The Great Northern Candle Co. | Saint Helens, OR made Candles and Bath & Body.
Frequently Asked Questions:
Placing an order:
What is your current processing time? You can always get a good idea of our current processing time by checking the status bar on the homepage. If your order requires special processing, we will contact you via email with an ETA.
Can I pay extra to expedite my order? Please get in touch with us via email or messenger before placing an order within your timeframe, and we will get back to you if we can accommodate your request. A flat $25 fee per order does not include expedited shipping charges.
Can I change, add or cancel items on my order? Once an order has been submitted, products are fulfilled and allocated for your shipment. We are a small business and are only sometimes online, so no changes can be made once we go to work to get your order to you. This policy exists so that we can ensure the accuracy of all charges while also maintaining fulfillment. You cannot change your shipping address after you place an order unless you change your shipping address to the billing address you entered. Our system verifies payment information with the address on file for your credit card to help protect against fraud.
Due to the same reasons above, orders cannot be canceled once placed. However, if a mistake has occurred, we may make a one-time exception within 12 hours if we can catch it, but a one-time $20 cancellation fee will be charged. Please note that the 12-hour cancellation deadline applies to all orders, including those placed at night, on holidays, and weekends. If it has been more than 12 hours, it is not possible to cancel your order because it will have already entered the fulfillment process.
Why didn’t I get an order confirmation email?
Order confirmation emails may be delivered to your spam or junk folder. Please check these folders before contacting customer service. If you have more than one email address but need to remember which one you entered when checking out, please check the inbox and junk folder for each email address before contacting us. Spelling errors in your email address can also make delivery confirmation emails undeliverable.
Contact Info & About Us
Where are you located?
We are located in Saint Helens, OR. Our Brick-and-Mortar is open by appointment only and during special pop-up events. Please refer to our Social Media Calendar or the Events tab for event info.
Do you have the option to pick up orders in person?
We do not have an in-store pickup option at this time. This is because we are no longer open to the public and do not have a retail store.
Is there somewhere that I can purchase locally? Please see our Stockist page for information on where to buy our products in person.
Payment, Prices & Discounts
Do you have any coupons or discount codes?
We only run a few sales annually to offer the best overall pricing. Deals and coupon codes are typically announced in our newsletter. The best way to stay in the know is to subscribe to our newsletter by signing up on our website.
How do I qualify to receive wholesale pricing on your products?
Please send us an email with your name and contact information.
Please include the following:
Store name:
Year established:
Website:
Social Media Links:
Similar Lines carried:
Three lines your store carries:
What payment methods are accepted?
Visa, MasterCard, AmEx, Discover, Shop Pay, Google Pay, and Apple Pay.
Shipping
Can I upgrade my shipping or change my shipping information?
No. Shipping cannot be changed after you submit your order.
Furthermore, you can only change your shipping address after you place an order if you change your shipping address to the billing address you entered. This is because our system verifies payment information with the address on file for your credit card to help protect against fraud.
Can I use my complimentary shipping to ship items to multiple addresses?
No. Complimentary shipping can be used to ship to one singular address only. Additionally, complimentary shipping is promotional and only something we sometimes offer.
I paid for expedited shipping. When will my order ship?
Expedited shipping is an option that you can select during checkout. With this option, the shipping provider (UPS or USPS) will ship your order more quickly after we process it.
Please note that choosing expedited shipping does not mean we will process your order more quickly. To be fair to all of our customers, orders must still be processed in the order they are received. There is no option for expediting your order to be processed more quickly. As noted above, contact us via email before ordering, and we will see if expediting is an option. There is a $25 fee that does not include expedited shipping charges.
Why was my package shipped via a different shipping method than I selected?
We can choose a different shipping method from your preferred method during checkout. This is only done when a shipping method is faster or more cost-effective. If you want us to keep your original shipping method, please leave a note on your order.
Can I choose a preferred shipping method if I qualify for free shipping?
To continue offering the best shipping prices, you cannot request a specific shipping method if you qualify for free shipping. Instead, we will automatically select the fastest or most cost-effective shipping option for orders eligible for free shipping.
My package shipped, but my tracking information hasn’t been updated recently, and I’m afraid it’s stuck in transit. What can I do?
Please get in touch with the shipping carrier (UPS or USPS) for assistance before contacting our customer service team. Unfortunately, once the shipping provider has received a package, we typically cannot assist with its deliverability.
My tracking information says my package was delivered, but I am still waiting to receive it. What do I do?
If you did not receive an order marked as delivered, please get in touch with the shipping provider (UPS or USPS) for assistance. Unfortunately, we cannot replace orders that show as offered, as delivery issues are out of our control.
If you believe your package was stolen after being delivered to your home, a police report should be filed.
Can I add Signature Required to my order?
Yes. Signature required will be an additional $6.50 if added and must be paid before shipping.
Do you ship internationally? What are the costs and customs fees?
We offer international shipping to Canada only. International orders ship via USPS and UPS. International shipping rates are displayed during checkout. Taxes, duties, and customs fees vary. As the buyer, you are responsible for covering customs or other fees. Unfortunately, we cannot issue refunds on international orders that are returned for non-payment of fees.
Do you know if shipping insurance is included? How can I buy additional coverage?
We offer shipping insurance on all orders, so your packages are protected if they are damaged or lost in shipping.
My items were damaged in shipping. What do I do?
All measures are taken to ensure your products arrive safely, but occasionally damage can still occur during shipping. If your package is damaged, you must contact us within seven days. Please save all original packaging materials so a claim can be filed with the shipping provider, if applicable.
If the package appears undamaged, but the items inside are damaged, we can issue a replacement or refund if you contact us within seven days.
Inventory & Product Questions
I ordered a product I love but it is now out of stock. How do I get more?
We occasionally run out of certain items, but we work to restock our products as quickly as possible when possible. Product pages are updated whenever we receive more inventory. If we anticipate not getting more of a particular product, it will be listed as Limited Release in that section. Unfortunately, limited-release products cannot be restocked once they are sold out.
