Frequently Asked Questions
Can I make changes to my order after it has been placed?
If you let us know ASAP, we will try to accomodate you, but we cannot make any guarantees. If your order has already been shipped you will not be able to make any changes.
How do I know if my order has been received and is being processed?
Once you place your order, you will receive an email that your order has been placed.
For custom orders, we will reply to you within 1 to 3 business days about your order.
How long does it take to process my order?
For regular orders, the processing time is between 1 to 2 business days. For custom orders, this may vary significantly depending on your order. Contact us for more information.
How do I track my order?
You will receive an email with your tracking information once your order has been shipped.
How do I request a custom order?
Use our contact form to message us about your custom order. In your message, please include what product you'd like and what your requirements are.
Can I get a quote for a custom order before placing an order?
Before we start working on your custom order, we will provide you with a quote.
How long does it take to receive a quote for a custom order?
This will vary depending on the complexity of the custom order. Expect at least 1 to 3 business days to receive your quote.
Do you charge extra for custom orders?
There is an additional cost for custom orders compared to our regular products.
For custom concrete colours, the cost is $10 to determine your blend of pigments. This is a one-time fee for that particular colour.
For other custom orders, there is a design fee that will vary based on complexity of the order.
We do offer bulk discounts on custom orders.
Can I cancel a custom order?
You may cancel your custom order. If we did not start your order yet, you will receive a full refund.
If your order is in progress, you will forfeit any refund.
What information do I need to provide for a custom order?
Please specify the product you'd like. Ex. candle, vessel, sign, coaster, etc.
Provide a description of the changes you'd like made to your order in comparison to the products we offer.
Specify the quantity that you would like.
Provide images to help clarify your requirements.
Do you offer wholesale pricing?
If you are a vendor located in Canada who would like to carry our products, we can offer wholesale pricing on select products. Please contact us for more details.
How much does shipping cost?
The shipping cost varies based on your location and the weight of your package.
Do you offer free shipping?
We do offer free shipping on orders over $150.
Can I pickup my order instead of having it shipped?
No. We do not offer local pickup at this time.
Can I track my shipment?
Yes. You will be provided with a tracking number once your order has been shipped.
Can I change my shipping address or shipping method after I have placed my order?
If you notify us before the order has been shipped we can update your order with the new address.
You will receive a new invoice based on the new shipping address.
Can I ship to a different address than my billing address?
Yes. On the checkout page you can fill in separate addresses for shipping and billing.
What happens if my package is lost or damaged during shipping?
If your package is missing, please contact your courier.
If your item arrived damaged, send us a message using our contact form.
What should I do if I haven't received my package yet?
Please contact your courier about the status of your shipment.
Can you ship internationally?
We only offer shipping within Canada at this time.
If you're an international customer, you may use a third-party package forwarding service.
What is your return policy?
Please refer to our refund policy.
Can I return an item if I changed my mind?
If the item is in its original condition, and the order was delivered in the last 30 days, we will refund the item.
We do not offer refunds on the shipping cost.
What is your exchange policy?
At this time, we do not do exchanges.
How long do I have to return an item?
You can return an item within 30 days of the order being delivered.
How do I initiate a return?
Please send us a message via our contact form to initiate a return.
Do I need to pay for return shipping?
Yes. You will need to cover the shipping cost on the return.
Can I return an item that was purchased on sale?
Items that were purchased through a promotion or sale cannot be returned.
Can I return a custom order?
We do not offer returns on any custom orders.
Will I be charged a restocking fee for returning an item?
No, there are no fees for returning an item apart from shipping.
How should I care for my concrete items?
Concrete is heavy. Make sure to place your items on a stable surface.
Avoid knocking the item against hard surfaces or dropping as this can cause chipping or cracking.
Avoid harsh chemicals as they can damage the surface of the concrete.
Avoid scratching or staining unsealed concrete items.
Use a soft brush or microfiber cloth to clean dust and dirt.
If your concrete gets wet, allow it time to air dry.
Will my concrete have blemishes?
Yes, as this is a handmade product please expect your concrete items to have: splotches, swirls, discoloration, bubbles, small bumps, or other minor visual defects. This is what makes your concrete piece unique!
If you notice any kind of cracks in your item when you receive it please send us message using our contact form and we will send you a replacement.
Are the concrete items food safe?
Generally, concrete is food safe for dry items. Concrete is porous and will absorb any liquids that come in contact with it.
Concrete products that are sealed are more resistant and can hold liquids.
We highly discourage using our concrete pieces as cutting surfaces as this could damage the concrete and introduce particles of concrete into your food.
Please your discretion when using our concrete products with food.
What is Coco-Apricot wax?
Coco-Apricot Wax is a natural wax blend made from coconut wax, apricot wax, and food-grade paraffin wax.
It has a lower melting point than soy wax, resulting in a smoother texture. Compared to soy and beeswax, it burns cleaner and produces less soot.
The combination of coconut and apricot waxes creates a subtle, natural fragrance that blends well with essential oils and fragrance oils.
Do your fragrances contain any toxins?
We've made the utmost effort to select fragrances which are safe and toxin free.
All of our fragrance blends are free from toxins, carcinogens, mutagens, and phthalate. This is our commitment to your health and safety.
For more information, please refer to our fragrance supplier:
Are your fragrances made with essential oils?
Currently, we do not use essential oils in our candles at this time. If this is something you're interested in, please offer us your feedback.
What is meant by top, middle, and base notes?
Each of our fragrance blends is designed to consist of a unique combination of notes.
The top notes are the initial scents that are detected. They are typically light, fresh, and citrusy, and are designed to make a strong first impression.
The middle notes are the scents that become apparent after the top notes have evaporated. They are often floral or fruity scents, and are meant to provide the core of the fragrance.
Base notes are the deep, rich scents that provide the foundation of the fragrance. They are often musky or woody, and are designed to linger after the other scents have evaporated.