Frequently Asked Questions
Any claims for damages or discrepancies must be submitted to etreravi.com within five (5) business days of receiving your order. You must notify etreravi.com customer service by email.
Unopened merchandise may be returned in its original condition within 30 days of receiving your order. Once your order is received, we will inspect the items and the credit will be posted back to your card minus applicable shipping charges.
Please note: If you return any item that has been opened, then the return will not be accepted and if we need to ship the items back to you, then we will have to charge additional shipping charges.
We can only refund shipping costs if the return is a result of our error. Ship back to us, at your expense, via UPS, FedEx or USPS Priority Mail. Save your tracking number in case we need it.Final sale orders do not qualify for returns. Final sale orders refer to the following: Closeout Orders, Special/Custom Orders and Large Orders which are $500.00 or more.
We carefully pack every order to make sure that it arrives to you undamaged and we have had excellent success in safe deliveries. In the event that your shipment arrives damaged Contact Us! We will contact Carrier and ship out a replacement item as soon as possible.
Each order is carefully packed and inspected twice by two different people to ensure order accuracy. Please inspect your package carefully upon receipt. If you believe you received something in error, we will request that you email us a picture of the error to ensure speedy resolution.
Most orders placed on business days by 4pm EDT ship out same day from our New York, NY warehouse. In some cases the processing of an order can take up to seven (7) business days.
Shipping days are counted as business days, starting only once the order is shipped out. That means that if you place an order on the weekend, for example, it will only be shipped on the next business day (usually Monday, unless there is a holiday or a long weekend).
If an item is on backorder, the shipment will be delayed. In such case, we will contact you as soon as possible and try to provide you with a comparable solution. Be sure to provide us with accurate contact information so that we can communicate with you in a timely manner.
We ship to the address that you provide when you place your order. Please allow for longer shipping time during holiday seasons and/or bad weather conditions.
Similar to most online businesses, we’re experiencing some delays here at Homesick with many customers purchasing gifts for the holidays. Most importantly, we’re operating with an abundance of caution as it relates to the health and safety of our team. Make sure to enter your shipping information during checkout to see your available rates.
During the current season, we expect most orders to be processed within 7 business days. You’ll receive a tracking link as soon as your order ships.
Rest assured, we’re working hard to deliver your order as soon as possible.
Domestic Shipping: Our standard shipping typically takes anywhere from 2-10 business days.
International Shipping: Depending on the location selected, international shipping typically takes up to 3 weeks to arrive.
Don't worry! All packages take up to 24 hours to update as the carrier needs to receive the package and update it within their system after it's picked up from our warehouse, so it's likely your package will update by the end of the day. If there's any outstanding issues after 48 hours please contact us and we'll look into the situation :)
We ship with only the most reliable carriers worldwide including FedEx, USPS, and UPS. Once the package has left our warehouse, Homesick cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company!
Please contact the carrier assigned to your order and see if they have any insight. If they are unable to assist, please email us at help@etreravi.com so we can work with you to resolve this
We currently offer international shipping to Canada at a $9.99 flat rate, as well as shipping to certain European countries at a $11.99 rate. You can expect international packages to take up to two weeks to arrive, although it's usually a bit faster!
We ship to the following European countries:
England, France, Germany, Italy, Netherlands, Spain, and Switzerland, and we hope to have more countries available in the future!
**Please note the following**
International shipping does not qualify for free shipping
Due to customs and the logistics of international shipping you may experience delays outside the defined shipping time. If your order has not been delivered based on our guidelines we will be happy to refund any shipping cost and provide a discount for future orders,
We currently offer free shipping once you add two regular sized candles to your cart as any subtotal over $75.00 will qualify for free shipping.
If you apply a discount, this may reduce your subtotal to the point where you are disqualified from free shipping; in some cases you may save more with your discount compared to free shipping, so make sure to double check so that you get the best deal possible!
**Please note that free shipping does not apply to the following areas: Canada, Europe, Pacific Non-Contiguous United States **
Prior to burning your candle, trim the wick at least ¼ inch. This prevents uneven burning, dripping or flaring.
Avoid drafts, vents or air currents. This will help prevent rapid or uneven burning, sooting, and excessive dripping.Burn for 2-3 hours each time you light the candle. This will help the candle burn evenly, and remember to trim wicks before each burn.
Never leave a burning candle unattended or lit while sleeping. If you are going to leave the room or go to bed, be sure to extinguish all candles first
Never touch or move a burning candle. Never move a candle container when the wax is liquified.
Don’t burn a candle all the way down. For safety measures, stop burning a candle when there is ¼ inch of wax left in the vessel.
If burning multiple candles, place each candle at least three inches apart from one another. This is to ensure they don’t melt one another, or create their own drafts.
Extinguish a candle if the flame becomes too high or flickers repeatedly. Before re-lighting, let the candle cool, trim the wick, and check for unwanted drafts.
