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Welcome to My Candle Mate's Customer Service Center. Here you will find answers to "Frequently Asked Questions" as well as our Legal Disclaimer, Privacy and Security information (which informs you what is done with any information collected by us) and very important Usage and Safety Tips.
Please take a moment and browse this page and should you have any questions that are not answered on this page, please feel free to visit our Contact Us page and send us an email.
Thank you for your interest and we look forward to serving all your Scented Needs.
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FREQUENTLY ASKED QUESTIONS (FAQ)
Q: How are the discounts applied when there is a Buy 1, Get 1 or Buy 2, Get 1 sale?
A: A percentage of the free item is deducted from each of the items for which you are charged.
For example:
Buy 1, Get 1 at 50% off, each item will be discounted 1/4 off the regular price.
Buy 1, Get 1 free, each item will be discounted 1/2 off the regular price.
Buy 2, Get 1 free, each item is discounted at 1/3 off the regular price.
Q: Does My Candle Mate use lead wicks?
A:
There has been a good deal of recent coverage in the media regarding
possible health issues relating to candles containing lead wicks, some
of which has unfortunately been confusing or misleading. In order to
eliminate any concern or confusion on the part of our guests and
consumers in general, MY CANDLE MATE WOULD LIKE TO ASSURE YOU THAT MY
CANDLE MATE DOES NOT USE LEAD WICKS IN ANY OF OUR CANDLE PRODUCTS!
Moreover, My Candle Mate strongly supports the Consumer Products Safety
Commission's recent work toward banning the use of leaded wicks. All of
our products are today manufactured with pure cotton wicks that are
free from lead and completely safe. At My Candle Mate, we care deeply
about the health and well-being of our customers. After all, many of
them are our own families, friends and neighbors. We are therefore
firmly committed to selling only high quality candle products that can
not only be enjoyed but can be enjoyed safely! This has been our
mission, focus and promise since we started this business and we will
continue to strive to offer the very best candles available.
Q: How can I keep my candles looking their best?
A:
Candles will discolor or fade when they are exposed to intense light
for extended periods. We do not recommend displaying your candles for
long periods in direct sunlight, fluorescent lighting or other strong
illumination. Wax will soften in temperatures over 80 degrees
Fahrenheit. This may cause taper candles to bend or negatively affect
the quality of your candles. Store your candles in a cool, dry place.
Q: Why do candle wicks sometimes become mushroom shaped?
A:
When the candle is consuming wax more quickly than the flame can burn
completely, carbon deposits may develop. This will most likely occur
when the wick needs to be trimmed. Blow out the flame, trim off the
wick and carbon deposit and relight. Do not allow the wick trimmings or
other materials to fall into the wax pool.
Q: Can I refill my jar candle when it is empty? Do you recycle the empty jars?
A:
Because glass weakens as it accumulates bumps and scratches from use,
we do not recommend refilling our jars for re-use as a candle. However,
they make terrific holders for all kinds of things around your home:
buttons, nails, pens and pencils, cotton balls, potpourri, seashells
... whatever small collections you may want to display. Additionally,
most local recycling agencies will accept empty candle jars along with
other glass jars.
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Q: How do I use Tarts/Floaters?
A:
Tarts/Floaters offer you exceptional home fragrancing without the mess
of traditional simmering potpourri. Place Tarts/Floaters in the top of
a dry potpourri burner and never add water. Light an unscented tea
light candle (never use scented tea lights) for a controlled low flame
made especially for potpourri burners. When melted, the wax potpourri
will release its wonderful fragrance. You can also mix different
fragrances together to create your own unique blend of aromas.
Q: How can I remove candle wax from fabric?
A:
Whenever available, we suggest that you consult the laundering
instructions provided by the manufacturer of the tablecloth or other
fabric. Professional cleaners are also valuable sources of information.
If attempting to clean the item yourself, it is important to allow the
wax to completely harden. Once hard, gently chip away the larger pieces
of wax from the fabric. After much of the wax has been removed, run hot
water through the fabric. Citrus-based or oil-based cleaners are the
most effective in removing stains.
Q: How do you make your candles smell so authentic?
A:
Now that's a secret! We have dedicated time and money into researching
various fragrances. Once a fragrance is approved, a select group of
individuals will test it for authenticity of fragrance and quality of
burn.
