WELCOME TO THE WINDY HILL CANDLE FACTORY, HOME OF CANDYLAND!
Our contact information
By standard mail:
WINDY HILL CANDLE FACTORY
5201 RTE 79
PORT CRANE NY 13833
WHEN YOU PLACE AN ORDER YOU ARE ACCEPTING AND AGREEING TO ALL OUR POLICIES POSTED HERE AND IN THE SHIPPING AND RETURNS SECTIONS
IF YOU DO NOT AGREE HIT THE CANCEL BUTTON NOT THE PLACE ORDER BUTTON DURING CHECK OUT
$50 MINIMUM ORDER
CLICK ON SHIPPING BUTTON AT LOWER LEFT COLUMN
CUSTOM MADE ITEMS MAY NOT BE RETURNED FOR ANY REASON. RETURNS ON THESE ITEMS SHALL NOT BE REFUNDED AND WILL BE RETURNED TO BUYER AT THEIR EXPENSE
subsitutions - WE WILL SUB A SIMILAR ITEM IF SOLD OUT OF YOUR SELECTION. PUT 'NO SUBS' IN THE COMMENTS SECTION IF YOU DO NOT WANT US TO DO THIS.
WARNING - NEVER REFUSE ANY ORDER FOR ANY REASON AS YOU WILL BE CHARGED SHIPPING BOTH WAYS (SEE BELOW)*
DELIVERY - IT IS IMPORTANT THAT YOU BE HOME TO ACCEPT THE UPS DELIVERY. IF UPS LEAVES THE PACKAGE OUTSIDE, WE ARE NOT RESPONSIBLE IF IT IS STOLEN OR DAMAGED BY HEAT OR COLD. IF YOU WORK ALL DAY, YOU CAN USE THE 'SHIP TO' OPTION AND HAVE IT SENT TO YOUR WORK PLACE. IF UPS ATTEMPTS DELIVERY AND DOES NOT LEAVE IT, YOU ARE REQUIRED TO PICK IT UP AT THEIR LOCATION. IF YOU DO NOT, IT WILL BE RETURNED TO US AND YOUR REFUND WILL BE LESS SHIPPING BOTH WAYS.
YOU WILL HAVE A CHOICE OF FREE SHIPPING, UPS GROUND, 3 DAY EXPRESS OR AIR SHIPPING ON ALL ORDERS.
Ground Shipping is free on all orders but is limited to normal delivery charges. Areas like Utah and other remote areas have very high shipping rates, Should the rates be excessive on your order (which is rare) we will contact you. We will check both UPS & USPS for the best rates and will select the carrier we feel is best for your area.
Expedited shipping options are available during check out at additional cost. Do not select free shipping if you need it by a certain date as we cannot guarantee arrival dates on free shipping. Your adding 'need by' to an order does not mean anything nor does it bind us if you select free shipping. If you select a UPS shipping option and it does not arrive by the UPS guaranteed date (visit ups.com to see time in transit), the extra shipping will be refunded. NOTE - ship date is usually the NEXT business day after you place your order, NOT your order date.
Do not refuse a late package as you will then have shipping both ways deducted from your refund.
Refund, Returns and Cancelation Policies:
ORDERS CANNOT BE CANCELED OR CHANGED ONCE PLACED
YOU HAVE 30 DAYS FROM RECEIPT OF ORDER TO RETURN TO US.
IF YOUR ORDER RECEIVED FREE SHIPPING AND YOU RETURN IT FOR ANY REASON, REFUSE IT FOR ANY REASON OR DO NOT PICK IT UP AT UPS IF REQUIRED BY UPS, YOUR REFUND WILL BE LESS THE POSTED SHIPPING AND RETURN SHIPPING IS AT YOUR EXPENSE.
ANY ITEM LISTED IN THE CLOSE OUT SECTION CANNOT BE RETURNED NOR CAN ANY OPENED CANDY DUE TO HEALTH REGULATIONS. ANY UNAUTHORIZED RETURNS IF SELLABLE, WILL BE CHARGED A 50% RESTOCKING AND A 15% RELISTING FEE - NO EXCEPTIONS!
WE DO NOT ISSUE CREDIT FOR BROKEN OR MELTED CANDY AND IT MAY NOT BE RETURNED
ALL ITEMS RETURNED MUST BE VIA UPS AND INSURED AS WE DO NOT CREDIT FOR ANY MERCHANDISE DAMAGED UPON OUR RECEIPT. IN THIS CASE, NO CREDIT WILL BE ISSUED AND YOU MUST FILE A CLAIM WITH UPS.
NOTE: If you live in a HOT state and the weather is over 90 degrees, you should request 3 day select service to avoid heat damage to your candles. Heat related damage is not covered by UPS insurance and is NOT our responsibility.
NEVER ORDER CANDY IN HOT WEATHER AS WE DO NOT CREDIT OR ACCEPT RETURNS ON MELTED OR BROKEN CANDY. IF YOU ORDER, WE WILL SHIP BUT YOU ACCEPT ALL RESPONSIBILITY
BY PLACING AN ORDER WITH US, YOU ARE ACCEPTING THESE TERMS OF SALE
Frequently Asked Questions:
ORDERS CANNOT BE CHANGED OR CANCELED ONCE PLACED.
WE DO NOT SHIP OUTSIDE THE USA
WE DO NOT OFFER CATALOGS
WE DO NOT ACCEPT PHONE ORDERS
WE DO NOT ACCEPT MAIL ORDERS