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FREQUENTLY ASKED QUESTIONS

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  • HOW LONG DOES SHIPPING TAKE?
    Order processing currently is taking 3-4 business days because of Holiday sale at this moment. Processing time will always be located on top of home page. Once those orders have been fulfilled processing time will be shorter. Shipping takes up to 4 business days or sooner depending upon the shipping method you choose. But standard is 1-4 days with usps....holidays are not included.
  • WHAT PAYMENT METHODS DO YOU ACCEPT?
    We glady accept all major debit and credit cards, pay pal, kandles by kash gift cards and klarna. **PLEASE NOTE THAT IF PAID WITH KLARNA THERE IS A 12 DAY DELAY NOT INCLUDING WEEKENDS TO RECEIVE PAYMENT FOR YOUR ORDER. ORDER WILL NOT BE PROCESSED UNTILL PAYMENT HAS BEEN RECEIVED BY KLARNA.
  • HOW DO I TRACK MY ORDER?
    Tracking numbers are emailed after your order is done processing. It takes 3-5 days to process your order. Weekends and holidays are not included. In the rare case that you have not received a tracking number within 5 business days of placing your order please contact us. We try our best to get your order to you swiftly without complications.
  • WHAT DO I DO IF I WANT TO RETURN A PRODUCT?
    Unfortunately, at this time we are not able to offer any returns for any of our items due to the fact that we are not able to restock products that have been out of our hands. This regulation is in place for sanitary purposes and KBK and OBK does its very best to ensure the health and safety of our customers. We ask that you please carefully review all orders before checking out.
  • MY PACKAGE SAYS DELIVERED BUT I HAVE NOT RECEIVED IT?
    When this happens more than likely the package was marked as delivered accidentally and will arrive the following business day. In a rare case that it does not, Please contact USPS to resolve the issue or file a claim. All packages are insured. KANDLES BY KASH is not responsible for packages that have been delivered. We are not responsible for packages once they are out of our hand and the carrier has received it. To ensure you receive your package please track your order and be available to receive on the set date.
  • WHAT DO I DO IF MY PACKAGE WAS RETURNED TO THE SENDER?
    If your package was returned to us after an attempted delivery you have 2 options. OPTION 1: We can send the package back to you but you will be responsible for covering the shipping fee. OPTION 2: We can refund you for the products you purchased but shipping fee WILL NOT be included in the refund.
  • CAN YOU UPDATE MY ADDRESS IF I ENTERED INCOMPLETE OR WRONG ADDRESS?
    No. If there is an error on the billing and/or shipping information that you have provided, we reserve the right to cancel your order and issue a refund. Please allow 7-10 business days for the refund to process. Please contact your financial institution for more details on when you will see the funds reflect back into your account.
  • I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
    In the rare event that the item you received is not in pristine condition, we deeply apologize. Please contact our team info@kandlesbykash.com with a photo of the damage before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner.
  • MY PACKAGE WAS LOST/STOLEN
    We ship with FedEx, Ups and Usps. Once the package has left our facility, Kandles By Kash cannot be held accountable for lost, stolen or mis-delivered packages. However, we want you to have the best possible experience with our company. First contact the carrier that is responsible for your package and see if they are able to help and locate package if lost. If they are unable to assist we can file a claim on your behalf for missing package. Please send us a email at Info@kandlesbykash.com describing the situation.
  • IF I HAVE A LARGE ORDER IS PROCESSING TIME STILL THE SAME?
    If your order is more than $200 than there will be additional days up to 10 added to regular processing time as stated on website, as a large order can fall under wholesale and more time is needed to fulfill. For a specific time period on shipment for large orders you may reach out via website or contact Info@kandlesbykash.com prior to ordering to get a estimate.
  • DO YOU HAVE A QUESTION THAT DOES NOT APPEAR IN OUR FAQ?
    Please email us at Info@KandlesByKash.com
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