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 SECTION
IF YOU DO NOT AGREE HIT THE CANCEL BUTTON NOT THE PLACE ORDER BUTTON DURING CHECK OUT
$30 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.
IF SHIPPING DOES NOT CALCULATE DURING CHECK OUT, WE WILL ADD IT TO YOUR ORDER WHEN WE CHARGE YOUR CARD. IF YOU NEED TO KNOW THE AMOUNT BEFORE WE PROCESS YOUR ORDER SIMPLY PUT "CONFIRM SHIPPING" IN THE COMMENTS SECTION DURING CHECK OUT. NOTE: THIS WILL DELAY YOUR ORDER SEVERAL DAYS.
IF YOU THINK SHIPPING IS INCORRECT, FOLLOW THE SAME PROCEDURE.
YOU WILL HAVE A CHOICE OF UPS GROUND, 3 DAY EXPRESS OR AIR SHIPPING ON ALL ORDERS.
IF YOU TELL US "MUST ARRIVE BY" OR "NEEDED BY" AND ORDER GROUND SHIPPING, WE WILL CHANGE THE SHIPPING TO AT LEAST 3 DAY EXPRESS AS GROUND SHIPPING ARRIVAL DATES ARE NOT GUARANTEED. THIS WILL AT LEAST DOUBLE THE POSTED ONLINE SHIPPING
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.
*SHIPPING IS NEVER REFUNDED. 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 UNAUTORIZED 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 RETURNS ARE SUBJECT TO A 15% RESTOCKING FEE
($5 MINIMUM , $50 MAXIMUM) THIS FEE IS WAIVED FOR EXCHANGES.
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.
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
BY PLACING AN ORDER WITH US, YOU ARE ACCEPTING THESE TERMS OF SALE
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 responsiblity.
WRONG ADDRESS - should you give us an incorrect or incomplete address, UPS will try to find you and correct the error. There is a $12.00 fee (PER BOX) for this which will be billed to your card. If the order is returned because of this, we will credit your card back for the merchandise less shipping both ways.
Please note: It is your responsibilty to contact UPS if they attempt delivery and you are not home to accept. UPS will leave a note with their number and will redeliver the next day. If again, you are not home and do not call, they will return the order as 'undeliverable'. Should this happen, we will credit your card back for the merchandise only as we have paid the shipping to UPS and it is non refundable. Having the order sent to your work or a relative is a good idea if you are usually not home during the day. UPS will not leave the package if you are not home unless you have previously authorized them to do so.