Shipping & Scent Swap

This page explains shipping information and the Phoenix Crafted 14-Day Scent Swap Guarantee for eligible candles, wax melts, tealights, votives, and other scented wax products.

Standard return and refund requirements are governed by the Return & Refund Policy. Read both pages before returning a product.

Order Processing

Standard, noncustom orders are normally processed within two business days. During sales, holidays, launches, events, or other high-volume periods, processing may require up to three business days. Custom, personalized, and wholesale orders follow the timeline provided with the order or quote.

Processing time is separate from carrier transit time. You will receive a shipping confirmation and tracking information after the package is prepared for carrier acceptance.

Shipping

Available shipping methods and estimated delivery times are displayed at checkout. Carrier estimates begin after processing is complete and are not guaranteed.

Carrier delays, severe weather, holidays, customs processing, address problems, and other circumstances outside Phoenix Crafted’s control may affect delivery.

Free Shipping

Complimentary standard U.S. shipping is available on qualifying orders of $50 or more after discounts and before taxes, unless different terms are stated during a promotion.

Warm-Weather Shipping

Wax products may soften during high temperatures. Phoenix Crafted may adjust shipping schedules or packaging when appropriate to reduce heat exposure.

Bring the package indoors promptly. If a candle, wax melt, tealight, or votive arrives softened, place it upright in a cool room and allow it to return to room temperature before opening or using it. Minor cosmetic changes caused by heat generally do not prevent intended use.

Address Changes

Review the shipping address before placing an order. Email Phoenix@Phoenix-Crafted.com immediately when a correction is needed. A change cannot be guaranteed after an order enters processing, packaging, or shipment.

Damaged, Melted, Incomplete, Defective, or Incorrect Orders

Contact Phoenix Crafted within 48 hours of confirmed delivery when an order arrives damaged, severely melted, incomplete, defective, or incorrect.

Include your order number, a description of the issue, photographs of the affected product, photographs of the shipping box and interior packaging, and a photograph of the shipping label when requested. Keep the product and packaging until the claim is resolved.

For complete claim and refund terms, review the Return & Refund Policy.

14-Day Scent Swap Guarantee

Fragrance is personal. Eligible Phoenix Crafted candles, wax melts, tealights, and votives may qualify for one approved fragrance exchange when the original scent is not the right fit.

Contact Phoenix Crafted within 14 days of confirmed delivery and receive approval before returning any product.

Candle Eligibility

  • The candle may have been burned no more than once.
  • The vessel, wax, wick, label, and packaging must remain in good condition.
  • The candle may not be heavily used, altered, damaged, or contaminated.

Wax Melt Eligibility

  • No more than one cube, piece, or portion may have been used.
  • The remaining wax must be returned in its original packaging.
  • The wax may not be mixed with another fragrance or contaminated with warmer residue.

Tealight and Votive Eligibility

  • No more than one item from the package may have been burned.
  • The remaining items must be unused.
  • The original packaging must be included.

How to Request a Scent Swap

  1. Email Phoenix@Phoenix-Crafted.com within 14 days of confirmed delivery.
  2. Include the order number and the preferred replacement fragrance.
  3. Wait for written approval and return instructions.
  4. Package the product securely and use a trackable return-shipping method.

Scent Swap Conditions

  • The original purchase must have been made directly through Phoenix Crafted.
  • Only one scent swap may be approved per eligible original item.
  • Replacement is subject to fragrance and product availability.
  • A price adjustment may apply when changing size, vessel, or product format.
  • The customer is responsible for return shipping unless the original shipment was damaged, defective, or incorrect.
  • Original shipping charges are not refundable.

Products That Generally Do Not Qualify

  • Custom or personalized products
  • Made-to-order fragrance blends
  • Discovery or sample products when the product page specifically excludes them
  • Clearance or final-sale products
  • Substantially used, altered, contaminated, or customer-damaged products
  • Products purchased through another retailer
  • A replacement already issued through a prior scent swap

Standard Returns and Refunds

Unused and unopened standard products may qualify for return when requested within 14 days of confirmed delivery and when all conditions in the Return & Refund Policy are met.

Approved refunds are issued after the return is received and inspected. Original shipping charges are generally nonrefundable unless the order arrived damaged, defective, incomplete, or incorrect.

Order Cancellations

Contact Phoenix Crafted immediately to request cancellation. Cancellation cannot be guaranteed after production, personalization, packaging, or shipment begins.

Contact Us

Email Phoenix@Phoenix-Crafted.com and include your order number and the product involved.