FAQ

Sydney Candle Co. FAQ & Policies

🕯️ Shipping Information

Where Do You Ship?
We ship to all 50 U.S. states. At this time, we do not offer international shipping. All orders are shipped via USPS.

How Much Is Shipping?
Shipping is free on orders over $100. Orders under $100 will incur a flat shipping fee of $8.49.

What If My Order Is Returned to Sender?
If your order is returned to us, we’ll issue a refund for the cost of the items only (shipping fees are non-refundable). We do not reship orders that are returned to sender.

🔒 Shipping Protection

What Is Shipping Protection?
Shipping Protection is an optional add-on at checkout that covers your order if it’s lost, stolen, or damaged during transit. It ensures a fast, hassle-free resolution if anything goes wrong between shipment and delivery.

How It Works
Add Shipping Protection at checkout. It’s a small percentage of your total and covers your entire shipment. Coverage applies for lost, damaged, or “delivered but not received” packages. If something happens, contact us within 3 business days of the delivery scan or expected delivery date. Include your order number and a brief description of the issue.

Reporting Windows
Lost Packages: If tracking shows no movement for 7 business days, you may file a claim. Contact us within 2 business days after that 7-day window.
Stolen Packages: Must be reported within 3 business days of the delivery scan.
Damaged Packages: Must be reported within 3 business days of delivery, with clear photos of damaged items, packaging, and the packing slip.
All claims must be filed within 3 business days of the delivery scan (or 2 business days after the 7-day “no movement” window for lost packages).

If You Believe Your Order Was Delivered Incorrectly or Never Arrived
If your package was delivered to the wrong address (not entered by you) or marked as “Delivered” but never arrived, you must contact us within 2 business days of the delivery scan. Before we can reship, we’ll conduct a search process which includes contacting your local Post Office for delivery confirmation, reviewing GPS scan data with USPS, verifying your address details, and checking with neighbors or nearby addresses. All steps in this process must be completed before a replacement is issued to ensure accuracy and prevent duplicate shipments.

What’s Covered
✅ Lost packages that never arrive
✅ Stolen packages marked “Delivered” but not received
✅ Damaged items caused by carrier mishandling

What’s Not Covered
❌ Incorrect addresses entered by the customer
❌ Packages still showing “In Transit” within normal timeframes
❌ Packages returned to sender due to non-pickup or refusal
❌ Orders that did not include Shipping Protection at checkout

Why We Recommend It
Once your package leaves our warehouse, it’s in the hands of the shipping carrier — and while rare, issues can occur. Shipping Protection gives you peace of mind and ensures we can resolve problems quickly and easily.

Need to File a Claim?
If you purchased Shipping Protection, contact us with your order number, a brief description of the issue, and photos if applicable. Our team will review your claim and guide you through the next steps.

🔥 Candle Care & Troubleshooting

What if My Wick Falls Into the Wax?
Our wicks are “high temperature” wicks that stand tall up to 3–5 hours of burn time. If burned longer without trimming, the wick may develop a large “head” and bend into the wax. Gently scrape about ¼–½ inch of wax around the wick to expose it again. Trim the wick to ¼ inch above the wax line. Save the removed wax to use in a wax melter. Relight your candle.

How Often Should I Trim My Wick?
Trim your wick every 3–5 hours of burn time to about ¼ inch before relighting. This prevents carbon buildup and helps avoid the wick falling into the wax.

🌿 Our Wax & Fragrance

Are Sydney Candles 100% Soy?
Yes. Our candles are made from 100% pure soy wax — never blended with paraffin or other additives. Soy wax is soft, clean-burning, biodegradable, and toxin-free.

Why Don’t You Offer Pillars or Tapers?
Pure soy wax has a low melting point and is too soft to hold shape on its own. Because we refuse to mix in harder waxes or additives, our candles are offered exclusively in jars.

What Does “Soy-Based” or “Soy Blend” Mean?
These terms indicate a mix of soy and another type of wax — meaning it’s not 100% soy. Our candles are pure soy, always.

Is the Wax Organic?
Our soy wax is free of GMOs and comes from the hull of soybeans, which doesn’t contain GMOs. While not certified organic, it’s completely natural and safe.

What Do You Use for Fragrance?
We use premium fragrance oils sourced from small U.S. businesses. These oils combine natural and synthetic ingredients to create our signature scents, all lab-tested and safe.

❤️ About Sydney Candle Co.

Why Do Your Candles Smell So Amazing?
We’re a family-owned company dedicated to creating candles that truly fill your space with fragrance. Every batch uses the exact same fragrance ratio for consistency and strength.

Why Are Soy Candles So Popular?
Soy candles burn cleaner, longer, and are eco-friendly. Paraffin contains multiple toxins, including toluene, a known carcinogen. Soy is the safer, better alternative.

Why Can’t I Smell My Candle After a Few Hours?
Our noses can become desensitized after prolonged exposure. Step outside for a few minutes. When you return, you’ll likely notice the scent again.

Are Sydney Candles Safe?
Yes. Our candles are made from natural soy wax with zero synthetic emulsifiers and premium ingredients. Follow burn instructions for the safest experience.

Are Sydney Candles Made in the USA?
Yes. Every candle is handcrafted in our facility in Cortland, Ohio.

💬 Refund & Return Policy

If you’d like to return your order, contact us via our Contact Page. A team member will respond within 1 business day (Mon–Fri, 10am–3pm) to assist with the process.

Refund Terms
Refunds are not accepted after 30 days of purchase. Refunds are processed within 7 business days after approval. Shipping costs are non-refundable.

Return Guidelines
Refunds for scent preference are accepted only if the product hasn’t been used. Sydney Candle Co. does not cover return shipping costs. If your candle “doesn’t smell,” it can be returned for testing (unused only).

Damaged Items
To qualify for a refund or replacement, you must provide photos of the damaged item(s), the exterior of the shipping box, and the packing slip. Without photos, we cannot process a replacement or refund.