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FAQ

Shipping

Important Shipping informations regarding COVID-19

FRAGRANCES ARE NOT AVAILABLE FOR INTERNATIONAL ORDERS AT THE MOMENT. CANDLES MAY STILL BE PURCHASED FOR ORDERS OUTSIDE OF THE UNITED STATES. 

The countries that are holding mail due to COVID-19 is changing every day. Here are a list of countries that have temporarily suspended shipping from our U.S. Shipping facilities.

  • Cayman Islands
  • China
  • Chile
  • Czech Republic
  • Djibouti
  • Ecuador
  • Guatemala
  • French Polynesia
  • Honduras
  • Hong Kong
  • Kuwait
  • Lebanon
  • Libya
  • Macao
  • Maldives
  • Mauritania
  • Moldova
  • Mongolia
  • Montenegro
  • Morocco
  • Myanmar
  • Peru
  • Philippines
  • Sri Lanka
  • Suriname
  • Tunisia
  • Turkey

If you are an international customer and unsure about if we are shipping to your country please don't hesitate to reach out to us at support@wakeheart.com . Thank you for your patience during this time.

Where does Wakeheart ship?

You’re in luck! Wakeheart ships worldwide (excluding: Syria, Central African Republic, Democratic Republic of Congo, Libya, Lebanon, Sudan, South Sudan, Somalia, Belarus, Iraq, Yemen, Myanmar (formerly Burma), Zimbabwe, Balkans, Venezuela).

Can I change the shipping address for my order?

Yes you can! But only before your order enters the packing process. Please email us at support@wakeheart.com with your order number and the updated address within the same day of your order –- please note we are only able to make changes to your order if it has not yet entered the packing process.

Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

My order has already shipped - can I still change the shipping address?

Once your order is packed and shipped, Wakeheart is unable to assist in changing the shipping address. You will need to contact the shipping service (USPS or DHL) directly and reroute your package using the tracking number provided.

Can I change the billing address for my order?

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry though! As long as your shipping address is correct, you will be able to receive your order!

How long does shipping take?

Domestic Shipping (U.S. orders to 48 contiguous states)

 2- 5 business days

International Economy

10- 21 business days


Please allow 1 to 2 business days for us to receive and process your order. Please note, we only offer Rush Shipping to the 48 US contiguous states.

(Please keep in mind orders may be delayed due to COVID-19.)

When will my order ship?

We do our best to get your package out to you ASAP! Processing normally takes 1 to 2 business days (and orders placed after 1pm EST are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

How do I track my package?

When you place your order, you will be emailed a shipping confirmation email along with a tracking number to track your package.

Candle Care

What is the candle made of?

Our candles are made of a 100% natural soy-coconut wax blend with added fragrance and the scents are produced by a high-quality fragrance house

How do I burn my candles safely?

  1. Never leave a burning candle unattended and make sure it is always in sight.
  2. Do not light or burn candles on, or near anything that might be flammable i.e: near paper, fabric, bedding, etc.
  3. Do not light or burn candles near any flammable liquids or gases, such as alcohol-based or petroleum-based fragrance, body care or other liquid products, or near any sources of natural gas or propane.
  4. Keep lit candles away from open windows, vents, fans, or any drafts
  5. Keep lit candles out of reach from any pets or children
  6. Put out the flame if it becomes too high or repeatedly flickers. Before re-lighting, trim the wick and check for drafts.
  7. If you’ve created a large wax pool during your burn, use a candle snuffer or blow it out gently to avoid splattering.

What are tips for candle care?

  1. On your first burn, make sure your first light liquefies the entire top layer of wax otherwise you will be left with a memory ring. Having a memory ring will cause the wax to the tunnel and the candle will melt unevenly. 
  2. After your first burn, trim the wick to about ⅛ inch in height. This will make the flame look clean and bright for a smooth burn. Untrimmed wicks are a lot more likely to take on a weird mushroom-esque shape that dulls the flame.
  3. We recommend that you burn your Wakeheart candle for no more than four hours at a time because it will cause carbon to collect on the wick, leading it to “mushroom.” The wick will then become unstable and produce a dangerously large flame. 
  4. Swap out your candle for a new one when about ½ inch of wax remains because the bottom of the candle could get dangerously hot and ruin the surface that it is on.

