FREQUENTLY ASKED QUESTIONS
Is it necessary to create an account?
To browse, an account is not required. We do however require an account for new customers placing orders and for new wholesale and drop ship clients.
How do I create an account?
Click the "My Account" link located at the top of the page and from there you will be instructed on how to register as a new customer.
I forgot my password?
Visit the "My Account" and from there you may request to have your password reset, or you may call us to retrieve it.
What information is located within my Account section?
You may view your shipping and billing information as well as view and print past orders. Your may also view your wish list and any correspondence that you have had with us.
May I ship orders to an address other than mine?
Yes, during checkout, you may enter a new shipping address. This address will remain in your "My Account" section for future reference.
How do you calculate my shipping charges?
Retail customers-$7.95 flat rate
Drop Ship customers-$8.95 flat rate
Wholesale customers-Freight will be configured at the time of shipment
How will you ship my order?
We ship all orders via UPS Ground. We cannot ship to a P.O. box. UPS will leave packages at residential
addresses without a signature.
How will I know when my order has shipped?
We will send an email stating that your order has shipped.
How can I track my order?
Enclosed in your shipment email, you will find a link that will take you to our order tracking page. Or, you may log into your account and click "Details" next to the order ID number.
I rec'd broken or damaged merchandise
All products sold by Oxford Station dba Keldandahl Soy Candlery, LLC are shipped in “NEW” condition. Please inspect all packages (in the driver’s presence if possible) immediately upon receipt. Have the driver note any damages on the shipping documents before signing them. If undetected damage is discovered after the driver has gone you will need to notify us immediately so we can file a claim with the shipping company. You are required to save the box and packing material for seven days just in case UPS wants to inspect the damage before paying the claim. If you do not save the packaging and it is required for shipping company to process our claim we will not be able to refund or replace the items damaged.We must be notified in three (3) business days from the date of receipt of any damages. A store credit or replacement product(s) will be issued for damaged merchandise.
Can I return an item?
Any candle that burns insufficiently will be replaced at no charge. We cannot except returns on refresher oils, fragrance sprays, diffusers, diffuser refills or scented rosehips.
Other returns must be reported to us within ten business days from the date that you received the order. You must contact us with a list of the items that you are returning and the reason for return. Non-damaged merchandise returned to us must be in the same condition as when it was sent. All return shipping charges will be at your expense. We do not refund original shipping charges.
I am missing an item from my order.
For a multiple product order, we will make every attempt to ship all products contained in the order at the same time. Products that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. On occasion, your order will ship over a period of a few days; this will be noted on your packing slip. The text will read: This item will Ship Separately. Please contact customer service with any questions.
Am I required to pay sales tax?
Our Store shall automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the state of Ohio. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes. Ohio wholesale and or drop ship customers must have on file a current sales tax certificate and a Ohio tax exemption form to be considered exempt from Ohio sales tax.
What type of payments do you accept?
If ordering via our website, we offer online processing of Visa, MasterCard and Discover.
We also accept PayPal for payment. PayPal processes Visa, MasterCard, Discover, American Express, debit and checking accounts as well as established PayPal accounts. Opening a PayPal account is no longer required.
If ordering via fax, please include the name on the credit card, credit card number, expiration date and last three digits on the back of the card.
How do I use a coupon?
After adding items to your cart, on the "What's in my Shopping Cart?" page, you will see a box where you may enter your coupon code.
|
Shopping Cart - 0 item(s)
