when will I receive my order? Our soy candles are hand-poured, hand-labeled, etc. All of our products are made fresh so please allow 10-12 Business Days for your order. Our goal is to process all orders as quickly as possible.
how much do you charge for shipping? Our shipping costs are estimated based on the value of each order. Although we have tried to estimate what the cost will be, due to the sizes or weight of the products ordered, your shipping may go over the shopping cart price. After your order is completed and packaged, we will know the additional fees due (if any). Once your order has shipped, you will receive an e-mail giving you your tracking number. Our FREE SHIPPING promotion applies to retail orders only.
All orders placed outside the United States will have additional cost at the time the order is shipped. The shipping cost will be figured after your products are packaged and ready to ship. We will then issue an invoice for the additional shipping fees, if any.
do you accept returns? On retail sales, the original sales receipt must accompany returns. We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition", and retail.
Definition of new, unaltered and unused condition is:
• without showing signs of wear or damage in any way
• within 7 calendar days of the delivery date (after 7 days no returns are allowed)
• must not be a special order, wholesale order, or a custom order
Refunds are contingent upon inspection of item(s) once we receive it. There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded. Customer is responsible for all shipping costs.
Contact Information: Maddison Avenue Candle Company, Inc.
6844 N. County Rd. 2100E
Charleston, Illinois 61920
If your product has a physical defect please return it return it to our factory within 7 days for a full refund. Damaged and or mis-aligned labels will be replaced (if pictures of the damage can not be provided, we reserve the right to make an inspection of the products, or not approve the replacement).
what happens if an item arrives damaged? Maddison Avenue takes great care to ensure your items are protected during shipping. Our employees carefully package every item to minimize damage and/or breakage. Unfortunately, damage can occur during shipping for which MACC cannot be held responsible. Once orders are shipped from our factory, we do not maintain control over packages and cannot guarantee shipping arrival dates by a postal carrier or the condition of the package and the materials contained within. Damaged and or mis-aligned labels will be replaced.
We are happy to replace your item free of charge, but only after you have filed a claim with UPS (1-800-742-5877) of the damage. All products are insured. UPS will then notify us to remake the damaged products. You will need to contact UPS within 24 hours (no more than 5 days) of delivery. They may want to come inspect the packages so be sure to save all broken pieces in the original box with the original packing materials included. UPS will then contact us to resolve the issue.
how do you ship your products? We ship using UPS and / or USPS. We try to use the cheapest method for your order. Please remember all shipping fees are non-refundable. By placing an order with our company you are agreeing to these terms.
Maddison Avenue is not responsible for any import tariffs or duties on international orders as those are the customers responsibility.