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Trio of Candles

Frequently Ask Questions

You Asked, We Answered

Looking for more info about one of our products, or a pending order? Check out our list of frequently asked questions below for some quick answers. If you can’t find the answer, use contact support.

  • What are your customer service hours?
    For chat support: Monday-Friday 8:00 AM - 5:00 PM EST Saturday 10:00 AM - 4:00 PM EST Sunday 12:00 PM - 4:00 PM EST For phone support: Monday-Friday 8:00 AM - 7:00 PM EST Saturday 10:00 AM - 6:00 PM EST Sunday 12:00 PM - 4:00 PM EST
  • Does it cost anything to become a member?
    No, membership is free.
  • Why should I become a member?
    When you become a CreepingScents member you will receive our monthly newsletter, weekly sales alert, discounts, and loyalty points.
  • How do I earn points?
    You may receive points using various methods. Please see our full list here.
  • Can I redeem my points if I am not a member?
    You are not able to redeem points as a non-member.
  • When do my points expire?
    Your points will not expire as long as your account stays "active". "Active" means that you earn points on purchases at least once in a 12-month period.
  • I do not see my points for the bonus sale
    For all bonus reward sales please allow up to 24 hours for your bonus points to reflect on your account.
  • I did not receive my points after 24 hours
    Please reach out to us to make it right. Contact us.
  • How can I check my points balance?
    Sign into our website, click your Account Page and click My Rewards.
  • What happens to my points if I return or cancel my purchase?
    If you return or cancel your purchase, the points you received for that purchase will be deducted from your CreepingScents Loyalty Program account in the month the return or cancelation is made. This could result in a negative balance in your rewards account.
  • What rewards can I redeem?
    Please visit our rewards details for more information.
  • Do you accept custom and/or bulk orders?
    Yes, please see our store polices for more information.
  • Can I order products for private label?
    Yes. Our we began private labels as of March 1, 2022. Please send us your request here.
  • I need help, how may I contact CreepingScents?
    We have serveral ways for you to contact us. You may contact support, e-mail us, call us, and/or send us a message using our chat.
  • Do you offer free samples?
    Yes, we offer free samples. However, customers must pay for the shipping. Please see our custom order to request a sample
  • How can I view the products in person?
    You can sign up for our newsletter or sign up for our events to find out when we will be at Craft shows, Pop-up shops, Fairs, or you may request a sample to try our products. For samples please use our custom order form.
  • Where can I leave a review?
    You may leave us a review through our site, google, or social media page.
  • Why is my review not verified but another customer is verified?
    You will only see "verified" by making purchases through our site. If you purchased our products from the local stores, Pop-up events, classes, or social media it will not show as verified on the website. But you can still leave a review if you chose to. Thank you for leaving a review. ❤️
  • Where are you located?
    Kentucky, USA
  • What are the payment options?
    Apple Pay, Pay Pal, Debit/Credit Cards, and Cash.
  • What kind of wax are used in the candles?
    Soy wax however, some speciality candles are created with gel and coconut wax.
  • What oils are used in the candle?
    Organic oils
  • Can I customize my candle?
    Yes, you may contact us by sending a message, e-mail or submitting a price quote.
  • What type of soaps do you make?
    We make soaps for normal and sensitive skin.
  • Can I return my item for a refund?
    Yes, you may, please see our store policies for more information
  • What should I do if my item is damage when I receive it?
    Please contact us and we will ship you a new candle or process a refund.
  • Do you offer free shipping?
    Free shipping is available for all orders over $35. You may also sign up as a member of our site to receive discounts such as; free shipping.
  • Do you offer same day delivery?
    Yes. For local Kentucky residents only. See our shipping section for more information.
  • Why does some of the products state "ships out 5 or more days"?"
    Our shop creates natural handmade items and some items may take longer to process.
  • What if I order a GREEN item that ships out in 7 days and I decide I no longer want it?
    You may cancel your order and you will be refunded through your original form of payment. You may also contact us to cancel your order and refund your payment.
  • Do you ship internationally?
    We only ship internationally with a price quote and invoice established. If you are interested in our products please send us a message.
  • What are our steps for shipping internationally?
    For all international shipping: Step 1 : Let us know your needs by reaching out - you may contact us, send us an e-mail, message us through our site, or call us. Step 2: Once we receive your message we will send you a price quote. Step 3: If you agree/accept the price quote we will e-mail you an invoice. Step 4: After the invoice is paid, we will process your goods and ship them to you. Step 5: We will maintain communication with you during the enitre shipping and receiving process. Step 6: You will have up to 30 days after receiving the goods to inspect, and let us know if you have any issues. Note: All orders will be provided with tracking information.
  • What is veteran wellness?
    Our veteran wellness is our program to support veterans. Our program involves creating specific products for veterans located in the nursing home and homeless shelters.
  • How may I support the Veteran Wellness Program?
    You may support our program by purchasing specific items such as wick-less candles, or sachets. Each product retains twenty-five percent to the program. You may also double your support by purchasing our wick-less candles for our Match-It Candle program.
  • What is the Match-It Program?
    Our Match-It Program is part of our Veteran Wellness Program. When a customer purchase a wick-less candle we Match-It by providing a free candle of the same shape, color, and scent to a veteran on our list. We will not be able to provide the information for the veteran due to respect for their privacy. However, we will send you a thank you postcard and provide you with a follow-up e-mail once we hand deliver the free candle.
  • How can I support without buying an item?
    Currently, we do not accept donations for our program however you may reach out to us if you are interested in volunteering.
  • How do I receive a veteran discount?
    To receive a veteran discount you need to be a CreepingScents member. Our current verification process is based on your honesty and integrity.

Let us know what you need and we’ll do our best to assist you.

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