FAQs

General

Are your products organic / eco-friendly?

Yes! All of our products are made with ecologically conscious and recyclable materials.

Our candles are made with soy wax (a non-petroleum product), natural essential oils (not chemicals), recyclable glass / metal containers, and the wicks are made out of cotton. Our soaps and butters are made from natural butters / oils, natural essential oils, are vegetable based, and are parabens, SLES, and SLS free. Our chapsticks are made with a beeswax base with natural essential oils and our medicated versions have menthol and camphor added to the mix.

Are there chemicals in your scents?

Our scents are made with natural essential oils and are safe to be burned in candles and used in soaps / butters / etc.

Do you offer wholesale pricing?

We do offer discounts for buying some of our products in bulk. Please contact us for more information.

Why does my candle / soap / etc. looks different than its picture?

Your product comes from a different batch than the one used in the product's photo. While we strive to maintain consistency across batches, it's possible that we switched dyes, we're using new raw ingredients, or temperature changes in transit have altered the product's appearance. However, these differences will have zero effect on your candle's smell or the benefits of using our body butters, handmade soaps, or chapsticks.

How long do your candles burn for?

2 oz candle: Burns for approximately 8 - 12 hours.

4 oz candle: Burns for approximately 16 - 20 hours.

8 oz candle: Burns for approximately 24 - 30 hours.

16 oz candle: Burns for approximately 50 - 55 hours.

What's the best way to use my candle?

  • Trim the wick to 1/4" before lighting.
  • Keep area around it clear of flammable objects (that includes above it too!)
  • Do not leave unattended.
  • Use an appropriate size candle for the space you're in. (You won't be able to smell a 2 oz candle lit in a large living room.)
  • Keep out of reach of children and pets.
  • Blow out when there's ~1/2" of wax in the bottom of the container.

Candle Club Members

What's Candle Club?

Candle Club is our monthly subscription service that will be launching in Q1 2019.

How does it work?

Simply sign up for our monthly subscription plan and receive a new candle scent at the beginning of each month. Your account will be charged on the 28th of each month for the following month.

Shipping

How long does it take for my order to ship?

All orders will typically ship within 24 hours or by the next business day. If your order will take longer to ship, we'll contact you with more details and when you can expect it to ship out. (This is exceedingly rare, but we have to mention it.)

How do you ship your orders?

USPS First Class (2 - 5 days arrival ETA)

Do you ship internationally?

No. Tariffs / taxes / dues / etc. makes everything incredibly expensive and it's not fair to either one of us to have the pay those additional fees. 

What happens if my order doesn't arrive on time?

We'll be honest. The vast majority of the time, USPS is on top of their game and they hit their shipping estimates. Other times, especially around the holidays, it's anyone's guess. One year, we had an order sit in their facility for 4 days before it was put on a truck during out Black Friday sale. (FOUR DAYS!!!) 

However, we've shipped hundreds of orders and none of them have been lost in transit. More often than not, the shipment is just delayed a day or two.

Why isn't my tracking number showing any progress?

After your tracking number has been generated, please allow 24 hours to pass so the shipment can be picked up and scanned into USPS's system.

If your order is shipping in multiple boxes, it's not uncommon for only one tracking number to be active while the remaining numbers stay as "Ready to Ship". (It's an issue on the USPS side.) If you don't receive all of your products, please contact us.

If your order is marked as delivered and it isn't at your residence, please 1) double check your shipping address, 2) check to see if it was hidden on your porch / near your door, 3) check with your neighbors, 4) go to your nearest post office to see if they have it, 5) contact us if it's been more than 10 business days after shipping.

Ordering

Where can I buy your products?

You're already here! Click on "Shop" in the navigation bar at the top of the page!

You can also find our products on our Etsy store and we're working on branching out to eBay and Amazon in the near future. (We'll update this answer with links when the stores go live. We'll definitely post it on social media too so follow our Facebook, Twitter, or Instagram for updates.)

Can I cancel my order?

Yes. Simply email us with your order number as soon as possible. However, bear in mind that getting your order refunded is contingent upon us receiving our products back in like new condition and if the order has already shipped, shipping charges will not be refunded.

Seriously, contact us as soon as possible

Refunds / Returns / Exchanges

We reserve the right to not grant requested refunds, returns, or exchanges. Every request will be reviewed on a case by case basis. (Full disclosure: the vast majority of these requests will be granted with no questions asked. We just have to have this here for those edge cases where we do have to say no.)

Do you offer exchanges?

We do. However, the buyer is responsible for shipping charges on returning the original item to Fox & Feather as well as shipping the exchanged item to their address.

I don't like the scent. Can I get a refund? 

We're sorry that you don't like the scent, but we don't offer refunds for this reason.

If you're purchasing a new scent or one your aren't familiar with, we recommend that you buy a 2 oz candle or one of the sample packs first to make sure you like it before buying a 4 oz, 8 oz, 16 oz, or 32 oz candle.

I'm missing an item / received an incorrect item / received broken items.

We'll make it right. Contact us immediately with your order number and issue.

If you're missing an item, we'll ship out a replacement at no charge to you!

If you received an incorrect item, keep it! It's yours now! 

If there are broken items, we'll ship replacements ASAP, but please take photos of everything. This will help us file a damaged goods claim with USPS so we can be reimbursed for the items they broke.

  • Take photos of the box. Specifically any areas that look like impact points, i.e. punctures, crushed corners, etc.
  • Take photos of the box's contents with the damaged items how they were originally found.
  • Take photos from far away, take photos from up close, take them from different angles. Take all the photos. Every little bit of documentation helps us guarantee that we recoup our money because of USPS's mess up.