FAQ - Frequently Asked Questions

Shipping

When will I receive my order?

We do our best to ship all domestic, non-custom orders via USPS or UPS within 1-3 business days* of ordering, however during the holidays, our lead times may extend to 2-4 business days*. We appreciate your support of our small business during this busy time.

Orders placed by December 14th will ship via USPS Ground Advantage by December 15th or USPS Priority by Dececmber 18th for anticpated arrival prior to Christmas. Please note, no delivery is guaranteed except for USPS Overnight. This expedited shipping option is provided at checkout.

We are not responsible for incorrect or incomplete mailing addresses. Parcels that are not picked up by the recipient at either the post office or in lockers within the length of time agreed upon by the operator are not the responsibility of Scripted Fragrance. 

If you have a question or concern, we're happy to help! Please contact us

*Create Your Own Gift Sets are custom, hand-poured to order and may have extended lead times up to 5 business days. If your order includes standard items as well, all items in your order will be subject to extended lead times.  

If you need a gift as soon as possible, we recommend our gift cards which are emailed directly to the recipient upon purchase.

Where do you ship?

We ship our candles to anywhere in the United States.

Regretfully, we do not offer international shipping at this time.

Do you offer expedited processing and shipping?

Expedited shipping options are provided at checkout. We are not able to expedite processing at this time.

How can I change my shipping address?

If an incorrect shipping address is provided at checkout, please contact us within 1 hour of placing the order. Once notified, we will be able to advise if the address can be changed, or if and order must be cancelled. Shipping addresses can not be changed once a shipping label has been generated.

Additional postage required for orders that are 'Returned to Sender" due to inaccurate information provided at checkout are the responsibility of the buyer. If a buyer opts to return the order, the refund will be less any shipping costs associated with the incorrect address. 

How can I track my order?

Please refer to your shipping confirmation email for tracking information. Note, it may take a few business days for packages to show tracking information.

Order shipped via the United States Postal Service (USPS) can be tracked at USPS.com. Orders shipped via United Postal Service (UPS) can be tracked at UPS.com. We highly recommend signing up for tracking alerts directly from the carrier to ensure the most up to date information.

Can you help me located a package that is shown as delivered but I can't find it?

The first step is to confirm delivery via the shipping company directly. Sometimes tracking via ScriptedFragrance.com is not the most up to do date.

Orders shipped via the United States Postal Service (USPS) can be tracked at USPS.com. Orders shipped via United Postal Service (UPS) can be tracked at UPS.com. We highly recommend signing up for tracking alerts for the most update to date tracking information directly from the shipping provider.

In the event you can't find a package that has been indicated as delivered, we recommend checking with neighbors and your local postmaster by leaving a note in your mailbox inquiring about the location of your package. We find this resolves most concerns when this is done within 48 hours of delivery.

If a package is shown as delivered, ‘Missing Mail’ claims can only be filed with USPS after 14 days of a confirmed delivery.

‘Missing Mail’ claims can be filed by Scripted Fragrance or the buyer. At Scripted Fragrance, we’re privy to the same information that is shown by USPS.com and UPS.com once a package is in their possession. While we are happy to assist with filing a claim, please understand we do not send replacement candles for orders that are in ‘transit’ or shown as ‘delivered’.

Stolen packages are a serious and rare occurrence. If you believe your package has been stolen, a police report must be filed by the buyer to facilitate a claim with either USPS or UPS.

Why does tracking show my candle is going in the wrong direction?

Regretfully, sometimes tracking on packages shows delays and it’s headed in the wrong direction. At Scripted Fragrance, we’re privy to the same information that is shown by USPS.com and UPS.com once a package is in their possession. It’s not uncommon for packages to have extended transit times and take ‘detours’ during the busy holidays season.

We appreciate your patience and understanding as we’re at the mercy of our shippers just like you as a small business.

Please understand, we do not send replacement candles for orders that are in ‘transit’ or shown as ‘delivered’.

Returns & exchanges

How do I return or exchange my order?

You may return or exchange your unused products* in new condition for a full refund of your purchase price, less shipping and handling within 5 days of delivery. The customer is responsible for paying return shipping charges. Please contact us for more information.

Prior to shipping, all our products are carefully inspected. In the rare event of damage during shipment, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to us within 5 days of delivery.

*Create Your Own Gift sets are final sale.

What if my item arrives damaged?

Prior to shipping, all our products are carefully inspected. In the rare event of damage during shipment, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to us within 5 days of delivery.

How do I contact customer service?

Candle details

Where are your candles made?

We design, hand pour, and package all of our soy candles at our studio Warwick, New York, located in the lower Hudson Valley. We take great pride in creating a 100% soy candle experience for your home and to share with friends.

Our candles are made with premium fragrance and essential oils.

