FREQUENTLY ASKED QUESTIONS (FAQ)

Why is my candle not burning properly?
With proper use our all natural soy candles will burn clean and even. The first time you burn the candle, allow the pool of wax to extend to outside the rim of the jar to set its "memory." Each time you burn the candle, it will "remember" to burn out to the rim. Rule of thumb: Burn one hour for every inch of your candle's diameter. Keep wicks trimmed to 1/4" and centered. Trimming your wick is one of the most important tips we can share.  Extinguish the flame by dipping wick into the melted wax pool, then reposition. This will help eliminate smoking or "afterglow." 

I'm not happy with my product. What can I do?
The terms of our return policy can be viewed here: https://www.tobaccoroadsupply.com/refund-policy

 

My product arrived broken. What should I do?

We package our products as best we can, but we realize the shipping companies don't always treat them with care. In the unlikely event that your product arrives broken, please email us pictures at info@tobaccoroadsupply.com and we can replace the item for you. 

 

Do the candles ever melt during shipping?

As a matter of fact they can (and often do) melt during shipping in the hot summer months. To combat this, during the warmer months we pack our candles in insulated thermal pouches with gel ice packs. We take this added step at no extra cost to the buyer to ensure the candles arrive in perfect condition.