How Can We Help You?

What is your current order processing time?

You can view our most up-to-date processing time by looking at the status bar at the top of our website. The status bar is updated regularly to reflect our current processing times, and always shows the most accurate estimate. 

Please note that processing times generally increase when we run sales and other promotions. There may also be extended processing times during the holiday season (typically October through December). 

Any estimate on our order processing time is not a guarantee. Furthermore, processing time does not include shipping time. Orders are always processed as quickly as possible, but any shipping delays with UPS or USPS are outside of our control.  

Can I pay extra to have my order processed more quickly?

Rush processing is available for an additional fee. You must add Rush Processing to your cart before checking out. We cannot add rush processing after an order has been placed.

Can I cancel 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 fee.

Can I add, change, or remove items in 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.

Can I change my shipping address after placing an order?

Yes, through our self-serve order editing feature. Follow the steps outlined above to edit your address.  Please note that like other order changes, you only have 24 hours to edit your address after placing an order.

If you need customer service to change your shipping address, please note that our system will only allow our team to change the shipping address to the billing address that you entered. This is because our system verifies payment information with the address on file for your credit card to help protect against fraud.

Do you have an option to pick up orders in person?

Yes, local customers can choose order pick-up at check out. With this option, you can pick up your order at our Belle Plaine, MN warehouse after it is ready. Orders will be brought to your vehicle. Please note our warehouse is not open to the public, and we do not have a retail store. Please read our Order Pick-Up FAQ for more information.  

I ordered multiples of the same item. Why are they combined into one, and how can I prevent that? 

As of 2023, most products are packaged separately in the original size that you ordered. For example, if you order 2x 8oz of fragrance, you will receive two 8oz bottles.

However, in rare situations, we reserve the right to combine these products into one container or bag if deemed necessary by staff. If you want to ensure items are packaged in separate containers/bags, please leave a note with your order.  

Can I add a note to my order?

You have the option of adding a note before you submit your order. Click “Order Instructions” on the checkout page to add a note. Notes will appear on your invoice. Please be aware that notes are only seen by our staff, and are not visible to shipping carriers (UPS or USPS). Therefore, you should not leave delivery instructions in the notes section (e.g. "deliver to back door")

Typical notes include: Requesting that we do not include a scented wax melt in your order. 

Requesting that multiples of the same item are not combined into one (see above question). 

Why didn’t I get an order confirmation email? 

Order confirmation emails may be delivered to your spam or junk folder. Please check these folders before contacting customer service. If you have more than one email address, but do not remember which one you entered when checking out, please be sure to check the inbox and junk folder for each email address before contacting us. Spelling errors in your email address can also result in delivery confirmation emails being undeliverable.  

I received the wrong item or the wrong quantity of an item. What do I do?

While we do our absolute best to ensure order accuracy, mistakes can still happen. If you receive the wrong type of item or quantity, you must contact us within 7 days to report the error. We will gladly issue the correct item or quantity as appropriate. 

Where are you located? 

NorthWood Distributing is located in Belle Plaine, MN, which is just outside Minneapolis. 

How can I get in touch with someone?

Email is our preferred method of communication. Please get in touch at customercare@northwoodcandle.com.

If a phone call is needed, we can be reached at 952-373-1423. 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. Please note that because customer service is primarily handled via email, you may receive an email in response to your phone call.  

How soon can I expect a response? 

Most email messages are answered within one business day. If you call, most voicemail messages will receive a response via email or call back within two business days. 

Do you have any coupons or discount codes? 

In order to offer the best overall pricing, we only run a few sales per year. Sales and coupon codes are typically announced in our newsletter. The best way to stay in the know is to subscribe to our newsletter by signing up on our website.  

How do I qualify to receive wholesale pricing on your products? 

All of our products are already listed at wholesale prices. However, additional bulk discounts may be available for customers with an established purchase history of $10,000 per year or more. Eligible customers may contact us for additional details on bulk discounts. 

What payment methods are accepted?

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

In which states do you collect 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
• Virginia

If you do not see your state listed here, you do not need to file a tax-exempt form with us at this time. This page will be updated when we begin collecting sales tax in additional states. We will also issue a notification in our newsletter if this list changes. Please refer to this page periodically for any updates.

How do I file a tax-exempt form with you?

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. Please see the question above for a list of states where we currently collect sales tax.

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 this 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.

How do I qualify for free shipping?

Free shipping is available on orders $99+ that are shipping to the continental U.S. Your cart must total $99+ before Shipping Protection and tax, and after any discounts have been applied.

Certain items are not eligible for free shipping and do not count towards the $99 minimum. This includes cases of wax, cases of containers, and certain other bulky/heavy items that are more expensive to ship. You must have $99+ of free shipping eligible items in your cart to receive free shipping.

Can I upgrade my shipping or change my shipping information? 

No. Shipping cannot be changed after you submit your order. 

Furthermore, 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.  

I paid for expedited shipping. When will my order ship?

Expedited shipping is an option that you can select during checkout. With this option, the shipping provider (UPS or USPS) will ship your order more quickly after it is processed by our warehouse team. 

