The Lighthouse Candle Factory — Shipping Policy

This Shipping Policy explains how The Lighthouse Candle Factory prepares, ships, delivers, and makes orders available for pickup. It applies to eligible retail and wholesale orders unless a product page, quotation, invoice, freight agreement, custom-order agreement, or other written term states otherwise.

1. Order Preparation and Production Time

Many products from The Lighthouse Candle Factory are handcrafted. Preparation time is the period needed to confirm, produce, inspect, package, and release an order to a carrier. It is separate from carrier transit time.

Standard in-stock retail orders are generally prepared for shipment within two to five business days after we receive a properly completed order. This is an estimate, not a guarantee. A properly completed order includes successful payment authorization and all information, selections, approvals, and other materials reasonably needed to fulfill it.

Made-to-order products, custom or personalized work, unusually large orders, wholesale orders, limited releases, products awaiting materials, and orders placed during peak periods may require additional production time. Any known estimate may be stated on the product page, during checkout, in a quotation or invoice, or in direct communication with the customer.

If we determine that we cannot ship within a time we expressly promised—or, when no shipment time was stated, within the period required by applicable law—we will provide notice and the options required by law. Depending on the circumstances, those options may include agreeing to a revised shipment date or cancelling the delayed, unshipped portion for a refund.

Business days exclude Sundays and federal holidays. Carrier operating schedules and pickup availability may also affect the date an order leaves our facility.

2. Shipping Destinations and Available Services

Available destinations, carriers, and service levels are those displayed during checkout or provided in a written quotation. Depending on the order and destination, service may be available through USPS, UPS, FedEx, a freight carrier, a local delivery provider, or another qualified carrier.

We may select a different comparable carrier or service when reasonably necessary to fulfill a promotional or free-shipping order, accommodate package requirements, or address carrier availability, provided the change does not materially reduce a paid service level without the customer’s agreement.

Because many of our products use heavy or fragile containers, delivery to a P.O. Box may be unavailable. If checkout accepts a P.O. Box for a particular eligible shipment, the service shown at checkout will control. Customers using APO/FPO addresses should select an available service and allow for additional transit time.

We reserve the right to decline or cancel a shipment we cannot lawfully or reasonably deliver, including destinations restricted by a carrier, product characteristics, hazardous-material rules, sanctions, export restrictions, or other applicable requirements. If we cancel an unshipped order for this reason after collecting payment, we will refund the cancelled portion.

3. Shipping Charges and Free-Shipping Promotions

Shipping charges are calculated or quoted based on factors such as destination, weight, dimensions, carrier, service level, product type, and special-handling requirements.

Retail free-shipping promotions are subject to the threshold and conditions displayed on the Site at the time of the promotion. Thresholds and promotional terms may change prospectively. Unless expressly stated otherwise:

The qualifying amount is calculated after discounts and before taxes;
The promotion applies only to eligible retail merchandise and eligible destinations;
Oversized, freight, white-glove, international, and specially handled orders may be excluded; and
The Lighthouse Candle Factory may select the carrier and standard service used for a qualifying free-shipping order.

Retail free-shipping offers do not apply to wholesale orders unless expressly included in the wholesale terms or quotation.

4. Transit Times and Delivery Estimates

Carrier transit estimates begin after the carrier accepts the package. They do not include our preparation or production time.

Transit times and estimated delivery dates supplied by a carrier are estimates unless the selected service expressly provides a guarantee. Weather, peak-season volume, carrier disruptions, address problems, customs processing, public emergencies, and other circumstances outside our reasonable control may cause delay.

The Lighthouse Candle Factory cannot guarantee a carrier’s estimated delivery date. If an order is needed for a wedding, holiday, event, class, business opening, or other deadline, please order early and contact us before ordering if timing is critical. Our acknowledgment of a requested date is not a guaranteed delivery commitment unless we expressly confirm the commitment in writing.

5. Tracking Information

When tracking is available, The Lighthouse Candle Factory will generally send the tracking number to the email address associated with the order after the shipping label is created or the package is released for shipment.

A tracking number may not display an acceptance scan or package movement immediately. Please allow the carrier time to receive the shipment and update its tracking system.

