Kayloma Candles Frequently Asked Questions

How long will it take to receive my order?
Kayloma candles, tarts, crumbies, bath & body products are hand-poured at time of order. We want our customers to receive a freshly poured Triple scented candles and products. We try and mail out ASAP if order is received before 10:00 AM.Will ship the next day if a it is a small order. After payment is received and personal checks have cleared (takes 10 working days), our orders usually ship 2-3 business days except for the holiday season. We are very busy filling orders during the Holiday season rush, so we allow at 7-8 business days. Depends on how large your order is. Sometimes our supplies are on backorder.

What is your Return Policy?
We offer a full guarantee on most of our products.If you are not satisfied with your items, please return in original box that your package came in. You pay for the shipping on all returns. Please make sure when you return an item that you pack it securely or a refund/exchange will not be issued. I would suggest insuring your retur to Kayloma. Kayloma is not responsible for lost or misdirected returns.

What if UPS or USPS delivers a damaged package?
Do not accept the package. Please contact us ASAP at kaylomacandles@aol.com or call us at 304-727-0770. If you accept the package, and your products are damaged, UPS will want to see the package and all contents. UPS will send an employee out to inspect the package. We will provide you with instructions which usually involves filing a claim with the carrier.

How much is shipping cost?
You have several shipping options. When you have finished shopping, your cart will give you the option to use UPS or USPS. This will be up to you.We charge only what UPS and USPS charges. Shipping cost will depend on where you live. If additional shipping charges will be applied we will notify you prior to shipping the package. A 20% restocking fee will apply for all orders that are not shipped after notification of additional shipping charges.

Do you ship internationally?
We ship to the United States and Canada.

What type of payment do you accept?
Currently we except Visa, MC, and Discover Cards.We do accept checks but the check has to clear the bank. This usually takes 10 days to process. We do accept Bank Debit Cards.We accept money orders. (make check or money to Kayloma Candles)There is a fee of $35.00 for NSF checks.

What if I don't like to order online?
That is OK, just give us a call at 304-727-0770 and we will take your order over the phone. Have your Name, Address, City & State, zip code ready.Also have your credit card information ready. We will also need your phone number, and e-mail address.

What is your privacy policy?
We give our customers 100% complete privacy.No personal information is collected about you in any way.Kayloma Candles will never give or sell your customer contact information.The information on the form when you place an order is used only for that purpose.This is a no spam website.

Do you charge sales tax?
Items shipped within WV are charged a 6% sales tax.All other states are not charged.

Candle Return
Please remember all sales over $25 are final/no refunds If any candle is defective in any way Kayloma will gladly exchange it for the exact same product. No changes/substitutions permitted. (Defective doesn't mean you don't like the fragrance that you choose. This also includes custom coloring if you do not supply a color swatch for matching.) Shipping will not be refunded. You, as the customer, are responsible for the cost of returning any products as well as packaging it safely & securely for the trip back to us. Only candles that have not been lit will be accepted for return. You will be refunded when our package returns back to us, so please make sure it is in the original packaging that you received from us.

Pricing and Content Disclaimer
Kayloma Candles.com web site may have some errors or inaccuracies. We do our best not to have this happen.We reserve the right to correct any errors and inaccuracy or change/update any information at anytime with advanced notice. Errors may affect product availability, price, and or descriptions.Kayloma would like to apologize for any inconvenience this may cause. We keep our web site updated often. Some browsers do not refresh with the new descriptions, prices, etc.