SHIPPING CHARGES & ADDRESSES

We use Direct Freight Express for delivery of all orders. As such, shipping charges are calculated based on the entire weight, size and destination location of your order at the checkout. The exact price will be calculated and displayed at your checkout based on your items ordered. You’ll be able to view this amount prior to confirming your order and payment made. All our items are glass and can be on the heavier side and thus the shipping costs reflect this based on the items you order.

You must ensure you enter the correct full spelling of the Suburb, and ensure the correct Postcode is listed Re-delivery will be at the customer’s cost. 

Most of our deliveries will be made to home addresses. If not home they will be stored at the local Depot for collection. If you do not collect and it is returned to us, a return postage will be at your cost.

All orders are shipped ‘safe to leave at….’ message - this is at your own risk, we cannot cover for any theft or loss if this is chosen.

‘Safe to leave’ is at the ultimate discretion of the courier – if they deem it unsafe, your parcel will not be left, but taken and held securely at your local Depot for collection.

Australia Post Eparcel emails are sent as soon as your parcel leaves us. This includes all tracking information that you can easily access to watch your order travel to you.

If your parcel is delayed please check your tracking  number we provide when we dispatch your order. 

We cannot deliver to PO Boxes or Parcel Lockers.

Additional Shipping Charges

Due to many possible variables of an order, on-line shipping charges may not calculate properly during the check-out process. In this case, 

• If additional shipping charges are applicable we will contact you for further approval.  If you do not accept the additional charge we will cancel your order without penalty and refund you accordingly. 
• On occasion if we find we can ship your order for less than the nominated online charge, we will do so and credit the difference to your provided payment option

TRACKING INFORMATION 

You will receive your tracking number (s) for your order once it is dispatched. If you have not received an email, please first check your Spam/Junk mail folders before requesting this information from us via email including your order number. 

ESTIMATED DELIVERY TIMEFRAMES

Your order will be dispatched within 3-5 business days from time of purchase. We use DFE for all deliveries and unfortunately any delays caused from their end are out of our control.

If there is any delay in receiving your order you must first contact Direct Freight Express to confirm status of delivery.  Please be sure to keep record of all names and escalations attempts. If you do not get any action within 48 hours of logging the issue directly with DFE, then please contact us via our website. We will do our best to help escalate and avoid further delays. In order for us to help escalate you must provide the following detail – 

• Order Number 
• Tracking number
• The ticket/incident number provided when you lodge the issue
• How you logged the query (Australia website, phone, email)
• Name of the person who dealt with your query and what actions they said would take place
• Forward any email correspondence
  
  

PEAK PERIODS

At times of high volume, such as November and December strains on procedures become evident. Providing high quality service such as same day pack and send may not be possible and times may slip despite our planning ahead with extra staff to cope during this time. We always do our best to maintain our self-imposed high quality of service and response times.

We appreciate your patience and loyalty during the busy times. (As time passes these terms will morph according to new situations that arise.)

PICK UP SERVICE

You will receive notification via email when your order is ready for collection. Please do not arrive prior to receiving this notification to avoid disappointment when your order isn’t ready. 

When collecting your order please provide a copy of your order confirmation. You’ll also be required to check and sign for your order upon pick up. Candela Candles Wholesale does not accept any responsibility for order discrepancies once orders have been collected and left our warehouse. If there are any order discrepancies after the product has left the premises, a claim will need to be lodge via our website. Please refer to the Claim Process for more information.

All orders will be collected from our Mackay Warehouse - 26 Rural view drive, Rural View pick up is Friday Saturday or Sunday

We only offer same day order and pickup service on Friday, Saturday or Sunday from the warehouse only.