Never burn a candle on or near anything that can catch fire. Keep burning candles away from furniture, drapes, bedding, carpets, books, paper, flammable decorations, etc.
Keep candles out of the reach of children and pets. Do not place lit candles where they can be knocked over by children, pets or anyone else.
Use a candle snuffer to extinguish a candle, if available, as it’s the safest way to prevent hot wax from splattering.
Do not use water to extinguish a candle, this can cause the hot wax to splatter and could break a glass container.
Before leaving the room, make sure your candle is completely out and there is no glow coming from the wick ember.
Do not touch or move the candle until it has completely cooled.
We care as much about the ingredients in our products as you care about the products in your home. That’s why all our candles are poured in small batches with a natural soy wax blend. They have 100% organic cotton wicks and are made with essential oils to deliver a long-lasting, great-smelling burn.
Our candles are also cruelty-free, non-toxic and contain no lead, plastics, paraben, phthalates or synthetic dyes.
We accept all major credit cards as well as PayPal - we do not accept cash, check, Venmo, Bitcoin, or money orders.
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Homesick reserves the right to cancel any order.
Contact this address with your problem: help@etreravi.com
We take every We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasion, breakage does occur in transit. If this has happened, please send us an email at help@etreravi.com with the following:
Photos of the packaging and candle if possible
Quantity of broken candles as well as the order number (ex. HSC#) and we'll send a replacement ASAP.
Please ask for a refund OR a replacement If you feel your candle has a manufacturer defect, please follow the steps above so we can solve your issue as quickly as possible.
We accept all major credit cards as well as PayPal - we do not accept cash, check, Venmo, Bitcoin, or money orders.
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Homesick reserves the right to cancel any order.
We currently sell our Homesick Candles in case packs of 12 candles per state. Currently we are unable to split case packs for this discounted rate. Opening orders for wholesale is a minimum of three (3) case packs with shipping included (domestic US only).
**All varieties must be purchased by their case pack quantity - Classic Size Candles (12 pack), Mini Candles (24 pack), 3-Wick Candles (6 pack), Fragrance Oils (12 pack), and the Diffuser (6 pack)**
Orders
To open an account with us, please email: help@etreravi.com so we can get started. Be sure to tell us a little about your store so we can get to know our retail partners.
Shipping
The price of shipping is included in our wholesale pricing. Orders will ship 2-3 days after order placement unless otherwise stated in the product description. We select the quickest, most economical shipping method available for each area. Expedited shipping is available for an additional fee.
Returns
Homesick does not accept returns for unsold product or overstock unless in the case of product that is damaged upon arrival. Please notify us immediately and include photographs of the damage so we can get that taken care of right away.
Brick and Mortar Only
We only accept retail partners that have a physical brick and mortar location. We do not currently allow wholesale orders for e-commerce, online stores or marketplaces. Homesick candles are not allowed to be resold online by third parties. We do not offer exclusivity on any of our wholesale accounts.
About Our Candles
Homesick Candles are hand poured into 13.75oz glass jars. Each state scent is perfectly crafted to bring back those nostalgic memories of home. We use all natural soy wax for a clean, consistent burn. The custom fragrance blends are natural essential oils and/or non-toxic synthetic oils. Our premium cotton wicks are lead free and the candles are paraben, petroleum and phthalate free. The burn time is 60-80 hours.
Absolutely! As you add an item to your cart, you'll notice that there is an option to "add gift message" right before you proceed to checkout, and you can always click on the cart icon on the right hand side of the page to access the gift message box as well; be sure to hit proceed right after so that you checkout and get the order started!
Orders processed without a gift message unfortunately cannot have a message added to an existing order due to the way our fulfilment process works. We're currently working on ways to adjust this so our customers can add a gift message after the fact, but at this time we're unable to offer any additions or edits to gift messages on processed orders.
We understand that a majority of our orders are meant as gifts for friends and family, so we ensure that no financial information is included on the invoice so that your recipient won't know any sort of cost for the item :)
Unfortunately we cannot change the shipping address for orders once they are placed due to the automated nature of our fulfilment there isn't an ability to alter the address.
If your package was shipped via FedEx or UPS you can request a redirect, although this may cause you to incur an additional fee. Homesick Candles is not responsible for mis-delivered packages if the wrong shipping address, and we're unable to make changes on our end.
If you need to change a shipping address after an order has been placed please reach out to FedEx or USPS to facilitate your request; any address change requests to our Helpdesk will be re-directed to this FAQ.
Our candles that contain a lemon or lime scent are prone to having more of a yellow appearance based on the ingredients included, so don't worry! If you experience any issues with the look of your candles, please email us at help@etreravi.com
Personalized items cannot be cancelled or returned except when due to defect. This includes candles with handwritten notes on the packaging and printed notes on the candles.
No, this will not delay your order.
It costs $15 to add a printed note to your candle.
We are unable to add, remove, or edit any sort of personalization once the order has been placed due to the automated nature of our fulfilment process.