December 14, 2020: USPS Shipping and Tracking Delays
USPS is experiencing significant delays. While orders are being sent out of our warehouses on time, we are seeing instances of some packages not receiving their initial scan for up to 10 days. We ask that you keep this in mind when placing orders and as you keep an eye on your tracking information. If an order is more than 7 days late or has not received any tracking updates in that time, please contact us with the order number. To help us best support you during this unprecedented holiday season, we ask that you wait to hear back from us before reaching out again to help us reduce response times. We truly appreciate your patience and understanding.
September 21, 2020: Pickups remain suspended, minor stock issues
Our NC and NV warehouses are still closed for pickup orders. We remain truly appreciative of your understanding. As soon as we are able to resume pickups without compromising the efficiency of our operations and more importantly, the safety of our staff and customers, we will do so.
As you're probably aware, the candle and soap supply industry at large has been experiencing some issues with maintaining levels of stock. Read more about what's going on here.
Please continue to check this page for updates.
July 31, 2020: Pickups remain suspended, carrier delays
Our NC and NV warehouses are still closed for pickup orders. As cases of covid-19 continue to increase, we unfortunately cannot safely reopen for order pickups. We deeply appreciate your understanding, and want to express that this is to keep our staff safe and our facilities running efficiently while practicing the necessary social distancing measures. We look forward to reopening for pickups as soon as we are able to do so safely.
USPS and UPS are both experiencing delays and longer-than-usual shipping/processing times. This is likely to continue. We advise planning out your orders carefully and in as much advance as possible, particularly for time sensitive orders.
Thank you again for your patience. We will continue to post updates on this page.
May 18, 2020: Same-day shipping guarantee suspended
We really appreciate your patience during this unprecedented situation. As of today, we have suspended our same-day shipping guarantee. This is a necessary step to ensure our team is able to continue doing their jobs in a safe environment, and that you can continue to receive the supplies you need. We recommend allowing an extra day or two for any time-sensitive orders.
Same-day shipping will resume as soon as we are able to do so safely. We truly apologize for any inconvenience this may cause and remain grateful for your understanding as we navigate this unusual, and hopefully short-term, situation.
May 1, 2020: Pickup orders remain closed until restrictions ease.
We really appreciate your patience and understanding since we decided to halt our order pickup service on March 17. As states begin to slowly reopen, we just wanted to give you a quick update. Order pickups will remain closed until we can safely begin relaxing social/physical distancing measures as per the recommendations of local governments.
During this time, our primary focus has been on the safety of our staff and customers while shipping orders as quickly as possible. We are continuing to practice physical distancing and operate with reduced staff on staggered shifts in addition to providing our staff with PPE. With these policies in place, we cannot resume order pickups in an efficient way that ensures everyone’s safety. We know this is a valued service for our local customers and will do everything we can to open it back up as soon as we are confident it is safe to do so.
Thank you again for your support and understanding. We will continue to keep you updated, and look forward to getting back to something like normal as soon as we can.
March 26, 2020: UPS suspends its Service Guarantee for all shipments
Similar to their operations during the holiday season, UPS shifts to “estimated” delivery times rather than their usual guaranteed delivery. You may begin seeing short delays in delivery of your UPS shipments.
March 25, 2020: The city of Durham, NC announces a stay-at-home order until April 30, 2020
This order addresses the businesses that are allowed to remain open during this period. Included are:
“Mail, post, shipping, logistics, delivery, and pick-up services. Post offices and other businesses that provide shipping and delivery services, and businesses that ship or deliver groceries, food, goods, vehicles or services to end users or through commercial channels.”
We are happy to confirm that we are within the guidelines to stay open, keep shipping from our East Coast warehouse, and remain able to get you the supplies you need during this time.
March 17, 2020: Nevada Gov. Steve Sisolak announces closure of non-essential businesses for 30 days
Our West Coast warehouse is located in Sparks, NV and similar to the NC order, we are happy to be able to remain open and shipping from this location.
March 17, 2020: Pickup orders in NC and NV are suspended
With the safety of our staff and customers top of mind, we made the decision to halt pickup orders and in-person returns.
HOW WE'RE RESPONDING TO COVID-19
Posted March 13, 2020
We know everyone is concerned about the COVID-19 outbreak and the impacts the virus may have on our daily lives. We take the health and safety of our customers, staff, and community very seriously. As such, we are taking precautions to do our part in mitigating the spread of COVID-19. Here are the things we want you to know.
CandleScience is open for business, and we are confident that our facilities and practices are safe.
We are following the North Carolina Department of Health and Human Services guidelines for businesses. Our office staff is working remotely for the foreseeable future, and our warehouse staff is working staggered shifts.
We are being extra vigilant with maintaining a sanitary environment in our facilities and ensuring our staff have what they need to stay healthy. In addition to sanitizing surfaces regularly throughout the day and encouraging good handwashing practices (a great practice all the time, not just during an outbreak!), we have provided our warehouse staff with gloves to wear while picking orders as an extra level of protection.
Taking care of our staff has always been a priority for us. All CandleScience staff members are provided with comprehensive medical insurance and paid time off. We are not expecting extended interruptions to business but are preparing for the possibility.
At the time of this post, we are shipping orders without interruption.
Should this change, we will send updates via email and posts on our website and social media.
Update March 17th: After a lot of thought and consideration about the ways we can do our part, we have decided to halt pickup orders and in-person returns. If you need additional assistance please reach out to our support team.
We do not anticipate any interruptions in our supply chain.
We are communicating with our suppliers daily and will pass along information about any potential delays or shortages to you immediately.
We are monitoring the situation and taking guidance from the NCDHHS, NVDHHS, Center for Disease Control, and the World Health Organization as more information becomes available.
We appreciate your understanding as this situation evolves. We must all do our part to keep ourselves, our families, and our communities healthy, and we sincerely hope everyone is able to resume their normal lives soon. Updates will continue to be posted with any new information, and please feel free to reach out to us with any questions.
Keep hanging in there everyone!
— The CandleScience Team