Shop Policies
Thank you for supporting our small business. Please review the policies below before placing your order.
🚚 Shipping Policy
All orders are processed within 5-7 business days. Because our products are handmade and carefully packaged, processing times may vary during busy periods.
Important: We are not responsible for delays caused by carriers, weather, or incorrect addresses provided at checkout.
🕯️ Candle Safety & Heat Disclaimer
Our candles are made with quality wax and fragrance oils. Please always burn candles on a heat-safe surface and never leave them unattended.
- Trim wick to 1/4 inch before each use
- Do not burn for more than 3–4 hours at a time
- Keep away from children, pets, and flammable materials
- Wax may melt during transit in hot temperatures
- All products are handmade, so slight variations in color, scent, and appearance are normal.
- For more information on candle safety, please visit our Candle Care Guide
We are not responsible for damage caused by improper use.
🌸 Wax Melt Policy
Wax melts are highly scented and designed for wax warmers only. Do not add water or other substances.
- Use only in approved wax warmers
- Do not overfill warmer dish
- Allow wax to fully cool before removing or replacing
- Wax may melt during transit in hot temperatures
- All products are handmade, so slight variations in color, scent, and appearance are normal.
Melting performance may vary based on warmer type and room size.
🌿 Incense Policy
Incense should always be burned in a well-ventilated area using a proper incense holder.
- Never leave burning incense unattended
- Keep away from drafts, curtains, and pets
- Place on heat-resistant surface only
- All products are handmade, so slight variations in color, scent, and appearance are normal.
🔄 Returns & Refunds
Due to the nature of our products, all sales are final. We do not accept returns or exchanges.
If your order arrives damaged:
- Contact us within 48 hours of delivery
- Include photos of the item and packaging
Approved claims will be replaced or refunded.
📦 Damaged or Lost Packages
If your package is lost or damaged in transit, please contact us. We will work with the carrier to resolve the issue, but we cannot guarantee replacement for carrier-delayed shipments.
💳 Payment Policy
We accept secure payments through WooCommerce-supported methods including credit/debit cards, PayPal, Apple Pay, Google Pay, and Square. We do not accept checks or money orders.
🔐 Privacy Policy
Your personal information is used only to process and ship your order or to send you newsletters. We do not sell or share your data.
📩 Contact Us
If you have any questions about your order or our products, email me at Angela@TonshiMountain.com or send me a message on Facebook or Instagram.