Question 1

Why is my flame not lighting?

Accepted Answer

Wooden wicks can be tricky to use, especially for the first burn. The flame may go out a few times when you first light the wick and that’s completely normal. The best way to light a wooden wick is to tilt the candle on a 45 degree angle. Light the bottom of the wick and let the flame travel upwards. If you are re-lighting your wooden wick candle, make sure to pinch off the charred pieces with your fingers. Please ensure that the wick has cooled off before touching it. If you’re still experiencing trouble with your candle feel free to message us using the chat option on our website, or message us on Facebook or Instagram!

Question 2

Do you offer wholesale discounts?

Accepted Answer

Yes, we offer wholesale discounts for purchases of 25+ large (8oz) candles only. Please contact us at shilohcandleco@outlook.com.

Question 3

Do you offer local pickup and delivery?

Accepted Answer

Local pickup is available in Ajax, Ontario. Please wait until you receive a confirmation email to confirm and the date and time your candles will be ready. 
Local delivery is available in Ajax, Whitby, and Pickering only. 
For all other orders, please use the paid shipping option.

Question 4

Do you accept returns / exchanges?

Accepted Answer

Yes, we accept returns within 30 days of your purchase for any unused candles. Shipping costs must be covered by the buyer. Please refer to our Shipping & Returns page for more information. If there is a defect with your candle, please send us a message through our chat or email us at shilohcandleco@outlook.com with a detailed description and a photo of the candle so we can assist you.

Question 5

How much does shipping cost?

Accepted Answer

For domestic shipping within Canada, there is a flat-fee of $14. For orders to the US, there is a flat-fee of $20. Please note that any packages shipped to the US may be subject to customs fees, to be covered by the buyer.

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