To our customers:
We have begun shipping your orders again! However, in order to ensure the safety of our employees and community, there will only be one person in our studio at a time until further notice. Because of this very limited capacity, please anticipate at least 2-4 weeks for order delivery. If you placed an order before April 22nd when we made the decision to begin shipping again, please know that we are slowly but surely packing up your orders in order of date placed. You will receive an email with tracking information once your order has shipped.
We will continue to offer free shipping for orders over $50 in the U.S. on brooklyncandlestudio.com. If you choose to purchase candles or e-gift cards during this time, please know that your support means the world to us. Each order we receive now helps support our entire team while we are unable to work at full capacity.
Throughout the past six years, our business has grown thanks to all of you — our amazing, loyal customers — and we are truly grateful and humbled by your support. Your continued generosity and patronage has helped to ensure that none of our employees have missed a single paycheck or benefit.
If you have any questions at all, feel free to contact us here or email us at firstname.lastname@example.org. Our office is still closed, and our customer service team is working remotely, so please email if you'd like to get in touch with someone.
Thank you so much for your patience and understanding as we navigate these uncharted waters together as a community. We can’t wait to get everyone back in the studio. Wishing you wellness!
Stay safe out there <3
Team Brooklyn Candle Studio
Some Frequently Asked Questions (FAQs) Answered:
When will my order ship?
If you placed an order from March 18 to April 24, please expect about 5 weeks until your order ships from date of purchase. If you placed an order after April 24, it should ship within 2 to 4 weeks.
How long will shipping take?
We use USPS and UPS, who are both experiencing holiday season levels of packages arriving at their facilities each day. The standard transit time for USPS is 1 to 3 business days, but they are currently experiencing delays of about 2 to 5 additional business days. The standard lead time for UPS is 1 to 5 business days. They are not experiencing any delays, but they have suspended their delivery day “service guarantee” until further notice.
Why is it taking so long to pack and ship orders?
As of April 21, we have one team member working in our studio in Brooklyn right now; this is the maximum allowed by our state government at this time. She is a rockstar and is packing up all your orders by herself!
Our owner, Tamara, has also set up a temporary studio in Ohio, where she has been isolating with her family since early March. She will begin pouring select candles and shipping them out as soon as possible!
There are also shipping delays across the country, as outlined above.
Why won’t my tracking information update?
Because of the overwhelming amount of packages at USPS and UPS facilities, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to USPS or UPS if you are having an issue with your tracking information.
When will your lead times go back to normal?
We hope soon! When we are able to get our entire team back into the studio for production, our lead times will shorten. We will act in accordance with the advice handed down from the local New York City and New York State governments, as well as what our management feels is safest for our team and community.
Why has my credit card been charged if you are not shipping right away?
Our e-commerce portal automatically charges your credit card when you place your order online. Do keep in mind that every single purchase directly supports keeping our entire team employed and with health insurance at this time. We are so grateful for every order placed by our amazing customers! If we are unable to ship your order for any reason, rest assured that you will receive a full refund. You are also welcome to request a refund at any time prior to shipment, but please know that your orders have allowed us to keep our team on payroll, and we are hugely appreciative of your generosity.
What are you doing to ensure that your employees are safe and that my package is safe?
Currently, only one employee is allowed in the studio at this time. They are arriving at the studio without taking public transportation. They are wearing a mask and gloves, as well as consistently disinfecting high touch areas and washing hands. The U.S. Center for Disease Control and the World Health Organization have stated the chances of COVID-19 contaminating cardboard packages is low.
Can I change the shipping address on my order?
If you have not already received tracking information, we change the shipping address! Please reach out to email@example.com for more help. If your package is already in transit, you will need to contact USPS or UPS to help with rerouting your package.
Can I change the products or scents in my order?
Maybe! Some items are out of stock right now. Please reach out to firstname.lastname@example.org for more help.
Can I cancel my order/get a refund?
Yes! We understand that circumstances can change. If you have not received tracking information, please reach out to email@example.com for a refund. Refunds will take 3 to 10 business days to process, depending on your financial institution.
When will [product] be back in stock?
Your favorite scents will be back in stock when we can safely begin production again. Hopefully soon!
A candle arrived broken - what do I do?
We are so sorry about this! We are unable to offer any replacements at this time. Please reach out to firstname.lastname@example.org for a refund of your damaged item. Please provide photos.
I got the wrong scent in my order - what do I do?
We are so sorry about this! Please reach out to email@example.com so we can facilitate getting you the correct items. Please note, some items may be of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.
Are you shipping wholesale orders?
We will be unable to ship wholesale orders until we can safely begin production again. Please reach out to firstname.lastname@example.org for more information.
Are you shipping custom/wedding orders?
We will be unable to ship any custom or wedding orders until we can safely begin production again. Please reach out to email@example.com for more information on custom orders.
How else can I support Brooklyn Candle Studio at this time?
You can purchase a gift card! Our e-gift cards are delivered to your email address right away. Thank you so much for your support.