Shipping, Returns & Scent Swap

This policy applies to Phoenix Crafted candles, wax melts, tealights and other scented wax products.

Order Processing

Our scented products are hand-poured or prepared in small batches. Processing time may vary depending on product availability, customization and seasonal order volume.

You will receive an order confirmation after checkout and a separate shipping confirmation with tracking information once your package has been transferred to the carrier.

Shipping

Available shipping methods and estimated delivery times are displayed at checkout.

Delivery estimates begin after processing is complete. Carrier delays, severe weather, holidays and other circumstances outside our control may affect delivery time.

Free Shipping

Complimentary standard U.S. shipping is available on qualifying orders of $50 or more after discounts and before taxes.

Warm-Weather Shipping

Wax products may soften or partially melt when exposed to high temperatures during transit.

During warmer months, we may adjust shipping schedules or packaging to reduce heat exposure. Once delivered, bring the package indoors promptly.

If a candle, wax melt or tealight arrives softened, place it upright in a cool room and allow it to return to room temperature before opening or using it. Minor surface changes caused by heat generally do not affect fragrance performance.

Address Changes

Please review your shipping address carefully before placing an order.

If an address needs to be corrected, email Phoenix@Phoenix-Crafted.com as soon as possible. We cannot guarantee that changes can be made after an order enters processing or ships.

Damaged, Melted or Incorrect Orders

Please include:

Your order number
A description of the issue
Photographs of the affected product
Photographs of the shipping box and interior packaging
A photograph of the shipping label when requested

Keep the product and all packaging until the claim has been reviewed.

14-Day Scent Swap Guarantee

Fragrance is personal. Eligible candles, wax melts and tealights may qualify for a scent exchange when the fragrance is not the right fit.

Candle eligibility

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

Wax melt eligibility

No more than one wax 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 eligibility

No more than one tealight from the package may have been burned.
The remaining tealights must be unused and returned in their original packaging.

How to request a scent swap

Email Phoenix@Phoenix-Crafted.com within 14 days of delivery.
Include your order number and the fragrance you would prefer.
Wait for approval and return instructions.
Package the product securely and return it using a trackable shipping method.

Scent swap conditions

The original purchase must have been made directly through Phoenix Crafted.
The exchange applies to fragrance, not necessarily product size, vessel or format.
A price adjustment may apply when changing product size, vessel or format.
Customers are responsible for return shipping unless the original order was damaged or incorrect.
Original shipping charges are not refundable.
Only one scent swap may be approved per eligible item.

Products That Do Not Qualify for a Scent Swap

Custom or personalized candles
Made-to-order fragrance blends
Heavily used candles, wax melts or tealights
Clearance or final-sale products
Products damaged after delivery
Products purchased from another retailer

Returns for Reasons Other Than Fragrance

Unused and unopened standard products may be considered for return when requested within 14 days of delivery.

Approved products must be returned in unused, resalable condition with original packaging. Customers are responsible for return shipping unless the product arrived damaged or incorrect.

Refunds

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

Original shipping charges are not refundable unless the order was damaged, defective or incorrect. Bank and payment-provider processing times may vary.

Order Cancellations

Contact us immediately if you need to cancel an order. Orders that have entered production, been customized or shipped may not be eligible for cancellation.