Orders & Shipping
How long does processing take?
Our Islamic candles are made to order with Candle Builders. Processing is 2–5 business days before shipment.
Why might my candle look slightly different from photos?
Each candle is individually printed and hand-finished. Small variations in label alignment, color tones, or wax surface are normal for print-on-demand production.
Will items in the same order arrive together?
Sometimes orders ship in separate parcels depending on production and carrier logistics. You’ll receive tracking for each package.
My order arrived damaged. What do I do?
Email us within 7 days with your order number and clear photos of the candle, packaging, and shipping label. We’ll replace or refund per our policy below
What if my package shows “delivered” but I can’t find it?
Please check with household members, neighbors, and your post office. If still missing, contact us—we’ll help you open a carrier claim. (Stolen/misdelivered parcels aren’t refundable but we’ll do our best to assist.)
Can I change my address, scent, or cancel?
Because items are made to order, changes or cancellations are only possible within 2 hours of purchase. After that, production begins and we can’t modify or stop the order.
What are the shipping times?
U.S. delivery typically arrives 3–7 business days after dispatch. Rural areas and holidays may add time
Do you ship internationally?
At this time we ship within the U.S. only. However, we are working on international shipping. You may try to see if it is currently available.
Will I get tracking?
Yes—a tracking link is emailed the moment your order ships.
Payment & Security
Which payment methods do you accept?
We accept major credit/debit cards and accelerated checkouts like Shop Pay, Apple Pay, and Google Pay (availability may vary by device).
Is your checkout secure?
Yes. Payments are processed via PCI-DSS compliant gateways with SSL encryption. We never store full card details on our servers.
Can I use a discount code?
If you have a valid code, enter it at checkout. One code per order; codes can’t be combined with other promotions unless stated.
Can I split payments or use Buy Now, Pay Later?
If enabled in your region, Shop Pay Installments/BNPL options will appear at checkout.
What currency and taxes are used?
All prices are in USD. Sales tax is applied at checkout where required by law.
Returns & Refunds
What is your return policy for candles?
All candles are made to order by our partner (Candle Builders via Printify). Because items are produced after you purchase, we don’t accept returns or exchanges for buyer’s remorse, scent strength preferences, color perception, or label/style changes.
Normal variations that aren’t defects: slight wax frosting or surface texture on plant wax, tiny label shifts, natural wooden-wick grain, and differences in how fragrance is perceived based on room size/ventilation.
What if my item arrives damaged or with a print issue?
We’ll make it right in line with Candle Builders/Printify guidelines.
Report within 7 calendar days of delivery by emailing [your support email] with:
- Order number + brief description
- Clear photos of:
- Shipping box (all sides) & visible shipping label
- Product label on candle bottom
- The damage/defect/print issue (multiple angles)
- Any packing materials
Don’t discard the item or packaging until we confirm next steps. When approved, we’ll replace the item or refund your original payment method.
Safety note: Used/burned candles can’t be returned and aren’t eligible for replacement.
Can I cancel after I’ve placed my order?
Yes—within 2 hours of purchase. After 2 hours, your order moves into production and can’t be changed or canceled.
Do you accept returns on sale or personalized items?
No. All items are made to order, so no returns or exchanges (this includes sale and personalized designs).
My package says “delivered” but I can’t find it—what should I do?
First, check with household members, neighbors, your building/office, and your local post office/UPS Access Point. Carriers sometimes mark early—please allow 48 hours.
If still missing, contact us within 7 days of the “delivered” scan. We’ll open a carrier inquiry and follow supplier guidelines to determine eligibility for a replacement.
What if tracking stalls or my package is lost in transit?
Email us. After the carrier’s investigation window, we’ll replace or refund per Candle Builders/Printify policy.
The wrong address was entered—what happens?
Please double-check at checkout. If a package is undeliverable due to an incorrect/insufficient address provided by the customer:
- We can reship to a corrected address once the carrier returns it to sender. Reship fees (and any carrier return fees) apply.
- Refused or unclaimed packages are treated as undeliverable; refunds aren’t available for made-to-order items.
Do you offer exchanges for a different scent?
No. Because each item is produced on demand, exchanges aren’t available.
Where do you ship?
We currently ship within the United States only. Orders to freight forwarders or non-U.S. destinations aren’t eligible for replacements/refunds outside the U.S. carrier network and supplier policy.
Do I need authorization to return something?
Yes. Do not send anything back without written authorization. Unauthorized returns will be refused and not refunded. If a return is required , we’ll provide instructions and the correct return address.
How are refunds issued (when approved)?
Approved refunds are issued to your original payment method. Your bank may take 5–10 business days to post the credit. Original shipping is non-refundable unless the issue was our error or as required by supplier policy.
Scent of Sabr Subscription
How often do I get my candles?
Your box ships every month. Your plan bills every 3 deliveries (every 3 months) to keep things simple and save on fees.
What is billed every 3 months?
Your 3 upcoming monthly boxes are billed together. Example (Nur plan, 3 candles/month): you’re charged once for 3 months, and you’ll receive one shipment each month.
Can I skip a month or change my scents?
Yes. Use the Manage Subscription link in your confirmation email to skip, swap scents & labels (when available), or pause before your next renewal date.
Can I cancel anytime?
Yes—cancel in the portal before your renewal date. If a billing cycle has processed, that 3-month cycle is final, but you can cancel future renewals.
What are my savings?
Members save 8–15% off MSRP on every subscription box.
Do you ship internationally?
Currently U.S. only for subscriptions.
How do I update my address or payment method?
Click Manage Subscription in any subscription email to update address, payment, or delivery preferences.
Can I gift a subscription?
Absolutely. Enter the recipient’s shipping address at checkout. You can manage renewals or cancel anytime before the next 3-month billing date.
What if my candle arrives damaged?
We’ll make it right. Contact us within 7 days with photos, and we’ll arrange a replacement for damaged items.
What wax and wick do you use?
Our candles use coconut-soy wax with a wooden wick for a clean, cozy burn (approx. 50–60 hours per 9oz candle).
Are scents “Islamic-safe”?
We curate elegant, home-friendly profiles and faith-inspired labels. Full scent notes are listed on each product page so you can choose what suits your home.
Can discount codes be used on subscriptions?
Subscription pricing already includes member savings, so additional discount codes don’t apply.
When will I be charged?
On your initial purchase date, then every 3 months thereafter (you’ll receive reminder emails before renewal).
What’s your return policy on subscriptions?
Due to made-to-order fulfillment, subscription boxes are final sale. Damaged items are replaced—just reach out within 7 days with photos.
Need help?
Email info@sugarorchid.com . Include your order number in the subject line for the fastest service.