FAQs and Policies
ShippingOur items are made to order, and since it is one person running the entire store (the owner) it may take a bit to ship the order. You will receive a tracking email once the order is shipped. If we are leaving on vacation, there will be notification prior to us leaving so you can expect a delay. Packages in the U.S. are shipped via USPS priority shipping or First Class Shipping (for smaller orders), while international orders are shipped via First Class International.
Actual delivery time will depend on the shipping method you choose. Paying for shipping only affects the method the order is shipped, and does not accelerate the order processing time. CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Please visit our International Shipping FAQ for questions related to international shipping and COVID-19 delays.Lost/stolen items marked as delivered:
Please note that Otaku Scents cannot be responsible for lost or stolen packages. If any package has been marked as "DELIVERED" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier.
If an order has been returned to us as undeliverable due to address/customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer's responsibility to follow tracking as provided by Otaku Scents or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. If the item is returned to us, we will attempt to contact the customer immediately, in which they have 5 business days to respond. If they don't respond within that time, we will consider the issue resolved. Undeliverable orders can be resent based upon agreement with the customer but new shipping charges are at the customer's expense. There is no place on the shipping labels for us to designate delivery instructions to the postal carrier.
International Tracking Not Updating:
Sometimes items don't get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. We can assist by putting in a search request with the post office but please be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time.
Shipments with the U.S. are calculated based on weight, with free shipping on a purchase of $30 or more. International shipments are also calculated by weight, which can be seen at checkout. Base price varies by country. These are the lowest rates we can offer as a small time seller. We base shipping rates on current USPS and UPS rates.
Each candle is wrapped in a layer of tissue paper, a layer of bubble wrap, and individual boxes. The package also contains packing peanuts for insulation. Wax melts are wrapped in tissue paper. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.
Customers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. In the occurrence of exchanges, the buyer will cover the shipping cost of the returned good(s), while Otaku Scents will cover the shipping costs of the new item(s).
Replacements at zero charge will only be processed if the item has a fundamental issue (production/quality) or was damaged in shipment and we are able to process a claim.
For any items that have been damaged in shipment, please immediately send photos of the damaged candles and we will file a claim with the postal carrier. PLEASE NOTE this process takes time and claim may need to be approved before we are able to send replacement items. This does not include melting issues. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.
Soy Candle and Wax Melt FAQs
We use 100% vegan soy wax in our candles and wax melts. It burns cleanly, burns for awhile, and is eco-friendly! We also use 100% uncut fragrance oil and candle safe dye. No chemicals, animal based products, or paraffin is added into our candles.
You may notice some variations in the color of soy candles and wax melts, especially candles and wax melts that use 100% soy wax with no other additives. This is called “frosting”. It looks like small, whitish crystals that form on the top of the wax or the sides of the jar or clamshell mold. It is similar to how chocolate sometimes forms that white frosted look. We always try to minimize this as much as possible, but it is very normal for soy wax to do. 100% soy wax candles and wax melts also tend to frost over time, but this in no way affects how the candle burns or melts.
Tips for caring for your candle:
- Keep your wick trimmed to 1/8 of an inch. The wick should be trimmed every 4 hours of burn time. Simply extinguish the flame, let the candle come to room temperature, and trim the wick to 1/8 of an inch before relighting.
- Let your candle come to a full melting pool (the melted wax reaching the glass) before extinguishing so the candle burns evenly all of the way down. Burn for no more than 3-4 hours at a time.
- For safety reasons, keep a lit candle out of reach of children and pets. Extinguish the candle carefully, and allow it to cool before touching or moving. I would recommend a candle snuffer! Never use water as it can cause the wax to splatter or the glass to break.
Tips for using your wax melts:
- Use 1-2 cubes at a time for desired scent strength. Mix and match cubes to create new scents!
- When the wax needs to be changed, let it cool after completely melting, then dispose of the wax in the trash can. DO NOT dispose of wax in the sink, as it will cause the sink to clog.
- For safety reasons, keep wax melts and melters out of reach of children and pets. Turn off the warmer, and allow it to cool before touching or moving.
At this time, we do not. We work with various artists on a commission basis for the artwork, so the start-up costs are a bit high to get a candle off of the ground, along with the wait time for the artist to finish the commission. We do however take suggestions. For suggestions on a new candle for a specific anime, a place in an anime, or a character within an anime, please contact us via our "Contact Us" page.
Will you come to *insert anime convention here*?
Otaku Scents is consistently looking for new conventions to attend across the U.S.! Since we are based in Texas and have to drive to our destination due to the weight of our product, we have to carefully select which conventions to apply to and attend. We cannot sell our product at international conventions or conventions outside of the 48 contiguous states due to the logistics of getting our product there.
If you are a convention that would like to host us as a guest artist, please feel free to contact us!
Where do you get the artwork on your labels from?
We commission artists for the artwork on our labels, as we love to support the artistic community! When we commission them, we are upfront on what we use the artwork for, and they charge us accordingly, and give us the rights to use the artwork in a commercial setting. The artist who created the artwork for a label is credited on each product page with a link to their social media. All of our artwork is purely fanart by passionate artists who love anime and video games!