FREQUENTLY
ASKED
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  • SHIPPING
  • FAQ
  • CANDLE CARE
  • COLLABORATIONS
  • PR INQUIRIES
  • PRIVATE LABEL
  • WEDDINGS & EVENTS
  • REWARDS
  • PAYMENTS
  • REFUNDS & EXCHANGES

Shipping Rates ( incl. Free Shipping!)

For orders under $50: We ship anywhere in Canada for a flat rate of just $14.  

Orders over $50 ship FREE! (via Canada Post, Canpar, Fedex - CANADA. Order total before taxes should be $50 after all discounts/coupons/promotions)

Most orders ship via Canpar. Shipping cost is displayed in your cart and during checkout.

CANADA SHIPPING LOCATIONS 
We ship within Canada. That includes NWT and Nunavut.

U.S. SHIPPING
We do ship to the U.S.A. for a flat fee of $24. Shipping is free on orders over $75

INTERNATIONAL SHIPPING
We do ship to European and Asian countries as well as Australia. Please email us for shipping rates.

Order Processing Times

We know you're excited, so we try to move as fast as we can to get these candle to your doorstep.

Normally, packing up your order takes us about 5-8 business days. If we're experiencing high order volumes it could add a day or two.

After your order is processed and sent off, it should take just a few more days to receive. So from the time you placed your order, you should expect to receive your candles anywhere from 7 business days at the soonest, and 14 business days on the high end.

Please understand that we mix, pour, package and ship our products by hand! We are not Amazon and not a massive operation, just a small group of passionate candles lovers doing our best.

Can I use my votives outside of the glass container?

Soy wax is a softer wax compared to traditional waxes. Therefore, it needs to be in a tight fitting glass holder to ensure proper burning.

Do you use other natural waxes?

We only use pure Soy Wax , grown in North America.
Palm Waxes are not a sustainable choice! Many rainforests are destroyed to make way for such farms.

What is your wax made of?

We only use 100% Soy Wax. Soy candles burn longer and cleaner than traditional candles. The lower melting point of soy wax also prevents tunneling and residue build-up and provides a more fragrant experience than blended waxes.

Do you use lead wicks?

Our #1 question! Even more so than what our candles are scented with!
Absolutely not, we use only pure cotton or paper cored wicks.

What do you use to scent your candles?

We work with only pure, plant based scents. How can that be, when some of our candles are called names such as Raspberry Grapefruit? All of our scents are very complex and diverse and we work with a very broad range of botanical ingredients to create new and exciting fragrances. This allows us to put a unique spin on our names (creating new names is probably the HARDEST part!!). Our perfumists have over 75 years industry experience, therefore allowing us to bring true to life scents, naturally.

We believe that if you are going to make a candle with Soy wax, it better be scented using only pure botanical scents!

Are your candles organic?

Regardless of what some manufacturers may claim, no candle can actually be certified organic. (The solvents used in the hydrogenation process of any natural wax make that physically impossible). That said, our waxes are made from natural, USA grown soy beans.

Are your products gluten-free? Nut free??

Really Felicia?? We hope you do not attempt to consume our products, we do not recommend doing so.

Does Natura test on animals?

All of our products (including raw material) are vegan and cruelty-free. We do not test our products or ingredients on animals. Although we are not responsible for the actions of our shop pup, Nero, who can not stop eating soy wax. We can attest that our original shop dogs, Rocco & Enzo (R.I.P.), lived a very long life of 15 years, and grew up sampling the wax (and received so many comments on how shiny their coats were!). As well the flock of birds who hang outside our shop waiting for wax scraps.

Is there a proper way to burn your candles?

Yes! A candle burn is affected by several factors including size and shape of vessel, wick, scent, temperature/draft in the room, etc. The key to achieving the perfect burn is to always allow your candle to completely liquefy across the top before blowing it out to avoid tunneling. Before each burn, make sure your wick is trimmed to ¼”. Don’t drop debris, like matches or wick trimmings, into the wax. Don’t place your burning candle on sensitive or uneven surfaces. Discontinue burning your candle when about ½” of wax remains.

• Never move or leave soy candles unattended while burning.

• Re-trim the wick before every use to 1/4 inch.

• Burn soy candles long enough to ensure even burn pool.

• Discontinue use when only 1/2 inch of wax remains.

