FAQ - Customer Service

Item received was different than item ordered.

  • Send a brief description to myorder@thegrowingcandle.com
  • Please include: your order number, and picture of item received.
  • We’ll email you a return shipping label. All return items must be received in their original, unused condition, this includes an intact and attached seed paper label.
  • The correct item you ordered will be shipped as soon as return is processed.

Item broken or damaged upon delivery.

  • Send a brief description to myorder@thegrowingcandle.com
  • Please include: your order number, and picture of damaged item.
  • A replacement item will be sent to you right away.

Shipment is late or missing in transit.

  • If order does not arrive within 24-48 hours of expected delivery date, please fill out a missing package request here.

Tracking status reads “USPS Awaiting Item” or “Shipment Ready for UPS”.

  • All items leave our facility within hours after the tracking number is generated.
  • "Pre-shipment" tracking status usually means the carrier didn’t scan you package upon pickup.
  • This will prevent the tracking status from updating throughout transit. Therefore, your tracking number will remain in a pre-shipment status until final delivery.
  • If order does not arrive within 24 hours of expected delivery date, please fill out a missing package request here.

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