Order Processing & Shipping Information
Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed.
Orders are packed and shipped Monday – Friday and typically take 1-3 business days to be fulfilled and shipping is 2-5 business days. Any orders placed on the weekends are processed on the following business days. For US holidays and promotional periods, please expect delays for order processing due to high volume. If we are unable to process your order due to inaccurate or incomplete payment information, your order may be delayed.
Transit times and shipping costs are calculated at checkout. Shipping for International orders is calculated based on weight at check out. All international shipments are subject to customs/duties charges. DW Home is not responsible for customs/duties charges.
Candles tend to be heavy in weight which means it is quite expensive to ship to our customers all over the world. We are constantly doing our best to bring you the most competitive rates and best experience.
Which shipping carrier do you use?
We ship with UPS and USPS for U.S. orders. U.S. Shipping is usually 1-5 business days. International orders are delivered by your local service provider.
How can I check the status/ track my order?
We will keep you updated via email and send you your tracking information as soon as your order ships so you can check the status and see your estimated date of arrival. If you need to make a change to your shipping address, please contact customer service ASAP before you’re your order fulfillment email is sent. If you’ve already received an email notifying you of your order being fulfilled, we unfortunately can no longer make changes or edits to your order. You can contact us at email@example.com or use our form on the Contact Us page. Please be sure to include your full name, order number, and the CORRECT shipping address so we are able to quickly edit your order before it is shipped.
I entered the wrong shipping address, what do I do? What happens if my package is returned to sender?
Please use our contact us form or email firstname.lastname@example.org immediately. If your order hasn’t already been processed, we may be able to change your shipping address.
Any package returned to sender due to insufficient or incorrect address will be refunded. By default, addresses are not manually entered or adjusted by a DW Home Candles team member, therefore the address you provide at checkout will be the exact address on the shipping label. If you contact us for an address change, we will do our best to act quickly to update an incorrect address, however we cannot guarantee the order has not already been processed. Please always double check order information before completing checkout!
There is a problem with my shipment, what do I do?
If your shipment is held up with your carrier, please contact them directly as they may need specific direction on where to deliver your order.
What if my package shows delivered, but I have not received it?
If you received an email that your package was delivered and you have not yet received your package, please contact your local UPS or USPS Post Office. Please note, sometimes orders show delivered but aren’t delivered until the next 4-6 business days.
What if my package shows delivered to a parcel locker/ held for pick up?
This may mean that USPS is holding it in a parcel locker at your local USPS Post Office. Sometimes, when USPS is unable to reach your address, they will hold the package at your local post office. Please reach out to your local USPS with your tracking number and let us know if they have the package.
If your package is being held for pick-up at your local USPS Post Office, you can use your tracking link sent by DW Home to retrieve your package.
My order never arrived. Lost or Stolen Shipments
Please file a UPS or USPS claim using your tracking link - https://www.usps.com/help/claims.htm. DW Home does not take responsibility for lost or stolen packages without proof of mis-delivery. We will not be refunding or reshipping this order until a USPS or UPS claim has concluded that this package was indeed not delivered. Once your claim is submitted, you are more than welcome to send any Claim responses to us as we can follow up with a refund for the package if the claim is ruled in your favor.
My order arrived damaged/ broken.
While our warehouse team tries their best to wrap our products as best they can to avoid damages and breakages during the shipping process, you may find an item has arrived damaged. Before safely discarding your items, please be sure to take a photo. You can submit any damages within 30 days on our Contact Us page. Please be sure to include your full name, order number, item number located on the bottom sticker of your candle, and include the photo(s) of the damaged item(s).
Please Contact Us for further questions:
STANDARD SHIPPING RATES
FREE STANDARD U.S. SHIPPING ON ORDERS $75+
With a minimum purchase of $75 or more after discounts and rewards are applied at dwhome.com, shipping is no cost to you.
$9.99 FLAT RATE STANDARD U.S. SHIPPING ON ORDERS UNDER $75
With a purchase of $75.00 or less at dwhome.com, shipping is a flat rate of $9.99. If a discount code or reward is applied to an order and the subtotal is under $75, shipping costs will apply.