FAQs

Frequently Asked Questions (FAQ)

Orders & Shipping

Q: How long does it take to process my order?
A: Orders are typically processed within 2–3 business days before shipping.

Q: Do you offer international shipping?
A: Currently, we only ship within the U.S., but we're working on expanding!

Q: What should I do if my candle arrives damaged?
A: Please contact us via the store if your candle arrives damaged. Be sure to take photos for records.

Candle Care & Safety

Q: How do I get the best burn from my candle?
A: Trim the wick before each burn (see wick-specific guidance below) and allow the wax to melt evenly all the way to the edges of the jar on the first burn. This prevents tunneling and ensures the longest, most even burn life.

Q: What makes soy wax different from other waxes?
A: Our candles are made with 100% soy wax, which burns cleaner, slower, and longer than paraffin wax. Since soy wax is all-natural, it may develop a creamy texture or slightly bumpy or frosted appearance over time — this is totally normal and does not affect performance!

Q: Are your candles made with clean ingredients?
A: Yes! Our 13 oz candles are made with 100% soy wax, phthalate-free fragrance oils, and natural wooden wicks for a cleaner, crackling burn with no harsh toxins.

Wooden Wick Care & Safety

Q: Is the crackling sound from my wooden wick candle normal?
A: Absolutely! The soft crackling or popping sound is one of the most beloved features of wooden wick candles — it is the natural wood reacting to the heat of the flame, similar to a mini fireplace. It is completely safe and expected.

Q: What should the flame look like on a wooden wick candle?
A: Wooden wick flames are naturally wider and lower than cotton wick flames — often resembling a soft, horizontal glow. A steady, low-to-medium flame that dances slightly is perfectly normal. If the flame seems very low or keeps going out, the wick likely needs a trim (see below).

Q: How do I trim a wooden wick?
A: Before every burn, trim your wooden wick to 1/8 inch (3 mm). Use a wick trimmer, nail clippers, or your fingertips to gently snap off the charred black tip. Removing the char is essential — a clogged or overly long wick is the most common reason wooden wick candles self-extinguish or produce a weak flame. Never trim below 1/8 inch, as too-short a wick can also struggle to stay lit.

Q: How do I prepare my candle for the very first burn?
A: The first burn is the most important! Allow the candle to burn long enough for the entire top layer of wax to melt from edge to edge — for our 13 oz jars, this is typically 2–3 hours. This establishes the melt pool memory and prevents tunneling on all future burns. Never extinguish before the full melt pool is achieved on the first use.

Q: Are there any draft or heat precautions I should follow?
A: Yes — always burn your candle away from fans, air vents, open windows, or air conditioning drafts. Moving air can cause the flame to flicker excessively, create uneven burning, or cause the wooden wick to extinguish. Keep the candle on a stable, heat-resistant surface away from flammable materials, and never leave it unattended or within reach of children or pets.

Q: How do I safely extinguish my wooden wick candle?
A: We recommend using a candle snuffer to extinguish the flame — this prevents hot wax from splattering and avoids blowing debris into the wax pool. If you do not have a snuffer, you can gently fold the wooden wick into the melted wax with a non-flammable tool and then straighten it back up — this snuffs the flame cleanly without smoke. Avoid blowing the candle out directly. After extinguishing, allow the wax to fully re-solidify before moving the candle or replacing the lid.

Q: How long should I burn my candle at one time?
A: We recommend burning for no more than 4 hours at a time. Burning longer can cause the wick to mushroom, the vessel to overheat, and the fragrance to diminish faster. Always allow the candle to cool completely (at least 2 hours) before relighting.

Product & Custom Orders

Q: Do you offer custom scents or bulk orders?
A: Yes! We offer bulk orders for events like weddings and baby showers. Send us an inquiry for custom requests.

Q: Will you release new scents?
A: Absolutely! We are always testing new dessert-inspired scents. Follow us on Instagram (@cozycravingscandleco) for sneak peeks!