FAQ

Where is Down South Candle Company located?

Down South Candle Company is located in Lagrange Georgia; correspondence should be directed to:

107 Chimney Court

Lagrange GA  30240

If you would like to speak with a Down South customer service associate please use the "contact us" option and request a call back.  We will call you back within 24 hours. 

Why don't you list a phone number? 

We are a very small company, and cannot take time away from orders in progress to answer sales calls.  We always provide customers with a phone number once orders are placed or when a call back is requested.  This is just our way of keeping sales calls to a minimum. 

Do you offer a printed catalog?

Sorry, but Down South Candle Company does not offer a printed catalog; we are commited to keeping our wholesale prices low while reducing unnecssary paper waste.  Our website is always up to date with Down South's current offerings.  Wholesale customers can access pricing and shop directly from the site by creating an account with Down South.  Accounts are generally approved within 24 hours. 

What causes the frosting on my 100% soy candle?

Frosting is a natural characteristic of soy candles, and in no way represents a defect in the quality of your candle.  It doesn't affect the strength of the fragrance or burn time.  Soy wax is temperature sensitive.  When your Down South soy candle is exposed to cooler temperatures, frosting may occur, but generally disappears when the candle is burned.

What is the best way to keep my candle burning long and strong?

Be sure to trim your wicks after each use.  Do not trim the wick too small or the candle could tunnel. Burn the candle on a heat resistant surface, and do not leave a burning candle unattended.    It is also important to burn the proper size candle for your room size. 

Coupon Usage

Coupons may not be used for wholesale orders.  Special pricing applies to retail sales only. 

Shipping

We ship all of our products via FEDEX ground. FOB Lagrange Georgia.  Retail orders generally ship within 72 hours . Wholesale orders generally ship within ten business days ( Monday through Friday). Should a delay become necesssary we will notify you via email. *Local Orders may be delivered at no additional charge ( Lagrange ONLY) If you have any questions please use the "contact us" option to inquire via email. Shipping estimates given at the time of check out are only an estimate.  If actual charges are more ( or less) your total will be adjusted accordingly. 

International Shipments

Down South Candle Company accepts international orders.  Please be advised that the shipping charge that can be viewed upon checkout is only an estimate.  Actual shipping charges will be applied once the order has been boxed and weighed.  Recipent is responsible for all duties and tariffs.  Should customers fail to pay these charges, Down South will post applicable charges to the card on file. 

Damage Claims

Should items become damaged in transit, notify Down South within 48 hours of receipt of merchandise. Orders are packaged according to FEDEX guidelines.  Carrier is liable for damage in transit ( concealed or apparent).  We ask that you inspect the shipment and refuse any order if damage is apparent.  To file a damage claim,  you must keep merchandise and the original packaging until claim has been settled.  Should materials be discarded before claim is settled, Down South Candle Company reserves the right refuse refund and/or replacement of items. 

Returns and Refunds

Your satisfaction means everything to us. We do offer a quality guarantee. If you are not completely satisfied with the quality of our product please  email Down South at claims@downsouthcandles.com, and request a return authorization. Goods must be properly packaged and received in good condition.  We cannot issue refunds if merchandise arrives damged due to improper packaging. Once the merchandise is received back in our warehouse, we will issue a refund. NOTE:  We cannot refund shipping charges.   We'll notify you via e-mail  once we've received and processed your refund. We'll issue a refund in the same form of payment originally used for the purchase.

If the return and refund do not appear in your account within two weeks please contact us for further assistance.