Orders are processed in the order received and are usually processed within 3-5 business days from the time the order is placed. Please be advised that during the holiday season these processing times generally increase to 5-10 business days. Processing times begin from the time you place your order and do not include shipping time.
CTM uses USPS Priority Mail and UPS for general shipping and USPS Express for express shipping. Once your order’s shipping label has been created you will receive a notification via email with a tracking number for your convenience. Typically your order should arrive within 1-3 business days after it has been shipped. Again, during the holiday season these shipping times are subject to increase as well. Also please note during the summer months June through mid-September orders will only be shipped Monday through Thursdays to avoid packages being kept in hot temperatures in postal warehouses over the weekend and possible damage to candles. Any orders placed Thursday through Sunday will be shipped on the next available processing time.
We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. We ask that you double and triple check the provided shipping address before confirming and submitting your order. Please note the customer will be responsible for any shipping cost due to the input of a wrong address, insufficient address, or if the package is marked undeliverable by the the USPS. If this happens please email us at firstname.lastname@example.org and we will email an invoice for shipping cost.
CTM values our customers so if you notice an error in your shipping address please contact us immediately via email at email@example.com. If the order has not be processed yet we are happy to correct the shipping address.
If you have received a notice that your package has been delivered but you did not receive the order we ask that you allow 48hrs in case there may have been an error on the USPS or UPS side. If after 48hr you have not received your order please reach out to us and we will attempt to contact the shipping carrier. Be aware that there are times that USPS/UPS may be holding the package for pickup but inputs this incorrectly. We highly recommend checking with your local post office to see if they are actually holding your package for pickup. USPS may require that you file a claim with them so that they can investigate the lost package. Learn more about how to file a USPS claim here click here.
Please note we are not responsible for any packages lost or stolen once they have been shipped however we strive to make our customer's experience as refreshing as possible so we will attempt to help locate the order. If the order can not be located it will be CTM's discretion on whether or not we will replace the missing package.