Frequently Asked Questions
Do I need to trim the wick?
Please do not trim the wick before first use. Every Oh Wow Candle comes pre-trimmed. Make sure to always allow the candle to burn long enough for the wax to create a thin layer of clear wax all the way around the jar, this will maximize the fragrance and prevent "tunneling". After initial use, maintain the wick at 1/4 inch, or slightly longer. Keep wax free of any foreign debris. Never burn more than 4 hours at a time. Keep away from drafts. Only burn on heat resistant surfaces. Never leave unattended. Discontinue use when only 1/2 inch of wax remains.
How long do our products last?
Fragrance Flight: 3 hours (each)
Wax Melt Tray: 11-12 hours
8oz Candle (Small): 30 hours
10oz Candle (Medium): 40 hours
12oz Mason Jar Candle: 45-50 hours
16oz Candle (Large): 60 hours
Reed Diffusers: 6-8 Weeks initially; Refill Reeds provide an additional 6-8 weeks.
Unsure about which fragrances to try?
Every customer is different. While we aim to hear you say, "Oh Wow" with your purchase, what may be strong, or smell good to others, is variable from person to person. We have created Oh Wow Fragrance Flights to assist in the decision-making process! These 1oz sample wax melts, are available at a low cost, and in various quantities, to allow the customer to try a variety of different fragrances.
Having issues with your candle?
We are sorry to hear you are having an issue with your candle purchase. Although candle lighting is rather intuitive, there could be several reasons for the candle not burning properly including: if the wick is cut too short, placed near drafts or under ceiling fans, placed on a non-flat surface, or when blown out before the entire top layer has a chance to liquify.
What is your Return Policy?
As a small business, we aim to keep every customer satisfied. If you received a damaged or missing item, please email us at firstname.lastname@example.org so we can remedy the issue. We will need a photo of any damaged items and the packaging in order to submit insurance claims.
Changed your mind? If you are not completely satisfied with your purchase, please email us at email@example.com for a return authorization. Return shipping is the responsibility of the customer. For products that are damaged or defective, once received we will issue a gift card valued at the retail price of the product that you are returning. All sales are final.
What is your Shipping Policy?
Please make sure the shipping address is correct before placing your order. In the event your order is returned to Oh Wow Candles because of an incorrect address, the buyer is responsible for additional postage required for us to resend it to the correct address. The buyer is also responsible for postage to resend the package(s) that have been returned to us for any other reason.
Please contact us immediately if you have entered the wrong shipping address.
We may be able to catch it and reroute if it has not yet returned.
We assure you that your order has been packaged with extra care to prevent damage during shipping. However, we are not able to control the handling during the actual shipping process. All of our packages are insured so if you receive a damaged item or your package was lost in transit, we will need to file a claim with the respective shipping partner. The shipping partner will ask to see a photo of the damaged item, packaging materials and receipt showing the value of the damaged item for reimbursement. Please email us at firstname.lastname@example.org with this information.
If you prefer to get a direct refund from our shipping partners, you can file an online claim. Links to our shipping partners and their online claims process are shown below:
Where do you ship to?
We ship to all 50 states. We are usually able to process orders within 24-48 hours, with shipping times ranging from 1-5 business days. All of our packages are tracked and insured.