Frequently Asked Questions
My current TAT is always posted on my website homepage. TAT is also always posted in each product's description page. And is also posted at the top of your Order Confirmation email.
For custom (MTO) orders, my TAT is up to 45 days.
For in stock (RTS) orders, my TAT is up to 10 days.
I know this seems like a really long time, but keep in mind that I am part of a two-person team and together we create and make all of our products for your online orders as well as manage and operate a retail store that we also must keep stocked. Please take my turn around time above as a general time frame. Restocks are my busiest time, so if you place your order during or just after a restock, your order may take the full TAT or even a day or two longer. If I feel like I am going to be more than a day or two over TAT, then I will contact you to let you know.
TAT begins the day AFTER you place your order. Orders come in at all hours of the day and night. I can't always begin processing your order the day it was received. So as a general rule, TAT begins the day after you place your order.
TAT DOES NOT include shipping time. TAT is the time I will take to make your order, prepare it for shipping, and ship it to you. Shipping time from my door to yours is extra time and I cannot control how long it will take the delivery courier to deliver your package once I give your package to them.
If you've placed multiple MTO orders and want them shipped together, the MTO orders will ship according to the TAT on the latest order.
If the last day of your order TAT falls on a day my store is closed (Sunday, Monday, Tuesday) or any other day that the mail is not running, please know that your order will go out on the following business day.
It doesn't matter the size of your order - I process orders in the order they are received so the size of the order doesn't matter with respect to how long it will take to process and ship your order.
It doesn't matter how close your address is located to my shop - I process orders in the order they are received so the shipping distance doesn't matter with respect to how long it will take to process and ship your order.
If you place your order during a sale or restock event you can expect that the posted TAT may be extended by a day or two. Please use my TAT Estimation Tool to find out approximately when your custom (MTO) order should ship.
When contacting me for any reason, please email me directly or use my Contact Me page on my website to send me a message. You can also call me at the number listed on our Contact Me page.
Even though we have a presence on Facebook and Instagram, the message services offered by these apps is not reliable for alerting us to new messages and we cannot guarantee that we will see your message in a timely manner, if at all. Please do not use Facebook or Instagram message services to contact us about your order.
You can absolutely place a custom order as well as order RTS items - if available - on the same order. However, the RTS items will not ship separately. All items on the order will ship together with the full custom order TAT (see previous paragraph for current custom order TAT).
If you want to order RTS and MTO items but want your RTS items quicker, you can place two orders - one for the MTO items and one for the RTS items. Then your RTS items will ship out within the current RTS TAT and your MTO items will ship out within the current MTO order TAT.
The easiest way to find out whether you ordered RTS wax items is to check your order confirmation email or check your online order history ( My Account ). If you ordered RTS wax items, each product will be preceded by the letters "RTS" or followed by the words "(ships in 10 days)" for each RTS item ordered.If you ordered custom made items, each product will be preceded by the letters "MTO" or followed by the words "(ships in 45 days)" after each item, then your order is custom (Made To Order) and not Ready To Ship (RTS). To order RTS items, make sure you order from the In Stock menu - Wax Melts RTS To custom order items, make sure you order from the Made To Order menu - Wax Melts MTO
Absolutely! You can follow us on these sites:
Instagram: @thatsmellgoodshop - https://instagram.com/thatsmellgoodshop/
Facebook Page: https://www.facebook.com/thatsmellgoodshop
Facebook Group: https://www.facebook.com/groups/thatsmellgoodshop/
We post new products and other good stuff on all three, but there tends to be a bit more chatter in our Facebook group.
Yes! And I recommend that you sign up for my newsletter to be kept in the loop for sales as these announcements are almost always made first through the newsletter email. You can sign up for my newsletter in a couple of ways...
On my homepage at http://www.thatsmellgoodshop.com there is a newsletter signup box towards the bottom of the page.
You can go directly to the signup form here: http://eepurl.com/12Qp9
We do not offer gift wrapping. If you are ordering items that will be gifts shipped directly to the gift recipient, please note that the items ordered will not be gift wrapped nor will they have bows or ribbons wrapped around them. We will of course package them as we normally do with care and with their safe travel in mind, but we are not able to offer any special accommodations for gifts at this time.
Our shipping rates are very reasonable but I will combine shipping on multiple orders where possible. There is not a code for combined shipping. I will refund shipping charges for orders that qualify and can be shipped together.
I usually try to include at least 1 free sample with paid orders. A few things to keep in mind about our free samples...