They are vegan, cruelty-free, dye-free, additive-free, preservative-free, petroleum-free, and phthalate-free.

Are your candles 100% soy?

Yes. Our candles are 100% soy wax made from U.S. grown soy beans in Kentucky. 

What ingredients do you use in your candles?

Hand-poured, our candles are 100% soy wax made from U.S. grown soy beans in Kentucky. 

Unlike many manufacturers, we do not use paraffin wax which is made from petroleum. As a fossil fuel it is not a sustainable or renewable energy source. Many believe that burning paraffin candles can emit potentially harmful toxins into the air. At Scripted Fragrance, we're proud to make our candles with 100% natural soy wax. 

Most candles that say "soy wax blend" on the label contain paraffin wax. Paraffin wax is often a less expensive raw material, easier to ship overseas, and can be loaded with over the top fragrance that may cause discomfort for some.

Our one-of-a-kind candles are designed to fill a small room with fragrance and have a lighter scent in larger spaces. If an intense fragrance experience is what you aspire to have with your purchase, you may want to consider paraffin wax candle.

Taking care of your candle is important to ensure maximum fragrance throw and burn time. More can be read about Candle Care here.

All of our candles meet the U.S. standard requiring a lead-free cotton and hemp wicks. We use premium fragrance and essential oils. Our candles are vegan, cruelty-free, dye-free, additive-free, preservative-free, petroleum-free, and phthalate-free. We also use food grade glassware to make our Reusable Rocks Glass Candles.

Can you personalize my candle?

At this time, we are not able to offer one off customization of labels or prints on our glassware.

We offer custom candles for wholesale accounts and wedding/ special events who meet a MOQ starting at 96 pieces.

For more information, please visit our wholesale & weddings/ special events pages.

My dog breed or city is missing, can you make me a candle?

Regretfully, we are not able to create custom candles or offer personalization at this time. We add candles to our collections often and invite you to check back regularly for new products.

Can you make me a custom candle?

We offer custom candles for wholesale accounts and wedding/ special events who meet a MOQ starting at 96 pieces.

For more information, please visit our wholesale & weddings/ special events pages.

Do you offer bulk order pricing?

We're pleased to offer reduced pricing on bulk orders over 32+ items for our customers. Please contact us for details. 

If you're interested in learning more about becoming a stockist, please visit our wholesale application page

How do I know what a paritcular candle smells like?

Each candle has unique fragrance notes that are listed within the details of the product listing online. Candle fragrance notes are not listed on our packaging.

Our Reusable Rocks Glass candles come in a beautiful, eco-friendly gift box. 

The candle I want is sold out. When will you restock?

If the candle you are looking for is out of stock, we recommending to sign up for our ‘Out of Stock’ notifications found on each product page or ScritpedFragrance.com. 

In-person shopping

I live close to your studio in Warwick, New York. Can I pick up my order in person?

Yes! Please check back for more details on our Holiday 2023 local pick up coming soon.

Can I shop IRL at your studio?

Yes! We have a retail showroom that is open during select hours.

Gifts

Do you offer gift cards?

Yes, Scripted Fragrance gift cards are available.

Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. 

Can I add a gift message to my order?

A gift message can be added to any order. Simply type your message in the 'Cart" upon checkout. Please note, gift messages are limited to 140 characters. The gift message will be included on the packing slip included with the order. No prices are ever printed on our packing slips. Gift messages also do not appear on the confirmation email. If you want to confirm we've received your gift message please contact us

While the billing address is included to the recipient, we highly recommend signing your name to gift messages to ensure it's clear as possible who sent your beautiful gift. 

Need to update your gift message? Contact us within 1 hour of order conformation with your order number and we will do our best to accommodate. Please note, once an order has shipped, no changes can be made. 

I don't want prices to be on my packing slip, can you remove them?

All shipments include a packing slip that do not include pricing information.

Can I add gift wrap to my order?

Yes, gift wrap is available for all candles. Details & pricing are available on each product page.

Payments & promotions

What form of payments do you accept?

For payment, we offer the following express pay and credit cards options:

  • ShopPay
  • Visa
  • Mastercard
  • Discover
  • Amex
  • Elo
  • Debit Cards
  • JBC
  • Diners Club

Do your candles go on sale?

From time to time, we offer promotions on products and shipping as a way to thank our customers.

The easiest way to get 15% off your first order with us, is to sign up for our newsletter on our homepage! A unique, one-time promo code will be sent directly to you via email. 

Please note, discounts codes are not "stackable". Only one promotion per order is permitted.

I provided the incorrect billing address, can you update this?

Under no circumstance can we update billing information. If an error has been made and you would like the billing address to be changed, you must contact us for your order to be cancelled and it will need to be placed again.

What are your current promotions?

We have 2 promotions currently. We encourage you to choose the promo that's best for you. Please note, promotion codes may not be combined or 'stacked'.

