Shipping policy
Orders are processed in sequence received. No rush orders. No back orders. Shipping times are in addition to processing times. Processing times are between 2-3 business days. Orders are not processed on weekends. If you choose to pay extra for faster shipping, that does not mean that your order will be processed faster.
Order Processing and Shipping
Orders will be processed in the order in which they are received. We do not have an option for rush orders. Additions to orders is not possible, as payment is taken at the time of ordering, and we do not have access to your payment card to charge the add-on. Please look over your cart carefully before you check out.
We realize that candles can be quite heavy.
Shipping quotes are available online. Sign in to your account, enter the items you wish to purchase, then visit the View Cart page. The system will use the weight of your items and your postal code to calculate the available options.
Canada Post is also an option on parcels under 50 lbs. Parcels will be left without a signature unless otherwise instructed.
Multiple piece shipments may get separated in shipping. Please check your shipping tag to see if is "1 of 2" "2 of 2" etc. Missing pieces usually arrive the next day.
*Due to winter weather conditions there may be days that shipping does not happen. We apologize for any inconvenience to you.
Tracking numbers will be provided for on-line orders, please allow 24 hrs to 48 hours before tracking. This allows time for the parcel to be picked up at our facility and enter the shipping software. If you have any difficulty 48 hours after the shipping confirmation email, please email us at aspenwillowhomestead@gmail.com and we will be glad to assist you. Ultimately, your delivery is governed by the shipping policies of the third party. We reserve the right not to ship to certain addresses.
In-stock items leave our warehouse in 1 to 2 business days, excluding weekends and holidays. Orders are not processed on the weekends. Actual shipping costs are assumed by the purchaser, including any additional charges for dimensional weight adjustments, extended area fees, fuel surcharge, multiple parcel charges, brokerage fees and/or residential delivery fees.
If there is any damage or error with your shipment, please contact us within 14 days. Include a description of the problem, and take pictures if possible. This information will help us improve our system of processing orders. See Returns and Policies page for full details.
Damage and Theft Policy
If your parcel has been damaged, please email a picture along with the order number to aspenwillowhomestead.com. Although refunds are not permitted - your purchased item will be reshipped free of charge to you.
For parcels that do not arrive for some reason:
1. Track your parcel, ensuring that you open each parcel tracking number. Have the specific tracking number ready to use in all correspondence.
2. Search your entire property to see if the parcel has been left somewhere other than your front door. Check security footage if available.
3. Notify us so we can file an inquiry as well.
4. Start a claim with the carrier.
5. Unresolved claims will be investigated further by VCC staff after 14 days. Our policy is to provide store credit, not reship. You will need to reorder the missing product in the interim.
Cancelling Order
Orders can only be cancelled up to 1 hour after your order has been placed. No cancellations are allowed on shipped items.
Picking Up Orders
Aspen Willow Homestead ships all orders, we do not offer a pick up option.