FAQs and Policies
Returns and Exchanges
Do you do custom orders?
Soy candle FAQs
At most, we will usually ship your order out within 2-3 business days, unless there is a holiday, or we are away on vacation or convention. 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 (1-3 business days), while international orders are shipped via First Class International.
Estimated shipping times:
Canada: 2-3 weeks
United States: 3-5 business days
Europe: 2-3 weeks
Australia, New Zealand and Oceania: 2-3 weeks
Asia Pacific: 2-3 weeks
We'll do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the shipping method you choose. CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. We are not responsible for delays due to customs.
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 me 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 me 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. I base my rates on current USPS 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. During the summer months, a "PROTECT FROM HEAT" warning label is placed on the package. 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.
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.
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.
We use 100% vegan soy wax in our candles. 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, especially candles 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. 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 also tend to frost over time, but this in no way affects how the candle burns.
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.