NorthWood Distributing - About Us, Ordering Information, Return Policy

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. Read more about our story here!

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 450 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 location 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 

All orders are final once submitted. Please see sections below for information on changing or cancelling an order.

To keep product prices as low as possible, orders under $20 will have a $4.95 fee added on to the shipping cost. This charge covers labor and processing on smaller orders.

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 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.

Fragrance Oil Policies

All fragrance and essential oil sales are final. A small amount should be purchased and tested for compatibility. NorthWood Candle, LLC is not responsible for finished products made using our components. You are responsible for product testing, proper labeling, and adherence to all laws or regulations when using our products.

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).

Sales Tax

Currently, we only collect sales tax from the following states: Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maryland, Michigan, Minnesota, New Jersey, North Carolina, Ohio, and Virginia.

If you are a tax-exempt business or non-profit organization based in a state where we collect sales tax, you may file a tax-exempt certificate with us.

In order to file a tax-exempt certificate, you must first create a customer account with us. See the answer for “How do I create an account?” on our FAQ page if you need assistance making an account. You must have a customer account before we can update your tax status.

Once you have an account created, please send an email to customercare@northwoodcandle.com with a copy of your tax-exemption certificate. In your email, please include the email address for the customer account you want to make tax-exempt. Once the information is received, we will notify you when your tax status is updated.

Please note that we are unable to refund any tax paid on previous orders.

Processing Times 

Please see the status bar at the top of the page for the most up-to-date information on processing times.

During busier times of the year or after weekends, holidays and sales, there may be a longer than normal delay in processing your order for shipment.

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.

Processing times are our best estimate at the time your order is placed. These times may fluctuate based on order volume and staffing levels. While every effort is made to ship orders within the time stated, it may not always be possible.

International Orders 

We currently only offer international shipping to Canada and Mexico. 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 most orders over $99* when shipped within the continental United States! *Total does not include any cases of wax on your order. The free shipping policy may also not apply to other heavy or bulky items. This will always be noted in the product description. You must have $99 in qualifying items for free shipping. Cases of wax and other weight based shipping items do not qualify towards the total. Order must total $99 before adding tax or shipping protection and after any discounts are applied.

Effective 3.21.23 - We will no longer be offering free shipping on cases of wax. Shipping will be calculated using our discounted rates through UPS or USPS and displayed during checkout. This will allow us to lower pricing on wax cases. Slabs of wax and most other products will still ship for free with a qualifying order. See our blog post for more information.

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 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 it has been received

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 $0.60 based on your order's subtotal. Shipping insurance fees are non-refundable.

Cancelling an Order

Orders can only be cancelled if the order has not entered the fulfillment process yet. You must contact us by email within 24 hours to cancel your order. Please note that the 24-hour cancellation deadline applies to all orders, including orders placed at night, on weekends, or on holidays. Cancelled orders are subject to a $10 cancellation charge plus 5% of the order total to cover the additional time spent on your order and credit card processing fees that are not refunded back to us.

Changing an Order

You can make certain changes to your order with our self-serve order editing feature. You have 24 hours to make changes. Our self-serve editing feature is free to use, but certain changes may affect your shipping costs and total amount due. Please read our Order Editing FAQ for step-by-step instructions.

If you need customer service to manually change your order, you must contact us within 24 hours of placing the order. Manually modified orders are subject to a $10 fee to cover additional processing costs. Changes and additions to your order are only allowed if your order has not entered the fulfillment process yet.

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, items that are damaged in shipping, or other discrepancies, 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. Damage or shortage must be reported before transferring items to a 3rd party or new location.

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.

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

Shipping carriers often charge a return shipping fee on packages that are non-deliverable. In the event we need to re-ship a package that was returned due to an incorrect address, you may be responsible for covering the return shipping fee from the original package. If you are requesting a refund for a package that was returned to us as non-deliverable, the return shipping fee may be deducted from the amount of your refund.

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
• Micas, glitter, other pigments or powders
• Any other items that can be used for body products or cosmetic use

Rewards & Discounts 

We now offer a rewards program for our customers! All customers are eligible with or without an account. Points are tracked by email, be sure to use the same email address for all orders. Please remember to create an account and log in each time you shop to easily keep track of orders and points. Past orders are not eligible for reward points.

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*