Please note that choosing expedited shipping does not mean our warehouse team will process your order more quickly. In order to be fair to all of our customers, orders must still be processed in the order they are received. There is not an option for expediting your order through our warehouse in order to have it processed more quickly.  

Why was my package shipped via a different shipping method than I selected? 

At our discretion, we may select a different shipping method than the one you chose during checkout. This is only done when a certain shipping method would be faster or more cost-effective. If you want us to keep the original shipping method you chose, please leave a note on your order.  

Can I choose a preferred shipping method if I qualify for free shipping? 

In order to continue offering the best shipping prices possible, you cannot request a specific shipping method if you qualify for free shipping. We will automatically select the fastest or most cost-effective shipping option for orders that qualify for free shipping.  

My package shipped, but my tracking information hasn’t been updated recently and I’m afraid it’s stuck in transit. What can I do?

Please contact the shipping carrier (UPS or USPS) for assistance before contacting our customer service team. Once a package has been received by the shipping provider, we typically are unable to assist with its deliverability.   

My tracking information says my package was delivered, but I never received it. What do I do?

If you did not receive an order that is marked as delivered, please contact the shipping provider (UPS or USPS) for assistance. We are unable to replace orders that show as delivered, as delivery issues are out of our control. 

If you believe your package has been stolen after it was delivered to your home, a police report should be filed.  

Can I add Signature Required to my order? 

Yes. Signature required will be an additional $6.50 if added and must be paid before shipping. 

Do you ship internationally? What are the costs and custom fees?

We offer international shipping to Canada only. International orders ship via USPS and UPS. International shipping rates are displayed during checkout. Taxes, duties and customs fees vary. Please note that as the buyer, you are responsible for covering any customs or other fees. We cannot issue refunds on international orders that are returned for non-payment of fees.

Can I use a freight forwarding service?

Yes. If you use a freight forwarding service, please be aware that 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.

Is shipping insurance included? How can I buy additional coverage?

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. See Terms & Conditions for more details. 

My items were damaged in shipping. What do I do?

All measures are taken to ensure that your products arrive safely, but occasionally damage can still occur during shipping. If your package is damaged, you must contact us within 7 days. Please save all of the original packaging materials so that a claim can be filed with the shipping provider, if applicable.  

If the package itself appears undamaged, but the items inside are damaged, we may issue a replacement or refund at our discretion, provided you contact us within 7 days. 

What is the return and refund policy?

With some exceptions, returns are accepted for new products in original packaging only for 21 days from the date of delivery. You cannot return fragrance oils, other liquid products, soap making supplies, cosmetic supplies or any other products that can be used for cosmetic use. 

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% restocking fee applies. Please see our Terms & Conditions for more information. 

Do you accept returns on fragrance oils? 

For hygienic reasons, fragrance oils cannot be returned. We are unable to issue refunds or replacements unless you received the wrong fragrance oil.

How do I create an account?  

Click the Person Icon at the top of our website, and then click Create Account. On the next screen, enter your name as well as the email address and password that you want to use while shopping with us. Finally, click Create. Please write down or remember your login details so you can successfully sign in each time you shop. Learn more about our rewards program. 

How does the rewards program work?

You earn one point for each dollar you spend on our website while logged into your account. Please note you will not earn rewards if you are not logged into your account when you submit an order. Ensure that you are logged in each time you shop so you can receive rewards. Learn more about our rewards program. 

Why didn’t I get rewards points for my order?

You can only receive rewards points if you are logged in when you place your order. We are unable to grant reward points to orders that were placed when you
weren’t logged in.  

Why am I unable to log into my account and view my orders?

Orders will only show up on your account page if you were logged in when you placed the order. To ensure that you can review all of your past orders, please make sure you log into your account each time you shop with us. We cannot add past orders to your account if you were not logged in when you placed the order, nor can we add old orders you placed before creating an account.  

I ordered a product that I love, but now it is out of stock. How do I get more? 

We occasionally run out of certain items, but we work to restock our products as quickly as possible. Product pages are updated whenever we receive more inventory. If we anticipate that we will be unable to get more of a certain product, we will specify this on the product page. Furthermore, we update product pages whenever a product becomes discontinued. Unfortunately, discontinued products cannot be restocked. 

What containers do your lids fit? 

Lids typically fit a large range of jars from different manufacturers. Please refer to the product page for our Wood Candle Jar Lids to view product numbers for compatible jars. If you want to ensure a jar lid will fit, we do sell single lids. We recommend buying one lid and testing it with your jars before ordering a larger quantity.  

Do you have any recipes I can make with your products? 

We occasionally share recipes and DIY ideas on our blog. Review our recipe category to view all of our current recipes. 

Can I suggest an item for you to carry? 

We are always open to suggestions for new products to carry. Please contact us to suggest a new product. 

Have a question about a product we carry? Please review our product FAQ pages:

• Fragrance Oil FAQs
• Candle Wick FAQs
• Colorant FAQs
• Wax FAQs
• Reed Diffuser FAQs
• Aroma Bead FAQs