Frequently Asked Questions
Where are you located?
Denver, CO
How do I care for my candle?
We're glad you asked! Here are some helpful tips:
The first time you burn your new candle, (and on each subsequent burn) make sure to allow the wax to melt all the way to the edges to prevent tunneling. This usually takes 3-4 hours for small/medium candles, and 4-6 hours for larger candles.
After the initial burn, avoid burning your candle for longer than 4 hours. This can cause uneven burning or overheating. For candles 5oz or less, stick to 2 hours max.
Always burn your candle on a surface that is heat resistant. Keep it away from drafts, flammable material, etc.
Trim wick to about ¼ inch before burning.
Store your candle in a cool, dark place. Keep out of direct sunlight. This helps preserve the scent and prevent wax discoloration.
Store the candle with the lid on if possible, to keep dust and debris out.
Do you offer candle refills?
Yes we do! Please reach out via email with the subject line "CANDLE REFILL" and we'll be able to provide you with options for shipping or pickup (Denver area only), and pricing. info@rootandwickcandleco.com
Do you offer wholesale?
Yes! We are so excited to work with you. Please contact us for our wholesale options and pricing.
Do you accept returns or exchanges?
We do not offer refunds. However, if your item arrives damaged (glass is broken) we would like to send a replacement. Our goal is for everyone to be satisfied with their purchase and if this isn't the case, let us know and we'll do our best to work with you to make it right. info@rootandwickcandleco.com
What if my order arrives damaged?
If your candle arrives damaged (broken glass) please send us the following within a week of your package's arrival:
1. A clear photo of the damaged item (up close).
2. A clear photo of the box, showing all packing materials used to protect the item.
3. A clear photo of your shipping label for the damaged order.
Please send this email to info@rootandwickcandleco.com as soon as possible after receiving your item(s). Please include the words "DAMAGED PRODUCT" in the subject line.
Please do not DM us on Instagram - those messages can easily get lost.
How long does it typically take for an email reply once I've reached out?
Thank you for contacting us! We will do our best to get back to you as soon as we can. If you don't hear back from us within 2 business days, please check that the email was sent to the right address: info@rootandwickcandleco.com. Feel free to also utilize our contact form to send a message.