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SHOPPING INFORMATION

AVERAGE BURN TIME

All of our candle designs are tested for quality before we offer them for sale. The average burn time shown is calculated from burning 4 candles. This burn test is done in 8 hour increments, which is not the optimum way to burn a candle and could be considered a torture test. Following our Burning Tips should result in substantially longer burn times.

GUARANTEE

CANDLES - We believe that all our candles are a great value - low cost, long burning, and high quality. Your satisfaction is important to us, so we stand behind our candles 100%. If any candle you purchase from us fails to live up to your expectations, return it with an explanation of the problem and we will refund your money (please note: we cannot refund shipping costs). In the case of large quantities (for example: votives or floaters - please test one before using them all, we cannot refund multiples on any candle. In the past some unscrupulous people have used our liberal refund policy to decorate parties for free, so unfortunately we had to add this rule. )

SUPPLIES - We sell only top quality merchandise and stand behind our products 100%. If you are not satisfied with any of our products, it can be returned for a refund (please note that shipping costs are not refundable).

FOOD PRODUCTS - Food products are not returnable unless defective. When ordering food products please read the full product descriptions for special instructions regarding shipping and returns. Chocolate that melts in transit is not considered defective.

TECHNICAL SUPPORT

We offer free expert technical support and help to our customers.

MINIMUM ORDER

We have a nine dollar and ninety cent (9.90) minimum order. This allows us to keep costs down, and prices low.

PRIVACY POLICY

We believe that all information shared with us is confidential information and treat it as such. We do not share, sell, or otherwise distribute any customer information of any type with any other businesses or persons. This applies to all information (including email addresses and phone numbers) with no exceptions. The information collected is normally only used in case we need to contact you regarding an order.

Browser Cookies - If you have your browser set to not accept cookies, you will not be able to use the online shopping feature of this site. In order for our shopping cart software to track your selections, it sets a "session cookie" in your browser during your session at this site. This cookie cannot collect personal information and is used only to keep track of the items selected during the course of your visit. Click here for information on how to change your browser's cookie settings.

We treat customers the way we like to be treated, so you will never be subjected to annoying solicitations or other privacy intrusions by us.

BACKORDER POLICY

We strive to maintain a 100% inventory, however on occasion we will run out of an item. We normally do not hold backorders and you will have to re-order backordered items. This policy allows us to ship your order at the fastest possible speed.

SHIPPING OPTIONS

To allow for the shipping needs of a broad range of customers, it is necessary to offer many shipping options. To prevent confusion, an entire page has been set up that details and compares the shipping options available to customers at checkout. Click here to view the Shipping Information page (opens in a new window).

Shipping Preview - From your shopping basket page, you can get a shipping quote to almost anywhere in the world before entering the checkout system by clicking the calculate shipping button.

SHOPPING CART SYSTEM

  1. BROWSE or SEARCH our pages.
  2. SELECT: When you find an item you like:
    1. Type in the quantity wanted.
    2. Click the Add To Basket Button.
  3. SHOPPING BASKET: You may view your Basket at any time by clicking on Basket (located in the top navigation bar of every page).
    1. To delete an item use the remove button.
    2. To change quantities, type in the new quantity and click update.
    3. The calculate Shipping button may be used to calculate the shipping cost for your current basket contents.
    4. Use the Store Home link at the top of the page, or your back button to continue shopping.
  4. CHECKOUT: Select CHECKOUT at the top of any page when you are done shopping.

CHECKOUT

  1. SECURITY: A Secure Server is used to ensure secure transactions. Any information entered on our order form is encrypted. This ensures that your information is kept confidential. IMPORTANT NOTE: If you arrived at this site in a frame from another site, you cannot get a secure connection. CLICK HERE TO BREAK OUT OF A FRAME and ensure a secure connection.
  2. DATA ENTRY - Please do not press the continue button before completing the form - this will send an incomplete copy to us. The tab key or mouse can be used to move around within the form. If you accidentally hit the continue button, back up to the previous page.
  3. SALES TAX - We are only required to collect sales tax from New York State shipping addresses. Use the drop down menu to find the delivery area of your order. Failure to do this will delay your order.
  4. TAX EXEMPT - All non New York State Residents are tax exempt. New York State businesses and Non Profit Organizations that have a NY ST-120 form on file with us are also tax exempt. Note: Under NYS law we must have a signed form ST-120 on file before offering sales tax exemption. This is a legal document so may be sent by mail or FAX - it cannot be sent by email.
  5. COUPONS - If any of our coupons applies to your order, enter the coupon number in the appropriate box during checkout. You must click the submit coupon button to use it. Note some coupons are not combinable with other coupons. Combinable coupons need to be submitted in this way for each coupon.
  6. GIFT CERTIFICATES - Enter the gift certificate number in the appropriate box. Our software keeps track of remaining balance so you do not have to use the entire certificate at one time. You must click the submit button before proceeding for the gift certificate to be deducted from your order total.
  7. PAYMENT METHODS: Please note: Our credit card processor requires the billing address of the card. If a different ship to address is required, please enter both. For your protection and ours, this inconvenience is necessary to prevent fraudulent card use. Failure to provide the correct billing address with the order will delay the order while we contact you.
    1. VISA CARD.
    2. MASTER CARD.
    3. AMERICAN EXPRESS CARD.
    4. DISCOVER CARD

    5. PREPAID - Money Orders can be used to prepay orders if you do not wish to use a credit card. When the checkout requests the Money Order number, just enter any number (we don't use this, but it cannot be removed from the software). Be sure to include shipping charges as shown on the invoice. If you are a New York State resident you must also include the proper sales taxes for your delivery address. Orders received without the proper shipping and/or sales taxes will delay your order while we sort it out.
      Due to an enormous amount of bad checks lately, we no longer accept checks.
      6.
  8. SHIPPING - Our software is set to accurately calculate shipping for nearly all orders, however air shipment of exceptionally bulky items with low weight may incur additional charges - if so you will be contacted before your order is processed. Click here to view the Shipping Information page (opens in a new window).
  9. CHECKOUT OPTIONS:
    1. Credit Cards: This is the fastest way to get your order.
    2. Call with Payment: If you are not comfortable entering credit card information online, choose this option to send the order. Then call in the information to us at:
      • 1 (800) 292-0556 (outside NYC and LI)
      • 1 (516) 877-2499 (local)
      3. HOURS
      Eastern Standard Time (New York)
      Hours: Monday - Friday : 9 A.M. - 1 P.M.

      If you are in a different time zone, this button will bring up the get the current time at our offices.
    3. Money Order: We no longer accept personal checks. If you would like you can pay by money order or cashiers check.
  10. FOREIGN ORDERS: We will ship to anywhere in the world as long as the package is insurable. All prices are in U.S. dollars. We do not ship to Nigeria.
  11. FINISHING UP:
    1. The final checkout screen will contain phone or mailing information if you chose Phone or Money Order payment, as well as a link to create a printable invoice if desired.
    2. You will receive an automated email confirmation from the secure server.
    3. When you receive this confirmation, please check the information and contact us immediately if any of it is incorrect. If it is correct no further action is needed, and your order will ship as scheduled (most orders ship within 2 working days).
    4. Heavy Shipments - If you receive an "Unable to calculate shipping costs" message this means that the software is unable to make an accurate shipping calculation. Continue with checkout, you will be contacted with the shipping cost when your order is processed by our office. Your credit card is not billed on these until we send an updated invoice and receive a confirmation from you, so watch for the follow up invoice from our office.

 

    

 

  

 

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Copyright © 2003 - 2009 Bob Sherman
http://www.onestopcandle.com