questions
Please click on any of these links to see the answer.
+ What is a soy candle?
+ What should you know about burning soy candles safely?
+ What forms of payment does MACC accept?
+ How long does it take to get your order?
+ Does MACC accept returns?
+ Do your soy candles come in different colors?
+ How to store candles?
+ Why are some fragrances discontinued?
+ What if I spill my soy candle? How do I clean it up?
+ I want to reuse my empty candle jar, how can I remove the metal wick base?
+ What is the best way to care for my candle wick?
+ Can I cancel my order before it ships?
+ Can I refill my jar candle when it is empty?
+ Why is there is wet oil on top of my container candle?
+ Do your soy candles come in pillars?
+ What causes "mushrooming" of the wick (carbon build)?
+ Why is there sometimes frost (cauliflower bursts) in soy candles?
+ Is the wax you use pure soybean wax or do you mix it with paraffin wax?
+ How do you make your soy candles?
+ Do your soy candles smell good? I've tried others that didn't.
+ Fame too small and/or not getting a good scent throw?
+ Wll your soy candles produce black soot?
+ Are the wicks supposed to bend over when they are burning?
+ Why is there what appears to be wet spots in the soy candle?
+ what goes into your soy candles?
+ how much fragrance coverage is in soy candles?
+ what makes our soy candles better? Why are they called luxury soy candles?
+ are soy candles soot-free?
+ the candles I ordered look slightly different in color. Some change color after time. Is this normal?
+ i have certain allergies. Is it safe for me to burn soy candles?
+ where should I burn my soy candle?
+ should I trim the wick of my soy candle before lighting?
+ how long should I burn my soy candle?
+ what is the right room temperature to burn a soy candle?
+ can I use a candle warmer with soy candles?
+ what is the best way to contact MACC?
+ how do i move items from my Wish List to my Shopping Cart?
answers
:: what is a soy candle? ::
A soy candle is made from soybean wax. Wax of soybeans are a non-toxic, naturally-occurring, biodegradable, renewable sustainable resource. A 100% soy candle burns cleaner, cooler, slower, and more evenly than traditional petroleum-based and/or paraffin-based wax candles. To learn more, visit why soy candles.
:: what should you know about burning soy candles safely? ::
Soy candles are safe when burned properly and responsibly. Also please follow the manufacturers’ directions. When burning soy candles, consumers should always follow these basic safety rules.
:: what forms of payments do you accept? ::
MACC accepts all major credit cards, Paypal.com, Company checks or US Postal Money Orders (products do not ship until payment has cleared our bank). There is a NSF check return fee of $45.00 per check.
:: how long does it take to get your order? ::
We usually ship regular retail orders within 5 business days, beginning the day after payment is received. Large orders may take longer. Business days are Monday through Friday. Shipping time can take 2 to 5 days, depending on your location and distance from us. During our busiest season (August thru December) it takes much longer. Orders are completed in the order which payment is received. (Wholesale orders take usually from 3-4 weeks unless it is during our busy season which will more than likely double the time).
:: does macc accept returns? ::
Yes, if your item is faulty (has a physical defect) and unused. All returns for physical defect must be made within 1 year from purchase date. Otherwise, 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 (same scent and color as original order), or a store credit will be issued.
We cannot replace items or issue a store credit for any product due to dislike of the product or the chosen fragrance. Maddison Avenue Candle Company™ is committed to our customers and your satisfaction, but please remember that not everyone likes a particular fragrance.
If there is a physical defect in the product, a replacement will be sent in the same scent and color as original order. Original shipping charges are not refundable. Return shipping charges are the responsibility of the purchaser.
Refunds will not be processed for improper placement or display of soy candles, or any other product purchased from MACC.
:: do your soy candles come in different colors? ::
All Maddison Avenue soy candles come natural and dye free unless otherwise ordered. Candle dyes, though beautiful, are highly toxic and release a number of known toxins and carcinogens into the air while a candle is burning. If you absolutely must have dye, we are happy to accommodate your request.
:: how to store soy candles? ::
Fading or clouding caused by sun damage or florescent lighting or from your candles being exposed to heat are nonnegotiable and are not refundable. Wax will soften and start to melt in temperatures over 80 degrees Fahrenheit. Store your candles in a cool, dry place, and away from direct and indirect sunlight. Soy candles discolor and fade when they are exposed to intense light for extended time periods. Do not display your soy candles in sunlight, fluorescent lighting or other strong illumination.
