Technical Support-Bitter Creek Candle Supply

Technical Support

Technical Support
Help & advice on using our products!

For general candlemaking problems, check this Troubleshooting Guide first: Click Here
For some basic definitions, go to The Dictionary of Candlemaking Terms
Courtesy of The Candle Cauldron "

WICK HELP:	For info on choosing wicks for your candles, please make use of the charts on our Wick pages. We also strongly recommend trying our wick sample kits to experiment and test burn. *Due to the many variables and materials in candlemaking, we cannot guarantee a certain type or size of wick to work in your application, so we prefer not to make specific recommendations aside from the info we provide on our site. Please try a sample kit and test burn to determine what works best for you! If you want to see what wicks are working for other candlemakers, try the Pick-a-Wick Database!
WAX HELP:	For info on choosing a wax for your candles, please refer to the Wax section of our site. There are many types of waxes to choose from, and much of the choice is up to personal preference. So we recommend trying a sample slab of different types to determine which wax you like best. Each different wax has a pop-up info page that gives you everything you could want to know about that particular wax, including technical info and usage advice. Just click on the links and print the info pages for your reference!
GEL CANDLE HELP:	For info on making Gel Candles, please visit www.gelcandlemaking.com. This site will give you all of the info you need to make safe Gel Candles, including how to test for polarity, etc. Please read thru this site completely before experimenting with Gel, and then if you still have questions, contact us!

If you still couldn't find the answers you need, try our helpful tech support team!

E-Mail	Please fill out the e-mail form completely! We need this information in order to troubleshoot your problem. Using this form will help us to understand your question and assist you better! E-mails are usually answered within 24 hours. May vary depending on busy season, etc.
Online Chat � �	Can't wait for an e-mail reply? Use our Live Help feature to chat live online with one of our operators right now! At least one site operator is usually online during regular business hours, ready to help! Our site operators can help you find things on our site, answer general info questions, or even help you with your tech support questions on candle and soapmaking! Help is sometimes online even after hours and on weekends! *Please Note: Our tech support operators are in a different location and cannot check on your order status. Please contact the office by phone or e-mail for ordering or stock questions.
By Phone	If your question or problem is too difficult to explain by e-mail, free phone support is available! If you need to reach someone right away, dial (715) 209-4802 . Most times during business hours you should be able to reach our remote tech at that number. If no one is able to answer your call, please leave a detailed message with your product question or problem you're having, and leave your full name and daytime phone number to contact you. Your message will be routed to the appropriate technician who can best help with your question, and they will return your call as quickly as possible!

If you are a new candlemaker and need beginner info or advice, we suggest a trip to The Candle Cauldron site. There you can start by reading up on the basics and learn a few tips from other candlemakers, both new and advanced! We also carry several helpful books on candle and soapmaking for beginners. You are always welcome to write to us using our E-mail form above if you can't find the info or advice you needed, and we will try our best to get back to you and help out as soon as possible! Thanks :)