Here are some of the most commonly asked questions about shipping.
Q: Why does my case of wax ship in its own box?
A: We ship our cases of soy, paraffin, and coconut wax in the same boxes the manufacturer ships them. Since these cases of wax are very heavy, it is more economical to ship them in their own box especially since shipping companies like FedEx and UPS now tack on an additional handling fee of about $25 for any package weighing 50 lbs or more.
Q: My order should be shipping in more than one box, why do I only have one tracking number?
A: FedEx uses a "master" tracking number for all packages on a shipment but each box should have its own tracking number as well. If you go to www.fedex.com and enter your master tracking number it will show you the tracking info for that whole shipment. You can click on "see full details" to see the tracking information for each package.
Q: What are your shipping prices?
A: Shipping charges are based on the weight of the package being shipped and the destination zip code. If you are curious what your shipping charges will be, you can add the item(s) you want to your shopping cart, view your cart, enter your state and zip code, click "Get Estimate" and eligible shipping options will display. Depending on the contents of your cart, shipping charges could be displayed for FedEx Ground, FedEx Home Delivery, FedEx 2 Day, FedEx Standard Overnight, FedEx Freight LTL, USPS Small Flat Rate, USPS Regional Rate Box A or Regional Rate Box B as applicable. You are able to alter your cart as many times as you like to see what shipping charges might be. You can select your preferred method of shipping in your cart so the total will be displayed, and you will still have the option to change it during the checkout process if you wish.
Q: Why are the shipping charges so much when I am only ordering one item?
A: There is a base charge that FedEx has for making the trip to deliver a package. As you add items to that same package, the shipping will not greatly increase. For instance, if you are shipping a one pound package to zip code 86503 in Arizona, shipping charges for FedEx Ground service would be $11.53. If you were to add items to the box to increase it to five pounds, the shipping would be $13.64. If you are sampling fragrances, that would be the difference in ordering 3 - 1 ounce samples in the 1 pound box or 25 - 1 ounce samples in the 5 pound box. It will always help reduce your overall shipping costs if you can consolidate your orders as much as possible.
Q: How can I track my order?
A: First, sign in to your account using the 'SIGN IN' link at the top right of the page. From the options on the left, select 'Account Dashboard' or 'My Orders.' Follow the 'View Order' link for the order you would like to track. Then select the 'Order Shipments' tab. You can use the 'Track this shipment' link on the right side of the screen, or simply click the tracking number for your order.
Q: I have placed an order and still can’t track it. When will that information be available?
A: Tracking information will not be available through FedEx until your order has been pulled, packed, and a shipping label has been created. If your order is showing " shipment information sent to FedEx," that means we have readied your order for shipment, but FedEx does not yet have it in their possession.
Q: Can my order be shipped in a box without your company logo?
A: All of our boxes do have our logo on them. We are not able to ship your order in a box without our logo because we do not have any. However, we can offer to cover the logo for you if requested. If this is something you require, please call customer service at 1-800-929-9425 to place your order over the phone.
Q: Can I place an order and have it shipped to an alternate address?
A: We are able to ship your order to an address other than the billing address. This option will be available during checkout.
Q: When will I receive my order?
A: This question is answered in detail on our Shipping Information page.
Q: Do you ship internationally?
A: We only ship to the United States (all 50 states), Canada and military addresses (such as APO boxes.)
Q: What carriers do you use for shipping?
A: FedEx is used as our main shipping method. You are able to select FedEx Ground, Home Delivery or expedited shipping method in the cart and during checkout.
We also ship by US Postal Service for some orders as well. To be eligible for USPS shipping, the items on your order must fit into a Small Flat Rate Box, Regional Rate Box A or Regional Rate Box B. For our customers located in Alaska, Hawaii, Canada, or at a military address, you may request shipping by USPS by phone for any order (except pallet quantities.)
If your order requires LTL shipping, that is quoted in the cart and checkout process as well. Our FedEx Freight LTL shipping rates are extremely competitive due to the significant discount we receive and we pass these savings on to you.
Q: What is the difference in FedEx Ground and Home Delivery?
A: FedEx offers two different ground transit services - Ground and Home Delivery. The transit times for them are identical. The main difference is the days that deliveries are made. FedEx Ground packages are delivered Monday through Friday, and FedEx Home Delivery packages are delivered Tuesday through Saturday. FedEx Home Delivery is only available to residential addresses.
If you are in a two day transit time from us and place an order on Thursday, a FedEx Ground delivery would arrive on Monday, and a FedEx Home Delivery shipment would arrive Saturday. If you are in a two day transit time and place an order on Friday, either service would deliver on Tuesday.
Q: Do you offer a shipping discount for high weight shipments?
A: Shipping charges on all packages receive a significant discount over list rates, but there will be an additional discount when the total weight of the shipment reaches 250 pounds or more. When entering items into your cart, the weight of the current items will be displayed. The discounted shipping price will be displayed when you calculate the shipping charges in your cart. This can be a significant savings (around 30%), so make sure to check the savings if the weight of your order is close to qualifying.
Q: Do you offer pallet shipping by LTL (Less Than Truckload)?
A: Yes, we ship LTL every day on many orders. LTL is a viable option for substantial shipping savings if your order is around 300 lbs or more. We are able to ship LTL to both commercial and residential addresses. Shipping charges for this method are calculated automatically in the cart and during checkout after entering your state and zip code. The charge for a lift gate, if applicable, does not get added to the shipping total until checkout. The LTL carrier we partner with is FedEx Freight. They are extremely reliable, we have been with them for many years, and we get great discounts that we pass along to you for additional savings. Many of our heavy items such as a pallet of wax, a pallet of jars, or perhaps a mixed pallet of several items ship LTL and the savings is substantial.
Q: Will shipping charges on a pallet quantity be calculated correctly in the shopping cart?
A: Shipping charges calculated on pallet quantities are correct. During checkout, you will have the option to add a lift gate if required. Depending on the shipping method you choose, there may be an extra fee for the lift gate that is not shown in the cart.
Q: Can I use my choice of carrier for LTL shipments?
A: We use FedEx Freight because we have very good discounts set up with them. We pass these savings on to our customers. If you have a carrier that you normally use and you would like to schedule the pick up, you are welcome to do so. If you choose to schedule it yourself, you will need to provide us with a completed bill of lading, and we can let you know when the shipment will be ready for pick up.