Thank you for choosing NorthWood Distributing, a division of NorthWood Candle, LLC.

We are a supplier of professional quality crafting and candle manufacturing products at wholesale prices. We sell the same high-quality components used in our own manufacturing. We started manufacturing candles in 2010 and grew our product offerings to include candle making supplies in 2016. 

We have grown to offer a full line of professional quality soap bases, bath bomb molds, candle accessories, and cosmetic supplies through top trusted suppliers. We now offer over 300 premium fragrance oils in unique and inviting scents. Products are sourced from the United States whenever possible. 

Have an item you'd like us to carry? Let us know!

 

Contact Us

We are happy to help with any questions you may have. Email is our preferred method of communication, as it allows us to provide you with the quickest response. Most email messages are answered within 1 business day.

Please get in touch at customercare@northwoodcandle.com

Please note that because we are a small company with limited staff, it’s not always possible to answer calls during the busiest times of the day. For this reason, customer service inquiries are handled via email or the chat feature on our website.

If a phone call is needed, we can be reached at 952-679-4058. If we are unable to answer your call, please leave a detailed message so that we are able to provide as much assistance as possible. Most voicemail messages will receive a response via email or call back within two business days. 

Location: Our warehouse is located in downtown Belle Plaine, just outside of Minneapolis, MN. We do not have a retail store or pick up option available at this time.

 

Disclaimer

NorthWood Candle, LLC is not responsible for products made using any materials purchased from our website. Always follow safety procedures, proper usage guidelines, product warnings and labeling requirements. Proper testing cannot be stressed enough.

We cannot guarantee the level of crackle performance in your candle product when using our wooden wicks. Factors such as wax blend, fragrance type, fragrance load, color, and container size all affect the levels of crackle and burn performance achieved.

Wood wicks are covered under patents. If you are selling products made with our wooden wicks, you must follow the patent requirements when labeling your products. See lumetique.com/patents for more information and labeling requirements.

We reserve the right to refuse service to any customer for any reason.

 

Ordering Policies 

To ensure the quickest fulfillment times and to maintain order accuracy, changes, add-ons, or other adjustments are not allowed. Unfortunately, we are unable to apply discounts to orders that have already been submitted. All orders are final once submitted.

To offer the lowest price per item and to keep shipping costs as low as possible, we require a minimum order of $15.

Please verify your shipping information and address before placing your order. We are not able to prevent issues that may arise from entering an incorrect address. 

Multiple purchases of the same product or multiple orders to the same address may be combined at our discretion to save on packaging. Please help us achieve our environmentally-friendly goals by recycling and reusing shipping materials whenever possible!

Most orders will include a free sample of a scented product or other free gift. If you prefer this not be included, please add a note to your order.

Inventory and Product Policies

Every effort is made to keep an accurate inventory of items listed on our website. If we do not have sufficient inventory to cover an item on your order, we will contact you as soon as possible. We may ship a partial order, backorder an item, or issue a refund.

In the event of a price increase from a supplier, prices listed on the website are limited to stock on hand.

We make every effort to provide the most accurate and up to date information possible, but mistakes can happen. We cannot guarantee the accuracy of information on this website. In the event of a pricing error, we will contact you and reserve the right to refund or cancel orders.

Please note that some items that come in quantities of 100 or more may be counted by weight using a highly sensitive counting scale that is legal for trade. Every effort is made to ensure each package contains the correct quantity. However, in rare cases, a discrepancy of 1-2 pieces may occur. If you do not receive the correct quantity of a product, please contact us within 7 days.

Accepted Payment Methods

Visa, MasterCard, AmEx, Discover, Shopify Pay or Business Check (may delay shipment).

Processing Times 

We are currently seeing extended lead times. As a result, orders currently may take up to 8 business days to process, plus time in transit. Please see the status bar at the top of the page for the most up-to-date information on processing times. Thank you for your understanding and continued support. 

Once back to standard processing, most orders ship the same or next day when placed by 10 a.m. central time. During busier times of the year or after weekends and holidays, there may be a longer than normal delay in processing your order for shipment (up to 4 business days).

We are unable to guarantee delivery times, as delays by the shipping provider are beyond our control.

When you place an order, please note that the shipping times displayed are estimated from the carrier and do not include processing time. You may refer to our current processing times in the status bar at the top of the page.

International Orders 

We currently only offer international shipping to Canada. It is your responsibility to ensure products are able to be imported to your country. Buyer is responsible for any duties, taxes, or other fees. Items returned to us for non-payment of any fees, or for being rejected by customs are not eligible to be refunded. Buyer will be responsible for any additional charges incurred.

To help expedite your order through customs, please provide your phone number when placing your order. Not providing a phone number could result in extended delivery delays.

If you use a freight forwarding service, the following policies apply:

  • NorthWood Distributing is not responsible for packages after they are delivered to the freight forwarder. If a package is damaged or lost while in transit to the freight forwarder, you or the freight forwarder must contact us before the items are shipped outside of the U.S. Likewise, if items in your order arrive damaged or the order contains incorrect items, you must contact us before the items are forwarded outside of the U.S. We will not replace items or issue refunds for items once they are taken outside of the U.S. via a freight forwarding service or by hand-carrying.  
  • NorthWood Distributing is not responsible for any customs forms or fees that may be required to import a package to your country of residence. You or your freight forwarder are responsible for completing any necessary paperwork and complying with any regulations that may apply in the destination country.

