FAQs

CAN I PLACE A CUSTOM/WHOLESALE ORDER FOR CANDLES AND/OR SOAPS?

Absolutely! We welcome all orders and we will be happy to assist you with any custom or wholesale order you would like to place. Simply send us an email at: contactivorylane@gmail.com to get started.

DO YOU OFFER DELIVERY?

Yes, for local orders ONLY. Also, please keep in mind when ordering products such as body butters, candles, wax melts, lip balms, soaps, etc. that outside heat may cause melting. With that being said, please try ensure someone is there to receive your order! Ivory Lane Soap & Candle is NOT RESPONSIBLE FOR MELTED PRODUCTS!!

DO I NEED TO KEEP MY CANDLE WICKS TRIMMED TO 1/4" OF AN INCH?

Yes! In order to have a proper burn, candle wicks need to be trimmed to 1/4 of an inch above the top of the wax part of the candle (not the jar!). This is to make sure that the flame of the candle does not go above the top of the jar. However, this is also to prevent a ring of soot on the top of the jar, as well as to prevent fires!

WHY DOES MY CANDLE HAVE WAX BUILD UP ON THE EDGES OF THE JAR?

This is called tunneling. This occurs when a candle has not been burned long enough to form a proper wax pool from edge to edge. If your candle is tunneling, burn the candle for about 3 to 4 hours to allow it to correct itself. If it does not correct after 3 to 4 hours, continue to burn it in 3 to 4 hour increments until it does.

DO YOU OFFER EXCHANGES OR RETURNS?

We always want our customers to be happy with their orders. If for any reason you are not happy with your purchase, please contact us at contactivorylane@gmail.com. Unfortunately, we do not offer any returns or exchanges on products bought as "SALE" products.

CAN I SEND AN ITEM AS A GIFT?

Of course! Just be sure to send us an email with your order number or add a note to your order stating that it is a gift; that way, we can be sure not to include a sales receipt.

WHAT IS YOUR SHIPPING POLICY?

Please allow up to 3 business days for your order to be shipped out. Once we ship your order, you will get a notification via email that will include a tracking number. Please allow 24-48 hours from the time you get your initial shipping confirmation to track your package, as it can take a day or two to update.