Accounts
- Q: Why register?
A: Save time and enjoy some great benefits. If you register with us, we'll save some of your information so that you don't have to enter it again. Plus we will email you about special discounts and promotions.
- Q: What do you do with all the information I provide?
A: Please see our Privacy Policy for details on how we use your information.
- Q: How does your email list work?
A: Customers who opt into our email list will receive promotional information via email. If you no longer want to receive our promotional information please email us at [email protected]
- Q: How do I create a retail account?
A: Please click on Login in the upper right-hand corner of the home page and follow the instructions provided. If you have any additional questions please feel free to email us at [email protected] or call us at 1-800-262-230
- Q: What if I've forgotten my password?
A: Please email us at [email protected] or call us at 1-800-262-2305 and we will provide you with your password.
- Q: How can I setup a wholesale account with you?
A: Please click on Login in the upper right-hand corner of the home page and follow the instructions provided, will need a valid Tax ID Number. If you have any additional questions please feel free to email us at [email protected] or call us at 1-800-262-2305.
Candles and Wax Melts
- Q: What is the difference between City Creek Candles and other brands?
A: City Creek Candles use only the highest quality materials (wicks, glassware, wax and fragrances). We also offer a wide variety of fragrances and every City Creek Candle is hand poured in the U.S.A.!
- Q: How strong is the fragrance in City Creek Candles?
A: City Creek Candles use the highest quality fragrance oils and has a fragrance load well above the industry average.
Orders
- Q: How do I know my order went through?
A: You will receive confirmation through email once your order has been received. If you do not receive a confirmation email from us in 24 hours please check your email "Spam" folder. If after 4 working days you still have not received a confirmation email from us please call our customer service department (1-800-262-2305).
- Q: Why can't I find my order under order history?
A: Please allow 48 hours for order processing on all but expedited orders. The order will appear 24-48 hours after the order is placed in your on-line order history. If you are concerned that the order may have not been completed, please contact customer service at 1-800-262-2305 before placing the order again. This will help avoid duplicate orders.
- Q: Why do you need a billing address?
A: It's a security measure. Credit card companies require us to confirm that your billing address is the same as the address for the credit card.
- Q: What credit cards do you accept?
A: We accept Visa and MasterCard for retail orders and Visa, MasterCard, American Express and Discover for wholesale orders.
- Q: What are the minimums and do I have to order the minimums?
A: Minimum dollar amounts on opening orders are $300.00 and $100.00 on reorders. Minimums are also set by the products master case quantity. We set minimums in order to keep shipping charges as low as possible, so we do require that you order in minimum quantities. We do however give you the option to mix and match colors/designs of like product in order to reach minimums.
- Q: I placed my order during the weekend. When will you process my order?
A: We process orders placed on the weekends on the following Monday. If you place an order on a holiday, we process the order on the following business day.
- Q: Can I change my order after I submit it?
A: Orders are processed in one to two business days. If you need to make a change please call customer service at 1-800-262-2305 as soon as possible.
- Q: I don't live in the U.S., can I still order from you?
A: Yes! Please contact our Customer Service at 1-800-262-2305 for orders outside of the U.S. and we will be glad to help you.
- Q: Whom do I contact if I have a question?
A: Call us at 1-800-262-2305, Monday through Friday 8:00 a.m. - 5:00 p.m. MST.
- Q: What are your hours of operation?
A: We are open Monday - Friday from 8am to 5pm MST.
Shipping
- Q: Does City Creek Candles have a return policy?
A: Yes, please see our Refund Policy.
- Q: Do you offer priority delivery?
A: Yes. If you require faster delivery, please call our customer service department (1-800-262-2305) to ask about Next Day or Second Day shipping.
- Q: How long will it take to receive my order?
A: Most orders will be processed within two to three business days. Please add three to six business days for typical UPS delivery. If you require faster delivery, please call our customer service department (1-800-262-2305) to ask about Next Day or Second Day shipping.
- Q: What if an item is defective or arrives damaged?
A: If your product arrives damaged or is in any way defective please call our customer service department at 1-800-262-2305 Monday - Friday from 8am to 5pm MST. Please have your order number ready. Your account will be credited or replacement product shipped promptly. - Q: Does City Creek Candles charge shipping on wholesale orders?
A: Shipping charges are calculated at time of shipment. If you would like an estimate before you place your order you can call our customer service department and they would be happy to assist you.
