Frequently Asked Questions
Welcome to our FAQ page! Below you’ll find answers to the most common questions about our hand-poured candles, shipping, returns, and more. If you need additional help, feel free to reach out anytime.
🕯️ About Our Candles
Are your candles hand-poured?
Yes! Every Ottawa Custom Candle is hand-poured in Ottawa, crafted in small batches for consistent quality and rich, long-lasting fragrance.
What type of wax do you use?
We use premium soy wax, known for its clean burn, eco-friendly properties, and excellent scent performance.
Do you keep candles in stock?
We keep some of our most popular scents ready to go, but many of our candles are made fresh when you place your order. Because freshly poured candles need time to cure, we kindly ask that you wait 14 days before burning a made-to-order candle for the best scent throw and performance.
And to thank you for your patience, we usually include a fully cured bonus candle so you have something to enjoy right away! 😉
How strong are your candle scents?
Our candles are designed to give a balanced, room-filling aroma without being overpowering. Each fragrance is thoroughly tested for ideal hot and cold throw.
How long do your candles burn?
Burn times vary by jar size and burning habits, but most candles last 30–50 hours with proper care.
How do I prevent tunneling or soot?
Allow your candle to melt all the way to the edges on the first burn. Always trim the wick to 1/4 inch before lighting to help prevent tunneling and soot.
🚚 Shipping & Delivery
How long does shipping take?
All orders ship within 1–3 business days after being placed.
Which shipping carriers do you use?
We primarily ship with Canada Post, though carriers may vary depending on your location.
Do you offer local pickup?
Yes! If you message us before placing your order, we can remove the shipping cost and arrange a local pickup time.
↩️ Returns & Exchanges
What is your return policy?
We follow a standard return policy:
- Unopened and unused items can be returned within 14 days of delivery.
- Products must be in their original packaging and condition.
- Return shipping costs are the customer’s responsibility unless the product is damaged or incorrect.
What if my candle arrives damaged?
If your candle arrives broken or damaged, please contact us within 48 hours with a photo, and we will replace or refund your order.
Can I exchange a scent I don’t like?
Unopened candles may be exchanged within the 14-day return window. Used candles cannot be returned or exchanged for safety and quality reasons.
🎁 Orders, Gifts & Customer Support
Do you offer gift wrapping?
Our candles come in their own Ottawa Custom Candles gift box. If you are looking for something extra special, please reach out to us beforehand to see if we can accommodate your request.
Can I ship a gift directly to someone?
Absolutely! Simply enter the recipient’s address at checkout, and we’ll ship the order directly to them.
Can I make changes to my order after placing it?
If your order hasn’t shipped yet, we’ll do our best to make changes. Please contact us as soon as possible with your order details.
Do you offer wholesale or bulk orders?
Yes, we offer wholesale pricing for retailers, events, weddings, and corporate gifting. Please visit our Wholesale page or contact us directly for more information.
How can I contact you?
You can reach us anytime through our Contact page or by email. We’re always happy to help with any questions about our candles, orders, or custom requests.
❓ Still Have Questions?
If you didn’t find the answer you were looking for, please don’t hesitate to get in touch. We’re here to help make your Ottawa Custom Candles experience as warm and cozy as possible.