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive fragile, temperature-sensitive, valuable, or signature-required shipments promptly.

You can track your shipment directly through the appropriate carrier:

If tracking indicates an unusual delay, delivery problem, or extended period without movement, please review the missing and delayed package provisions in this Shipping Policy or contact The Lighthouse Candle Factory at customerservice@LHCFactory.com with your order number and tracking information.

6. Address Accuracy and Address Changes

Customers are responsible for providing a complete and accurate delivery address, including apartment, suite, unit, company, access, and postal-code information where applicable.

Please contact us immediately if an address correction is needed. We cannot guarantee that an address can be changed after an order has entered production, been packed, had a label created, or been transferred to a carrier.

If a package is delayed, redirected, returned, or subject to additional charges because of an inaccurate or incomplete address supplied by the customer, the customer may be responsible for reasonable correction, return, and reshipment charges. We will contact the customer before charging for reshipment. Original shipping charges may be non-refundable to the extent already incurred and permitted by law.

7. In-Store Pickup

In-store pickup is available only when offered during checkout or otherwise approved by The Lighthouse Candle Factory.

DO NOT come to the store until you receive an email notification that your order is READY FOR PICKUP. This email will include instructions on WHEN and WHERE to pick up your order.

An order confirmation or payment receipt does not mean an order is ready. The person collecting an order may be asked to provide the order number, the purchaser’s name, and reasonable identification or authorization.

Pickup orders must be collected within the time stated in the ready-for-pickup notice or other communication. If an order is not collected, we may contact the customer to arrange pickup, shipping at the customer’s expense, storage arrangements where appropriate, or another lawful resolution. Custom, personalized, perishable, made-to-order, or wholesale products are not automatically refundable because they were not collected.

8. Warm-Weather and Temperature-Sensitive Shipping

Candles, tarts, wax melts, and certain related products can soften, sweat, shift, or melt when exposed to high temperatures. We use packaging methods we consider appropriate for the product, season, route, and available shipping service. These may include protective padding, insulation, thermal materials, double boxing, or cold packs when reasonably appropriate. No packaging method can guarantee that wax products will remain unaffected by extreme temperatures or extended exposure.

Customers should monitor tracking and arrange for prompt receipt. Whenever possible, use an address where the package can be brought into a climate-controlled location shortly after delivery. Avoid allowing packages to remain for extended periods in direct sunlight, vehicles, mailboxes, porches, or other hot locations.

Damage caused solely by avoidable exposure after confirmed delivery may not qualify as transit damage. This does not prevent a customer from reporting a product that arrived damaged because of conditions occurring before or during delivery. We will evaluate timely claims based on the circumstances and the evidence provided under Section 10.

9. Missing Packages and “Delivered” Scans

If tracking shows a package as delivered but it cannot be located, please:

Check the delivery location, entrances, parcel lockers, household members, neighbors, and building personnel;
Allow until the end of the carrier’s delivery day, because some scans may appear shortly before physical delivery;
Contact the carrier promptly and request delivery details, GPS information where available, or a package trace; and
Contact The Lighthouse Candle Factory at customerservice@LHCFactory.com with the order number and carrier case information.

A delivered scan is relevant evidence of delivery, but we will not automatically disregard a timely report solely because such a scan exists. We may ask the customer to cooperate with a carrier investigation, confirm the delivery address, complete a reasonable declaration, or provide other information needed to evaluate the claim.

Resolution depends on the facts, carrier findings, available insurance, and applicable law. We do not guarantee replacement or refund when a carrier verifies correct delivery, the customer supplied an incorrect address, the package was taken or damaged after correct delivery, or the claim is not supported by available evidence. Nothing in this section limits a right that cannot lawfully be waived.

10. Damaged, Broken, Leaking, or Incorrect Shipments

Please inspect an order promptly after delivery. If a product arrives broken, leaking, materially damaged, defective, or different from the item ordered, email customerservice@LHCFactory.com as soon as reasonably possible and preferably within 24 hours of delivery.

