Welcome to Bitter Creek... Where Creativity Flows
42212 County Hwy. E ~ Ashland, WI 54806
Call Toll Free: 877-635-8929! (715-278-3900)
Site last updated: 4/25/2017 Current average order processing time: 1-2 business days
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  • Wholesale Prices!
  • No Minimum Order!
  • No Tax I.D. Required!
  • Fast Shipping!
  • Secure Online Ordering!
  • Friendly Service!
  • Free Tech Support!

Company Policies

1. Minimum Order

We do not require a minimum order to purchase, and we charge no handling fees. Actual shipping charges will be added to each order as well as any necessary shipping insurance.

2. Ordering

Orders may be placed 24 hours a day through our secure online shopping cart. You may also order by phone during business hours (please do not leave orders on the voice mail system) if you prefer.

If sending payment with order via USPS, please call ahead for your total with shipping. We will need to verify the weight to ensure the shipping total quoted is correct. The shopping cart is only an estimate.

Rush orders will be charged a $15.00 rush fee in addition to shipping charges, and are shipped same day if received
before
12:00 pm (noon) Central Time. We cannot guarantee online orders to go out same day in all cases. If you need it rushed, you must call in your order!

When ordering, please have your order ready, and make sure it is complete. Since orders are processed immediately, once your order is placed it cannot be changed! Any additions will treated as a new order and will be shipped separately. Please refer to the web site pages when ordering, and give the product name & item number for each item being ordered. Make sure to relate any special shipping instructions at time of order. Credit card orders ship out as soon as they are processed.

The shopping cart only gives estimated shipping. If the shipping total is $15.00 over the estimated total we will call you to get approval to ship out your order. If under the $15.00 we will just ship the order. If choosing USPS and your order does not fit in that box it will be packaged in the next size USPS box or sent by
UPS or FedEX. PayPal orders must wait for a payment request e-mail, and once the request is approved they are shipped.

Payment by mail orders ship once we receive payment. Hold for payment orders must be paid with a Money Order or Certified Cashier's Check. Once order is placed we will process and give total with shipping. The order will be packed and held until payment arrives. We can only hold packages for 2 weeks, at which time they will be unpacked and returned to stock. Unclaimed orders will be billed a 15% restocking fee.

We are not responsible for any delays due to credit card declines, or Pay-pal approvals.

3. Local Orders

Local orders can be picked up at our office during business hours Tuesday thru Friday. The order must be placed ahead of time, and we must have at least 48 business hours notice.

All local credit card orders must be picked up by the person ordering, and the credit card must be brought in for us to scan and charge slip must be signed when the order is picked up.

All orders picked up locally must be charged
Wisconsin tax unless we are provided with a copy of your Wisconsin tax ID certificate at the time of the order.

We do not have a retail location or a shop, the office is for pick ups only and cannot take walk-in orders. We do have a display of fragrance samples set up for sniffing though.

4. Busy Season

Our busy season usually runs from August through December. During this time, orders may take longer to process and ship, sometimes anywhere from 2 to 4 business days. We cannot hold orders for out of stock items during busy season.

Rush orders will be charged a $15.00 rush fee in addition to shipping charges, and are shipped same day if received before
12:00pm (noon) Central Time. We cannot guarantee online orders to go out same day in all cases. If you need it rushed, you must call in your order!

Special order bulk fragrances may take 3 weeks to arrive in our warehouse during this time, so please place your special orders plenty in advance! Large orders may require a deposit, and cannot be cancelled.

5. Credit Cards

The name on the credit card must match the name on your account, and the address must match the billing address of your credit card. If the shipping address is not the same as the credit card billing address, please note this when ordering.

If your card is a debit card, please specify if you will need to be contacted with your total charges so you can enter that in your checkbook ledger.

In order to prevent mix ups and to protect against fraud, we no longer keep credit card numbers on file in our shopping cart or in the office, so you will need to give your number each time you order.

