Customer Service


CUSTOMER SERVICE

ORDERING POLICY
You may place an order through our SECURE online shopping cart 24 hrs/7 days a week. You may also place an order by phone.

Our website is backed with a 256-bit encryption SSL certificate for your online shopping security. When you order from our store, you will see a padlock in your browser to confirm that your order is secure.

We accept Mastercard, Visa, American Express, Discover, and Paypal.

Personal checks, money orders, and cash are accepted for payment from some of our local Scranton, PA customers ONLY..These form of payments are not accepted for orders outside of this local area. For local Scranton customers only, If paying by check, there is a $35.00 return check fee that will be billed by Dixon Candle and Bath LLC for any check that is returned unpaid.

All orders must be prepaid before they are shipped/delivered. Once your order is placed, it CAN NOT be changed. Any additions to your previous order will be treated as a new order and will be shipped/ delivered separately with appropriate shipping charges added. Changing orders takes a great deal of extra time and can slow production and shipping of all other orders.

Pennsylvania State residents will be charged applicable sales tax on retail purchases and shipping at checkout (this may include some wholesale purchases, if applicable).
Merchandise prices and availability are subject to change without any prior notice.
We reserve the right to change or cancel our website without any prior notice.

SHIPPING POLICY
Currently, we ship to the continental USA, Hawaii and Alaska. Most orders will ship Ground services by way of UPS, FEDEX, or United States Post Office. We will use which ever method that is the most economical. Shipping rates are shown during the checkout process before the final confirmation.
If there is a shipping rate special going on, it may also be found on our home page. Shipping rate specials does not include delivery to areas outside of the continental USA (48 states), candle party orders, fundraisers, wholesale orders, or special occassion orders. They may be additonal charges for delivery to Hawaii and Alaska.

We do not deliver to P.O. Boxes and we do not ship COD. Please insure the accuracy of your shipping address. Any additional shipping charges incurred due to an incorrect address will be billed to the customer.

For a limited time only, we are offering Free shipping (hand delivery) to Scranton, PA addresses with a minimum $20.00 order (not including tax).

Most orders are shipped within a 1-3 business day time frame (excluding candle party, wholesale, fundraiser, or special occassion orders).

Shipping refunds may not be given for shipping delays caused by inclement weather, package refusal, or imcomplete/incorrect delivery addresses.
Shipping rates are subject to change without any prior notice.

RETURN POLICY
At Dixon Candle and Bath LLC, we stand behind our merchandise 100%.

All of our candles/bath/body products are handmade. Like all handmade products, no two items of the same product are going to be exactly alike. You may notice small differences between two items of the same product (probably from the same batch- especially candles and soaps)and this is the nature of handmade products. We try to insure the quality of every product through extensive testing. Customer satisfaction and quality products are what we are committed to.

For home fragrance products (ie, candles), If for some reason you are not satisfied within 7 days from receipt of purchase, we will glady exchange it (additional shipping charges will be charged) or issue a refund (not including shipping charges). This only applies to items returned unused and in the original packaging. Items that have been fully used, fully burned, or maliciously damaged will not be accepted for exchange or refund.

For bath and body products (ie soap, lip balm, etc), due to the nature of these products, we can not verify the enviroment in which they were exposed to once they leave our workshop. For health reasons, therefore, we will not accept any returns on these products. Refunds may only be given at our discretion in the instance explained below. If none of these options apply to you, and you are still unhappy with your bath and body purchase, please contact us within 7 days of receipt to express your concerns.

For all home fragrance products and bath/body products:
If you received the wrong product or believe it is defective, contact us immediately within 7 days from receipt of purchase. You will be instructed on how to return the product to us and if it is determined to be the incorrect product or is found to be defective, we will issue a refund or issue an exchange based on our findings (under this finding, no additional shipping charges will be billed or refunded, however, if a replacement product is sent out ,we would pay for any further shipping charges).

PLEASE BE ADVISED THAT ALL RETURNS AND EXCHANGES MUST HAVE PRIOR AUTHORIZATION FROM DIXON CANDLE AND BATH LLC. ANY PACKAGE THAT IS RETURNED TO US WITHOUT PRIOR AUTHORIZATION WILL BE REFUSED. WE RESERVE THE RIGHT TO REFUSE ANY RETURN/EXCHANGE THAT HAS NOT COMPLIED WITH OUR POLICY.

We reserve the right to change or modify our return/exchange/refund policy without any prior notice.

FOR ORDERS DAMAGED DURING SHIPPING
All orders are inspected and shipped from us in good condition. Please inspect your package immediately upon unpacking. If any items were damaged during shipping, please keep your original shipping box (es), packaging materials, and contact yuor shipping carrier immediately within 48 hours. Please notify us as well. If you experience any difficulty in resolving this issue, please let us know.

We value you as a customer and we want you to be satisfied with your shopping experience with us. If you have any further questions about our policies, feel free to contact us by...

 

or call us at 1-866-570-3838.