Shipping policy

PROCESSING TIMES: • Typical processing is between 2-7 days, as most items are made to order. We do everything we can to get the orders completed and shipped out right away. • Customized items may require up to 72 hours for processing and possibly more, depending on detail involved.

Heart Mountain Candle Co is not liable for packages that are delayed in transit, lost by the shipping carrier, or stolen -- all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item -- please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a mail theft report with your local police department.

DOMESTIC SHIPPING TIMEFRAMES Once your order has been processed, standard domestic shipping typically takes 3-7 business days depending on your location. Express shipping options may be available at checkout. Please note that shipping timeframes are estimates provided by the carrier and are not guaranteed.

DAMAGED ITEMS IN TRANSIT If your order arrives damaged, please contact us within 48 hours of delivery at sales@heartmountaincandleco.com with photos of the damaged item and packaging. We will work with you on a case-by-case basis to offer a replacement or store credit. Please note that for international orders, we are unable to guarantee replacements due to the complexity and cost of international shipping. Filing a claim with the carrier may be required.

INCORRECT ADDRESS Heart Mountain Candle Co. is not responsible for packages delayed, lost, or undeliverable due to an incorrect or incomplete address provided at checkout. Please double-check your shipping address before placing your order. If you notice an error, contact us immediately at sales@heartmountaincandleco.com — we cannot guarantee address changes once an order has been processed.

SHIPPING RESTRICTIONS FOR CERTAIN PRODUCTS Some products, including matches and liquid items such as room sprays and body oils, may be subject to carrier restrictions for international shipments. Heart Mountain Candle Co. reserves the right to cancel and refund any order if a product cannot be safely or legally shipped to the destination country. We will notify you promptly if this applies to your order.

RIGHT TO CANCEL INTERNATIONAL ORDERSHeart Mountain Candle Co. reserves the right to cancel and fully refund any international order if shipping to the destination country is not feasible due to carrier restrictions, customs regulations, or other circumstances beyond our control.

INTERNATIONAL DUTIES & TAXES All international orders are shipped Delivered at Place (DAP). This means that any customs duties, import taxes, VAT, or other fees charged by the destination country are the sole responsibility of the customer. Heart Mountain Candle Co. is not responsible for these charges and has no control over what your country may assess.

Customs and import fees are determined by your local customs authority and are separate from your shipping cost. We recommend checking with your local customs office for estimated charges before placing your order.

Please note that customs processing may cause delays beyond our estimated delivery times. If a package is refused or unclaimed due to unpaid duties, the customer will be responsible for any return shipping costs, and refunds will not be issued for the original shipping charge.

By placing an international order, you acknowledge and accept responsibility for any applicable duties and taxes.