home > faq
faq

Frequently Asked Product Questions

 

What is the best way to burn a Capri Blue candle? 

Begin by trimming the wick to ¼” prior to lighting. When lighting for the first time, the candle will need to burn until the entire top of the candle is melted, which can take 5-6 hours. Extinguish when finished and let the candle completely cool before relighting. Always trim the wick before relighting to help cut down smoking and large flame. Do not allow wick trimmings to accumulate in melted wax pool. Do not burn lower than ½” from the bottom of the container to prevent glass breakage.

 

Is it safe to burn candles in a house with children?

While being monitored, absolutely! Safety, including issues such as children’s health, is a top priority for National Candle Association members. That is why our organization has adopted a voluntary ban on lead wicks and supports the removal of candles with lead wicks from store shelves.

When used properly, candles are safe. Listed below are simple steps to ensure candles are used correctly:

·      Keep wicks trimmed to 1/8” to 1/4”. Remove wick trimmings and do not allow match pieces to other debris to fall in the candle.

·      Keep candles away from vents and strong drafts.

·      Never leave a burning candle unattended.

 

Why are there inconsistencies in the wax and jars?

All of our candles are hand poured and our jars are handmade from recycled glass. Therefore, each piece is individual and may vary in color.

 

What is a "fragrance mushroom"?

While burning, our candlewicks may develop a black “fragrance mushroom.” The high volume of custom-blended fragrance and essential oils causes this fragrance mushroom. Our natural soy wax blend has a low natural oil content, allowing them to fully absorb 2-3 times more fragrance oil than most candles – leaving the surface oil-free while ensuring superb scent ‘throw’ while burning. The wick works like a straw while the candle is burning, drawing the fragrance and essential oils through the wax and releasing the fragrance into the air. Our fragrance mushroom is a constant reminder to you of our high levels of fragrance, and a symbol of our dedication to quality and your enjoyment. When a fragrance mushroom forms, gently blow out the flame, let cool, trim the wick to ¼” and relight. As with any candle, without the simple attention of keeping the wick trimmed, the fragrance mushroom may create an oversized flame and cause smoke.

 

What are the warnings for candles? 

Candles are for adult use only. To prevent fire, keep any burning candle within sight.  Keep out of reach of children and pets.  Never burn a candle near anything that can catch fire.  Burn only on a stable and heat resistant surface. Do not burn on a heat-absorbing surface like glass or marble. All non-container candles must be burned in an appropriate container. Always remove all packaging from candle, and candle from all packaging before lighting. Keep out of drafts, and keep wick trimmed, or candle will smoke. If flame becomes too large, extinguish candle and trim wick. Do not touch, move or trim candle while hot. Discontinue use when wax is ½” from bottom. If burned further than ½” from bottom, molded and pillar candles may spill over or glass containers may break. No matter how good they smell, candles are not edible. We cannot be held responsible for damage caused by soot, smoke or fire. Please respect the fact that candles create their beauty using fire; burn carefully and enjoy! 

 

Do Capri Blue candles have lead wicks?

No! We have always used only American-made zinc core, paper core, or all cotton wicks in all of our candles. We test each new product to make certain that the best performing wick is used, to ensure soot-free, complete burning.

Our cored wicks are used where appropriate, to give the customer the advantage of an easy to light/re-light wick. When using a cotton wick, if the top of the candle liquefies and is blown out, the wick in some cases may submerge and it is necessary to “dig” to re-light the candles. These zinc wicks are 100% environmentally safe, and have no relationship to lead wicks. By using a zinc wick when needed, we ensure that the consumer will experience a longer burning and a more even burning candle. Capri Blue has never used lead wicks.

 

 

Frequently Asked Order Questions

At Capri Blue, our goal is your complete satisfaction. We are proud to offer the highest quality products and superior customer service. If you have questions regarding an order, please contact us at 800-748-9249.

 

Who do I contact regarding questions on my order?

