+when will I receive my order?
MACC soy candles are hand-poured, hand-labeled, etc. We pour each and every soy candle as the order is placed. MACC always strives to create a great soy candle that you will enjoy. The goal of our company is to have retail orders delivered within 7 days. If you are needing your products by a particular date, please notify us immediately so we can work toward achieving this goal.
Please keep in mind that October thru December is our busiest time of the year. Please remember to allow additional time for your delivery. UPS shipping time for products leaving our factory is below. In no way will Maddison Avenue Candle Company be held responsible for products lost in shipping!
+How much do you charge for shipping?
Our shipping costs are estimated based on the value of each order. Although we have tried to guess 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 get the exact shipping cost and bill you the addition (if any) at that time. We never charge a handling fee, only the EXACT shipping cost! Retail orders are generally shipped within 5 business days. Once your order has shipped, you will receive an e-mail giving you your tracking number. The rates below do NOT apply to Wholesale orders. Wholesale customers pay actual shipping cost. FREE SHIPPING (applies to retail orders only).
All orders placed outside the United States will have additional cost at the time the order is shipped. The EXACT 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?
Yes, we have a no question return policy on products with physical defects only such as stress fracture in the container. If your product has a physical defect please return it return it to our factory within 7 days for a full refund.
WHOLESALE PRODUCTS. All Sales are Final, returns are not accepted! No cash refunds. Please contact us if you encounter a defective or damaged product. Such items will be replaced with a like product or a store credit will be issued. The dislike of a certain fragrance is not considered a defect. There are no returns accepted for custom wholesale orders. We do not have a stock room. All wholesale items are custom made to order. If there is a problem with any products, upon approval by MACC, we will replace with like products only (same style, size, color, fragrance, etc.) or issue store credit (if approved) for the products. No substitutions accepted! By purchasing wholesale from our company you are agreeing to these conditions. The shipping costs on returned items are the responsibility of the customer.
+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.
If the item qualifies, returns are for the total $ amount of products only! Shipping fees are a contracted service and will not be refunded. Returns are to be sent in their original, unused condition, by insured mail to our factory: (19530 e. county road, 330 n, Charleston, Illinois 61920) within 14 days from the receipt date. We are not responsible for any package shipped without insurance. Credit will not be issued for items not returned via insured mail. We will issue you a Return Authorization Number when you contact us. When the return is received, we will process the refund as long as the item is in new condition. Refunds may take up to one month to show on your statement. Do not discard any items until contacted by either Maddison Avenue or the shipping company. If damaged items or packaging are thrown away a credit/refund cannot be issued and replacement products cannot be sent under any circumstances
+do your bath and products expire?
We recommend that all bath and body products are used within 12 months of opening. Unused bath and body products are best if stored in a dark, cool room.
+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. Maddison Avenue is not responsible for any import tariffs or duties on international orders as those are the customers responsibility.
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.
+do you accept cancellations?
If you need to cancel an order, we ask that you let us know within the first 24 hours after placing an order. If you wait any longer than 24 hours your order can not be canceled.
+what's your Privacy Policy?
Please view our Policies page for full details of our privacy policy.
+complaints
Maddison Avenue Candle Co. INC. prides itself on our exceptional customer service. We are also very proud of our products and their quality. If you find yourself unhappy with any product or service received from MACC, or are disappointed with your overall buying experience, please contact us so that we may discuss options. We will do our very best to resolve any issues you may have.
+suggestions
Are there products that you would like MACC to offer? Do you have special fragrance suggestions for us? Do you have ideas for updates or changes you would like to see us make to our website - or did you find spelling and/or grammar mistakes? If you have any suggestions or ideas please feel free to contact us. One of our friendly personnel will be more than happy to accommodate you.
