I purchased your product but I changed my mind and want to return it, what is your policy?
Due to the Covid-19 pandemic, we are not accepting returns at this time. Thank you for understanding. Exception: if your order arrived damaged, we will gladly send a replacement or submit a refund. Please keep in mind bank processing time frames.
My item arrived damaged or defective, what do I do?
Please contact us within 10 days of receiving your item if it is damaged or defective. We work tirelessly to ensure top quality, but understand things can happen. Send a photo of the damaged product along with a picture of the shipping label to our email address: firstname.lastname@example.org. We will respond within 24 hours!
When do you ship items out?
Orders are shipped out Monday through Wednesday. If you place an order on a Thursday, your order will not be processed for shipment until Monday. We do this to ensure packages are not sitting over the weekend with postal carriers due to melting points (especially during the high AZ temperatures).
What is the processing time?
Your order will be fulfilled within 5-7 days of order placement. Orders will be shipped via USPS priority mail. Due to the Covid-19 pandemic, please keep in mind these timeframes may be longer due to delays and backorders of material/supply. Should your order take longer than the estimated fulfillment time stated above, we will notify you via email.
What is free local pick up?
We have partnered with Chingona Arizona to offer Velitas customers local pick up, quickly and safely. The local pick up option will be presented on our website during check out. Pick up orders will ready within 5-7 days of order placement and you will be notified via email when your order is ready for pick up. Please remember to provide your order confirmation during pick up.
If you select local pick up during check out but do not live in Tucson, your order will be edited and the updated invoice will be emailed to you for the shipping cost.
Are these candles really made by hand?
Yes! We craft all candles by hand, from cleaning the jars, sticking the wicks, pouring the wax, trimming the wicks, labeling, etc. We do it all by hand in small batches to ensure quality.
What's so special about the soy wax you use?
The wax we use is 100% soy wax, which is made with American-grown soy beans! It's a naturally derived product, has a longer burn time, and doesn't give off that unsightly soot you see with most paraffin candles.
Every time I check out your site, you're always sold out. What's up with that?
Due to changes in supply and demand, we have been experiencing price increases, delays, and backlogs from our suppliers. When we craft Velitas and update our inventory on the site, they tend to sell out fast. Please keep an eye out on our social media pages / subscribe to our email list to be notified of restock dates.
I'd love to add Velitas in my shop, where can I buy these at wholesale price?
Thank you for your interest in adding Velitas to your shop! Please check out our wholesale page for more information and pricing: www.velitasrei.faire.com
I'm interested in a custom order, can you give me more info on that?
We definitely do custom candles, and this is done on a case by case basis - our availability, the size of project, your deadline, material/supply availability, etc. Please send your custom candle inquiry to our email: email@example.com - we will get back to you ASAP!