Puppy and Kitten Ghost Soy Candle
Shipping Policy
Thank you for choosing Reandra products. To ensure smooth delivery, please note the following information:
1. Shipping Costs
Free shipping on orders over $55. Orders under $55 are subject to a flat shipping fee of $4.90.
2. Processing and Shipping Time (Monday through Friday)
Processing Time: Your order will be processed and shipped within 1 to 3 business days (including quality control and secure packaging).
Shipping Time: After shipment, delivery typically takes 3 to 5 business days, depending on package size.
Estimated Delivery Time from Order Placement to Receipt: Approximately 4 to 8 business days
Order Cut-off Time: Orders placed after 6 PM will be processed the next business day.
Unforeseen Delays: Factors beyond our control, such as extreme weather or peak shipping seasons, may affect delivery.
3. Carriers and Delivery Area
Carriers: We partner with carriers such as UPS, FedEx, and DHL to ensure safe and timely delivery.
Delivery Area: Within the United States only. 4. Address Change and Order Cancellation
Address Change: Please contact us within 24 hours of placing your order. Once the package is handed over to the carrier, the address cannot be changed. Please carefully verify your shipping address before placing your order.
Order Cancellation: Cancellations are only possible if the order has not yet been processed. Once shipped, cancellations are not possible.
5. Order Tracking
You will receive an email with a tracking number after your order is shipped.
You can track your package in real-time on the carrier's website.
6. Shipping Issues and Returns
Undeliverable packages will be returned to the sender. We will contact you to find a solution.
For specific return terms, please see our return policy (product condition, original packaging, etc.).
Packaging Requirements: All returned items must be properly packaged. Any damage caused by improper packaging may result in a refused refund.
7. Delivery-Related Complaints
If your package arrives visibly damaged (e.g., melted candles, torn tablecloth, etc.):
Please contact Reandra customer service as soon as possible. Please provide clear photos:
Outer packaging damage;
Inner packaging condition;
Damaged parts of the product.
8. TAX
We do not charge any consumption tax. All prices shown on the website are final prices.
9. Reandra Customer Support
For any questions or concerns regarding your order or product:
Email: service@reandra.com (Please provide your order number)
Phone: +1 (458) 343 39 86
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (UTC-6)
Return and Refund Policy
At Reandra, we are committed to providing our customers with high-quality home products, including candles, candle accessories (such as candlesticks and candle snuffers), and elegant tablecloths. We want every customer to feel warmth and care when they receive our products. If you encounter any problems during your purchase, or if the received item does not meet your expectations, we offer a clear and transparent return and exchange policy to ensure a worry-free shopping experience.
1. Return Conditions
Time Limit: Customers can apply for a return within 30 days of receiving the item.
2. Product Condition: Returned items must be in their original condition; the product must be brand new, unused, and resaleable.
3. Non-Returnable Items
Second-hand or visibly damaged items
Damage caused by improper use or storage (e.g., melted candles, torn tablecloths, etc.)
4. Refund Process
4.1 Application Method: Customers must submit a return request through the "Contact Us" page or customer service email: service@reandra.com, providing their order number.
4.2 Review and Confirmation: We will review and respond to your return request within two business days of receipt. If the return request is approved, we will provide: return address and return instructions.
5. Refund Time: After receiving and inspecting the returned goods, the refund will be returned to the customer's original payment account within 3 business days.
6. Shipping Information
6.1 For goods with quality issues or incorrect shipments, we will cover the return shipping costs.
6.2 If the return is due to the customer's own reasons (e.g., you don't like the scent of the candle, or the tablecloth size is not suitable), the customer will bear the return shipping costs.
7. Damaged or Defective Goods: If the goods are damaged during transportation (e.g., broken candle container), please contact us within 48 hours of receiving the goods and provide photographic evidence. We will process your refund.
8. Exchanges: We do not offer direct exchange services. If you need an exchange, please contact our customer service team to initiate the return process and then place a new order.
Contact Information:
Email: service@reandra.com
Phone: +1 (458) 343 39 86
Address: 51 Arrow Beach Road, Lake Ozark, Missouri, 65049-9705, USA
FAQs
1. What precautions should I take when using a candle for the first time?
For the first burn, it's recommended to let the candle burn continuously for 2-3 hours until the surface wax layer melts evenly (forming a "memory ring"), preventing subsequent burning from only burning the center and creating a dent. Also, ensure it's placed in a flat, fireproof area without ventilation openings, away from curtains, paper, and other flammable materials, and at least 30cm away from children and pets.
2. When should I stop using a candle?
When the remaining wax layer is approximately 1-2cm thick, stop burning to prevent the base from overheating and damaging the candlestick/tray, or creating a safety hazard.
3. Is a candle extinguisher necessary? What's the difference between extinguishing it directly and blowing it out?
Absolutely necessary! The key advantages of a candle extinguisher are: preventing wax splattering onto skin or furniture surfaces when blowing it out; preventing black smoke from the wick, keeping the indoor air fresh; and preventing residual embers, resulting in a more thorough extinguishing (especially suitable for large candle sticks or scented candles).
4. How do I clean up solidified wax?
Hot Cleaning Method: Use a hairdryer on a low setting to blow on the wax for 10-15 seconds until the wax melts, then wipe clean with a paper towel.
Cold Cleaning Method: Place the tray in the freezer for 15-20 minutes. The wax will shrink and harden, making it easy to peel off by hand or with a tool.
5. How to store the candle extinguisher?
After use, wipe off any remaining wax or ash with a dry cloth. Avoid contact with moisture and store in a dry place to prevent rusting.
6. What should I do if the candle I received is broken/deformed?
Candles may break/deform during transport due to vibration or temperature changes, which is normal. If the break is minor, align the broken parts, use a hairdryer on a low setting to heat the joint, and gently press to fix the wax layer after it melts. It can be used normally after cooling. If it cannot be repaired, contact customer service for a return and refund.
7. What else can a candle tray be used for besides holding candles?
This candle holder can be used as a multi-functional decorative dish: displaying jewelry, aromatherapy stones, small plants, or as a fruit bowl (for nuts and candies), combining practicality and aesthetics.
8. Can I exchange this item?
We do not currently support direct exchanges. If you need to exchange this item, please return it and place a new order. Thank you for your understanding.
9. Is shipping free?
Your order totaling over $55 will receive free shipping. Orders under $55 will incur a flat shipping fee of $4.9.
