Shipping and Returns

*Free shipping on orders over $75.00 in the USA. 

*Free shipping on orders over $100.00 in Canada.

*Free shipping may not be offered during some promotional events or sales.

All shipments will receive a tracking number, which can be used to follow your package's journey to the destination. Please allow up to 48 hours from the time of that email for full tracking details to populate.  

Please be sure to double check your address as Kraken Kandle is not responsible for packages delivered to an incorrect, closed or undeliverable address.

If your package is "Returned to Sender," Kraken Kandle is not responsible for any shipping charges or fees. We are happy to ship your package back to a different address, but you will be asked to cover those shipping costs even for those items qualifying under the free shipping option. 

RETURN POLICY 

In the event you are not completely satisfied with your purchase, you may return it to us for an exchange or refund.  All returns must be postmarked within fourteen (14) days of the purchase date.  All returned items must be in new and unused condition. 

RETURN PROCESS

To return an item, please email customer service at support@krakenkandle.com to obtain a Return Merchandise Authorization (RMA) number. 

After receiving the RMA number, place the item securely in its original packaging, and mail your return to the address located with the RMA document. 

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.  

We will process your request of exchange or refund after receiving your return and inspecting the condition of the item.  Please allow at least seven (7) days from the receipt of your item to process your refund or exchange. We will notify you by email when your return has been processed. 

For defective or damaged products, please contact us at support@krakenkandle.com to arrange an immediate replacement.     

D A M A G E S 

All of our candles are carefully inspected before they are shipped, and are always adequately packaged with handling and transit in mind. While we do take care when packaging your order, damages can occur. If your order arrives damaged, please contact us at support@krakenkandle.com.  Please include a photo of the damaged item and shipping box within 48 hours of receiving. A damage claim will be filed with the shipping carrier and an identical replacement will be sent to the original shipping address.

M I S S I N G  P A C K A G E S 

Once a package has been passed off to the mail carrier, Kraken Kandle is no longer responsible. If a package is marked as “Delivered”, but you are unable to find it, you must reach out to your local UPS/USPS to assist with tracking it. Unfortunately we are unable to do anything on our end. The carrier will most likely request you to submit a claim. Should you need any additional information from us to process your claim, we are more than happy to assist. 

V A R I A T I O N S 

All of our products are made by hand out of natural ingredients, so variations are expected. Each and every product we make is carefully inspected before leaving our facility. Variations do not affect the integrity of our goods and will not be considered as defective or damaged.

Some variations may include "wet spots" on a candle jar.  A wet spot is when the wax of a candle has detached from a portion of the wall of the jar. This is a natural occurrence that can happen when candles go through changes in temperature (going from an air-conditioned home/car to a hot, humid mailbox or vice versa). These "wet spots" do not affect the way your candles burn or smell in any way.