:: why are some fragrances discontinued? ::
A particular fragrances may decline in popularity to the point that it is no longer practical to continue making them. In most cases we can still get that particular fragrance oil if you want it. You may just need to request it.
:: what if I spill my soy candle? How do I clean it up? ::
Consult the laundering instructions provided by the manufacturer of the tablecloth or other fabric. Professional cleaners are valuable sources of information. If attempting to clean the item yourself, it is important to allow the wax to completely harden. Once hard, gently chip away the larger pieces of wax from the fabric. After much of the wax has been removed, run hot water through the fabric. Citrus-based or oil-based cleaners are the most effective in removing stains.
What has worked best for us... we have clean up wax with very warm soapy water using a mild detergent.
:: If I wanted to use my empty candle jar for storage, how can I remove the metal wick base? ::
Once all wax is removed, simply pour in enough rubbing alcohol to cover the base and allow the jar to sit for a few days. The rubbing alcohol should soften the glue and release the base. It is important that you allow the rubbing alcohol time to work and that you don’t pry at the base with your hand or any object.
:: what is the best way to care for my candle wick? ::
Always keep wicks trimmed to 1/8" (a nub) to keep candles from smoking. Soy candles do not emit toxins but if dye is chosen, the wick is too long, or the candle is burned more that 3 hours, soot from the wick may accumulate on the jars. This is NOT the same as the toxic soot left from paraffin candles. If the candle is not burned in the appropriate size room for the size of the candle, the aroma will disperse and you will not be able to smell the aromas. (example: 14 oz size candle is for a small room of approx. 20 by 20. Rooms larger than this will require more than one candle of the same scent for aroma to linger appropriately.)
:: can I cancel my order before it ships? ::
There will be a 30% fee for orders canceled before being shipped. Due to the integrity of our products, we can NOT accept returns on any orders without prior approval and never to orders shipped outside the USA. Also please remember that all shipping and fees are between you the buyer and the shipping company and will never be refunded by MACC.
:: can I refill my jar candle when it is empty? ::
Glass weakens as it accumulates bumps and scratches from use so we do not recommend refilling jars for re-use as a candle. They make terrific catch-alls and holders for all kinds of items around your home: buttons, nails, cotton balls, plants or pencils. Most local recycling agencies will accept empty glass jars.
:: why is there is wet oil on top of my container candle? ::
This is called "Soy Sweat". Since soybean wax has a lower melting point than paraffin wax, it can release excess moisture that it cannot hold (usually due to extreme temperature changes due to shipping - i.e. going from hot trucks to air-conditioned environment or going from cold trucks in the winter to heated stores). You can leave it or wipe it out with a tissue or paper towel. Sweat from soy candles will NOT affect the burn quality and will generally not show up again after your first burn. For optimum performance of soy candles, please store in a cool area out of in-direct and direct sunlight. Since our soy candles are highly scented they are more likely to sweat when warmed during shipping. This is just excess fragrance oils coming to the surface and will not effect the performance of the candle’s burn. It is recommended that you blot the top with a kleenex or paper towel to prevent spillage.
:: do your soy candles come in pillars? ::
Soy wax candles, as a rule, do not come in pillars or other free-form candle shapes. Soy wax is a soft and creamy wax and will not hold its shape when burned because it melts at such a low temperature. MACC 100% soybean wax candles perform best in our chosen container that are certified by the National Candle Association. Each soy candle is designed to burn clean and evenly, distributing the fragrance throughout the air.
:: what causes "mushrooming" of the wick (carbon build)? ::
The main factors contributing to "mushrooming" are the choice of wick (type and size), the fuel used (wax) and what has been put into the wax. M·A·C·C™ soy candles burn exceptionally clean. Adding scent and dye to the wax "contaminates" the combustion process of soy candles. Scent and color are non-fuel sources which can collect in the wick creating the "mushroom" or carbon ball that occurs.
