Shipping Policy
ORDER PROCESSING
Twylight Essence candles are hand-poured, fresh to order. Orders are usually processed within 3-5 business days from the time the order is placed. The order ship date does not count as a day in transit. Please note: FedEx and USPS transit times are not a reflection of our production time.
Due to the high volume of orders during the fall/ holiday/winter season, you may experience extended processing times up to 7-10 business days.
If your order qualifies for free shipping, it will be sent via FedEx or USPS Priority Mail.
SHIPPING RATES & FREE SHIPPING
FedEx and USPS Priority Shipping Rates are based on the number of items you order. Unfortunately, we do not ship FedEx or USPS Parcel Ground due to issues with lost packages, and they are not insured.
With a minimum purchase of $75 or more at TwylightEssence.com, shipping is no cost to you within the United States. Your order will be shipped via FedEx or USPS Priority Mail
Once your order is ready for shipment, you will receive a tracking number and notification.
Once your order is prepared for shipping Twylight Essence will provide you with a tracking number via email when your order has been shipped.
DAMAGED ITEMS
We package your purchases extremely carefully with multiple layers of protection. Sometimes however, the transit is rough. Since our packages are sent via FedEx and USPS Priority Mail, they are insured. We will file a claim with USPS to get reimbursed for the shipping and damages. While we are not responsible for USPS handling of packages, we will work with you to remedy the situation and replace your damaged items. Please email us at support@twylightessence.com within 3 business days of receiving your order with a photo, your order number, and we’ll take care of you.
WRONG ADDRESS
If you've provided the wrong ship to address, it's possible that you can submit a request to intercept a package via USPS.
Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address BEFORE your package is ready to ship but it can difficult to intercept a package that is already in transit. You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS as not deliverable / return to sender.
Use the link below to see if your package is eligible for an interception.
LOST OR STOLEN PACKAGES
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. While we are not liable for incorrectly entered shipping information or packages stolen or missing from an unreliable or unsafe shipping address, if you realize that a shipping address was incorrectly entered BEFORE ship your package, we will gladly make the change in our system for you.
After placing your order, you will receive multiple messages throughout the fulfillment process to make sure you're aware your package is on the way. Once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control.
Please Note: At this time, we are unable to replace missing or stolen packages.
Please be aware that we are not responsible for packages that have been marked as delivered but are missing or could have been stolen. Please reach out directly to the courier for missing packages.