During business hours, Monday-Friday 8:00 am - 5:00 pm CST, please contact Customer Service at 1-800-748-9249 or email sales@shopcapriblue.com. If you need assistance during non-business hours, please email us and we will get back to you within 2 business days.

 

What is your Return Policy?

 In the event of damage during shipping, please contact our customer service department within 3 days of receiving your purchase. Please be prepared to send photographs of damages.

Due to the nature of our products, all sales are final. We will replace broken items when possible or offer a replacement on items damaged during shipping. Returns, refunds or replacement products for reasons other than damage incurred during shipping cannot be accepted.

 

What if I place my order on a Holiday or weekend?

Orders placed on holidays and weekends will be processed within two business days.

 

What are your Shipping and Handling charges for Retail purchases?

Orders under $75 = $8 flat rate shipping

Orders over $75 = free shipping 


Wholesale shipping cost are based on weight of the shipment and determined at the time of shipping.

 

What are your Shipping and Handling charges for Wholesale purchases?

Shipping Information

- All orders ship from our facility in Starkville, Mississippi. Orders will be shipped via UPS Monday - Friday, except on major holidays.

- Shipping times vary depending on product availability.

- Due to the nature of our products, we try to limit the time spent in warmer climates, particularly in summer months. Candles simply do not survive shipping over a weekend during the height of summer. Capri Blue reserves the right to delay shipping without notice.

- Capri Blue will ship only to residential or business addresses, no P.O. Boxes. Please call customer service at 800-748-9249 to arrange alternative shipping options.

- Overnight shipping and two-day shipping may be available at an additional charge. Please contact customer service at 800-748-9249 to request expedited delivery.

- If shipped Ground, once shipped packages should be received within:

·      1-2 days for Southeast, KY and OH

·      2-3 days for Central and Eastern States (excluding New England)

·      4-5 days for Western States, New England, AK and HI

·      Alaska and Hawaii: A $15 surcharge will be added to the ground delivery charge. Unfortunately, we cannot ship overnight outside of the Continental U.S.

- Orders shipping to Canada will be charged 30% of the order total.­

- International orders and U.S. Territories: Capri Blue retail orders cannot be processed online. Please call our retail store at 800-819-7631, Monday- Saturday 10:00 am- 5:00 pm CST.

 

ORDER INFORMATION

When will my credit card be charged? 
Your card will be charged on the day you place your order. We make every attempt to send your order on the next business day after it is placed, but occasionally due to high order volume or backorders, this is not always possible. 


 

How will the charge appear on my credit card? 
The charge will appear on your credit card as: "DPM."

 

Do I have to pay sales tax?
Only orders shipping to Mississippi will pay the respecitve states' sale tax rate.

 

I need a copy of my invoice. 
Please Sign In to your account to access your order history

 

What address should I enter in the billing information screen? 
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial. 

 

How do I enter a shipping address? 
During checkout, select New Ship-To Address from the Ship-To drop down menu. Enter the address your package should be shipped to. 

 

Should I put spaces or dashes in the credit card number? 
No. Your card number should be entered as a continuous string of numbers.  

 

Why are you not accepting my credit card? 
There are many reasons for a failed credit card transaction. Your card may have expired, reached its limit or other technical difficulties. If you have problems placing your wholesale order, pleas contact our Customer Service Monday-Friday 8:00AM - 5:00 PM CST, at 800-748-9249. Please provide them with any error messages you may have received.  

If you are placing a retail order and your credit card is being declined, please check with your card issuer for more information.

 

Privacy Policy

Please be assured that as a Capri Blue customer and visitor to our site, we will not share your personal information with any other company or retailer. We use the personally identifiable information you provide for internal purposes, such as confirming and tracking your order, subscription or registration, analyzing trends and statistics, informing you of our new products, services and offers, and providing you with information from and about Capri Blue. Your personal information remains strictly confidential. Capri Blue does not resell any information about our customers to third parties. For your security, we do not store your credit card information. You will need to re-enter it each time you place a new order on our website.