FREQUENTLY ASKED QUESTIONS

Check out our FAQ section below for answers to the questions we're asked the most!

If you're still scratching your head, don't be shy—use the contact form at the bottom of the page to reach out.

We're here to rescue you from the confusion abyss!

WHERE DO YOU SHIP?

We currently only ship to Canada and the United States. Please sign up for our newsletter to stay in the loop about when we will be able to ship worldwide!

WHERE DO YOU MAKE THE TROVE’S CANDLES?

Our bookish candles are created, hand-poured, packaged, and shipped out from our warehouse in Barrie, ON, Canada.

HOW MUCH DOES IT COST FOR SHIPPING?

For orders shipped within Canada, there is a flat-rate shipping fee of $15 CAD. If you’re order totals $100 CAD or more (before tax) and your order is shipped within Canada your order ships for free.

If you are shipping to the United States, the flat-rate shipping fee is $25 CAD. You will be responsible for any customs fees or taxes for your State.

We understand that shipping expenses can add up, so we are constantly looking for new and improved ways to reduce our customers' shipping costs.

We're genuinely grateful for your support in choosing to shop small with us!

WHAT ARE YOUR PROCESSING TIMES?

We create the scents and hand-pour each candle and wax melt that leaves The Trove warehouse. All orders will be shipped out in the order that they are received. Please have patience and allow for longer processing and shipping times during the holiday rush!

We are a small business and hand-pour our candles, so our typical processing time may lengthen from 1-4 days to 7-10 days during the holiday season, depending completely on order sizes and shipping backlogs.

Please click here for current processing times.

I NEED AN ORDER BY A SPECIFIC DATE. WHAT DO I DO?

If you ever need to get an order by a specific date, please contact us at the.trove.books@gmail.com to see if we can accommodate your request. We do not guarantee delivery dates, but we will do our best to get your order to you as soon as we can!

HOW DO I CHECK THE STATUS OF MY ORDER?

When your order has shipped, you will receive an email notification from us that includes a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at the.trove.books@gmail.com with your name and order number, and we will look into it for you as soon as possible.

HELP! I RECEIVED MY ORDER BUT THERE IS SOMETHING MISSING ….

At The Trove, we're truly sorry to learn that your order didn't arrive as expected. While we strive for perfection with each package, we're only human (as much as we wish we were Fae). Rest assured, we're here to make things right! Simply reach out to us at the.trove.books@gmail.com and let us know what's amiss or incorrect. We'll swiftly rectify the situation and ensure you receive your bookish treasures.

HELP! MY ORDER ARRIVED DAMAGED!

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the situation and make it right!

MY ORDER IS MARKED AS DELIVERED, BUT IT’S NOT AT MY HOUSE!

Shipping companies often mark items as delivered while they are still en route to their destinations. We get this question quite often, and we ask that you please wait 48 hours after you get the delivery notification before reaching out to us. However, if you can’t wait, no problem! Email us at the.trove.books@gmail.com. We are more than happy to work with you to ensure that you get your bookish treasures!

WHAT IS OUR DOMESTIC SHIPPING POLICY?

All orders are processed within 1-4 days after receiving your order confirmation email. You will receive another notification via email when your order has shipped, containing a tracking number. Custom and bulk orders will take longer, usually 1-2 weeks from the date of the order.

Once your package leaves our warehouse and is scanned into the post office, The Trove is no longer responsible for your items. You can track your package using the tracking number sent to your email. We ship primarily through Canada Post, however, and will do everything we can to make sure your package gets to you.

WHAT IS OUR INTERNATIONAL SHIPPING POLICY?

At this time, we only ship to the USA and Canada.

Please note that once your order arrives in the USA, it might be subject to import duties and taxes. These charges are your responsibility as the customer, and The Trove cannot be held accountable for them if they are applied. We advise you to be mindful of this before finalizing your purchase. While it's typically the post office's duty to inform customers about customs charges, we recommend keeping an eye on your tracking number to stay informed about your package's status.

Once the package has left our warehouse and is in the possession of Canada Post, we are no longer responsible for the shipping speed or transit times.

If the package is taking significantly longer than the tracking suggests, please contact us at the.trove.books@gmail.com, and we will do our best to get your items to you as soon as possible.