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 costs. You WILL NOT be charged the estimated shipping total that is shown when you first place your order. Your final shipping cost is calculated once the office knows the exact box size and weight of your order, once it is packaged. If you would like to know your shipping cost before your form of payment is charged, simply write a note in the comment section when placing your order, and we will contact you before charging your payment. If the shipping total is
$15.00 over the estimated total we will call you to get approval to ship out
your order (If the product takes up a larger box than estimated, etc). 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.
**SHIPPING UPDATE 7/17/21** All FRAGRANCE orders of $100+ will automatically have FREE SHIPPING! This is valid on fragrance only - no exceptions. For example - If you place an order for $100+ in fragrances and include a 16oz bottle of dye, single package of dye chips, or any other item on the order, the dye or other items will be shipped separate and you will be charged for shipping for the dye and other items. **OFFER NOT VALID ON BUCKET QUANTITIES!**
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.
Orders are not able to be cancelled or added to after they are placed. Unclaimed or cancelled orders of any sort will be billed a restocking fee of 10% as of September 1st, 2020! No exceptions! For over 15+ years we applied a 15% fee, but have now lowered it to 10%.
restocking fee.
We are not responsible for any delays due to credit card declines, or Pay-pal approvals.
The Symbols ~~ or ** next to a fragrance oil indicates they can NOT be shipped UPS or FedEx Air methods due to the oil flashpoint. These oils can only be shipped Standard UPS Ground Methods. IF AN ORDER IS PLACED WITH FRAGRANCES CONTAINING ANY OF THESE TYPES OF OILS, with UPS or FEDEX AIR selected as the form of shipping, THE ORDER WILL BE SWITCHED OVER TO UPS GROUND shipping WITHOUT a 2nd notice. Be sure to plan accordingly to your desired shipping method!
*As of July 2019, we will not be shipping fragrance oils of any flash point via USPS. If you place an order that contains fragrance oils, you will not have the choice to ship via USPS. Thank you!
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!