyable shopping experience. Whether you are shopping for the perfect gift for your boss at work or you are at home in your jammies and bunny slippers, we are committed you providing you with an excellent product and service.

If for some reason you are not satisfied, we want to hear from you. We want to know what is important to you and are committed to continuously improve our products and services. Please contact us with any questions, or suggestions to help us improve. Of course we’d love to hear your compliments too!

Q: What method of payment do you accept?

A: We accept Master Card and Visa credit cards. If you prefer not to transmit your credit card number over the internet, we do accept PayPal for your payment convenience.

Q: Do you have a secure site to transmit my payment?

A: You can rest assured that your personal and financial information is safe with you order at Black Creek CandleWorks! We use the most up-to-date internet security encryption processes and will continue to keep our systems as secure as possible. All payment information entered through this web site uses a secure server with SSL encryption and all information is safely secure behind a firewall.

Q: How can I place an order?

A: When you have decided which of our luscious candles you would like to purchase, click on the name of the fragrance to go to that product page. Enter the quantity you would like and click on the down arrow to choose the size. Then just click on the “Add to Cart” button. This will take you to our Secure Online Ordering system. To choose another candle, click on the “Shop” button at the bottom. When you are finished, click on “Checkout”. Fill in the blanks on the form. Shipping will be automatically added to your purchase. It’s easy as that and your candles will be on their way! If you have special questions about ordering, please email us.

Q: What are your shipping charges?

A: We charge exactly what UPS charges us—there is no "handling fee" or markup, although UPS requires us to make a statement that the merchant may do so. The shipping charge depends on the size of the order (weight) and distance rather than the dollar amount of your order.

We really want to be fair to our customers by charging only our costs. Here is a "general idea" of how the charges run, depending on if you live in California or Florida. Your exact charge may vary slightly depending on your location.

Up to $20 = $10.50
$20 - $40 = $11.65
$40 - $60 = $12.50
$60 - $80 = $14.50
$80 - $99 = $15.85
>$100 = $16.25

When placing your order, the shipping charge will be calculated based on your zip code and show on your total BEFORE you submit it. Until you actually submit the order, we can’t see your personal information. Actually, we never see to your credit card number as that goes directly to the Master Card/Visa clearing house for processing. To protect our customer’s privacy and prevent identity theft, we only receive a ‘pre-authorization’ notification without details of your credit information.

Please understand why our products cost more to ship than some other products you may have purchased. For example, our 26 ounce candle contains over 1.5 lbs of wax, plus the glass container, lid, and packing material totals 2.5 pounds. We work hard to give you the best value for your money, including shipping.

Once your burned one of our candles, you'll never want to burn anything else!

Q: Will you give or sell my information to others?

A: We do not share the information gathered through this web site with any other 3rd party without your express consent. All information gathered is exclusively for our use to contact you for following up or to notify you of any important issues. If you would like special promotions or updates, please sign up for out newsletter. For more details, see our complete Privacy Policy.

Q: How long will it take for me to receive my order?

A: All orders are poured fresh! Most orders take 7 to 10 business days. Your order will be shipped via U.P.S., and how long takes depends on where you live.

Q: What is your return policy?

A: If there is a problem with the candle itself, email us at Info@BlackCreekCandleWorks.com and we will provide a credit or replace the product based on the information you provide us. Proof of purchase required.

Q: What if my package arrived damaged?

A: We take great care to make sure your candles are packaged so that you receive them in the same excellent condition that they were sent. If your shipment arrives obviously damaged, don’t accept it from the carrier. However, if you are not home when the package arrives, contact us immediately by email at Info@BlackCreekCandleWorks.com We will provide you with a link to UPS where you can file a claim. When you receive your Claim Number, email it to us and we will re-ship your order promptly.

Q: The candle I purchased does not smell like I thought it would. Can I return it for another candle or a refund?

A: Customer satisfaction is our number one goal and we want you to be happy with your shopping experience. If you purchase a Black Creek CandleWorks Candle from us and it was not what you were expecting for any reason, you may exchange it for another fragrance or return it for a full refund (less original shipping charges).

Please note that candle refunds or exchanges cannot be made if the candle has been burned. Prior to lighting any candle, smell the candle with the lid off. Our Intelliscents Fragrances deliver excellent, realistic fragrances. What you smell the first time you open the container is what you will get for the life of the candle. We guarantee it.

Q: How do I exchange a candle?

A: Black Creek CandleWorks wants you to be 100% satisfied with your purchase. We rarely have problems that require a return, but it can happen. If it does, we want to make the process as painless as possible. First, we ask that you contact us to discuss the problem with your purchase. We want to know how we can improve both our products and our service and would like the opportunity to solve any issues you may have.

If you need to arrange a return, please email us with in 15 days of receipt of your order for a “Return Authorization Code." Unless the return is due to damage in shipping, the candle must be returned ready for resale. The wicks and the wax bed must be intact.

If you received damaged or if we accidentally shipped you the wrong candles, we will replace them without additional charge or provide you with a full refund at your choice. We are also happy to accommodate exchanges and returns for other reasons. However, shipping and handling charges are not refundable and if the candle is being returned for any reason other than shipping damage or error on our part, you will be responsible for the return shipping costs insured.

Package the candles carefully in a sturdy box, preferably the box you received them in. Write the Return Authorization Code on the outside of each package being returned. Returns should be shipped insured by a carrier that has the ability to trace your package. We use UPS, but FedEx and USPS Priority mail (insured) would also work. We cannot be responsible for lost or damaged returns. No refunds will be made if a returned candle has been burned or damaged or if the lids are missing.

You can expect your refund or exchange within (2) two to (3) three weeks. Refunds to credit cards may take 1 to 2 statements for credit to appear. Please do not return anything without first contacting Black Creek CandleWorks first so that we know to watch for its return.