• Burn in a draft-free area, and away from children and pets.

• Keep soy candles out of direct sunlight and away from heat sources...They will melt!

• Always place soy candles on or in a non-combustible, heat-resistant base set on a level, stable surface.

I'm interested in selling Natura Soy Candles in my store. What should I do?

We would love to work with you! Our customers are always looking for more ways to find us locally. If you are a storefront or online business, please get in touch with us! We have a full wholesale pricing list so for more information please get in touch with us here.
There is a minimum order requirement for all wholesale orders.

I would like to be a Brand Ambassador or a Collaborator with Natura Soy. What do I need to do?

We love that there are people out there that want to share Natura Soy with their peeps. Even after 15 years, we are still always growing and could not have done it without the love and support of our partners and customers who believe in us! There are a variety of ways to help us spread the word!. Please email candles@naturasoy.ca to find out more about this.

Want to feature Natura Soy in your publication, or need high-res images? Contact us at candles@naturasoy.ca to connect with our Marketing and Communications Manager.

We offer candles that can be customized for you! With over 15 years fragrance experience, we can work with you to create a candle that reflects what you are looking for. Together with our industry leading perfumists, we can put together something that is truly reflective of your vision.

Custom candles are a great addition to a corporate gifting program, brand recognition as well as advertising.

Please note, we do not private label our own house scents and minimum quantities are in effect for natural blends (it takes a lot of lavender to create a candle!). Please contact us candles@naturasoy.ca for more info.

Scent is something that will always bring back a memory. Why not have it included in your special day? We offer tailored packages, all hand crafted to your specific needs. You can work with us to create something that is truly special to your event. Customize our candle with important names, dates and scents.

We understand how important the finer details are and aim to do everything we can to make your special event that little bit brighter.

Our packages start from a minimum order of just 50 candles offered at a reduced prices. You can work with us to create a custom label and unique design to match your event.
• Wedding Day Venue/Table Decoration
• Wedding Gifts
• Bridal showers
• Corporate Gifts
• Birthday Parties
• Baby Showers
• Christenings

For more information, please contact us at candles@naturasoy.ca

We've started an amazing new Loyalty & Rewards Program for our #1 fans. Click here to learn more.

I just placed an order and I forgot to log in! Can I still get points for the purchase?

We are so sorry, we are unable to retroactively apply points for purchases made when you are not signed in to your account! We apologize for any inconvenience this may cause you and encourage you to sign in each time you purchase with us.

I just made a purchase and forgot to use my redeemed rewards code! Can you apply that for me?

Oh man! We are so sorry, but we are unable to retroactively apply the Rewards Points to your transaction. Please feel free to keep your custom redemption code though, as it is good for 1 year and can be used on your next purchase.

Can I use my redeemed rewards and another discount code on my order?

Our system limits us to only one discount code per order. Please choose which code you would like to use on your order. May we suggest using the code that gives the best discount? =)

I need to return an item I purchased. Will I lose my points from this purchase?

Yes - Points earned for a purchase that is the subject of a return, refund, cancellation or declined credit card, will be deducted from your account in the amount equal to the points earned during the original transaction (including any bonus points that may be applicable). If a return will cause your account to have a negative point balance, you will not begin earning points again until your points balance is returned to zero (0), by making purchases. (For more returns info - see the Returns FAQ above). Rewards Discounts will be applied evenly to each line item for returns purposes.

I used some redeemed rewards on a order that I am now returning. Will I lose my rewards?

We are so sorry, unfortunately our Rewards Coupon codes are only eligible for a one time redemption. Returned orders, where Reward Coupons have been applied, may not be credited back any redeemed Rewards. Rewards Discounts will be applied evenly to each line item for returns purposes. We do apologize for any inconvenience this may cause you.

• All prices are in Canadian funds.
• We accept payment with all major credit cards (VISA, Mastercard) as well as Paypal.
• Debit is available thru PayPal.
• You no longer need to setup a Paypal account to checkout.

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. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to Natura Soy within 7 days of delivery.

You may also exchange your product for another candle of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items.

We are unable to cancel orders 24 hrs after order placement. 


In the event the package is damaged during shipping you may return your unused candle(s) for a full refund of your purchase price, less shipping and handling within 14 days of delivery. Please contact us candles@naturasoy.ca for further details.

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