Shipping policy
Order Processing Time:
Orders are typically processed and shipped within 3-7 business days after the order is placed, excluding weekends and holidays. Please note that processing times may vary during peak seasons, promotional periods, OR inventory.
Pre-Sale Items:
Pre-sale items are available for purchase before they are officially released. These items will be shipped approximately 4-6 weeks after the item is officially listed for sale. Customers will be notified via email once pre-sale items are shipped.
Shipping Methods:
We offer shipping via USPS (United States Postal Service) and other selected carriers. Shipping costs and delivery times may vary depending on the shipping method selected and the destination address.
Estimated Delivery Time:
Once your order has been shipped, the estimated delivery time will depend on the shipping method chosen and your location. Delivery times are typically within 2-7 business days for domestic orders.
Late Deliveries:
While we make every effort to ensure timely delivery of all orders, we cannot guarantee delivery by a specific date. Delays may occur due to factors beyond our control, such as weather conditions, carrier delays, or unforeseen circumstances.
Items received later than expected due to delays in shipping will not be eligible for refunds. However, we will work with you to resolve any issues and ensure your satisfaction.
Order Tracking:
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment and estimate its delivery date.
Address Accuracy:
Please ensure that your shipping address is accurate and complete when placing your order. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
Changes to Shipping Policy:
We reserve the right to update or modify this shipping policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
Refund Policy
Our products are carefully inspected before shipping. However, we understand things happen. We want you to be completely satisfied with your purchase of our candles. If for any reason you are not satisfied, we offer a straightforward return policy to ensure your experience with us is positive. Please review the following guidelines:
1. Returns Eligibility:
To be eligible for a return, candles must be unused and in the same condition as when you received them.
Returns must be initiated within 7 days of the delivery date.
2. Proof of Purchase/Proof of Damage:
Please retain your proof of purchase (receipt or order confirmation) as it will be required for all returns, and photographic proof of damages must be submitted.
3. How to Initiate a Return:
Contact our customer service team at HELLO@MYSTIQPHOENIX.COM to initiate the return process.
Provide your order number and reason for return when contacting us.
4. Return Shipping:
Customers are responsible for all return shipping costs unless the return is due to a mistake on our part or a defective product.
We recommend using a trackable shipping method for your return to ensure its safe arrival.
5. Refund Process:
Once your return is received and inspected, we will send you an email notification to confirm receipt.
If the return meets our eligibility criteria, we will process your refund to the original method of payment. Please allow at least 14 business days for processing.
6 . Exchanges:
Well will only exchange for the same item if damaged during shipment. Please initiate a return as outlined above.
7. Damaged or Defective Items:
If your candle arrives damaged or defective, please contact us immediately for assistance. We will work with you to resolve the issue promptly.
8. Final Sale Items:
Final sale items are not eligible for return or exchange unless they arrive damaged or defective.
9. Exceptions:
We reserve the right to refuse returns that do not meet our return policy criteria.
10. Contact Us:
If you have any questions about our return policy or need assistance with a return, please don't hesitate to reach out to our customer service team..