Do you test on animals?

  • No we do not. Our candles are cruelty-free and vegan.

How do I get the crystal out of my Wakeheart candle?

  • To get the crystal out of your Wakeheart candle, use a small spoon to scoop it out and then run under lukewarm water to clean. Be careful! The candle wax will still be hot.
  • Please keep the crystals away from children and pets! They are colorful and attractive and could be accidentally swallowed by them.

Why are there air pockets in my Wakeheart candle?

  • Our candles are made of vegan and natural ingredients so air-pockets are very likely to form. The same place you are seeing a “bubble” today might be gone tomorrow. What it actually is, is the wax slightly pulling away from the glass and the glass creates an optical illusion to make the space between the wax and glass look bigger than it is. When the room is warm the wax can expand right back against the glass and the “bubble” disappears. 

Can I return my candle?

  • All Wakeheart Crystal Candles are considered FINAL SALE items and are not eligible for returns or exchange. Wakeheart reserves the right to refuse any returns at any time.

Are the crystals in the candles real?

  • Yes! The crystals are ethically sourced, real, and natural.
  • Please keep the crystals away from children and pets! They are colorful and attractive and could be accidentally swallowed by them.

How should I store my candle?

  • To maintain the quality of your candle, make sure to store at room temperature.

What is the maximum burn time for each candle?

  • The recommended burn time for each candle is no more than four hours to ensure quality of the burn. 
  • Candles are 100% natural soy- coconut wax blend made for clean burning. 
  • Scents are produced by a high-quality fragrance house 
  • Crystals are ethically sourced, real, and natural.

Route Shipping Insurance

Q: What is Route?

A: We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:

Route+

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

Where is my order?

A: Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

Q: What if my order never arrives or is stolen?

A: To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What if my order is damaged?

A: To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for reorder or refund within 24 hours. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@wakeheart.com and we will be happy to work with you to remedy the situation.

Q: What do I get when I insure my order with Route+?

A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What are Route’s terms and conditions?

A: Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Q: How do I file a claim for my lost, stolen or damaged order?

A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Q: Does Route+ cover stolen items?

A: Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

Q: Is Route a licensed insurance company?

A: Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Returns & Exchanges

What is the Wakeheart return policy?

All Wakeheart products are considered FINAL SALE items and are not eligible for returns or exchange. Wakeheart reserves the right to refuse any returns at any time.

What should I do if I receive the wrong product?

If you received the WRONG items please contact us at support@wakeheart.com within 3 business days and we’ll be sure to get you the RIGHT items ASAP!

What if my product is damaged or broken?

Not to worry. Please contact support@wakeheart.com send us a photo and video of the damaged or broken piece and we will help resolve that. 

Billing

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What do I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through:

  • Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
  • Try using a different browser 
  • Contact your bank or credit card provider

Pre-orders

How do Pre-orders work?

Want something that is currently out of stock or not yet here? We would hate to hold out on you, so in some cases we offer pre-ordering. Pre-ordering ensures that you will be the first to receive the item when it is in stock. 

Here’s how it works: 

When you pre-order an item, your payment will be processed up front. As soon as the product gets to our warehouse we ship it out to you ASAP. You will receive a shipment confirmation email with tracking once your items have shipped. We do our best to estimate when items are expected to ship and we post this information on each individual product page with an estimated time period. 

What does it mean when an order in on Backorder?

Products on backorder mean they are currently out of stock, but more are on the way! Place your order as soon as possible to make sure you get in on our items.

About Wakeheart

How do I follow Wakeheart on social media?

Check out our social links below to keep up with all Wakeheart updates. 

Instagram: @wakeheart

Twitter: @wakeheart

Tik Tok: @wakeheart 

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