- If you placed a smaller order that ships first class, then we do not include free samples with your order as this may put your order over the weight limit required for first class shipping rates.
- If your package is too full to accommodate samples, you may not get any. I cannot justify packing your order in a larger box just to include a free sample.
- The availability of samples varies greatly. Sometimes, I simply do not have samples available when your order is ready to ship and I will not hold orders back a day or two just so I can make free samples to include in your package.
- The availability of scents is completely dependent on what is in stock at any given time. I cannot take scent requests for free samples. If there is a scent you really want to try, then you should go ahead and purchase it with your order.
- I apologize if you receive a free sample in a scent that you don't love. Share the smell good love by forwarding it on to someone else who may enjoy it.
- Store pick up orders generally don't receive free samples since our store pick up customers have the benefit of being able to sniff scents before they buy.
I use a blend of waxes that contains soy and paraffin.
Most people cure wax according to their own beliefs about curing. There are no hard and fast rules when it comes to curing. There's no real scientific data to back up the requirements for all the different waxes.
But, generally speaking, parasoy blends tend to only need 7-10 days. When you take into account the time it takes for me to complete your MTO order (a few days), pack your order (1 day), ship your order (1-3 days), travel time to your home (2-5 days)...
It won't hurt to let my wax set for a week or two or longer if you prefer, but my wax blend needs very little if any cure time beyond you receiving it. Most times my wax is ready to melt within a day or two of receiving it, especially if you ordered ready to ship (RTS) wax.
I have found that most hot plate warmers do well with my wax and that higher wattage bulb warmers and halogen bulb warmers perform well too. Tea light warmers work great as well.
A couple of things to keep in mind:
- Not all warmers are created equal - not even warmers of the same wattage! Two warmers of two different brands with the same wattage rating will often not burn wax the same way.
- The hotter the warmer, the more strongly a scent will throw. But the downside to that is that the hotter the warmer, the more quickly the scent will fade. Hotter warmers do great for a big punch of scent, but it won't last as long as other warmers that don't burn as hot.
That is the unanswerable question. Wax melts aren't like candles where you can measure how long a candle burns (and even that varies in different scenarios). There are so many variables that affect the strength and length of burn with our wax melts. Two of the biggest variables are the scent itself (some are just stronger and last longer than others) and the type of the warmer affects burn time (tea light, hot plate, bulb - and all the different wattages for the last two types). Burning different scents in adjacent rooms can also affect scent strength and burn time as some scents naturally mask or overpower other scents and may make it seem as though one scent doesn't smell very strong or very long. So this is the one question I simply cannot answer for you.
We only ship to Canada. We do not ship to other international locations at this time.
We charge an initial $25.00 for Canadian shipping. If we can ship your package first class international, then we will refund any shipping overages you paid. However, first class international can take 7-21 for USPS to deliver (this is out of our control).
If you have a larger order that incurs additional charges over the initial $25 you paid, you will be invoiced for the additional shipping before your order will ship out.
If you would rather we ship your package priority mail international, then we will invoice you separately for any shipping overages that you'll need to pay before we can ship your order. If you decide to cancel your order instead, a 20% restocking fee will be assessed to your order cancellation.
Having said that, I do have a number of customers in the UK, the Netherlands, and other international locales. They often make use of package forwarders. A package forwarder is a company that collects USA packages for international shipments. This is especially helpful when you shop with US companies that do not offer international shipping. You can shop online at stores in the US and the forwarder receives your packages and consolidates them and sends them to international addresses, often for less money than you would have paid international shipping charges from various vendors. You can visit these sites for more information:
No, my store only allows one coupon to be used per order.
I do not have a discount code available for first time customers.
Absolutely! I send tracking information via email with every order I ship out. If you have not received your tracking information, your order may not have shipped yet or the email may have been marked as spam and been placed in your junk mail folder. My shipping software often sends out tracking information after midnight so even though the order shipped, you may not get the email until after hours.
However, if you do not receive your tracking information email, you can always check your order history here: My Orders I always update orders with their tracking information and you can find your tracking number here.
Yes, you can check on the status of your order at any time because I keep your order history. I also copy your shipment tracking information into your order history as well so that information is always available to you. Check your order status here: My Orders
YES! But you should be logged into your account in order for the store to save your cart. When you are on my site, just log into your account and place items in your cart. When you come back to finish shopping, all of the items you placed in your cart will still be there. See below for situations when items in your cart may be removed.