Shipping Rates, Methods and Delivery Times

Receive free shipping on orders over $99 when shipped within the continental United States!

Our free shipping offer cannot be combined with other discounts. Special orders or bulk purchases are not eligible for free shipping. Additional restrictions may apply. Orders eligible for free shipping will ship either UPS, USPS, or LTL; we will pick the most cost-effective option based on your order details. It is not possible to specify your preferred a shipping method for free shipping orders. Separate orders cannot be combined in order to qualify for free shipping. 

You must provide a street address in order to receive free shipping, regardless of the size of your order. We require a street address for all free shipping orders because it is not always possible to estimate whether USPS or UPS rates will be more cost effective until printing your shipping label. If you do not provide a street address during checkout and your package needs to ship via UPS, we will be unable to ship your order until we receive a street address.

You may choose from a variety of convenient and fast shipping methods at checkout. We receive a discount on UPS, USPS, & DHL rates and pass those savings on to you. If you need a specific shipping method or require a specific delivery time, please choose the options you need during checkout. Note that requesting a specific shipping method may increase your total shipping cost.

You may request Signature Required on your package for an additional fee of $6.50, which must be paid before shipping. 

When your order is processed, we may determine that it would be quicker or more cost-effective to use a different shipping method from the one you selected during checkout. If you do not want us to choose the best available method, please leave a note that specifies your preferred delivery carrier.

After your order is shipped, delivery times average 1-5 days in the US. Most orders ship from our warehouse in Minnesota. Express shipping options are available for an additional charge.

We are not responsible for any delays that might occur during delivery, nor are we responsible for packages lost by a delivery service.

Shipping Insurance

We offer shipping insurance on all orders so your packages are protected in the event they are damaged or lost in shipping. This insurance does not cover orders with valid tracking that show as delivered. If you do not want insurance coverage, you must deselect the insurance or remove it from your cart prior to checking out. If you deselect this insurance coverage, we cannot replace/refund packages that are lost or damaged during shipping. This insurance costs a small fee that increases in increments of $0.50 based on your order's subtotal. Shipping insurance fees are non-refundable.

Cancellations 

Order cancellations are not allowed. As we understand mistakes can happen, a one-time exception may possibly be granted but not guaranteed.
If we are able to make a one time exception, cancellation requests are only accepted within 12 hours of placing an order and are subject to a $15 cancellation fee. You must contact us by email within 12 hours to cancel your order. Please note that the 12-hour cancellation deadline applies to all orders, including orders placed at night, on holidays and on weekends. If it has been more than 12 hours, it is not possible to cancel your order because it will have already entered the fulfillment process. 
Orders cannot be edited once they are submitted. As such, you cannot add or remove an item from an order once it is finalized. This policy exists so that we can ensure accuracy of all orders while also maintaining fulfillment times. You cannot change your shipping address after you place an order, unless you are changing your shipping address to the billing address you entered. This is because our system verifies payment information with the address on file for your credit card to help protect against fraud.  

Returns, Refunds & Replacements

We are unable to offer refunds or replace orders that have been sent with a valid tracking number and show delivered by the carrier. It is important to ensure your order is delivered to a secure location. If your order shows delivered but you have not received your package, please contact the shipping provider as they are better able to assist you. 

If there are missing items or items that are damaged in shipping, you must contact us to report the missing or damaged items within 7 days. Furthermore, you must save all of the original packaging materials and items that arrived in your package. This is required so that an accurate claim can be filed with the shipping provider, if applicable. Damaged items are refunded or replaced at our discretion.

Returns are accepted for new products in original packaging only for 21 days from the date of delivery. Please contact us for a return authorization before returning any items. Returns without prior authorization are not eligible for a refund. Original shipping charges are not refundable. The buyer is responsible for paying return shipping costs.

Orders returned for any reason are subject to our standard return policy. A 15% re-stocking fee applies (Minimum charge $10).

Please note that on orders eligible for free shipping, we pay the shipping cost for you. As such, if you return any part of an order that qualified for free shipping, the full amount of original shipping costs will be deducted from the refund you would receive for your returned item(s).

This policy applies to items returned for an insufficient or incorrect address, as well as unclaimed or refused packages to the extent permitted by law.

Sales on special order, custom, or surplus items are final, and are not eligible for returns.

Please note that for hygienic reasons, some items cannot be returned:  

  • Fragrance oils
  • Soap making supplies
  • Cosmetic supplies
  • Any other items that can be used for body products or cosmetic use

Rewards & Discounts 

We now offer a rewards program for our customers! In order to receive rewards points, you must create an account and be logged into your account when you place an order. Past orders are not eligible for reward points. Please remember to log in each time you shop in order to earn rewards.

We are not able to credit reward points for orders you placed in the past, for orders you placed without being signed into your account, or for any other reason. We reserve the right to change or cancel the reward program at any time.

Discount codes are limited to 1 per order and 1 use per household. Other restrictions may apply. Discounts are not valid on special order items or for shipping charges. Discount codes may expire or be discontinued at any time. Limit of 1 discount per order. Multiple orders from the same customer or household using the same discount code will be rejected.

*By placing an order, you are agreeing to these terms and conditions*