Commonly Asked Questions

How long do our Kandles burn for?

A small 7oz Kandle will burn for approximately 40-50 hours while a large 18oz Kandle will burn for approximately 90-110 hours. Please keep in mind that burn times may vary.

Why is my Kandle tunneling?

Tunneling can happen when your Kandle is lit for short periods of time. Be sure to always allow your Kandle to burn for long enough that it creates a full melt pool over top of the soy wax. Lighting for a few minutes at a time will cause a smaller melt pool to form, resulting in tunneling patterns.

Are our products safe for pets?

Yes, all ingredients used for our products are non-toxic, natural, and safe for both animals and people to be around!

What ingredients do we use for our Kandles and Kissy Melts?

To make our products, we use as little as possible, as natural as possible. See our “ingredients” page for more information.

Why isn’t my Kandle lighting?

While wooden wicks are great for our Mother Earth and provide a pleasant ambient experience, they can naturally be a bit trickier to light compared to traditional cotton wicks. If your Kandle is giving you a hard time lighting, please ensure that the wooden wick is being appropriately trimmed to 1/4 of an inch after each use, and free of ash. If the wick is too long or too short, it will not light. Wick trimming is important for a pleasant Kandle burning experience! If issues persist, check if any warm wax managed to lap over and harden on the wick, as this can lead to lighting troubles.

Do you offer local delivery?

Yes! We offer delivery to Carolina Forest Residents if requested, free of charge. Any areas outside of those bounds will be charged a delivery fee based on mileage and time. If you are seeking delivery and have questions, please contact us via email.

Textured top, or color separation below the melt pool after lighting?

No worries, this is the nature of 100% soy wax! This is what happens when it melts and re-solidifies. When a Kandle is first poured, it homogenizes the particles and colors. Upon lighting it, the wax conditions are then uneven, hot top and cool bottom. When the wax cools, the top layer is no longer in the same condition as the wax on the bottom, hence the layers or “transition” you may see in the wax. Sometimes when soy hardens back up, the top layer hardens with a bit of texture. This does not impact Kandle performance, scent throw, or burn time! Just another joy of 100% soy.

How long does shipping take?

Since our products are made to order, shipping is estimated at around 5-7 business days. Please keep in mind that holidays or weekends may also impact delivery times. Rest assured, we are working to get your products to you as quickly as we can!

Why is the wax separating from the glass jar?

If your candle wax appears to be separating from the glass jar or appears speckled white in some areas, it is absolutely normal. It’s called “frosting”, and this can happen when your candle is in a high humidity environment, or sometimes even sporadically due to the nature of soy wax. Not to worry, frosting does not impact burn performance, scent throw, or burn time!

What is our return/ exchange policy?

If you receive a product that arrives broken or damaged, please contact us within 48 hours after delivery so we can work together to either issue you a replacement, or a refund. Contact info can be found on our “contact” page. Please note that you will be asked to provide photos of the damaged product.