SHIPPING & RETURNS
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Please note that high temperatures during the Summer months may cause a delay in shipping out orders due to uncontrolled temperatures with varying couriers. High heat can cause the candles to lose their consistency and form, so there may be a shipping delay to ensure your candles arrive to you in the best possible way.
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Please email support@auratae.com if you have any questions regarding your shipping concerns.
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Shipping: We are happy to offer Flat Rate shipping within Canada, and Free Shipping if your order qualifies for it. Once your order is fulfilled, you will receive your shipping notification with tracking information. We ship all orders using Canada Post.
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NOTE - please monitor your tracking number closely. If your package cannot be delivered due to customer error (address is incorrect, not picking up from delivery depot, missed delivery appts etc.) and is returned to us, we can; 1) reship your package at the cost of shipping, or 2) refund your order, minus the original shipping cost (applies to flat rate and free shipping also).
Local Pick Up is also available from our *NEW* pickup location at Benjamin Moore Paints on South Fraser way in Abbotsford BC for free. Please wait for a "pickup ready" email.
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RETURNS
Due to the nature of our products, we do not accept returns at this time. If your order arrives damaged or incorrect, please email us with at support@auratae,com with the following information and we will always make it right!
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Order Number
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A photo(s) of any damage to the shipping box and/or the product
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A photo of the packing slip included in your order
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We cannot accept returns based on your scent preference
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We cannot accept returns due to user error (ex: not burning a candle long enough resulting in candle tunneling)
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In order to request a refund for a faulty product complaint, a clear photo must be sent for each product in question. We will then be able to confirm if the product was faulty. It is rare for our candles to tunnel but it can happen from time to time. Below is a photo example of what true "candle tunneling" due to a faulty wick/wax ratio looks like.
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