top of page
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.

FAQ: FAQ
  • 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, monthly 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.
  • Do my points expire?
    Yes. Points expire after a 6-month period of inactivity.
  • 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 several ways for you to contact us. You may use our customer service section to send us a message. You may also use our chat bot feature and/or by phone.
  • How can I view the products in person?
    You may visit us at events. Check out our events.
  • 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 our Pop-up events, classes, or social media it will not show as verified on the website. Reviews are always welcomed. Thank you for leaving a review. ❤️
  • 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
  • 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 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 $45. You may also sign up as a member of our site to receive FREE shipping discounts.
  • 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 entire 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.
  • Do you have veteran discount?
    We do have veteran discounts! Our veteran discount is 15%.
  • What is Veteran Wellness?
    Veteran Wellness is a wellness program dedicated to support veterans with crafting. We instruct free crafting classes for veterans and their families throughout the year. We've also, created wick-less pillar candles for veterans in centers and shelters. Our wickless candles are part of our Match-It-With-A-Vet program. View here for more details.
  • What is the Match-It-With-A-Vet Program?
    Our Match-It-With-A-Vet Program is part of our Veteran Wellness Program. When a customer purchases 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 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.
  • How can I support without buying an item?
    We are always looking for volunteers. You may support our program by using our customer service form.

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

bottom of page