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. I have a question regarding my charges. To review your orders, log in to access your account. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance. I need a copy of my receipt/invoice. To gain access to your receipts and invoices, log in to access your account. From there you may view and print prior transactions. 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 When will my credit card be charged? Paypal will process the payment At the time of sale. When will my credit appear on my account? Credits usually take 7-10 business days from the time we receive notification. Do you ship to my country? Currently, we ship only throughout the continental United States. What shipping service do you use? All packages are sent UPS Ground. UPS cannot deliver to P.O. boxes. 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 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 pack aging 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 candles will be issued for damaged merchandise. Has my order shipped? At shipment, you will receive an email tracking notification from UPS. Items are missing from my shipment. 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. When will my back order arrive? While we make every effort to keep raw products in stock and available for production, sometimes we are not able to do so. We do not automatically back order product. All out of stock product must be reordered. On occasion, your order may ship over a period of days. This will be noted on your packing slip and invoice as-This item will Ship Separately. How do I return a product? 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. |