6. Checks

Sorry, we do not accept regular bank checks. We accept certified checks and money orders only and they must be from U.S. Banks. It may take 10-14 days for them to clear.

7. Terms

All orders must be pre-paid before shipping. We do not offer any credit terms. Government P.O.'s are accepted.

8. Availability / Stock / Backorders

We make every attempt to keep all products in stock, but we can not guarantee their availability. Out of stock items will not be back ordered. If any items are out of stock, we will attempt to contact you by e-mail or phone for instructions. At that time you will be given options of choosing alternate items or canceling those items.

If we cannot contact you before the end of the next business day, your order will be shipped without those items and you will need to re-order them at a later date. We will be happy to add you to a waiting list and notify you when those items come in so you can re-order.

We cannot be held responsible for any situation that may arise due to an item being out of stock. Items that need to be special ordered, such as bulk fragrances, etc. may require a deposit and cannot be cancelled. Please allow ample time for special orders to arrive.

9. Shipping

UPS/Fedex: We do not ship C.O.D. All orders in the continental United States and Canada are shipped UPS or FedEx ground.

Rush orders will be charged a $15.00 rush fee in addition to shipping charges, and are shipped same day if received before
12:00pm (noon) Central Time. We cannot guarantee online orders to go out same day in all cases. If you need it rushed, you must call in your order!

Shipping rates are based on the weight of the packaged order. Insurance is automatically added to boxes with a dollar value of over $100.00. Ground orders are not guaranteed by a certain day, and therefore cannot be reimbursed for if late. Rush orders will be charged the current UPS or FedEx rates on specified method (Next Day, 2nd Day, 3rd Day, or Next Day Saturday Delivery) plus a $10.00 rush service charge. You may use your order number (invoice #) to get the status update on your order on our website.

Multiple box shipments sometimes arrive a day apart. Give the packages at least 1 extra day to arrive before calling for a tracer.

CANADIAN: Please be aware that additional charges will be assessed by customs at the border, including GST taxes and
UPS or FedEx brokerage fees. We cannot estimate these fees prior to shipping. If you choose USPS (mail) instead, your order will ship in the order as it is received as our mail ships in the early AM.

POSTAL: We offer Postal shipping only to insurable areas inside & outside the continental
United States. We automatically add postal insurance to all orders over $50.00 International orders are always insured no matter the dollar amount. There is a 21 business day waiting period before a tracer or claim can be placed on the package if insured or 30 business days if it was not insured per the post office.

FREIGHT CARRIERS: Delivery by trucking company can be arranged on larger orders, call for quotes. If you prefer, you are welcome to arrange for your own freight company to pick up your order instead.

10. Delivery

See our shipping page for the estimated UPS & FedEx ship time to your area. Please do not miss your delivery. If the carrier is unable to make delivery for any circumstance other than our error, you will be responsible for the cost of re-shipping your package. Any packages returned to us due to customer refusing delivery will be billed for the shipping charges incurred, plus a 15% restocking fee unless refused due to an error on our part.

11. Damaged Shipments

If your package does not arrive in acceptable condition, Do Not Accept it from the carrier. Contact UPS at 1-800-742-5877 IMMEDIATELY if there is any damage, spillage or breakage. All packages leave our warehouse in good condition. Our responsibility ceases upon delivery of our goods to the carrier. You must get a Claim number from the carrier.

12. Returns

The following merchandise is not returnable under any circumstances, unless shipped by error on our part. This includes: Fragrance Oils, Soap Bases, Bath-n-Body Bases, Liquid Dyes, Mineral Oil, Petrolatum, All Waxes & Gels, Wicks, Stearic Acid, Mica Powders, Cosmetic Glitters, Jojoba Meal, Flavor Oils, Books, Starter Kits, etc.

The following items are not returnable if used or partially used: Dye Blocks, Oil Wicks, Mold Sealer, Labels and any Packaging Supplies or Containers that have been filled/used.

