Order Processing & Shipping Information

Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed. However, if the order has already started processing and it's too late to change the address internally, we can still help you. We'll be happy to contact UPS on your behalf and request an address change. Please keep in mind UPS charges to change addresses. UPS will charge a $10 address change fee. Failure to pay the invoice promptly can result in the package being delivered to the wrong address.If an order has the wrong address and has already been delivered, we recommend visiting the address placed on the order and retrieving the package.

CANCEL ORDER

Unfortunately, once an order has exceeded one hour, we are unable to make any changes or cancellations. Our team strives to process orders quickly and efficiently, making it challenging to modify them once they are placed.

Orders are packed and shipped Monday – Friday and typically take 1-3 business days to be fulfilled and shipping is 2-5 business days.

Any orders placed on the weekends are processed on the following business days. For US holidays and promotional periods, please expect delays for order processing due to high volume.

If we are unable to process your order due to inaccurate or incomplete payment information, your order may be delayed.

P.O. BOXES

Unfortunately, we are unable to ship to P.O. Boxes, and orders placed with a P.O. Box will be canceled.

International Shipping

Transit times and shipping costs are calculated at checkout. Shipping for International orders is calculated based on weight at check out. All international shipments are subject to customs/duties charges. Naomi Lai Candle Co is not responsible for customs/duties charges. 

Candles tend to be heavy in weight which means it is quite expensive to ship to our customers all over the world. We are constantly doing our best to bring you the most competitive rates and best experience.

Which shipping carrier do we use?

We ship with UPS and USPS for U.S. orders. U.S. Shipping is usually 1-5 business days. International orders are delivered by your local service provider.

How can I check the status/ track my order?

We will keep you updated via email and send you your tracking information as soon as your order ships so you can check the status and see your estimated date of arrival. If you need to make a change to your shipping address, please contact customer service ASAP before you’re your order fulfillment email is sent. If you’ve already received an email notifying you of your order being fulfilled, we unfortunately can no longer make changes or edits to your order. You can contact us at naomilaicandlecompany@gmail.com or use our form on the Contact Us page. Please be sure to include your full name, order number, and the CORRECT shipping address so we are able to quickly edit your order before it is shipped.  

There is a problem with my shipment, what do I do?

If your shipment is held up with your carrier, please contact them directly as they may need specific direction on where to deliver your order.

What if my package shows delivered, but I have not received it?

If you received an email that your package was delivered and you have not yet received your package, please contact your local UPS or USPS Post Office. Please note, sometimes orders show delivered but aren’t delivered until the next 4-6 business days.

Lost or Stolen Shipments

Please file a UPS or USPS claim using your tracking link - https://www.usps.com/help/claims.htm. Naomi Lai does not take responsibility for lost or stolen packages without proof of mis-delivery. We will not be refunding or reshipping this order until a USPS or UPS claim has concluded that this package was indeed not delivered. Once your claim is submitted, you are more than welcome to send any Claim responses to us as we can follow up with a refund for the package if the claim is ruled in your favor.

My order arrived damaged/ broken.

While our team tries their best to wrap our products as best they can to avoid damages and breakages during the shipping process, you may find an item has arrived damaged. Before safely discarding your items, please be sure to take a photo. You can submit any damages within 30 days on our Contact Us page. Please be sure to include your full name, order number, item number located on the bottom sticker of your candle, and include the photo(s) of the damaged item(s).

Refuse delivery

You can refuse to accept your package at the time of delivery. However, if you refuse delivery of your order, we will issue a refund for the subtotal of your order minus a $5.99 return shipping fee per box that is refused.

FREE SHIPPING

We happily provide complimentary free shipping for all purchases inside the united states that exceed $50, excluding taxes and shipping fees. Orders that receive free shipping will be shipped via standard ground.

EXPEDITED PROCESSING

During checkout, we provide an option called "Expedited Processing," which is processed differently, allowing your package to leave our facility in 24 hours or less.