General Company Policies
Candle Cocoon Candle Making Supplies warehouse is located in New Glarus. Candle Cocoon’s shipping location resides in Madison, Wisconsin. Candle Cocoon’s main focus is on its fragrance oils and dye lines. We offer the most concentrated and full-bodied fragrances available. We have also created our own line of Flutter Dyes, which are of superb quality. And while fragrance and dyes are our main concern we do offer a limited supply of waxes, wick, containers and other accessories. We carry only the most unique or top quality items. All products are personally tested to guarantee that our product lines represent quality and value and since this takes time we do not have massive numbers of products. This means that the items that we carry are very well known to us for their value and quality. We know what we have!
All questions, comments and suggestions are welcome at Candle Cocoon Candle Making Supplies. Please feel free to contact us at any of the following.
Office hours: 10:00 a.m. to 2:00 p.m. Monday – Friday. Order processing and filling candle supply orders occurs from 9:00am-5:00p.m Monday-Friday; or as needed.
You can call us at (608) 233-9290. Please leave a message if we are not available and we will return your call.
Email: email@example.com this is the best way to get in touch with us.
Mail us at:
Candle Cocoon, llc
1915 Monroe St
Madison, WI 53711
Our Scope of Responsibility
Candle Cocoon, llc and Candle Cocoon Candle Making Supplies are not responsible for your creations or secondary usages. You are responsible for full testing of products to guarantee the safety and compatibility of products. Candle Cocoon, llc passes along basic information from our manufacturers for our supplies and does not generate safety information.
Common Questions About Orders
Do You Have A Minimum Order Requirement?
There is a $10.00 minimum order. With the cost of shipping and credit card transactions increasing and people ordering smaller amounts we have actually been working for free on quite a few orders, or even at a loss! As such, for orders under $10.00 there will be a $5.00 small order fee, but we would appreciate if you were thinking about adding a few more items, and you would save on additional shipping costs too!
Keep in mind that while we understand that sometimes you may only need 2 wicks ($.40 total), it can cost cost us to fill your order. For instance, take the example from above. If you consider our cost to be at least half the product cost is $.20. Then there is about a 2.0% + $.25 transaction fee. Not to mention that it takes about 20 minutes to enter the information, process and package even the smallest orders. And if our average pay is $10 per hour then this order actually COST us $3.39 to fill!
Total for order $7.35 (Priority shipping $6.95 + $.40 cost of product)- (Cost of labor $10/3=$3.33)-(Cost of product $.40/2=$.20)-(Cost of shipping $6.95)-(Cost of transaction $7.35*.002+$.25 = $.26) = $3.39.
Do I Need A Tax Exempt Number?
Candle Cocoon Supplies does not require a tax ID# or business license unless you are in the state of Wisconsin. The prices listed on our product pages are wholesale. We offer price breaks on larger quantities. If even
larger quantities, or special order items are need, please contact us and we will be happy to help supply you with a price quote.
Will You Special Order A Product For Me?
Candle Cocoon will use its discretion on a per case basis. We are always looking for top quality merchandise to add to our line. Let us know what you are thinking about and we may be able to help.
How Can I Order?
The best way to place orders is using the secure shopping cart payment page. All payments are transferred through a secure server. You will always see “https” in the address bar that means the page is secure. You can also email orders to: firstname.lastname@example.org. Be sure to include your daytime phone number, billing address, shipping address and full name. We will contact you for your payment information. To order by phone please call (608) 233-9290. Our phones are most often answered between the hours of 2:00pm – 6pm Monday-Friday Central Standard Time.
What Payment Methods Do You Accept?
Methods of payment include MasterCard and Visa, Personal Check, Money Order or PayPal (under certain conditions-please contact us for more details). If approved to use PayPal the shipping address registered with PayPal must match your shipping address. No exceptions. You can mail a check by first ordering online and select payment method "check by mail". We will get back to you with exact charges. When you receive your total mail payment with order form to:
Candle Cocoon, llc
1915 Monroe St
Madison WI 53711
Orders will be shipped when checks clear the bank. This may take up to 10 days.
What Shipping Services Do You Offer?
We offer USPS First Class, Priority and Express or UPS Ground, 3-Day Select, 2nd Day Air and Next Day Air. You can choose the method that you prefer or you can tell us “cheapest shipping” in the order notes area. Shipping prices given at time of order are an estimate and will be manually adjusted to correct amount. If you must know the exact total before shipping please indicate so on your order.
UPS requires a street address, and will not deliver to a PO Box. UPS includes insurance coverage of up to $100 per box.
USPS Insurance is not included and must be requested. By choosing USPS and not asking for insurance you take responsibility for your package as soon as it leaves our doors.