This policy is for your own benefit and protection and so we can ensure the high quality of our products. With this policy in effect, you can rest assured that the products you buy from us have not been contaminated by any outside sources. All other merchandise returns accepted only within 15 days of receipt. Returns must be approved, please call or e-mail returns@candlesupply.com for authorization.

Unless our error, a 15% restocking fee will apply to all returns to cover any re-packaging costs, credit card fees and labor incurred. All returns must include a completed return form with the original invoice number and reason for return. Merchandise must be received in proper packaging and in good condition to be accepted. If items are not received in resalable condition they may not be accepted.

Unless it’s due to an error on our part, the customer is responsible for shipping charges on all returns. In-store credit only, no cash refunds are given unless shipment was our error. Do not send new orders with returned items for an exchange! Doing so might delay your order, as returns are unpacked in the order they are received. You will be notified when we receive your return, and then you can use that store credit on a new order.

13. Specials / Sales

No substitutes are given on sale items. Sample specials are limit one per type. If any sale items are out of stock, no rain check will be given.

14. Satisfaction Guarantee

We want you to be satisfied with your purchases, and will do our very best to accommodate you in every way we can. If you are not satisfied with a purchase, you may return it for an in-store credit towards your next order (excluding all non-returnable items as mentioned above).

Fragrance oils are not returnable due to sanitary reasons for your protection, so we encourage you to take advantage of our 1oz. sample sizes. We cannot reimburse for materials used in testing products, such as fragrance oils, wax, or any other candle or soap supplies. Testing is a necessary part of candlemaking, and is the responsibility of the consumer.

15. Wholesale

We do not require a tax ID# or business license unless you are in the state of Wisconsin. The prices listed on our product pages are wholesale, and we offer several price breaks on larger quantity purchases on our Bulk Buys page. If you are interested in even larger quantities, or special order items, please feel free to contact us.

16. Warranties

Bitter Creek Candle Supply, Inc. makes no warranties, expressed or implied, as to the suitability of any certain product for use in secondary products or the actual results of its use in any such products. BCCSI expressly disclaims any and all liability resulting from the use of these products in any secondary products produced thereby. We have not tested every possible combination or formulation that can be made with the huge variety of products we carry. Nor can we test each new batch or lot that comes in.

Although our products are usually consistent in quality, it is common in our industry for occasional variances to occur in products such as waxes and fragrances, therefore slight adjustments to your formulas or methods may be needed at times. Any instructions, directions or tips given on this site are strictly for informational purposes and are only helpful guidelines to be used as a starting point.

This information is provided without warranty of any kind or fitness for a particular use or purpose. Customers are encouraged to experiment and conduct their own tests, as they are responsible and liable for any products they manufacture. Read all labels, spec sheets and MSDS Sheets.

17. Privacy

At Bitter Creek we care about your privacy and security! In order to protect you from credit card theft or fraud, we've installed a secure online shopping cart system. All orders submitted through the cart are digitally encrypted to ensure that as they travel through the internet they cannot be viewed by any outside party. When you see either a solid key icon or a locked padlock icon at the lower portion of your browser window, that means the site is secured through Secure Sockets Layer (SSL). We use the latest encryption technologies when transferring and receiving your personal information through our site.


We do not print your credit card number on your invoice, so if your shipments are ever lost or damaged in transit or are somehow delivered to the wrong address, your card number will not end up in someone else's hand! Your e-mail address and phone number is used for several purposes. Our shopping cart system will send you an order confirmation e-mail, and once your order ships our shipping system will send you a ship notification e-mail. During order processing, we may need to contact you by e-mail or by phone if we have questions about your order. We may periodically send you e-mail about new products and services, discounts, special promotions or upcoming events. The information you provide us is for our use only. We will never sell or disclose your e-mail address, phone number or any personal information to other sources!

 
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