Q: Which is your most fragrant candle?
A:
All of our candles contain the highest percentage of fragrance oil. Our
candles are made in glass jars to allow the pool of melted wax that is
produced to emit the strongest fragrance. This is true with Votives as
well, as long as they are burned in a snug-fitted glass votive holder.
Q: Why are some fragrances discontinued?
A:
Consumer tastes change over time. As a result certain fragrances may
decline in popularity to the point that it is no longer feasible to
continue making them.
Q: What is the difference between My Candle Mate candles and other brands?
A:
My Candle Mate is devoted to selling healthy, high-quality candles. We
use only the highest quality materials: pure cotton wicks, glassware,
and premium-grade, vegetable blend waxes specially blended for optimum
burning and fragrancing performance. We do not use paraffin wax which
creates that black soot that you often times see around the rim or
inside of a candle jar.
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Q: Why is it recommended to discontinue using the candle when a half inch of wax remains?
A:
Although our candles are designed to burn clean to the bottom of the
jar (with proper burning and wick care), the glass can get hot on the
bottom as the flame nears the base of the jar and most of the wax has
been consumed. When this instruction is followed the glass will not get
too hot. For your safety, we also recommend burning all candles on heat
resistant surfaces, such as a plate or trivet.
Q: How will my products be shipped?
A:
Most orders will be processed within one to two business days. Please
add from two to five business days for typical delivery. Most orders
are shipped via US Postal Service Priority Mail (2-3) days. Some orders
may ship via UPS so depending upon the zone to which the package will
be shipped, delivery can be three to eight business days. If you
require faster delivery, please call our customer service department
(757-653-5444) to ask about Next Day or Second Day shipping.
Q: Does My Candle Mate have a return policy?
A:
Yes - My Candle Mate takes great pride in the quality of craftsmanship
and, most importantly, your satisfaction with your purchase. With
proper burning and wick care, all of our products are designed to give
100% Satisfaction Guarantee. However, if you have a candle that does
not burn clean and evenly, and proper care has been used, it can be
returned to us at: My Candle Mate Sales Returns, P.O. Box 849,
Matthews, NC 28106. We will confirm that all burn and usage
instructions were followed and upon that determination we will send you
a replacement candle (your fragrance choice) of the same style, size
and of equal value. Merchandise Credit is also available should you
choose to apply the purchase price of the returned product toward the
purchase of a higher priced item. Sorry - shipping costs are
non-refundable.
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My Candle Mate and it's parent company,
U.S. Traders, LLC, are NOT responsible for damage or injury due to lack
of care and attention when burning our candles.
My Candle
Mate and it's parent company, U.S. Traders, LLC, WILL NOT be
responsible for any injuries, damages or losses of any kind to persons
or property due to consumer's use of any of our products.
Your
purchase from My Candle Mate signifies your acceptance of the
aforementioned information and policies as well as your acceptance for
full responsibility of any incidents that result from the use of our
products.
Candle care and candle burning is a responsibility.
Please burn wisely. Usage Instructions and Warnings are posted on every
candle. Please use Safety First and burn responsibly!
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PRIVACY AND SECURITY
Thank you for visiting www.MyCandleMate.com. My Candle
Mate is committed to honoring and protecting your privacy while at the
same time providing you with a first rate on-line shopping experience.
As an important part of respecting your privacy, we believe that you
have the right to know what information is collected by this Web site,
how such information may be used, and what security measures are taken
to protect your information.
Effective Date of this Privacy Policy: This policy is effective as of January 1, 2009
Collection and Use of Information
When you visit our Web site, place an order, or contact us via e-mail, certain information is or may be collected. Among the types of information that may be collected are the following:
* domain names of visitors to our site;
*
if you place an order or contact us, your name, address, e-mail address
and whatever credit card information you provide in connection with
your purchase;
* "navigational information" regarding the
traffic patterns of our Web site, including the number of visits to a
particular page and user-specific information on which pages a guest
visits, average length of time spent on the site and similar site usage
data; and
* any information that you may choose to submit in
connection with any e-mail messages, on-site surveys, registry
programs, contests and the like.
