Question about an Order
Questions About Your Order?
We want your Good Llama experience to be a good one, from the moment you place your order until your candles arrive at your door. Occasionally, things don't go quite as planned. If something goes wrong, we're happy to help!
Where's My Order?
We know you're excited to receive your candles, and we're just as excited to get them to you!
Our normal processing time is 3–5 business days, followed by shipping time. During particularly busy periods, especially the holiday season, processing may take a little longer.
All orders ship via UPS, and tracking information will be provided once your order ships. Please allow up to 24 hours for tracking updates to appear.
If your package appears to be delayed or hasn't arrived within the expected delivery window, please contact us. We'll be happy to help you look into it.
My Order Arrived Damaged
Oh no! We take great care when packing our candles, but occasionally a package has a rough journey.
If your order arrives broken or damaged, please email us at ljbyman@gmail.com with your order number, a photograph of the damaged item, and a brief description of the problem.
We'll work with you to make things right.
What's That White Stuff on My Candle?
Don't worry, your candle isn't defective!
Soy wax sometimes develops white patches or slight discoloration, a natural characteristic known as frosting. Temperature changes during shipping can make it more noticeable.
Frosting doesn't affect the fragrance or performance of your candle. It's simply one of the little quirks of natural soy wax.
If you're unhappy with your candle's appearance, please contact us so we can discuss an exchange. Just keep in mind that frosting can occur again.
Something's Missing (or Something Extra Showed Up!)
We're human, and although we try our very best, occasionally a candle takes a wrong turn.
If an item is missing or you received something you didn't order, please email us with your order number and let us know what happened.
And if we accidentally included an extra candle? Consider it a little unexpected gift from us. It's yours to keep!
Still Have Questions?
We're a small business, and customer service matters to us. If something isn't right with your order, please reach out. We'll do our best to help.
Email: ljbyman@gmail.com