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?

 

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, etc.

 

In addition to these possible causes, soy wax can also create undetectable air pockets as the wax is cooling.  When the candle is lit, the top layer of wax melts and exposes an air pocket and the wick continues to burn downward. In all scenarios the melting wax can then smother the flame.

 

Fortunately, there is a solution to repair the candle and continue smelling the aroma:

Simply scoop out the wax that is on the sides of the jar (it is soft and easy to remove with a spoon) so that there is a relatively even plane of wax (like the start of a new candle) at the base of the wick. The removed wax can be discarded or placed in a wax warmer if you have one for continued enjoyment.

 

The exposed wick should be at least 1/4 inch long (preferably 3/8" or longer). This will generate enough heat to warm the jar and melt the wax uniformly. Once the candle is lit, let it burn until there is about 1/4" of melted wax across the top of the candle as shown in the last photo below. Do not burn for longer than 4 hours at a time.

Smothered wick.JPG

Candle with undetectable air pocket. Wick has been smothered by surrounding wax

Candle top view.JPG

 Soy wax has been removed from sides and is as flat as possible at base of wick

Candle side view.JPG

Side view of exposed wick

53147923-C631-44BC-ADB0-2F6004198F55.jpe

1/4" layer of wax burning

 

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 info.ohwowcandles@gmail.com 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 info.ohwowcandles@gmail.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.

If you received a damaged item or missing item, please email us at info.ohwowcandles@gmail.com so we can remedy the issue. We will need a photo of any damaged items and the packaging in order to submit insurance claims. 

If your order was lost in transit, or says it was delivered but is not at your residence, you will need to file a claim with USPS/FedEx. To file the claim, contact us for the tracking information to submit to your local post office, and speak directly to the postmaster. Explain the package was marked as delivered by your courier, but was not received at the residence address. 

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 1-3 business days. All of our packages are tracked and insured.