Customer Service Policy
Tallwoods Candle Co.
Effective Date: March 1, 2026
Our Commitment to Customer Satisfaction
At Tallwoods Candle Co., we believe every candle should bring warmth, comfort, and a beautiful experience into your space.
We are committed to providing quality products, dependable customer service, and a positive shopping experience.
Whether you have a question about a fragrance, need assistance with an order, or would like to share feedback, we are here to help.
How to Contact Us
For questions, concerns, or assistance, please contact our customer service team using the following information:
Tallwoods Candle Co.
Customer Service Email: hello@tallwoodscandleco.com
Website: www.tallwoodscandleco.com
Business Location: Clifton, Tennessee, United States
Send us a message: Contact Us
Email is our preferred method of communication because it allows us to maintain accurate records and provide detailed assistance.
Response Times
We understand that timely communication is important.
Our goal is to respond to customer inquiries within 1–2 business days (24–48 business hours).
Response times may be longer during holidays, product launches, promotional events, or periods of high order volume.
We appreciate your patience and understanding.
Please note that response times are estimates and not guaranteed unless otherwise required by law.
Order Questions & Assistance
For assistance with an existing order, please include:
Your full name
Your order number
The email address used during checkout
A brief description of your question or concern
Our team can assist with:
Order confirmation questions
Shipping and tracking information
Incorrect or missing items
Damaged or defective products
Product and fragrance questions
Return and refund requests
General order concerns
For your security, please do not send passwords, complete payment card numbers, or other sensitive financial information by email.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate your request.
However, once an order has entered production, been packaged, or shipped, changes or cancellations may not be possible.
Custom or personalized candle orders may have additional restrictions disclosed at the time of purchase.
Any cancellation or refund will be handled in accordance with our published policies and applicable consumer protection laws.
Damaged, Defective, or Incorrect Orders
We carefully prepare and package our candles to help ensure they arrive safely.
If your order arrives damaged, defective, or incorrect, please contact our customer service team as soon as reasonably possible.
To help us review the issue, please provide:
Your order number
A description of the problem
Clear photographs of the affected product, if available
Photographs of the packaging, if relevant
We will review your concern and determine an appropriate resolution, which may include a replacement, refund, or other remedy.
Please do not light or use candles that arrive with broken or cracked containers.
Nothing in this policy limits any rights or remedies available under applicable law.
Shipping & Delivery Questions
Once your order ships, tracking information may be provided by email.
If your package is delayed, missing, or marked as delivered but cannot be located, please contact us.
We may assist by reviewing tracking details and contacting the shipping carrier when appropriate.
Shipping concerns will be addressed in accordance with our Shipping & Delivery Policy and applicable law.
Returns, Refunds & Exchanges
Customers requesting a return, refund, or exchange should review our Return & Refund Policy before contacting customer service.
Please include your order number and the reason for your request.
We will evaluate requests according to our published policy and applicable consumer protection requirements.
Refund processing times may vary depending on the payment provider or financial institution.
Product Questions & Candle Care
We want you to enjoy your candles safely and confidently.
Our customer service team can assist with questions about:
Candle fragrances and scent descriptions
Wax types and ingredients
Proper wick trimming
Recommended burn times
Candle storage
Safe candle usage
Product availability
Gift recommendations
For detailed safety information, please review our Candle Safety & Care Policy.
Always follow the safety instructions provided with each product.
Customer Feedback & Reviews
We value customer feedback and welcome suggestions about our products, packaging, fragrances, and shopping experience.
Your feedback helps us identify opportunities for improvement and develop products that better serve our customers.
Customers may submit feedback through our website, email, or designated review platforms.
Privacy & Customer Information
We respect your privacy and take reasonable steps to protect the personal information you share with us.
Information submitted through customer service communications will be used for legitimate business purposes, including responding to inquiries, resolving order issues, and providing customer support.
For additional details, please review our Privacy Policy.
Policy Updates
We reserve the right to update this Contact & Customer Service Policy as our business grows or our procedures change.
Any updates will be posted on our website.
Contact Us
Your satisfaction matters to us, and we appreciate the opportunity to assist you.
For customer service inquiries, please contact:
Tallwoods Candle Co.
Email: hello@tallwoodscandleco.com
Website: www.tallwoodscandleco.com
Location: Clifton, Tennessee, United States
Candle Safety Reminder
Never leave a burning candle unattended. Always follow the safety instructions provided with your candle. Your safety is our priority.
© 2026 Tallwoods Candle Co. All rights reserved.