FAQ

FAQ - Frequently asked questions about our products, ordering and returns.

 

How can I sample your scents? We offer a Discovery kit which includes all 6 scents from our collection.

What does your Discovery kit consist of? What you will receive are scented card samples with the name and scent notes of each of our fragrances. 

What are the diffusers made of? We use a phthalate-free diffuser oil base and our own proprietary blend of fragrance oils.

What kind of diffuser reeds do you use? All natural rattan reeds. 

What kind of wax do you use in your candles? We use a deluxe satin soy wax which is vegan, clean burning and non-toxic. It is skin safe: clinically tested and dermatologist reviewed. Made from soy and food-grade paraffin in the USA.

What kind of wick do you use? They are Eco-friendly, clean-burning, wooden wicks made from FSC Certified Wood, hand-crafted & made in the USA.

How do I get my candle to get the perfect burn? Our candles are ready to burn once you receive them. The wicks have been trimmed to the perfect length for the best burn. We suggest burning your candle for 3 - 4 hours on your first burn. This will allow your candle to have a great melt pool which will insure a great burn every time afterwards.

How and when do I trim the wick? Trim your wick every single time before you light your candle. To trim a wooden wick, simply pinch the tip of the wooden wick to remove length of the wick that isn't needed.

 

 

ORDERING

I put in the wrong shipping address, what should I do? Shoot us an email (info@tevin-vincent.com) and we will happily correct your shipping address before your order goes out.

How long does it take for my order to be processed? Our processing time will average to about 1 - 3 business days. Holiday season is 1 - 5 business days starting in September - January. We do not process orders on the weekends or holidays.

 

SHIPPING

How long are shipping times? Shipping time may vary depending on your delivery address. All Discovery Kits are shipped USPS first class. Candles, diffusers and gifts sets will be shipped USPS Priority mail.

Please note: Shipping time may take longer during the holiday season.

USPS first class mail:  2 - 5 business days 

USPS Priority mail: 1 - 3 business days

International shipping times?

USPS first class mail: 15 - 20 business days

USPS Priority mail: 6 - 10 business days

USPS Express Priority mail: 3 - 5 business days 

Does my order come with tracking? All orders will come with a tracking number. Once your order has been processed, packed and labeled you will receive a USPS tracking number sent to your email. Please allow 48 hours for the tracking number to be scanned into the USPS system.

My tracking says my order was delivered, but I never received it. What do I do? Please allow 24 to 48 hours for the tracking to update upon receiving a delivered confirmation email. The USPS system may glitch and need time to update. If your order still hasn't shown up, please send us an email and we will take care of the situation.

 

RETURNS & EXCHANGES

What is your return policy? You have 30 days from the delivery date of your package to make a return. Diffusers must be unopened to be accepted for a return. Candles must be unused which means it shouldn't be lit to be accepted for return. Please contact us before sending your return so we can give you a return authorization number to include with your returned order.

Who pays for the return shipping label? You the customer will be responsible for all return shipping charges. We suggest getting tracking for your return, we will not be held responsible if the return is lost during transit back to us. This also allows you to know that we have received your return and that we will begin your refund process.

 

DAMAGES & MISSING ITEMS

Help, my diffuser/candle arrived damaged! This may happen due to the mishandling of the package during transit. Do not worry, send us an email and a photo of the damaged items and we will send a replacement. 

I received the wrong items, what should I do? We apologize for the mistake. Please send us an email with a photo of the incorrect items and we will pull up your order packing slip to compare and make any corrections needed. You will be sent a return shipping label (paid by us) to send back the incorrect items. We will then re-ship your correct items.

 

PRESS & MEDIA

Who do I get in touch with for press, pr gifting and influencer collaborations? For all partnerships, please get contact us at info@tevin-vincent.com