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WHAT IS YOUR RETURN POLICY?

If you are unhappy with your purchase or would like to return your item(s), please send your item(s) back to our Distribution Center. To process a return, please follow these simple steps: 

·         Please Contact us for your return authorization number within 7 days of receiving your order. 

·         All returned items must be unused and in their original packaging.

·         Items must be sent back within 15 days of the delivery date.

·         Mail your return with return authorization number to:

High Country Candle Company
Address will be provided in your Return Authorization Email

High Country Candle Company does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

·         Depending on the shipping method and carrier selected, your return package may take up to 7 to 10 days to reach us. We recommend having a tracking number on your return package.

·         Please allow 5-7 business days for us to process your return once it is received by our Distribution Center.

·         Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

·         Sale items are subject to final sale and are not eligible for returns.

Once your return is fully processed, we will issue your credit via your payment method at check out.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you have any questions or concerns regarding refunds, please Contact us and we will be more than happy to assist!

My order is being returned to High Country Candle Company — WHAT DO I DO NOW?

If your package does not successfully deliver and is sent back to us, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:

·         The shipping address does not exist

·         The shipping address is misspelled

·         The shipping address is missing information (i.e. apt/bldg/suite number)

·         The carrier is unable to safely deliver the package

·         The addressee has moved

·         The addressee has refused the package

Returned to sender packages will be restocked and you will be refunded less shipping fee for the item. Please note that we do not guarantee your items will be in-stock at the time of your reorder.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. High Country Candle Company does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

I RECEIVED MY ORDER, BUT MY ITEM IS DEFECTIVE, MISSING OR INCORRECT. WHAT DO I DO?

We know how frustrating this can be. Rest assured, we want to make every order perfect for YOU! Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please contact us within 7  business days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. 


Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you have any questions or concerns regarding refunds, please contact us and we will be more than happy to assist you!

 

 

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