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FAQ's

Candle Safety

Candles might be pretty, but they're still miniature fires. Follow these basic guidelines to ensure your candle burning experience is a pleasant one.

BEFORE BURNING
  1. Trim the wick to ¼ inch each time before burning. Long or crooked wicks can cause uneven burning.
  2. Place the candle on a stable, heat-resistant surface.
  3. Keep the wax pool clear of wick trimmings, matches and debris at all times.
WHILE BURNING
  1. Never touch or move a burning candle.
  2. Always keep the candle within your sight. If you are going to leave the room, be sure to first blow out all candles.
  3. Do not burn the candle longer than 4 hours at a time.
WHEN EXTINGUISHING
  1. Use a candle snuffer to extinguish a candle to prevent hot wax from splattering.
  2. Make sure the candle is completely extinguished before leaving the room.
  3. Don't touch the candle until it has completely cooled.

Candle Care

​What are best practices for burning my new Nova Aromas candle?

Make sure you burn your candle for 3-4 hours the first time around. You want to make sure your wax pool extends to both ends of the vessel before extinguishing. This will avoid tunneling!​ You should also be sure to trim your wick to 1/4"

How long do Nova Aromas candles burn?

The burn time of our candles varies depending on the vessel and the environment in which the candle is burning​. But as a rule of thumb: every ounce of wax gives 6-8 hours of burn time. So an 6 oz. candle would last up to 36-48 hours!

How do I get the last 1/4" of wax out of my container so I can repurpose it?

You can either A) put the candle in the freezer overnight and the wax should easily pop out the next day, or B) run hot water into the candle to melt the remaining wax so you can scoop it out!

How do I repurpose the candle vessel after the burn life is over?

The possibilities are endless! We've tried everything from a succulent planter, pencil cup, cream and sugar set, knick knack holder, bathroom canister, and more! We love seeing how our customers give our vessels a second life!

 

Orders

What’s the status of my order?

Please allow 2-5 business days for your order to be processed. You can check your order status through our self-service portal. Simply enter your order number and email address to check your latest order status.

Can I cancel or make changes to my order?

Due to high order volumes and our goal to process and ship your order as quickly as possible, we cannot cancel or modify an order once it has been placed. 

Can I update my shipping address?

Unfortunately, in an attempt to expedite our shipping process and get orders out as quickly as possible, we cannot make any changes to an order once it has been processed. However, we do recommend reaching out to the shipping provider listed on your tracking email in order to ensure that your package arrives to the correct address.

Can I use more than one discount?

Only one special promo, reward offer, or referral code may be applied per order. We do not allow any discount stacking of any kind. This includes, but is not limited to, any special promotions like seasonal sales or Refer a Friend.

How do I apply my discount code or gift card?

On your checkout page, you'll want to enter your discount or gift card code into the "Gift card or discount code" bar and click apply. Your total amount will then be updated!

Can I add a gift note to my order?

Unfortunately, we are unable to add gift notes at this time. That said, we do not include pricing information on packing slips so orders arrive gift-ready.

I got a Nova Aromas Candle as a gift. Can you tell me who sent it?

What a nice surprise!  Unfortunately, we are unable to provide customer information. 

 

Shipping

Where do you ship?

We currently ship to the United States. We do not ship to international addresses or PO Boxes at this time. 

How much is shipping?

We offer free shipping over $75 to the 48 contiguous states. Please know that free shipping only applies before taxes and after discount codes have been applied. For orders shipping to Alaska and Hawaii, we charge a $15 flat-rate fee. For orders below $75 shipping to the 48 contiguous states, we charge flat-rate shipping fees based on order value.

When can I expect my order to arrive?

We typically ship within 2-5 business days from our shop in Auburn, MA. Once your package leaves our shop, it can take 1-6 business days to reach you. Check out the map below for an estimated transit time.

Can I expedite my order?

We do not offer expedited shipping at this time. 

Why does my tracking number still say "label created"?

Because of the significant increase in online shopping this year, UPS is handling more packages than ever. Unfortunately, this has resulted in delays in packages being scanned into their system. While this typically results in a delay of 3-4 days, we've also seen it take up to 10 days to see any movement. We know the delays can be frustrating, but rest assured that your package has been shipped and is at one of UPS's facilities, and they will process and deliver it as soon as they can.

What happens if my package is lost or stolen?

We’re so sorry to hear that! Once your package leaves our shop, we are not liable if it is lost or stolen. If you have a package that was marked as delivered but you have not yet received it, we ask you to take the following steps:
  1. If your tracking number shows that your package was delivered but you did not receive it, please allow 2-3 more days for delivery before contacting your carrier for more information.
  2. Check with your neighbors, lobby attendant, or front office (if applicable) to see if the package was left there.
  3. Reach out to your local UPS facility.

Please note, Nova Aromas is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.



 

Return Policy

What is your return policy?

Unused and unopened products in their original packaging may be returned within 30 days of receipt for a full refund minus the original shipping cost. Customers are responsible for any return shipping costs. Used, opened, and/or final sale items cannot be returned. 

Please contact us within 30 days of receiving your order and we will issue you a Return Authorization Number (RA#). Once we receive the returned item(s), we will credit your original method of payment excluding non-refundable shipping costs as soon as possible. Please note refunds may take 2-3 weeks to process and show on your account due to varying processing times between payment providers.

We reserve the right to reject any returns that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted.

How should I report a missing/damaged item from my order?

Please report any damaged or missing items to novaaromas1@gmail.com within 7 days of delivery.

Do you offer exchanges?

We do not offer exchanges at this time.

How do I return or exchange a gift?

We’re sorry to hear the gift wasn’t a right fit! We offer store credit for gifts that were purchased from NovaAromas.com with an official Nova Aromas order number. We are unable to offer store credit for items that were purchased from another retailer. To get started, please contact us with the order number. 

What items are final sale?

All discounted items are final sale and not eligible for returns.

Nova Aromas

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