How to Edit Your Order

After placing an order, you may decide that you want to add an item or change the size, type, or quantity of an item. Thanks to our new order editing feature, you can do just that! In the past, all order edits had to go through our customer service team. However, we now have a self-service portal that allows you to edit your own order.

Accessing Your Orders

After placing an order, visit https://account.northwoodcandlesupply.com/orders to access your orders.  

Alternatively, you can get to your orders through the order confirmation email that you received. Click View Your Order at the bottom of the confirmation. On the next page, click the text that reads Orders next to the NorthWood logo.

If you are not already logged into your account, you will need to enter your email on the next screen. Be sure to enter the email you used when placing the order, then click Continue. After entering your email address, you will receive an email with a 6-digit login code. Enter this code on the screen. Click Submit.  

How to Edit Your Order Step by Step

After logging in, you will see your past orders. Click on the order that you want to edit. If you aren’t sure which one it is, refer to the order number. You can click anywhere on the order to get to the order editing page (except for the Buy Again button).

On the next screen, scroll down to the bottom. Click the button that says Edit Order.

You have 24 hours to edit an order after it is placed. While you can view any past order, you will only see the order editing option if the order was placed within the last 24 hours.

On the next screen, you will see buttons for changing items from your order. You can change the type, size, and quantity or add/remove items. You can also make changes to your shipping address. Click the appropriate buttons to complete the changes you want.

If you added items to your order, click Pay Now to pay any outstanding balance. If you removed items from your order, we will issue a refund manually. See the FAQ below for more details on payments & refunds.

Order Editing FAQ

Please review these order editing questions before reaching out to our customer care team. If you don’t see an answer to your question, we would be happy to help.

How long do I have to edit my order?

You can edit your order for 24 hours after placing it. After 24 hours, you will no longer be able to access the self-service order editing option. Please note that under our ordering policies, customer service also will not honor any order change requests after 24 hours. This is so we can begin printing and processing invoices in a timely manner.

Can I make multiple changes to an order?

Yes, you can change more than one thing with your order as long as you are within the 24-hour editing window. For example, you can add an item, remove a different item, and change your shipping address. Please note that each change is done separately. Any refund or outstanding balance amount will be updated as you make changes. The order editing screen will show when the order was last changed.

You cannot change the same item more than one time. For example, you can’t change a fragrance from a 4 oz bottle to a 16 oz bottle and then change the same product back to a 4 oz bottle.

How do I pay an outstanding balance?

If you added items to your order, you will need to pay the outstanding balance before we can process your order. You can use the Pay Now button or check your email for an invoice. If you don’t see the invoice, check your spam and promotions folder in your email. You can also pay your balance by logging into your customer account and viewing your orders.  

When will I get a refund for removed items?

If you removed items from your order, we will issue a refund. You will not receive an instant refund. This is because our customer care team needs to review all refunds and issue them manually. Please allow 1-2 business days for us to approve and issue your refund.

We are notified every time a refund is requested – rest assured we are working on it and will process your refund as soon as we can. Please do not email customer service about your refund unless it has been more than 2 business days since you edited your order.

Refunds are usually posted to your bank account within 2-3 business days of being issued. The amount of time depends on your bank or payment method and could be as long as 10 business days. We have no control over how quickly refunds are processed by your bank after we issue a refund.

Will I be charged any fees for editing my order?

You can edit your order for free. We do not charge an add-on fee if you use our self-service order editing portal. However, you do need to pay the outstanding balance for any items you have added to your order.

Please note that credit card processing fees are non-refundable. If you remove an item from your order, we will refund the cost of the item less any processing fees.

What happens if I don’t pay my outstanding balance?

We hold all partially-paid orders and do not process them until payment is received. Once you pay the outstanding balance, processing will begin. If you do not pay your balance within 7 days, we reserve the right to cancel your entire order and charge a restocking fee of 15%.

Can I get free shipping if I edit my order?

If you originally qualified for free shipping but removed an item from your order, we reserve the right to subtract the cost of shipping from your refund amount. We charge shipping on orders under $99 in order to keep our prices as low as possible.

The original order needs to qualify for free shipping in order to benefit from our free shipping offer. If your original order did not qualify for free shipping, you cannot receive free shipping by editing your order to add eligible items.

You cannot use the order editing feature to get free shipping on items that otherwise do not qualify for free shipping. If you add an item that does not qualify for free shipping, you may receive a separate invoice to cover the cost of shipping. Any balance due for shipping will need to be paid before we fulfill your order.

We monitor the program closely and reserve the right to suspend customers who abuse its features.

Can I edit my order through my customer account?

Although you can review past orders by logging into your account on our website, we do not currently have an option for editing an order in your account. The only way to edit your order is by following the step-by-step instructions above.

I didn’t get a login code – how do I log in?

Check your spam folder to see if the login code ended up there. If you are not already logged in, you need the 6-digit code before you can edit your order.