  • Enjoy FREE SHIPPING on all orders over $99. A promo code is applied automatically.
  • Sign up for our emails to enjoy 15% off your first order.

All offers are exclusive to scriptedfragrance.com. When applicable, while quantities last; no rain checks are available. Not valid on prior purchases, gift cards, taxes, and shipping. Promotions have no cash value.

Candle Safety & Care

How do I burn my candle?

Candles should NEVER be left unattended. Burn on a flat, heat resistant surface away from drapes and other flammable materials. Keep away from children and pets and do not touch the hot wax. Please use caution as Scripted Fragrance will not be held responsible for user misuse and negligence.

We recommend a burn time of 2-3 hours to prevent the glass from overheating or wax from “tunneling.” Wax has a memory, please be sure to allow the wax to melt to the edge each time you light. Limit the burning time to prevent overheating the glass.

Do not burn your candle all the way down to the glass. We recommend discontinuing burning when ¼ inch of wax remains.

To preserve the quality of your candle and extend its burn time, we recommend our Gold Candle Accessories Set which includes a wick trimmer & snuffer. 

Do I need to trim the wick of my candle?

Yes. We recommend keeping wick at ¼ inch. Flames can get out-of-control if the wick is left untrimmed, which leads to flickering, smoke and soot. A wick trimmer is the best way to trim the wick.

To preserve the quality of your candle and extend its burn time, we recommend our Gold Candle Accessories Set which includes a wick trimmer & snuffer. 

How do I clean my Reusable Rocks Glass Candle?

We recommend to discontinue burning when between ¼ inch of wax remains.

Step 1 - Scoop out the remaining wax with a spoon. Do not allow candle wax to go down a sink drain. 

Step 2 - Fill glass with 1/2" of hot water, not boiling, to loosen the wick. Wait for 2 minutes.

Step 3 - Use a spoon to pop the wick and wick sticker from the bottom glass using gentle pressure.

Step 4 - Dampen a paper towel with rubbing alcohol to remove any wax remnants.

Step 5 -Hand wash the glass with soap and warm water.

Please note, printed glassware is hand wash only.

Can a place my glass in the dishwasher?

To ensure the longevity of your glassware, we recommend hand washing only with warm water and a soft sponge.

Retailers & Wholesale

Can I buy your candles in retail stores?

Yes! We encourage you to visit our beloved stockists. To find a retailer in your area, please visit our retailer locator.

Do you sell your candles wholesale?

Yes. We love meeting new, amazing retailers who wish to stock our products. Please visit our wholesale page to inquire about becoming a stockist.

Do you offer private label candles?

We do not offer private label for our candles.

We offer custom candles for wholesale accounts and wedding/ special events who meet a MOQ starting at 96 pieces.

For more information, please visit our wholesale & weddings/ special events pages.

How do I create a custom candle?

We offer custom candles for wholesale accounts and wedding/ special events who meet a MOQ starting at 96 pieces.

For more information, please visit our wholesale & weddings/ special events pages.

Trademarks, Copyrights & Trade Dress

What trademarks do you own?

Scripted Fragrance has the exclusive rights to trademarks as outlined by the United States Patent and Trademark Office granted by ownership. Questions regarding trademarks may be submitted via certified mail only.

Is your work copywritten?

Scripted Fragrance and owners are the creators of the content on this website and on our products. Therefore, we have exclusive rights to the copy written on this website and on our products. Questions regarding copyrights may be submitted via certified mail only.

What is trade dress?

Trade dress refers to the visual appearance of our goods and protects other brands from copying or imitating design features that cause confusion in the marketplace for buyers. Since 2015, Scripted Fragrance has maintained strong trade dress features that distinguishes and identifies our brand from others in the marketplace.

Privacy notice

How do you use my information?

This privacy notice discloses the privacy practices for scriptedfragrance.com. This privacy notice applies solely to information collected by this website. It will notify you of the following:

  1. What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you.

We share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.

We partner with another party to provide specific services. When the user signs up for these services, we will share names, or other contact information that is necessary for the third party to provide these services. These parties are not allowed to use personally identifiable information except for the purpose of providing these services.

From time-to-time our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.

Cookies

We use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Some of our business partners may use cookies on our site (for example, advertisers). However, we have no access to or control over these cookies.

Your Access to and Control Over Information

You may opt-out of any future contacts from us at any time. You can do the following at any time by contacting us via the contact form on our website:

  • See what data we have about you if any.
  • Change/correct any data we have about you.
  • Have us delete any data we have about you.
  • Express any concern you have about our use of your data.

Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for "https" at the beginning of the address of the Web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

Please send us any questions or concerns regarding this policy please contact us.

Can't find an answer?

Contact our customer support through the contact page and our team will get back to you as soon as possible.

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