The WINDY HILL CANDLE FACTORY will do everything in it's power to give you the highest quality candles! Please email all questions. We are an operating factory and as such cannot accept phone orders or questions over the phone. Emails are usually answered within 24 hours. NOTE: WE DO NOT OPEN ANY EMAILS WITH ATTACHMENTS! PLEASE REMOVE ANY BACKGROUNDS OR SIMILAR DECORATIONS AS THESE MAY CAUSE YOUR EMAIL TO BE AUTO-DELETED BY OUR SECURITY PROGRAM. Windy Hill Candle Factory 5201 Route 79 Port Crane NY 13833 E mail: WindyHillCandles@aol.com NOTE: We do not open ANY emails with attachments! WindyHillCandles@aol.com ORDERS WHERE SHIPPING IS NOT POSTED: This means you have an order that the UPS calculator cannot compute shipping. We will add shipping charges and sales tax (NY addresses only) to these orders. If you need to know these charges before we ship simply ask us to do so in the comments section during check out. Note: we will not process the order until we hear back from you (expect a delay of several days) ORDER STATUS: You will receive an email confirming receipt of your order. We normally ship all orders within 48 hours. (Not counting weekends or holidays) When we ship, you will receive another email notification. NOTE: If you give us instructions of "must arrive by...", we will charge you for the extra cost of express shipping. RETURN POLICY: Shipping charges cannot be refunded for any reason! ALL returns must be made via UPS. We will not accept any returns via the postal service due to their history of damage and poor insurance coverage. SHORTAGES AND DAMAGES MUST BE REPORTED WITHIN 48 HOURS OF DELIVERY, WE ACCEPT NO CLAIMS AFTER 48 HOURS. ALL OTHER MERCHANDISE THAT IS UNUSED AND IN IT'S ORIGIONAL BOX AND IN NEW CONDITION MAY BE RETURNED FOR STORE CREDIT IF RETURNED WITHIN 30 DAYS. YOU WILL RECEIVE A GIFT CERTIFICATE FOR THE AMOUNT PAID (LESS S/H) SHOULD YOU WISH A REFUND, WE WILL CREDIT A REFUND OF THE PURCHASE PRICE (LESS S/H) LESS A 15% RESTOCKING FEE. (MINIMUM RESTOCKING FEE IS $5.00) SHOULD WE NEED TO REPACKAGE THE ITEM DUE TO THE POOR CONDITION OF THE BOX WHEN IT RETURNS, THERE WILL BE A 15% REPACKING FEE DEDUCTED.(MINIMUM REPACKING FEE IS $5.00) NOTE: CASE GOODS CANDLES SUCH AS TEALIGHTS, VOTIVES, PILLARS AND TAPERS GENERALLY WILL NEED TO BE REPACKED IF RETURNED AND ARE SUBJECT TO THE REPACKING FEE. ANY MERCHANDISE RECEIVED IN DAMAGED OR IN USED CONDITION, WILL NOT BE CREDITED TO CUSTOMER. CLOSE OUTS AND CUSTOM MADE ITEMS CANNOT BE RETURNED OR EXCHANGED FOR ANY REASON. ANY UNAUTHORIZED RETURNS ON THESE ITEMS WILL BE CHARGE A 50% RETURN FEE IN ADDITION TO ABOVE FEES. Note: No returns after 30 days are allowed.* To protect ALL of our crafters, candlemaking supplies are not returnable so email any questions before ordering. CANCELED ORDERS: Orders canceled by customer after it has been packed will be subject to a 15% restocking charge ($5 Min.). SHIPPING: UPS only. (we never ship via the Post Office) PLEASE READ THE SHIPPING SECTION FOR ADDITIONAL INFORMATION. WRONG ADDRESS - should you give us an incorrect or incomplete address, UPS will try to find you and correct the error. There is a $7.00 fee for this(PER BOX) which will be billed to your card. If they cannot find you, the merchandise will be returned and you will have to pay the shipping again to receive your order. Orders refused at delivery or sent to wrong address by customer and returned by UPS- we will credit the merchandise back to your card less shipping both ways. If the shipping comes up zero it is because you have a large or heavy order that exceeds the calculators' ability. In such cases, we will add the shipping & handling charges to your order and enclose a copy of your final bill with your order. If you order a large number of a single item, the UPS calculator may overestimate shipping costs. We monitor every order and when this happens we will refund part of the shipping and enclose a copy with your order. See "shipping Information" for additional info. Damages: All damaged deliveries must be reported to us by phone or email within 48 hours of delivery. We ship UPS insured and we will file a claim for you. You must save the item and box and packing material for UPS to pick up. We will replace damaged merchandise at no cost to you, once claim is approved. Any claims not reported immediately will not be honored. WARNING: HOT WEATHER DAMAGES CANDLES AND IS NOT COVERED BY OUR INSURANCE. WE CANNOT ACCEPT RESPONSIBILTY FOR ANY DAMAGE CAUSED BY HEAT. IF YOU LIVE IN A HOT STATE AND THE WEATHER IS OVER 90 DEGREES,AND YOU CANNOT WAIT FOR COOLER WEATHER TO PLACE YOUR ORDER, YOU SHOULD REQUEST RUSH DELIVERY SERVICE. CUSTOMER ACCEPTS FULL RESPONSIBILITY FOR HEAT DAMAGE AND ANY OTHER ACT OF GOD. INTERNATIONAL ORDERS WE NOW ACCEPT INTERNATIONAL ORDERS. WE SHIP ONLY BY UPS. CUSTOMER IS RESPONSIBLE FOR ALL TAXES, DUTIES, TARIFFS ETC ON ALL ORDERS WE WILL PACK ALL IEMS VERY CAREFULLY FOR THEIR TRIP TO YOU BUT CANNOT ACCEPT ANY RESPONSIBLITY FOR ANY DAMAGE OR LOSS OF INTERNATIONAL ORDERS. WE WILL INSURE THE ITEMS FOR THEIR FULL VALUE. THE CUSTOMER MUST FILE ALL CLAIMS DIRECTLY WITH UPS TO GET RE IMBURSEMENT FOR ANY LOSS OR DAMAGE. BY PLACING AN ORDER WITH US, YOU ARE ACCEPTING THESE TERMS OF SALE PRICE QUOTES: WE DO NOT PROVIDE WRITTEN PRICE QUOTES, PHONE QUOTES OR EMAIL QUOTES. ALL PRICING IS LISTED ON THIS SITE. ADDITIONAL DISCOUNTS ARE LISTED IN THE WHOLESALE SECTION. WE OFFER NO ADDITIONAL DISCOUNTS AND OUR PRICING IS NOT NEGOTIABLE. PRICE INCREASES: WE HONOR ALL POSTED PRICES. INCREASES ARE NOT IN EFFECT UNTIL THE PRICE ON THE SITE IS CHANGED. WE WILL NEVER TAKE AN INCREASE ON AN ORDER ALREADY PLACED OTHER THAN SPECIAL HANDLING REQUEST WHICH MAY CHANGE THE POSTED SHIPPING CHARGE. PRIVACY POLICY: All information gathered by Windy Hill Candle Factory Inc. shall be used soley to process your order. This information will NEVER be sold to anyone for any purpose. (Don't you Hate that?)