FAQ's

The Great Northern Candle + Fragrance Co. | Portland, OR 

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 at the top of 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.

Because orders move into allocation shortly after being placed, we’re generally unable to cancel or modify orders once they’re submitted.

If a genuine mistake occurs, we may be able to make a one-time exception within 12 hours of purchase, provided the order has not yet entered processing. A $20 cancellation fee applies to cover handling, transaction costs, and time.

Please note that this 12-hour window applies to all orders, including those placed overnight, on weekends, or during holidays. As a one-person studio, responses may occur during regular business hours, and the cancellation window is based on the time of purchase rather than response time. Once an order has entered fulfillment, cancellation is no longer possible.

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 

We’re based in Portland, Oregon, where we operate as a small, studio-based business. Our former Saint Helens brick-and-mortar location is now permanently closed.

If you’d love to see our products carried in a store near you, we’re always happy to explore thoughtful retail partnerships. We welcome shops to reach out to us directly to see if we might be a good fit.

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. 

*** If you’d love to see our products carried in a store near you, we’re always happy to explore thoughtful retail partnerships. We welcome shops to reach out to us directly to see if we might be a good fit. ***

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? 

How do I qualify for wholesale pricing?

We work with a limited number of retail partners whose values and aesthetic align with our brand. If you’re interested in carrying our products, please email us with your store information so we can determine if it’s a good fit.

Kindly include:

• Store name

• Location

• Website

• Social media links

• A brief overview of your shop and the brands you carry

Wholesale inquiries are reviewed on a rolling basis.

What payment methods are accepted?

Visa, MasterCard, AmEx, Discover, Paypal, 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 complimentary shipping to ship items to multiple addresses or upgrade the shipping method?

No. Complimentary shipping applies to one shipping address per order and cannot be split across multiple destinations.

Complimentary shipping is a promotional offering, available at our discretion and subject to change or discontinuation at any time. Orders that qualify for complimentary shipping are shipped via USPS Ground and cannot be upgraded or modified, regardless of manual changes made during checkout.

If a specific carrier or upgraded shipping service is required, standard shipping rates must be selected at checkout.

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 an additional $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? 

No. Orders that qualify for complimentary shipping are shipped via USPS Ground and are not eligible for carrier selection, upgrades, or modifications.

Complimentary shipping is a promotional offering provided at our discretion. To keep pricing fair and sustainable, the shipping method for these orders is selected automatically and cannot be changed, regardless of manual adjustments made during checkout.

If you require a specific carrier or upgraded shipping service, standard shipping rates must be selected at checkout.

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 cannot assist with its deliverability.  

My tracking says “Label Created” or shows no movement - has my order shipped?

Yes, in many cases your order has already left our studio.

When we ship large batches of orders, packages are often dropped at the carrier in bulk. During these drop-offs, individual scans may not occur immediately. Tracking information may remain unchanged until the package reaches its first distribution center or, in some cases, until it is out for delivery.

This delay in scanning is controlled entirely by the shipping carrier and is outside of our control. Once a package has been handed off, we’re unable to access additional tracking details or request manual scans on your behalf.

If tracking does not update after several business days, we recommend contacting the carrier directly for assistance.

My tracking information says my package was delivered, but I haven’t received it. What should I do?

If your tracking information indicates that a package has been delivered but you’re unable to locate it, please contact the shipping carrier (USPS or UPS) directly for assistance. Once a package is marked as delivered, the carrier is best equipped to investigate delivery details.

Because delivery location and placement are determined by the carrier, we’re unable to replace orders that are marked as delivered. It is the customer’s responsibility to ensure that a safe and secure delivery location is provided at checkout.

If you believe your package was stolen after delivery, we recommend filing a police report. All shipments are insured, and we’re happy to assist with filing an insurance claim when applicable. Please note that claims are subject to the carrier’s review and approval.

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 about costs and customs fees?

At this time, international shipping is limited as we work to expand compliant options. Alcohol-based perfumes cannot be shipped outside of the United States due to shipping regulations.

We are in the process of introducing oil-based roll-on perfumes, which will allow us to begin offering international shipping where permitted. Once available, international shipping rates will be calculated at checkout. Please note that customers are responsible for any applicable duties, taxes, or customs fees, and we’re unable to issue refunds for orders returned due to unpaid charges.

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 three business days of receiving your order. 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. We will occasionally activate our "Archive" collections in both Perfume and Home Fragrance so be sure to check there often to see if your favorite products come back from time to time. Please feel free to reach out via our contact section if you are looking for something no longet listed as it is possible that we may be able to offer a custom order for you.