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We use this information in
order to analyze, manage and improve our Web site so that we may
continually strive to provide you with the best shopping experience
that we possibly can. Information on traffic patterns and the number of
page visits, etc. helps us to further develop and improve our site
layout to better meet your needs. Of course, we also use information
such as your name, e-mail address and credit card information to
contact you, respond to your inquiries and to process, receive payment
for and deliver your purchases. We may use such information to notify
you of services, special offers and discounts as well as new products
that we believe may be of interest to you.
Cookies
"Cookies"
are small bits of data that a web site can send to your browser and may
then be stored on your hard drive. We use cookies in connection with
certain features on our Web site, although we note that our cookies do
not contain any personally identifying information such as your name.
We use the cookies to enable us to store items in your shopping cart
and may also use them to help provide you with customized or tailored
information or services. You can set your web browser so that you will
always be notified when you receive a cookie.
Security
My
Candle Mate takes reasonable precautions to protect the security of
your personal information. Our Web site is hosted on secure servers and
utilizes SSL secure server software. Any personal information that you
provide is encrypted while it is being transmitted over the Internet in
order to reduce the possibility that such information can be read by an
unauthorized person. Any information collected by us is stored in
private files behind a firewall designed to protect your information by
denying unauthorized access by outside users.
Opt In/Opt Out
If
you do not wish to receive e-mails regarding special offers, product
information or discounts, please let us know by sending us an e-mail to
CustomerSvc@MyCandleMate.com. Please be sure that your e-mail includes your
name and address. If you are requesting to be removed from our print
mailing list, please state that specifically.
You can also let us know by calling us at 757-653-5444.
If
you would like to correct or update any information that you have
previously provided, you may do so via e-mail to CustomerSvc@MyCandleMate.com.
Please note that these requests may take up to 2 weeks to be effective,
particularly if we are removing your name from postal mailings. In
addition, when you purchase from us online or when you choose to enter
a sweepstakes or other promotion, we may need to contact you via phone,
email or mail to address questions or issues specific to your order,
entry, etc., even if you have opted to not receive communications.
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Providing Third Party Information
To
serve you better, we may use information you give us online to enhance
and personalize your shopping experience with us, to communicate with
you about our products and events that may be of interest to you, and
for other promotional purposes. We may collect, store or accumulate
certain non-personally identifiable information concerning your use of
this Website, such as information regarding which of our pages are most
popular. We may disclose any information, including personally
identifiable information, we deem necessary, in our sole discretion, to
comply with any applicable law, regulation, legal process or
governmental request. We may contract with companies or persons to
provide certain services including credit card processing, shipping,
data management, promotional services, etc. These are classified as
"Service Providers". We provide our Service Providers with the
information needed for them to perform these services only. We also ask
our Service Providers to confirm that their privacy practices are
consistent with ours.
Although unlikely, in certain instances we
may disclose your personally identifiable information when we have
reason to believe that it is necessary to identify, contact or bring
legal action against persons or entities who may be causing injury to
you, to My Candle Mate (the Company) or to others. We may also disclose
your personally identifiable information when we believe the law
requires it.
We may use the information you provide in
aggregate form for internal business purposes, such as generating
statistics and developing marketing plans. We do not sell or rent your
personally identifiable information to third parties!
Changes to this Privacy Policy
We
may revise this Privacy Policy from time-to-time. If we decide to
change our Privacy Policy, we will post the revised policy here. As we
may make changes at any time without notifying you, we suggest that you
periodically consult this Privacy Policy. Please note that our rights
to use your personally identifiable information will be based on the
privacy policy in effect at the time the information is used. If you
object to any such revisions you must cease using our website.
Continued use of our website following notice of any such revisions
shall indicate your acknowledgement of such revisions and your
agreement to be bound by the terms and conditions of the revised
Privacy Policy.
When you complete a feedback form or a survey,
you may opt-out of receiving future communications from us. You may
change your preferences at any time by clicking the "unsubscribe" link
at the bottom of each e-mail you receive from us or by e-mailing us at CustomerSvc@MyCandleMate.com
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USAGE AND SAFETY TIPS
At My Candle Mate, we want you to
experience the maximum enjoyment and pleasure from our candles. We take
great pride in providing the finest quality ingredients and materials.
However, it’s very important that you burn candles responsibly to
ensure their safe use. Please follow these guidelines to keep My Candle
Mate candles a perfect part of your life.
