Frequently Asked Questions (FAQ)

1. Ordering & Shipping
Q: How long does processing take?
A: Most orders ship within 1-2 business days. During peak seasons, please allow 3-5 business days for processing.

Q: What shipping methods do you offer?
A: We provide:

  • Standard Shipping (3-5 business days)
  • Expedited Shipping (2-3 business days)
  • Local pickup (available in select areas)

2. Candles & Products
Q: What wax do you use?
A: Our candles are made with:

  • Premium soy-coconut wax blend
  • Lead-free cotton wicks
  • Phthalate-free fragrances

Q: How long should I burn my candle?
A: For optimal performance:

  • First burn: 2-3 hours until full melt pool forms
  • Subsequent burns: no more than 4 hours
  • Always trim wick to 1/4″ before lighting

3. Returns & Exchanges
Q: Can I return a candle?
A: Unused candles in original packaging may be returned within 30 days. Burned candles cannot be returned for safety reasons.

Q: What if my order arrives damaged?
A: Contact us immediately through pennbeechcandleco.com with:

  • Order number
  • Photos of damaged items
  • Photos of packaging

4. Candle Care
Q: Why does my candle tunnel?
A: Common causes include:

  • Not allowing full melt pool on first burn
  • Burning for too short periods
  • Drafty environment

Q: How do I fix a tunneling candle?
A: Try:

  • Foil method (wrap top with foil)
  • Wick trimming
  • Longer burn sessions

5. Gifts & Special Occasions
Q: Do you offer gift wrapping?
A: Yes! Select gift wrapping at checkout for $5 per item. Includes:

  • Premium gift box
  • Tissue paper
  • Custom message

Q: Can I include a gift message?
A: Absolutely! Add your personal message during checkout.

6. Wholesale & Bulk Orders
Q: Do you offer wholesale?
A: Yes! Visit the “Wholesale” section at pennbeechcandleco.com to:

  • View wholesale pricing
  • Download catalog
  • Apply for account

7. Safety Information
Q: Are your candles pet-friendly?
A: While our candles use non-toxic ingredients, we recommend:

  • Keeping out of pet’s reach
  • Monitoring pets around open flames
  • Considering flameless alternatives if concerned

8. Candle Performance
Q: Why is my candle’s scent weak?
A: Scent throw depends on:

  • Room size (our candles work best in small-medium rooms)
  • Proper wick maintenance
  • Allowing full melt pool

9. Account & Technical
Q: How do I reset my password?
A: Click “Forgot Password” on the login page. You’ll receive email instructions within 5 minutes.

Q: Can I change my order after placing it?
A: Contact us immediately if your order hasn’t shipped. We’ll do our best to accommodate changes.

10. Sustainability
Q: Are your jars recyclable?
A: Yes! After use:

  • Clean remaining wax
  • Remove labels
  • Recycle as glass

For additional questions, please visit our Help Center at pennbeechcandleco.com.