While my shopping cart does save the items you put into your cart, it will not hold items if someone else is checking out with those same items. Since RTS stock is usually very limited, the cart allows the first person to actually check out and pay for the items to successfully order them.
Oops! Sometimes, inventory errors occur and an item you ordered was not actually in stock. When this happens I will refund you the amount you paid for the item that was not in stock. You can look at your Order History on the website to see which item was out of stock and removed from your order.
Oh no! I package your goodies with care and try to do what I can to prevent leaks from happening.
Bottles are generally sealed with leak-resistant discs and caps and placed in their own bags which should hold leaks, if they do occur.
If any of your bottles leaks fluid during shipping, please email me immediately and attach to the email pictures of each item that leaked.
My wax stands up to shipping pretty well and wax actually melting during shipping is a rare occurrence. However, you should keep in mind the time of the year and your availability to receive your order as soon as it's delivered. Let's face it, summers are brutal just about everywhere. While my wax does well during shipping, not many waxes will survive being left in a hot mail box or on a porch in direct sunlight, or being in the back of a hot mail truck all day if you are a late stop.
If you have any concern that your package will not be able to be retrieved as soon as it is delivered or if your mail stop is close to the end of the day, then I would strongly recommend that you use Hold for Pickup to pick your package up at your local USPS office or have your package delivered to an address where someone will be available to receive the package (maybe a neighbor or your work address).
Yes, leave me a note on your order if you'd like your package held at your local PO. Also, you can use USPS Informed Delivery app to set your own holds at your convenience.
Please, make sure your order is complete and correct before you submit your order. I will not make changes to orders once they are placed. Please understand the confusion this can cause, especially when requests to change orders involves modifying RTS inventory.
If you would like to order additional items and you have already placed one order, you can place a second order for the additional items. I will combine shipping on multiple orders where possible.
I generally start processing/pouring your order 24 hours after receiving it. You can cancel your order within the first 24 hours after placing your order. However, orders that have processed payments will be assessed a 5% cancellation fee. If I have already begun pouring your order, I may impose a 20% cancellation fee. After 24 hours I do not accept order cancellation requests.
I do not include packing slips or invoices with shipped orders. Please save your order confirmation email or check your order history in your account and use this as your packing slip.
My scent descriptions list contains a list of all scents that I might carry at any given time, however, I may not have all of those scents in stock at any given time. If the scent is not in the product drop-down list, then I probably don't have it in stock at the moment. Drop me a message using the Contact Me page and I'll see if I can get the scent when I go shopping.
Scents are subjective and every nose is different. I encourage you to sample scents by purchasing smaller items before buying larger quantities or more expensive items. If you have any concerns about specific scent notes, please contact me before you place your order - I'd be happy to answer any questions you might have about a scent. If you still want to return the product you purchased, you can return the product to me at the address listed on the Contact Me page at your expense. The product must be unused.
If the item you are returning was the only item on the order, there is a 30% restocking fee. Once I receive the product back, I will issue a refund for the item minus the original shipping fee and minus the 30% restocking fee.
If the item you are returning is just one item from an order with multiple items, there is a 30% restocking fee. Once I receive the product back, I will issue a refund for the item minus the 30% restocking fee.
Limited Edition blends are limited. They can only be ordered when I pour them for In Stock (RTS) inventory or make them available for custom ordering. I don't always keep the oils on hand needed to make all the limited edition blends, so I do not make all of them available for custom ordering.
Many of our customers love playing with blending scents together and they create some pretty fab blends, right? If the item you want to order came from a package labeled as Customer Blend, have no fear, I can recreate that for you! Just add each scent note to the blender fields in the wax blend product of your choice (here), and then leave me an order comment stating that you want me to recreate a previous customer blend. I will look that blend up for you and use the exact percentages of the original customer blend.
Please, please, please double check your order information before you submit your order! If you contact me before I ship your order, I can fix the error before it even becomes a problem. This situation can be a challenge, but I will work with you to figure this out. You are responsible for making sure your shipping information is correct before submitting your order. I am responsible for shipping your order to the shipping address specified on your order. Please do not get upset with me as I did not enter the wrong address. Please do not ask me for a refund because your order was shipped to the wrong address. I cannot take responsibility for incorrect shipping information being entered while you were checking out. Please contact me as soon as you know there is a problem with your shipping address. Note, if your package is sent back to me and you want me to reship your package to you, I will invoice you for actual shipping to do so.