* Allow candle to reach room temperature before lighting
* Remove any and all packaging before lighting
*
Place on a protected, heat-resistant, dry surface, away from anything
that can catch fire and out of reach of children and pets
* Use holders designed for the particular candle style
* Keep wick(s) trimmed to 1/4” at all times. Longer wicks will will cause candle to burn hotter and hotter
* Note that wicks DO NOT burn down with the candle wax. They must be trimmed!
* The wicks are the single most important aspect to any candle.
*
The wicks MUST be maintained and trimmed when necessary because all
parts of the candle get absorbed and released through the wick!
*
If smoking occurs or the flame is too high, carefully blow the candle
out. Let candle cool, trim wick(s) to 1/4" from wax, remove trimmings,
and relight.
* Do not let the wick trim fall in the wax pool
Keep the wax pool free of wick trimmings, matches, or any combustible material. Keep the wick(s) centered and upright.
*
Avoid burning candles in drafts. Drafts in a room that are created from
ceiling fans, high-traffic areas or counter/floor fans can and will
change their performance.
* Candle flame should not flicker. Flickering indicates it's in a draft path and needs to be moved to a safe location.
* Never leave burning candles unattended! Keep them within sight at all times.
* Keep all matches and lighters out of the reach of children.
* Teach everyone in the family the rules of safe candle use
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JAR CANDLES
* Handle with care! Glass containers are fragile. * Avoid glass-to-glass contact when removing or replacing the lid
* Do not use if the jar is cracked or chipped. Do not refill with wax!
* Do not allow the flame to touch the side of the jar. The jar may become too hot. Handle carefully
If smoking occurs, check for drafts or high traffic areas which may cause flame to flicker and smoke
* Be sure that the wick is no longer than 1/4". If it is, carefully extinguish the flame, trim wick to 1/4" and relight
* To minimize wax left on the sides of the jar, burn candle a maximum of 3 hours at a time
*
A little wax left on the inside of the jar as the candle burns down is
really ideal because that means the candle is not burning too hot
* It is normal for some wax to be left. The amount will vary per color, fragrance and burning conditions
* Prevent possible heat damage to the counter or surface by discontinuing use when 1/4" of wax remains
* Only burn in a suitable holder or on a plate, trivet or other fire and heat resistant surface
* Carefully extinguish flame before replacing the lid
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VOTIVE CANDLES
* For maximum performance from your votives, burn only in an appropriate holder. A snug glass votive holder is recommended
*
Do not burn votives "freestanding" on a plate or other surface because
the wax will collapse and length of burn time will be lost
FLOATER/TARTS
You
can experience your favorite fragrances with or without the flame!
Floater/Tarts are wax melts made from our special wax blend which are
to be melted in a well-ventilated, candle lit or UL approved, electric
wax potpourri pot or lit and placed in a bowl of water to add a little
romance.
If used as a Tart:
* Place Tarts in the top of a dry potpourri burner (candle lit or UL approved electric wax potpourri pot) and DO NOT add water
*
Light an unscented Tart or tea light (never use scented tea lights) for
a controlled low flame made especially for potpourri burners
* Once melted, the wax tart will release its wonderful fragrance
* To change fragrance, extinguish the unscented tart or tea light flame and allow the melted Tarts wax to harden
* Gently tap the sides of the burner and in most cases the wax will pop out
* Discard the melted wax potpourri or store in a plastic bag for reuse
* If using an electric potpourri pot, we recommend that you use one that is UL listed for safety assurance
If used as a Floater:
*
They are also wicked so they can turn any meal into a romantic dinner
just by lighting and putting in bowl or glass of water making it a
floating candle
IMPORTANT SUMMARY:
WARNING: ANY BURNING CANDLE IS AN OPEN FLAME!
* Place unit on a level, heat and flame resistant, surface away from drafty areas, other heat sources, and flammable objects.
*
When desired fragrance level is achieved in the room, extinguish flame
and allow candle to cool. Candle jar will become hot while in use - DO NOT TOUCH WHILE IN USE!
* Allow candle jar to cool completely before touching or moving
* Never leave burning candle unattended. Keep face and hair away from candle while lit
* Keep away from children and pets.
If used incorrectly, all candle products are potentially dangerous. Only use in accordance with instructions provided.
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