Frequently Asked Questions
1. What is your return policy?
Although we are confident that you will love our product, things can go wrong. We will happily replace damaged or defective items at no cost to the customer. Due to our commitment to keep our prices affordable and the size of our company, a refund is only given for products that arrive damaged or due to something we've done wrong. If the fragrance isn't to your liking, you may return your candle, but we will not cover shipping costs. We stand by our product. If there is a unique concern, contact us a a human will sort it out.
2. Which payment methods do you accept?
The Good Llama accepts Credit Cards, Venmo, Cash or PayPal.
3. What are the ingredients in your candles?
- 100% Pure Soy
- Cotton Wicks
- Phthalate and vanillin Free fragrances made with essential oils
- Recycled Spanish glass jars from San Miguel, Spain
- Beautiful hand selected Crystals
4. How long has The Good Llama been in business?
5. Does the Good Llama do custom orders?
Custom Orders are our specialty. We have made personalized candles for birthdays, weddings, showers and various events.
6. How can I burn my candle safely?
Candle safety is very important! Here are the main safety guidelines:
Trim the candle wick to 1/4”. Always burn within sight - do not leave candle unattended. Keep away from pets, children and all flammable items. Every time you light a candle, trim the wick to 1/4” and let it burn until the entire top is covered in a pool of wax. This will help the candle burn evenly and cleanly.
7. What happens if my candle arrives broken or damaged, or an item is missing?
We will replace all products that arrive broken. Please contact us (via email (email@example.com) and include a picture of the product, and a list of what needs to be replaced. We will get you a replacement shipped out ASAP.
When your candle arrives it may have "frosty" white patches or slight discoloration. This is a result of temperature changes during shipping, and is a totally natural characteristic of soy wax. Luckily, it does not effect the burn or smell of your candle. If you are unhappy with the appearance we can exchange it for a new candle. Keep in mind that we cannot guarantee it won't happen again.
If you received a candle you did not order or one is missing from your order we apologize! Please email us and let us know the item you are missing or need exchanged. You may keep any product we may have shipped to you by accident.
8. What is my order is lost, stolen or delayed?
There are several reasons you may have not have gotten your order yet.
Within the USA, expect 4-10 business days to get your order. Our normal processing time is 2-3 business days, followed by shipping time. We use UPS and standard shipping time is 2-3 days. We might have a slower processing time during our busy times (Holiday Season) and may be up to one week.
All domestic orders should have a UPS tracking number
If it’s been more than 2 weeks, your order has either been lost or delayed. We can refund lost items, but more often than not, the order will show up eventually.
9. What is I don't like the scent?
If you find that one of our candles is just not right for you, not to worry! We do accept exchanges and returns for unlit, unused candles and tarts. Please ship them back to us at our address:
The Good Llama Co.
1 Morningside Drive
Topsfield, MA 01983
Make sure to include your name and address. For exchanges, please let us know which item(s) you’d like. If your item is unused, you can return it for a refund or exchange. We don’t cover shipping on returns and exchanges, so these costs will need to be covered by you.
We aren’t able to accept returns on partially used items (lit candles, etc).
10. Tell me about Tracking and Delivery.
Once you receive a shipping notification please allow 24 hours for your tracking number to start working.
If an item is marked as "Delivered" and you have not received it, here are our suggested next steps:
Verify the shipping address is correct and that you have a mailbox with your name on it. Check in with anyone else that might have received the package for you (ie. roommate, family member, neighbor etc).Bring the tracking to your local UPS office to see if they're holding it or they have any further information.If it has been 14 days after shipment and you've done steps 1-3 send us a message to let us know.