Terms and Conditions

PHONE ORDERS: We are available 9:00am - 5:30pm (EST) Monday - Friday and 9:00am - 5:00pm on Saturdays to take orders over the phone. Call us at 717-564-2220.

FAX ORDERS: Our fax machine can be reached 24 hours a day, 7 days a week at 717-564-2035 if you wish to fax an order to us.

SHIPPING: The goal of Keystone Candle is to provide friendly customer service, quality candles and accessories, and fast shipping to our web customers. If an order is placed for an item that we have in stock we will usually ship the order out within 1 to 2 business days. If we have to make or order in an item which we did not have in stock we do so as promptly as possible as to not hold up your orders. If the out of stock item is a candle product we can usually restock that item within a week. If the item out of stock is an accessory it may take a little longer. Our regular shipping method is UPS ground although we may also use USPS under certain conditions. If you need your order by a certain date, such as for a wedding or other special occasion, please include the date you need the candles in the comments box during checkout. We do have the capability to ship orders out 3 Day Select, 2nd Day Air, and Overnight. The reason these options are not available directly through the shopping cart is because we don’t have an up to date "instock or out of stock" feature on our website and therefor may not always be able to ship orders with faster shipping requirements. If you have orders that need to be rushed please feel free to call us to make sure we can get your products to you when required. We are happy to talk to you.

SHIPPING RATES: For the contiguous 48 states, our shipping rate is a flat $7.00 for orders with subtotals up to $99.99. For orders $100.00 or more, shipping is 10% of the subtotal. For our Hawaii and Alaska customers, please contact us for your shipping quote.

INTERNATIONAL ORDERS: If you are outside the United States we are happy to ship items to you. Please contact us by email at keystone@keystonecandle.com. Please include the items you would like to order, the quantity, and your full address. We will contact you with a total for your order.

RETURNS: Items may be returned within 30 days of the ship date and must be returned in the same condition they were received. If you wish to return an item please call to let us know prior to sending the merchandise back. In most cases the customer is responsible for the cost of the return shipping. For exchanges the customer would be responsible for the ACTUAL shipping cost from Keystone Candle back to the customer. Please include a note with the return with your name, phone number, and reason for returning the item. SPECIAL ORDERS MAY NOT BE RETURNED. Returned products may be charged a 20% restocking fee. Items should be returned to:
Keystone Candle
7241 Paxton St.
Harrisburg, PA 17111

REFUNDS: Refunds will be given for returned merchandise only if authorization was apporved. Original shipping charges will not be included in the refund amount. Refunds may not be given for damaged or used merchandise.

DAMAGES: If there is damage to the package noticed during receipt of the order please inspect the items with the carrier driver. Have the driver note the damage. Call to let us know of the damaged products so we can get your replacements out to you. Keep the damaged items for at least 5 business days in case there is an inspection needed by the carrier.