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.
💰 Pricing & Value
How do Ottawa Custom Candles prices compare to other local candle makers?
Ottawa Custom Candles offers some of the most competitive pricing among Ottawa candle makers. Our candles start at $10 for 8oz, $20 for 10oz, and $30 for 16oz — giving you more wax for your money than most local alternatives, which typically range from $18–$30 for a comparable 8oz candle. At roughly $1.25/oz for our 8oz and $1.88/oz for our 16oz, we consistently offer the lowest price per ounce among Ottawa handmade candle brands.
Are your candles cheaper than big brands like Yankee Candle?
Yes — significantly. National brands like Yankee Candle typically run $3–$4+ per oz for soy jar candles. Our candles come in at $1.25–$2.00/oz depending on size, and are hand-poured in small batches right here in Ottawa using premium soy wax. You get a better product at a lower price, made locally.
Do you offer any discounts?
Yes! Our Subscribe & Save program lets you save up to 15% on recurring orders. We also offer $1 scent samples so you can test before committing to a full candle — no risk, no guessing. Occasional promotions are shared through our newsletter and Instagram.
🕯️ Scent Options & Samples
How many scents do you offer?
We currently offer 20+ unique scents across fruity, floral, cozy, and spiced fragrance families — plus rotating seasonal collections for fall, winter, and holidays. Every scent is carefully selected to perform beautifully in our premium soy wax.
Can I try a scent before buying a full candle?
Absolutely — that's exactly what our $1 scent samples are for. Order as many scents as you like, try them at home, and then buy the full candle in your favourite. It's our way of replicating the in-person market experience from the comfort of your home.
How do I choose the right scent?
If you're unsure where to start, our scent samples are the easiest way. Broadly speaking: if you love warm, cozy vibes go for spiced or woody scents; for a fresh clean home feel try florals or citrus; for something unique and seasonal check our current collections. Still unsure? Reach out — we're happy to help recommend based on your preferences.
🔁 Subscriptions & Savings
How does the Subscribe & Save program work?
Our Subscribe & Save program lets you set up recurring candle deliveries on a schedule that works for you. You choose your scent, your size, and your frequency — and you save up to 15% automatically on every order. You can pause, skip, or cancel anytime with no penalty.
Can I change my scent between subscription orders?
Yes — you're never locked into one scent. You can update your scent preference before each order ships, making it easy to try something new each cycle or stick with your favourite.
Is there a minimum commitment for the subscription?
No minimum commitment. You can cancel or pause your subscription at any time. We want you to subscribe because you love the candles, not because you're locked in.