Shipping & Returns
Providential Co. does not accept returns unless there is damage incurred during shipping. Providential Co. will gladly replace the item(s), but please help to start the claim process by sending an email, along with picture(s) of the damage to firstname.lastname@example.org.
If item(s) are returned by the shipping service due to undeliverability, customer is responsible for cost of re-shipment. Please check and double check your address information when placing an order. Also note that P.O. Boxes are sometimes unfriendly destinations for packages and orders will occasionally bounce back as a result. It's safest to use a home or work address.
Items Not Received
If tracking information reflects that your order was delivered, but you didn't actually receive it, please check with neighbors or your apartment office, if applicable, to see if it was delivered to the wrong address by mistake. This can happen from time to time. There is little that can be done, beyond checking tracking. If tracking is never updated, it's likely that the order was lost in transit. In that case, Providential Co. will file a claim with the shipping service and re-ship your order.
Candle Shipping in Warmer Months
Soy candles are delicate and heat-sensitive. In order to deal with top melt of the candle during shipping, either a lid, or a small piece of sealing wrap will be placed on top. Once safely delivered, set the candle upright and carefully remove the wrap or lid. The wax will resettle and solidify indoors.