:: why is there sometimes frost (cauliflower bursts) in soy candles? ::
Soy wax is a natural substance that has it's own natural traits. Natural wax often produces a frosted look similar to "mottling" or what some call "star-bursts" or "cauliflower". The natural vegetable base is much like chocolate and reacts like chocolate when warmed and cooled. This is a natural characteristic and should not be considered a flaw. We want to keep the pureness of soybean wax therefore our soy candles do not contain chemicals to prohibit this effect. Due to this, maddison avenue makes all of their soy candles dye-free to keep them natural (unless requested otherwise).
:: is the wax you use pure soybean wax or do you mix it with paraffin wax? ::
We use pure soybean wax in our soy candles.
:: how do you make your soy candles? ::
Each and every soy candle is carefully created and hand-poured to ensure quality. We pride ourselves in paying special attention to each detail, and bringing you the finest quality, luxury soy candle on the market.
:: do your soy candles smell good? I've tried others that didn't smell very strong? ::
Yes, our soy candles are drenched in the maximum amount of fragrance that our soy wax will allow. You may find one scent to be stronger than another, but this is due to the nature of that particular scent and not the strength of the fragrance oil itself. We thoroughly test hundreds of samples to bring you the finest quality fragrances available.
:: flame too small and/or not getting a good scent throw? ::
Soy Candles Have a Memory! When burning your soy candle for the very first time, it is extremely important that you give it a "memory burn". You should burn the soy candle for at least 1 hour for each inch of its diameter (also called a 'full melt pool'). For example: a candle 3" in diameter should be burned for three hours to establish its "memory". This allows your soy candle to establish a full melt pool increasing the scent throw of the candle. If a soy candle isn't given a proper memory burn (meaning if your candle is burned for too short a period of time), it will burn down the center (Tunnel Burn) and a good scent throw will not be achieved.
:: will my soy candle produce black soot? ::
If burned properly, soy wax candles are virtually soot free. Soy wax in and of itself is soot free! However, natural cotton wicks will smoke if not burned properly, or if the wicks are never trimmed. Remember to trim any mushrooms that may develop or if the wick(s) begin to smoke! Please follow the burning instructions located on the bottom of your soy candles container.
:: are the wicks supposed to bend over when they are burning? ::
We use both natural High-Temperature Paper (HTP) wicks (which bend while burning) and Cotton wicks in our soy candles. HTP wicks are designed to curl as they get too long. Use this as a reminder to trim your wick before relighting. Wicks are designed to be trimmed to 1/4 inch before each burn. Natural wicks are fragile so please be very careful not to damage your wick when trimming. We recommend extinguishing using a wick dipper. To properly extinguish your candles dip burning wicks into melt pool then back in upright position (You can purchase retail wick dippers for this purpose). This will create much less smoke! Don't trim your wick until the wax is completely cool. Wick dippers are available at wholesale pricing too.
:: why is there what appears to be wet spots in the soy candle? ::
The soy wax isn't making contact with the glass in some parts of the container and appears as a wet spot. Is this a defect? No. This is normal. Because MACC does not use additives or preservatives in the soy wax, it remains in as near a natural state as possible when we pour the soy candles. Therefore, you may notice some wet looking spots on your soy candle. This is simply where the soy wax has adhered to the glass surface. This is caused by temperature variations and is simply due to the expansion and contraction of the soy wax. You will notice that they change as the soy candle is burned and even when your room conditions change. This characteristic is normal and does not affect the quality, consistency or performance of the soy candle when burned properly.
Soy candles are very sensitive to temperature and light changes so be aware of the location when placing or storing your luxury soy candle. Place your soy candle away from sunlight, fluorescent lighting and sources of heat. When traveling with your soy candles, be careful as extremes in temperatures will melt or freeze them. We are certain that once you see how wonderful soy candles are you will never want to go back to paraffin candles!
:: what goes into your soy candles? ::
We use 100% pure soy wax, top-grade natural fragrances, with most containing pure essential oils too. The aroma oils are infused with the pure soy wax for a more even burn. We only use 100% cotton and paper wicks. MACC soy candles come in many different styles and sizes of containers, all which are certified by the National Candle Association.
:: how much fragrance coverage is in soy candles? ::
Our best selling soy candles, the 7.5 oz. Spa Tumbler, when burned over a two to three hour period, as suggested (see our Candle Burning Tips), should fill an average size room with fragrance (approximately 15' x 15').