What Is The Billing Address And Why Is It Important?
The billing address is the physical street address or P.O box that the credit card is registered. The invoice arrives there. Please enter the correct billing address. Mistakes can cost us 1.5% of the total bill. These charges may be charged to you.
I Miss-Typed My Shipping Address, Now What?
Please e-mail or call us immediately. If we have not shipped your item we can correct the address. Otherwise, if it has shipped UPS may be able to deliver it but they will charge a minimum $6.00 “address correction” fee. If this should happen, Candle Cocoon Supplies will charge the credit card that you used for your original order the additional amount. USPS may be able to find your correct address or they may return the package. The postage may or may not be able to be re-used and your credit card will be charged accordingly.
How Long Does Order Processing Take?
Order processing is the time that it takes from the moment that your order is received, to the time it is entered into our records and then packed. Candle Cocoon prides itself on expedient order processing! If we receive everything from you that is needed to process the order it can generally go out within one business day or even same day. If there are questions with your order it will take longer to process. It will also take us longer to process candle supply orders in the busy season between August and January. You will be sent a tracking number with UPS so that you can view your packages progress online. Longer processing times will also occur at various times due to travel. There should be announcements on the website when this occurs. When your package ships you will get a personal notification that includes your total, UPS tracking number (if applicable) and possibly some helpful tips and hints about certain products.
How Long Does Shipping Take?
Time in transit is dependent on the carrier chosen, level of service and delivery area. If you are concerned about time please contact us and we can help you with a time estimate. But please remember that Candle Cocoon Candle Making Supplies is not the carrier. We do our best to get your package on the way as quickly as possible but ultimately it is the carrier that will transport and deliver your package. If you chose an expedited shipping service such as 3 day select you must understand the number of days does not include the day the order is sent. And only business days are counted. Weekends and Holidays are absent from shipping calculations. If you need items by a specific date please let us know in the "Special Instructions" section of the order. If we have questions we will call you.
What Happens If An Item Is Out Of Stock?
In the rare event that an item is out of stock we will contact you to see what you would like to delete the item, hold the order until the out of stock item arrives or ship the two parts of the order separately. Candle Cocoon Candle Making Supplies does not pay for back orders.
What Will You Do If My Package Does Not Arrive By The Scheduled Delivery Date?
Candle Cocoon Candle Making Supplies is not responsible for a package once it leaves our door. However, if your package does not arrive by the indicated delivery time contact us and we will help you look into matters. If your package is considered "lost" by UPS, Candle Cocoon Candle Supplies will reship your order to you and no extra charge. Candle Cocoon, llc will file with UPS but we may need a statement from you as well. If your package contains any broken items please contact us immediately. We will replace all broken items and file the claim with UPS. Broken items and packaging should be kept for a minimum of 10 business days. It is UPS’s discretion as to weather or not they will require the items for inspection.
What Is Your Return Policy?
Candle Cocoon Candle Making Supplies does not accept returns or refunds unless the product was defective or incorrect. We offer small amounts of everything that can be used in evaluation. In order to receive a replacement or refund for defective, broken, damaged or incorrect product you must do the following:
-Contact Candle Cocoon, llc immediately! email@example.com or (608) 233-9290
-Candle Cocoon Candle Making Supplies will determine if the product should be returned or disposed. Products that are to be returned must be received within 30 days of order date. If the refund is due to a shipping problem items may need to be sent to UPS. A refund will not be given on items returned without prior authorization.
-If Candle Cocoon was at fault for shipping of incorrect goods then Candle Cocoon Candle Making Supplies will compensate by either deducting partial shipping costs if a refund is to be given or ship out a replacement free of charge. If a product needs to be returned to Candle Cocoon due to Candle Cocoon’s error then shipping costs will be reimbursed. Please note that if goods must be returned, safe packaging is required. Broken or damaged items will not be accepted and/or refunded. UPS may need to be contacted and all packaging must be kept until otherwise notified.
*NO EXCEPTIONS *NO EXCEPTIONS *NO EXCEPTIONS *NO EXCEPTIONS
Absolutely no returns or refunds on any product except for the reason stated above. This includes but is not limited to-fragrance, wax, wick, dye and molds. We have made these products available in sample sizes, so you can try a small amount to ensure you will be satisfied with this product before ordering larger sizes. Candle Cocoon Supplies will not be responsible if you choose not to order samples first. This policy is for your benefit and protection. We can only ensure that the highest level of care is given under our direct supervision. You can be fully assured that the products you buy from us have not been contaminated or mistreated.
Ordering Trouble Or Concerns?
If for any reason you think your order may be incorrect or did not go through, call us (608) 233-9290 or e-mail for faster service firstname.lastname@example.org.