FREQUENTLY ASKED QUESTIONS
ORDER INFORMATION & STATUS
Can I ship to a P.O. Box?
GARDEN PALACE™ does not offer shipping to P.O. Boxes
Does GARDEN PALACE™ accept checks or money orders?
We are unable to accept checks or money orders at this time. We accept VISA, MasterCard, American Express, Discover, and PayPal.
How quickly will I receive my order?
Most orders process within 1-4 business days. During high volume periods (i.e. sales and holidays), processing times may increase. Once the order ships, transit via UPS can take 1-6 business days depending on the destination. Please review our Shopping Support Page for further details.
How can I check the status of my order?
Once your order ships, you will receive an email from both UPS and GARDEN PALACE™ with tracking information. For other status updates, please log on to your GARDEN PALACE™ account or contact Customer Care HERE
When will my backorder ship?
Occasionally, we may be temporarily out-of-stock on an item shown on our website. When this occurs GARDEN PALACE™ will contact you with an accurate shipping date, provide an alternative option to fulfill an out-of-stock item, or refund the back-ordered items.
Can I make changes to my order
Orders are processed when received. To make a change, please contact our customer care team HERE as soon as possible. We will make every effort to accommodate your request.
When will my credit card be charged?
Payment will be captured in full at the time the order is placed.
Does GARDEN PALACE™ ship internationally?
Gardenpalace.co only offers shipping within the United States and its territories at this time. If you are located outside of the United States, please email customercare@gardenpalace.co for additional information.
Does GARDEN PALACE™ accept international credit cards?
GARDEN PALACE™ accepts international Visa, Mastercard, Discover and American Express credit cards. Please ensure you are entering the correct international billing address when checking out.
Do you ship on the weekends?
Orders usually process within 24-48 hours of the order being placed and will be shipped the following business day. During busy times like a Sale or special event, the processing times may be longer. Due to the UPS shipping rules, shipping estimates are based on business days and are not inclusive of weekends and holidays. All shipping methods, including expedited shipping, will ship Monday-Friday, with the exception of UPS Next Day - Saturday Delivery.
Why didn't all of my items ship together?
Partial Shipments
Most orders leave our warehouse within one business day of order processing. In some cases, orders with multiple items are shipped in more than one package.
Most orders leave our warehouse within one business day of order processing. In some cases, orders with multiple items are shipped in more than one package.
ABOUT OUR PRODUCTS
Should I trim my candle wicks?
It is recommended to trim candle wicks to 1/4" before each use. This will help prevent soot and extend the life of the candle. Do not drop matches or other flammable items into the candle. Please visit our Product Care & Safety tips page for more information.
How do I prevent my candle from tunneling?
It is recommended during the initial and subsequent burns of your candle to burn long enough to liquefy the entire top layer of wax, which can take a few hours. Allowing the candle to liquefy from edge-to-edge will keep the opening wide and prevent tunneling. If you feel there is another issue affecting the performance of your candle, please email Customer Care at customercare@gardenpalace.co
Do Your wicks contain any metals like lead or zinc?
Never. They are made with lead-free and 100% "All Natural" cotton core wicks primed with vegetable-based wax. We use nothing less and as a result our candles have a steady, even, long-lasting burn. Keeping a proper wick length will also assure no sooting. You will need to keep them trimmed to 1/4-inch before each use for best results.
How long can I burn my new candles and tealights?
We suggest a three-hour burn for your candles. However it's up to the individual. During each use, it is recommended to burn long enough to liquefy the entire top layer of wax (which can take a few hours). For Tealights one to two hours at a time. Plastic tealight cups are made to withstand high temps, but it is possible for them to over heat past two hours and show signs of melting. CAUTION: Only burn candles in or on heat and fire-resistant surfaces. Never leave a burning candle unattended! Remember always keep your wick trimmed to 1/4 inch for best results.
My candle is popping, crackling and creating black soot. What is wrong with it?
Moisture is very bad for natural waxes. If your burning candles outdoors make sure that you extinguish, let cool and cover them when you are done. Rain and humidity can ruin your natural wax candles. Unfortunately, we can not be responsible for this, therefore please be sure to cover them if they are left outside. Most of our candles come with lids included.
Is there a shelf life on your fragranced products?
GARDEN PALACE™ wax products have a long shelf-life and do not "go bad," although they can sweat and color fade in the sun. Store all wax products in a cool, dry, dark place. For long term storage: As a rule, products should remain sealed and out of direct light. A one-year shelf life can be expected under those conditions. Much, much longer for some than others however, most of our products will endure at least one year.
Do You offer free samples of Your fragrances?
We are pleased to offer free samples of our scented products. Most of our orders contain a free sample (fragrance-of-the-month) regardless of the amount you spend. If you would prefer to SELECT a free sample with your order of $25.00 or more, please include your preferences in a note within the shopping cart. If available we will gladly include your selected sample in your order. If not available we'll select a similar scent for you. Spend $50.00 or more and we will provide one free gift sample with your order. If purchasing air-fresheners or fragrance oils, You may also specify samples.
*Remember, samples must be sent to you with your order, so leave us a note at check out.
My candle was melted upon delivery, how do I handle this?
This occasionally happens in warm climates and cannot be avoided when using natural vegetable waxes. We suggest a few minutes in the refrigerator to solidify the natural wax then you'll be good to go. Try to watch for the delivery of your natural wax products to avoid your package being left in the warm outdoors and don't transport in a hot car or a trunk. An unfortunate drawback to an otherwise superb product; low melting points. Some things are just outside everyone's control.
Natural Vegetable Wax candles & wax products melt @120 degree F.
Please review the summer time rates on our Shipping Info Page HERE for further details.