Shipping policy
PROCESSING
Most orders are packed and shipped within 1-3 business days, excluding weekends and holidays. Please allow for additional processing time around major sales or during holidays.
DOMESTIC SHIPPING
We offer free standard shipping on all orders over $150.
You will receive tracking information when your order has been processed. Please allow 48 hours for tracking to update.
FREQUENTLY ASKED QUESTIONS
Why won’t my tracking information update?
Because of the overwhelming amount of packages at shipping facilities this time of year, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to the carrier if you are having an issue with your tracking information.
I think my package is lost - what do I do?
If your package has been marked delivered for more than 14 days, we recommend you reach our directly to the carrier for more information.
Can I change the shipping address on my order?
If you have not already received tracking information, there is a chance we can change your shipping address. Please reach out to ashandvinebotanicals@gmail.com for more information. If your package is already in transit, you will need to contact the carrier to help with rerouting your package.
Can I change the products or scents in my order?
If you have not already received tracking information, please reach out to ashandvinebotanicals@gmail.com for more help.
Can I cancel my order/get a refund?
Yes, we understand that circumstances can change. If you have not received tracking information, please reach out to ashandvinebotanicals@gmail.com for a refund. Refunds will take 3 to 10 business days to process, depending on your financial institution. If your package has already been shipped you will be responsible for shipping back to Ash+ Vine Botanicals. Once we have inspected the products we will process a refund if approved.
When will [product] be back in stock?
Soon! Please sign up for email notifications to learn when your favorite scents are back!
I got the wrong product in my order - what do I do?
We are so sorry about this! Please reach out to ashandvinebotanicals@gmail.com so we can facilitate getting you the correct items. Please note, some items may be out of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.
One of my products arrived damaged - what do I do?
We are so sorry about this! If you purchased package protection, please reach out to us directly at ashandvinebotanicals@gmail.com within 7 days of delivery so we can process a replacement order.
My discount code didn't work! Or I forgot to put in my discount code!
Please email us at ashandvinebotanicals@gmail.com to let us know your order number and we can get this fixed for you. Orders placed outside any given promotional window are not eligible for a price adjustment.
Are you shipping wholesale orders?
Yes! Please reach out to ashandvinebotanicals@gmail.com for more information.
REFUNDS + EXCHANGES
At ASH+VINE BOTANICALS, all of our products are carefully inspected before they are shipped. Due to the nature of our products used candles cannot be returned or refunded.
FOR ONLINE ORDERS:
We will replace or refund products damaged during shipment if photographic proof of damage is submitted to Ash+Vine Botanicals within 7 days of delivery.
You may return your unused products for a full refund of your purchase price, less shipping and handling, within 14 days of delivery. The customer is responsible for paying return shipping charges. Please contact us at ashandvinebotanicals@gmail.com for further details.