Shipping policy

Shipping

All orders placed through our website are fulfilled from our San Diego warehouse within 1-7 business days, excluding holidays.  A shipping confirmation email will be sent once your order is in transit.  If you do not receive a shipping confirmation within 2 weeks of placing your order, please contact us with your full name and order number at hello@jaxkellycandles.com.

 

The above processing times do not account for transit times.  Once your order has shipped, transit times range between 3-10 days depending on your location and the shipping class you purchased.  International shipping will extend transit times. Once the carrier picks up an order, we are no longer in control of transit times.

 

If your order has not been shipped, it’s still possible that we can modify your address.  You can confirm this by emailing us at hello@jaxkellycandles.com as soon as possible. If your order has already been shipped, then we can no longer make any address changes to your order.

Please note that if your order contains a wrong or incomplete address and gets returned to us by USPS, we charge a $10 fee to reship your package.

International shipping rates may not include fees, duties, or tariffs.  These costs are the customers responsibility.

Where is my package?

Due to higher than normally package volumes all carriers, including FedEx, USPS, and UPS, are experiencing package delays.

In rare cases packages may shows as delivered but have not arrived yet.  The most common reason for this is that the carrier has scanned your package as delivered but is still in transit.  This is outside of our control and is normally resolved within 3-5 days with the package being delivered without additional issue.  If you do not receive your package 3 days after it was marked as delivered, please reach out to us.

Please understand that we do not have additional information about the tracking of your order other than what has been provided by the carrier.

 

Returns and Refunds

We want you to love your purchase, but if you are not completely satisfied, we are here to help with returns under the following guidelines:

Items purchased at full price are eligible for a refund, provided the product is unused, in its original condition, and with all original packaging and tags attached. 

If your item arrives damaged or if something is missing from your order, please contact us at hello@jaxkellycandles.com within 7 days of receiving your package so we can resolve the issue promptly.

Any items purchased with a discount or promotion are not eligible for a refund. However, these items can be returned for store credit only.

Returns must be initiated within 10 days from the date you received your order.  To initiate a return, please contact our customer service team at hello@jaxkellycandles.com with your order number and reason for the return. 

Shipping charges are not eligible for refund.

We are unable to cover any return shipping fees.

Please note that items that have been used, altered, or are not in their original condition are not eligible for return. Items received that show signs of use, will be returned back to sender.

 

We strive for your satisfaction and are here to assist you with any questions or concerns.