REFUNDS + EXCHANGES
Here at Essential Excellence Co, we strive to make sure our customers receive the best products and that they are shipped safely but we understand that things happen in transit or other issues may come up.
In the event that your package is damaged or you are experiencing an issue with your products, please email firstname.lastname@example.org with photos and a description of what you are experiencing (proof of damage) within 72 hours.
Due to the nature of your products, used candles cannot be returned or refunded. However, we will replace unused candles if damaged during shipment if proof of damage is submitted. Used candles cannot be returned or refunded.
At this moment, we do not allow refunds or exchanges.
If your order was shipped via USPS…..
- In some instances, packages remain in “pre-shipment” for the term of its journey to you. This means the item may arrive at your door while tracking on the USPS interface is still pending. We have spoken to USPS staff personally and have been told, in the interest of moving packages along faster, some facilities forego scanning.
How can we personally assist with delayed shipments?
- We are not able to view any more tracking information beyond what USPS & UPS communicate on their tracking interface. UPS has been more diligent in communicating when an item is delayed which we are grateful for.
- If you are concerned that your package may be lost, please email us directly to troubleshoot. We will do our best to try to help you.
- USPS 2-3 Priority Shipping: Usually 1-3 business days after an order is placed (currently suspended)
- Orders that qualify for free ground shipping will be shipped via UPS Ground.
- If you have ordered multiple items and one of them is on pre-order, please note that your entire order will ship once the pre-ordered item is in stock which could be 2-3 weeks.
- If you need express shipping, please call us at 212-457-4014 or message us via Facebook
- Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed, however, if we are able to make updates on your behalf, please note that these changes will not be reflected in your shipping confirmation email.
- Once shipped, an order's tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands. We cannot replace missing or stolen packages. We offer ROUTE package protection at checkout, so if you package is stolen, lost or damaged, you are fully insured.
- You should receive a shipping notification with tracking information once your order leaves our fulfillment center.