:: what makes our soy candles better? Why do you call your soy candles luxury? ::
Maddison Avenue Soy Candles™ use only 100% soy wax, all cotton wicks and the finest perfume-grade natural fragrance oils. We call our soy candles luxury precisely for the fact that we've sacrificed nothing on quality to create the best soy candles on the market. We are trying to create cleaner air one soy candle at a time!
:: are soy candles soot-free? ::
No candle is 100% soot-free, however, because Maddison Avenue luxury soy candles use no artificial additives or dyes, and are made using 100% soybean wax. In addition we use cotton and paper wicks (which are lead free), to provide an extremely clean and low-soot burn.
:: the candles I ordered look slightly different in color. Some change color after time. Is this normal? ::
Yes. Each fragrances type is made from different oils with different plant and essence material in each. These different materials cause each oil to be a different color, making it possible that each set ordered at different times will be slightly different in color also. Each fragrance oil infused with soy wax can produce a slight variation in wax color from candle to candle. Be assured that this is a normal characteristic in natural soy candles. It will not affect the quality, consistency or performance of the candle when properly burned. Again, all natural soy candles will take on the appearance and color change of the oil in them. This is a completely natural occurrence and does not affect the quailty of the product. Some oils start to change colors within days, and others may take months. We keep our candles pure and do not add any additives to our wax. If appearance is more important to your candle sales than the fact that they are all natural, you might want to find a company than mixes their soy with paraffin.
:: i have certain allergies. Is it safe for me to burn soy candles? ::
Because MACC uses natural and pure ingredients with no artificial additives or dyes, there is a much lower potential for aggravating allergies in people and animals. We recommend that if you know of a potential allergy you may have to one or any of our ingredients or fragrance types, that you consult with your doctor or allergist before purchasing or burning any candle.
:: where should I burn my soy candle? ::
It is best to burn your soy candle on a stable, protected, hard surface away from drafts and material that could catch fire.
:: should I trim the wick of my soy candle before lighting? ::
Yes. With the exception of the first time you burn it, you should always trim the wick. Trimming the wick prior to burning your soy candle makes for a safer burn. It also cuts down on soot, and promotes a longer candle life. An easy way to trim your candle prior to burning is to simply pinch off the tip of the wick between your thumb and index finger with a napkin or by using a wick trimmer. Of course, you should always make sure the wick is cool to the touch before attempting to trim it and that the wax has hardened.
:: how long should I burn my soy candle? ::
MACC soy candles are created to burn cleaner, longer and with less soot. In order to do so, we recommend that they be burned for no less than an hour at a time. The optimal burn time is anywhere for 2 to 4 hours at a time. Doing so allows both the candle fragrance to distribute throughout a room, and it allows the soy wax to heat evenly to the sides of the candle, so that it burns down evenly and with minimal residue. For more information please see our Candle Burning Instructions web site.
:: what is the right room temperature to burn a soy candle? ::
We recommend burning your MACC soy candle in at least a 60° F room. Do not burn in a room temp of more than 85° F. Soy wax burns cooler and has a low burn temperature. Therefore, burning a soy candle in a too cool or too hot room could affect the distribution of fragrance or evenness of the candle's burn, making for a poor scent throw. Your soy candle will not smell as it should.
:: can I use a candle warmer with soy candles? ::
Soy candles are created to be burned. We do not recommend or endorse the use of candle warmers with, and cannot guarantee the performance of our soy candles when used with a candle warmer.
:: what is the best way to contact MACC? ::
If for some reason you need to contact us and you have not found the answer to your question in our FAQ section, you may do so through our contact form found on this site. We will respond to your inquiry within one to two business days. You may also contact us by phone at 1-217-345-5013, or toll free in the USA at 1-877-2-TRY-SOY. If you are directed to our voicemail during our normal business hours of 8am to 5pm (central time), all of our representatives are busy assisting other customers. Please leave a brief message with your name and phone number and we will get back to you as soon as possible.
:: how do i move items from my Wish List to my Shopping Cart? ::
1. Select wish list from the top navigation.
2. Select "Wish-list Search" on the bottom right.
3. Enter First Name "Cee" (your name) and press "Search" .
4. You are presented with the Wish-list for "Cee Miller" (your name will be here).
5. On the right of each item is an "Add to Cart" button
Once you go green, you'll never burn paraffin again!
