Question 1

HOW LONG DOES SHIPPING TAKE?

Accepted Answer

Order processing currently is taking 5-7 business days because of Holiday sale at this moment. Processing time will always be located on top of home page. Once those orders have been fulfilled processing time will be shorter. Shipping takes up to 4 business days or sooner depending upon the shipping method you choose. But standard is 1-4 days with usps....holidays are not included.

Question 2

WHAT PAYMENT METHODS DO YOU ACCEPT?

Accepted Answer

We glady accept all major debit and credit cards, pay pal, kandles by kash gift cards and klarna.

**PLEASE NOTE THAT IF PAID WITH KLARNA THERE IS A 12 DAY DELAY NOT INCLUDING WEEKENDS TO RECEIVE PAYMENT FOR YOUR ORDER. ORDER WILL NOT BE PROCESSED UNTILL PAYMENT HAS BEEN RECEIVED BY KLARNA.

Question 3

HOW DO I TRACK MY ORDER?

Accepted Answer

Tracking numbers are emailed after your order is done processing. It takes 3-5 days to process your order. Weekends and holidays are not included. In the rare case that you have not received a tracking number within 5 business days of placing your order please contact us. We try our best to get your order to you swiftly without complications.

Question 4

HOW DO YOU HANDLE MISSING/DAMAGED ITEMS?

Accepted Answer

If you received a delivery you're not completely satisfied with or receive? Usually, we can quickly give you credit when you report a problem through our website or by emailing us at Info@KandlesByKash.Com to resolve issue. You have up to 4 days after delivery date to self-report an issue with your order. Our goal is to resolve your concerns promptly and ensure a satisfactory shopping experience with us.

You can let us know about issues like--

*Missing Items

*Incorrect Items

*Damaged Items (Please provide clear pictures and send them to our customer service team for assistance)

*Poor Replacements

If it has been more than 4 days, or you prefer a refund instead of store credit, please reach out to us for help. Kandles By Kash may issue a partial refund or credit for an item or item's if only a portion of the item was missing or damaged. We can make things right up to 7 days after you receive your order.

**WE PROCESS REFUNDS THE SAME DAY. IF YOU DON'T SEE YOUR REFUND AFTER 5-10 BUSINESS DAYS, AND YOU HAVE CONFIRMED THAT YOU DIDN'T RECEIVE A SAME-DAY REFUND PLEASE REACH OUT VIA EMAIL FOR SUPPORT.

Question 5

WHAT DO I DO IF I WANT TO RETURN A PRODUCT?

Accepted Answer

Unfortunately, at this time we are not able to offer any returns for any of our items due to the fact that we are not able to restock products that have been out of our hands. This regulation is in place for sanitary purposes and KBK and OBK does its very best to ensure the health and safety of our customers. We ask that you please carefully review all orders before checking out.

Question 6

MY PACKAGE SAYS DELIVERED BUT I HAVE NOT RECEIVED IT?

Accepted Answer

When this happens more than likely the package was marked as delivered accidentally and will arrive the following business day. In a rare case that it does not, Please contact USPS to resolve the issue or file a claim. All packages are insured. KANDLES BY KASH is not responsible for packages that have been delivered. We are not responsible for packages once they are out of our hand and the carrier has received it. To ensure you receive your package please track your order and be available to receive on the set date.

Question 7

WHAT DO I DO IF MY PACKAGE WAS RETURNED TO THE SENDER?

Accepted Answer

If your package was returned to us after an attempted delivery you have 2 options.
 
OPTION 1: We can send the package back to you but you will be responsible for covering the shipping fee.
 
OPTION 2: We can refund you for the products you purchased but shipping fee WILL NOT be included in the refund.

Question 8

CAN YOU UPDATE MY ADDRESS IF I ENTERED INCOMPLETE OR WRONG ADDRESS?

Accepted Answer

No. If there is an error on the billing and/or shipping information that you have provided, we reserve the right to cancel your order and issue a refund. Please allow 7-10 business days for the refund to process. Please contact your financial institution for more details on when you will see the funds reflect back into your account.

Question 9

I RECEIVED A DAMAGED ITEM. WHAT DO I DO?

Accepted Answer

In the rare event that the item you received is not in pristine condition, we deeply apologize. Please contact our team info@kandlesbykash.com with a photo of the damage before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner.

Question 10

MY PACKAGE WAS LOST/STOLEN

Accepted Answer

We ship with FedEx, Ups and Usps. Once the package has left our facility, Kandles By Kash cannot be held accountable for lost, stolen or mis-delivered packages. However, we want you to have the best possible experience with our company.

First contact the carrier that is responsible for your package and see if they are able to help and locate package if lost. If they are unable to assist we can file a claim on your behalf for missing package. Please send us a email at Info@kandlesbykash.com describing the situation.

Question 11

IF I HAVE A LARGE ORDER IS PROCESSING TIME STILL THE SAME?

Accepted Answer

If your order is more than $200 than there will be additional days up to 10 added to regular processing time as stated on website, as a large order can fall under wholesale and more time is needed to fulfill. For a specific time period on shipment for large orders you may reach out via website or contact Info@kandlesbykash.com prior to ordering to get a estimate.

Question 12

DO YOU HAVE A QUESTION THAT DOES NOT APPEAR IN OUR FAQ?

Accepted Answer

Please email us at Info@KandlesByKash.com

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