Covid-19 Updates

April 20, 2022: Warehouse Pickups Reopen

Order pickups at both our Durham, NC and Sparks, NV warehouses are now available.

Orders of $50+ are eligible for pickup, and will be ready the next business day. More details on how to select the pickup option and collect your order at our warehouses can be found here.

September 23, 2021: Order Pickups Remain Closed

In order to get through the busiest time of year for both makers and suppliers, pickups will remain closed through the rest of 2021. We know warehouse pickups are a valuable service for our local customers, and we can’t express how much we appreciate your patience as we plan for reopening.

Over the last year and a half, our primary focus has been on the safety of our staff and customers while shipping orders as quickly as possible. In addition to the ever-present need to maintain a safe environment for all, the main challenge we’re currently facing is adequate staffing at both our Durham, North Carolina and Sparks, Nevada warehouses. Order pickups require dedicated staff to run efficiently, and unfortunately we—like so many other businesses right now—are facing a shortage of staff. The moment it becomes feasible to resume pickups without compromising our shipping speed and other warehouse operations, we will be ready to reopen. 

March 17, 2021: Shipping Improvements, Stock Updates

After the rush of the holidays, we are seeing fewer carrier delays and improved shipping times.

Stock availability remains a challenge with certain products. With manufacturers still operating at reduced capacity and the increased demand for supplies, there is a bit of an industry and supplier-wide shortage. Our ordering and logistics teams are doing everything possible to get our stock levels back to something like normal. Thank you for hanging in there with us!

Pickups remain suspended at our NC and NV warehouses. Once we have a solid plan in place for resuming pickups without compromising our operational efficiency and the safety of our staff and customers, we will spread the word. Your patience is greatly appreciated and we look forward to being able to hand you your orders in person once again!

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.

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, 2020: 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