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FAQ
Shipping
How long will my order take to ship?
Processing times are generally 48-72 hours, depending on stock availability.
You will receive an email confirmation once your order has been shipped.
Can I track my order?
Yes, a tracking number will be provided through email once the order has been shipped.
Please be advised that there might be delays in shipping through the carrier, and we apologize for any inconvenience.
How long will shipping take?
All orders are shipped through Canada Post Expedited Parcel™ and are subject to delivery standards as stated by Canada Post on their website here.
How much is shipping?
All shipping is automatically calculated at checkout (ranges from $9.99 - $19.99).
Currently, we're offering free shipping for orders over $50 CAD.
What is your return and exchange policy?
Unfortunately, at this time, we do not offer any returns or exchanges on the candles.
We are working on streamlining our production process and hopefully in the near future will be able to do so.
Do you offer international shipping?
Currently, we only ship domestically to Canada (except Québec).
How do I cancel or change my order?
Once your order is placed, please send an email to ginkgocraftstudio@gmail.com within 24hours to cancel or make changes. Please note, once the item is shipped, we will be unable to cancel or make changes to your order.
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Cancellation refunds will be processed within 5 business days onto the original payment method.
Tell me about your shipping materials?
We use recyclable corrugated cardboard boxes, sourced locally from Victoria Box and Paper Ltd.
For packaging, we reuse the tissue paper and 100% bio-degradable corn peanuts which come with our beeswax sheet shipments from our supplier.
The shipping labels are direct thermal labels which can be curbside recycled along with the shipping boxes. Made from 100% recycled paper, we are able to recycle the release liners of the labels.
The packing tape is unreinforced (no fiberglass) Kraft paper tape with a natural gum adhesive that can also be curbside recycled.
Candles
How many types of candles do you have?
Currently, we have four different types.
B'day - burn time 15-20 mins each, 2.5" high, 0.25" diameter and weigh 7 g for a set of 7 candles.
Votive - burn time 3-4 hours, 2" high, 1.8" diameter and weighs 32 g.
Pillar - burn time 4-5 hours, 4" high, 1.2" diameter and weighs 32 g.
Taper - burn time 4-5 hours, 8" high, 0.8" diameter and weighs 32 g.
What are your candles made of?
The candles are made from 100% Pure Canadian Beeswax and contain cotton wicks. The natural and ivory candles contain no dyes, while the rest contain only non-toxic dyes.
Why do two candles of the same color have different shades?
As the beeswax is 100% natural, the sheets are subject to color variances as they can be part of different batches from the manufacturer and yes, the bees too.
Why do some of the candles have a white hue on them?
The oils from natural beeswax form a white ‘bloom’ on the candles and can be removed by gently wiping the candles with a cloth. This white hue is an indication that the beeswax is pure.
What about your labels and business card?
The labels and business cards are made at home using a laser printer and Cricut Maker® on 24lb FSC certified paper and Kraft cardstock respectively.
Do you offer wholesale/ bulk discounts?
This can vary depending on the size, color availability and urgency of the order. Please send us an email at ginkgocraftstudio@gmail.com or through the Contact form with your order request and we can go from there.
Candle Care
Can I burn the candle straight out of the box?
No, please remove all packaging before burning.
What do I place the candles on while burning?
Place on a fire resistant surface (preferably candle holder) and keep it away from anything flammable, children and pets.
Do the candles drip? If not, then why are they dripping from the sides?
Generally, the candles are drip resistant but can drip just like any candle.
There can be different factors as to why the candle is dripping from the sides, when the room temperature is warmer; the wax will be softer and will melt faster than it can burn and in turn there is more melted wax than the candle can hold.
Possibility of candle tunneling; this happens when only the center of the wax around the wick melts and burns downward.
The candle is not on a level surface or is in the path of a draft/ wind.
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