Shipping Policy

Thank you for choosing The Lighthouse Candle Factory. We take great pride in crafting and delivering our products with exceptional care. This Shipping Policy explains how we process, package, and ship orders within the United States and internationally.

1. Order Processing Times

Standard orders are processed within 2–5 business days.
Larger orders and wholesale orders may require additional processing time.
We ship Monday through Saturday, excluding postal holidays.
Processing time is separate from transit time.

2. Domestic Shipping (United States)

Carriers

We ship using:

USPS
UPS
FedEx

Shipping Options

Customers may select their preferred carrier and service level at checkout.
If your order qualifies for Free Shipping, we will choose the Standard shipping method and carrier at our discretion.

Free Shipping Threshold

Free shipping is offered above a certain order amount.
This amount varies during promotions and is always displayed in the Top Bar of our website.

Delivery Areas

We ship to:

The continental United States
Alaska
Hawaii
Puerto Rico
APO/FPO addresses

Restrictions

Due to the size and weight of our products, we do not ship to P.O. Boxes.

3. International Shipping

Supported Countries

We currently ship to:

United Kingdom
European Union
Canada
Australia

Carriers

International shipments are sent via:

USPS
UPS

Duties, Taxes & Customs

All international orders ship under DAP (Delivered at Place).
Recipients are responsible for all import duties, VAT, taxes, and customs fees.
These charges are not included in our checkout total.

Customs Delays

Customs processing times vary by country.
Delays caused by customs are outside our control.

International Returns

At this time, we do not accept returns on international orders.

4. Packaging & Product Protection

We take exceptional care to ensure your products arrive safely. Depending on the product type, quantity, weight, and weather conditions, we may use:

Double‑boxing
Thermal protection
Insulated liners
Extra padding
Cold packs (used at our discretion during extreme heat)

These measures help protect heavy, fragile, and temperature‑sensitive items such as candles, melts, oils, sprays, and accessories.

5. Tracking & Delivery

Tracking numbers are automatically emailed once your order ships.
If a package is marked Delivered by the carrier but not received, please contact the carrier directly.
The Lighthouse Candle Factory is not responsible for packages scanned as delivered.

6. Lost, Damaged, or Delayed Packages

Damaged Items

If your order arrives damaged:

Email us within 24 hours of delivery.
Include clear photos of the product, packaging, and shipping box.

Carrier Delays

Once a package has been handed to the carrier, transit delays are outside our control.

Lost Packages

We understand how stressful it can be when a package doesn’t arrive as expected, and we will always do our best to help guide you through the next steps.

If a package is marked as Delivered by the carrier but cannot be located, the order is considered fulfilled. The carrier’s delivery scan serves as confirmation that the package reached the address provided at checkout.

Because we cannot retrieve or replace items that have been delivered to the address entered, we are unable to offer refunds or replacements for packages that show a Delivered status.

We encourage customers to:

Check with household members or neighbors
Look around porches, mailrooms, or alternate delivery spots
Contact the carrier for GPS confirmation or a delivery trace

We’re always here to support you through the process, even though we cannot replace orders that have been scanned as delivered.

7. Returns & Exchanges

For all return‑related policies, including:

Return windows
Condition requirements
Return shipping costs
Exclusions (including custom or personalized items)

Please refer to our Refunds & Return Policy

8. Incorrect Address or Failed Delivery

Please ensure your shipping address is accurate at checkout.

If a package is returned to us due to an incorrect or incomplete address, the customer is responsible for re‑shipping costs.
If a package is delivered to the wrong address due to customer error and does not return to us, the customer is responsible for the full cost of replacement, including shipping.

9. Contact Information

For any shipping questions, please contact us:

The Lighthouse Candle Factory 121 Shields Park Drive, Suite C Kernersville, NC 27284 Phone: (336) 996‑0712 Email: customerservice@LHCFactory.com

Version 1.1 – March 20, 2026