Include:

The order number;
A description of the problem;
Clear photographs of the affected product;
Photographs of the interior packaging and outer shipping carton; and
Any other information reasonably requested for a carrier or insurance claim.

Do not discard the product or packaging until we advise that it is no longer needed. A carrier may require inspection or additional evidence.

The 24-hour request helps us preserve carrier-claim evidence; it does not eliminate a non-waivable legal right merely because notice was provided later. Eligible remedies may include replacement, refund, partial refund, repair where appropriate, or another resolution described in our Refund and Returns Policy.

Personal fragrance preference and reasonable handmade variation are not transit damage. Scent exchanges and other return requests are governed by our Refund and Returns Policy.

11. Lost or Delayed Packages

A package is not necessarily lost merely because tracking has paused or an estimated delivery date has passed. Carrier waiting periods may apply before a trace or claim can be opened.

Please contact us if tracking indicates a material delay or no movement for an unusual period. We may work with the carrier, ask the customer to initiate or participate in a trace, or provide other instructions. Replacement or refund eligibility will be determined using carrier information, order facts, insurance terms, our Refund and Returns Policy, and applicable law.

12. Wholesale, Oversized, Freight, and White-Glove Delivery

Wholesale, oversized, unusually heavy, palletized, heirloom, large-series, and other specialized orders may require a separate shipping quotation or delivery agreement. Website parcel rates and retail free-shipping offers do not apply to these orders unless expressly stated.

Specialized service may involve:

Residential or commercial freight classification;
Liftgate service;
Limited-access or inside delivery;
Delivery appointments;
Pallets, crates, or special packaging;
White-glove delivery, placement, assembly, or setup;
Site-access information, measurements, photographs, or videos; and
Additional charges for redelivery, storage, address changes, inaccessible locations, or services not included in the accepted quotation.

The customer is responsible for accurately disclosing delivery conditions and ensuring lawful, safe, and adequate access. Specific responsibilities, inspection requirements, risk allocation, and delivery services will be stated in the applicable quotation or agreement.

13. International Shipping

International shipping is available only when the destination and service are offered during checkout or confirmed in a written quotation. Availability may vary by product, country, carrier, and applicable restrictions.

Unless a written quotation expressly states otherwise, international shipments are sent Delivered at Place (DAP). The recipient is responsible for import duties, VAT, taxes, customs charges, brokerage fees, handling fees, and other destination-country charges. These amounts are not included in our product or shipping charges unless expressly shown.

The customer is responsible for providing information required for customs clearance. Customs authorities and carriers may open or inspect packages. Customs delays are outside our control. If an international shipment is refused, abandoned, returned, or destroyed because charges were not paid, required information was not supplied, or the shipment could not lawfully be imported, the customer may be responsible for resulting costs to the extent permitted by law. Any refund will be determined after deducting lawful, nonrecoverable costs and considering the condition and return eligibility of the merchandise.

International returns and exchanges may be restricted or unavailable where disclosed before purchase, particularly for custom, temperature-sensitive, final-sale, wholesale, or impracticable-to-return items. These restrictions do not eliminate rights that cannot lawfully be waived.

14. Risk of Loss and Transfer of Ownership

Risk of loss and transfer of ownership are governed by applicable law and the shipping terms for the transaction. Nothing in this Policy is intended to transfer risk earlier than applicable law permits or to eliminate our responsibility for properly packaging and tendering the correct products to the carrier.

For freight, white-glove, wholesale, or international transactions, an accepted quotation or delivery agreement may include more specific shipping terms that control that transaction.

15. Changes to This Policy

We may update this Shipping Policy periodically to reflect changes in carriers, services, business practices, products, or legal requirements. The current version will be posted on this page with an updated effective date. Changes apply prospectively unless applicable law permits or requires otherwise.

The policy applicable to an accepted order generally remains the version in effect when the order was accepted, together with any order-specific shipping terms or later change agreed to by the parties.

16. Contact Us

For questions or assistance with shipping, delivery, tracking, damage, or pickup, contact:

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

When contacting us about an existing order, please include the order number.

The Lighthouse Candle Factory Shipping Policy Version 2.0 – September 9, 2026