Ordering and Shipping
Payment Methods Accepted
Credit & Debit Cards
We accept all major credit cards (American Express, Discover, Mastercard & Visa); and debit cards. There are no additional fees added to orders selecting this payment method.
For those who prefer PayPal, select the "Internet Payments" tab and select the PayPal checkbox. For additional information about PayPal, you can visit PayPal.com. There are no additional fees added to orders selecting this payment method.
We currently ship using USPS, FedEx Smart Post and UPS Ground within the United States, and UPS Standard for orders placed outside the U.S. During the holiday season we also have UPS 3-Day Select and UPS Next Day Air available. If you need an expedited service at another time of the year, please contact us. You can estimate shipping costs at any time by going into View Cart and selecting the Estimate Shipping option. When you enter your location information, the shipping rates will be calculated in real-time by the shipping providers. This means our shipping prices are "actual". What you pay to us is what we pay to our shipper.
Colorado customers have a Will Call option free of charge.
Orders placed during big sales events and during the holidays can take a little longer to process than usual, as we tend to get extremely busy during these times. Also all candles are made to order and in the order received. They also need to sit for at least 24 hours after pouring for proper curing, before we can proceed with packaging and shipping. The monthly clubs will ship out within the first two weeks of the month.
Please note that for international orders, Dream Soy Candles has no control over, or liability for, any customs or import duties that could be levied when the package reaches your destination country and for which you will be liable.
Greg, co-owner of Dream Soy Candles, is our premier packager and he takes great pride in in the care and quality he puts into each package that goes out, ensuring your package arrives safe and secure. Many of our customers have written back to say how much they enjoyed opening their packages.
When your package ships, you will receive an email from us and from the shipper, and both will have the tracking number.
To check the status of your order:
If you created an account: You can check the status of your order anytime by logging in to your Account Orders page. If your order status says Complete, that means it has shipped and there will be a tracking number in the order details. If it says Paid or Open, it is still being processed. If you'd like to inquire on when it will ship, you can select Start Communication to send a message. You can also reply to this email to ask about the status.
If you did not create an account (if you checked out as Guest): you can check your order by visiting DreamSoy.com and click on My Account in the upper right corner and enter your order number or email address associated with the order in the field that says Track my order(s). If your order status says Complete, that means it has shipped and there will be a tracking number in the order details. If it says Paid or Open, it is still being processed. If you'd like to inquire on when it will ship, you can select Start Communication to send a message. You can also reply to the order confirmation email sent when you placed your order to ask about the status.
Benefits of becomming a registered member:
- Checking order status is easier and faster.
- Speed up future purchases and the checkout process.
- Personalize your shopping by using the Wish List and earn and spend Reward Points.
- If you haven't registered and these benefits sound ideal for you, you can register here. (Important: To have your current order associated with your new account, you must first locate the order by following the same instructions above under If you did not create an account and then while in that order details page, click My Account in the upper right corner and select Register).
We will replace any defective or inaccurately shipped products. A product will be considered defective if all burning instructions are followed and the product still does not burn properly. Please see the label on the bottom of your product and our Candle Care and Safety tips for proper burning and candle care instructions. It is the customer's responsibility to read the provided information and follow the proper instructions, for their safety and for the best result from the products.
In the unlikely event that there is a problem with the products that you have purchased, you may return them to us within ten (10) days after you have received them. Please provide an explanation for the return with your package (or you can contact us with an explanation). We would appreciate your letting us know of your return so that we may begin the process on our end of researching a potential cause for the problem and can thus be ready to issue your refund or exchange when your return arrives.
Once a return is received, we will offer you a refund in the form of your original payment, or an exchange for something of equal value if preferred, provided we conclude that the products are in fact defective or were shipped incorrectly.
Dream Soy Candles will not accept returns for summer heat damage as it is something we are unable to control. We are very conscientious of where we are shipping to and on what dates to ensure the least amount of time in transit possible. Please make sure you are available for delivery of your package or have the package delivered to an air conditioned location.
Please be aware that international customs duties and sales taxes are NOT refunded for international shipments. It is the customers responsibility to retain copies of all tracking information and to ensure that the returned goods arrive within the above stated time frame. Please note that Dream Soy does not accept liability for returned goods.
When returning items, you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. We will only refund or provide an exchange for the costs of postage / transport where the item returned is faulty.
We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be credited to you.
Please contact us with any questions you may have regarding our Return Policy.
Cancellation and Returns (UK Only)
Under the distance selling regulations (United Kingdom) you have the legal right to cancel your order within 14 working days of receipt of the goods. If you want to cancel your order, you need to notify us in writing by e-mail within those 14 days. Once you have notified us, any sum debited from your credit or debit card will be re-credited to your account as soon as possible and in any event within 30 days of your order. This applies to all of our products.