Shipping policy
Shipping
Most orders are prepared for shipment within 2–3 business days. You will receive an auto-notification from us with a tracking number the day your package is shipped. That means that we packed your order and it was sent to our mailroom for carrier pick-up.
Due to the overwhelming amount of packages at shipping facilities, it is taking longer to get every package scanned at each point in the transit process. It may take up to 5 days for tracking to be available, and we unfortunately do not have any additional information other than the information provided in the tracking number. Please reach out directly to the carrier if you are having an issue with your tracking information, as once an order leaves our facility, delivery times and updates are outside of our control. We unfortunately cannot do anything to expedite this and cannot guarantee a timely delivery. Please also note, shipping and processing time does NOT include transit time, something we cannot control.
Most items that qualify for free shipping are shipped via USPS. If your order is time-sensitive, we suggest upgrading to our priority option that is available at checkout. While that will not change processing times, it will likely reduce delays in transit.
We are not responsible for delays caused by carriers, weather conditions, incorrect addresses provided at checkout, or any other circumstances outside our direct control. Customers are responsible for entering accurate shipping information at the time of purchase.
Returns / Exchanges
We strive for 100% customer satisfaction, always! If you’re unsatisfied with your Jack Be Nimble products, please contact our Customer Care team at hello@jackbenimblecandles.com. So that we can better assist you, please include your order number followed by the request in the subject line, for example:
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(Your Order Number) – Exchange Request
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(Your Order Number) – Return Request
All returns must be processed within 60 days of receiving your order and require proof of purchase (e.g. your Jack Be Nimble order number, order confirmation email, store receipt, etc).
If your order arrived damaged or if you're experiencing an issue with your product, please include photos and a detailed description in your email, and we'll get started on your exchange or replacement order ASAP.
Products must be returned unused, unburned, and in their original packaging. We reserve the right to deny returns or exchanges if items are not returned in resalable condition.
Damages
All of our candles are wrapped and packaged to protect from damage during shipping. Should you receive a candle that is damaged, please email hello@jackbenimblecandles.com within 5 calendar days of receiving your item. Please keep all shipping materials until damage claim is completed.
Failure to provide photos of the product, packaging, and shipping box may result in denial of a replacement or refund.
Missing Packages
Once an order has been accepted by the shipping carrier, tracking and delivery are managed by the carrier. Jack Be Nimble Candles has access to the same tracking information provided to the customer and does not have access to additional delivery details.
If your package appears delayed, missing, or cannot be located, please contact the shipping carrier directly using the tracking number provided with your order. If the carrier determines that additional information or a claim must be submitted by the shipper, please contact us at hello@jackbenimblecandles.com and we will be happy to assist with the carrier's investigation.
If tracking shows that an order has been delivered, Jack Be Nimble Candles is not responsible for packages that cannot be located after delivery. We strongly recommend checking all possible delivery locations and contacting the carrier directly to request additional delivery information.
Jack Be Nimble Candles cannot guarantee replacement, refund, or store credit for packages marked delivered by the carrier. Lost, stolen, or misdelivered packages will be handled in accordance with the carrier's investigation and any applicable shipping protection or claims process.