Frequently Asked Questions
Have a question about our candles, shipping, or candle care? We've answered some of the most common questions below. If you can't find what you're looking for, feel free to get in touch!
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Do you ship outside of Canada?
At this time, we ship within Canada Only. Once international shipping starts, there will be an announcement made. Follow on Instagram for more!
How long does shipping take?
Each order is processed and fulfilled by me, John, so typical process times are within 2-4 business days. Delivery times may vary based on location and carrier delays.
Will I receive tracking information?
Yes. Tracking information will be sent once your order has shipped.
What wax do you use?
Our candles are made with a 100% soy wax blend imported from the United States.
What wicks do you use?
Our wicks are High Tensile Paper wicks. HTP for short. These wicks are a cotton flat braid wick with paper filament. Its to help minimize mushrooming and soot. These wicks are Natural and Unbleached.
How long do your candles burn?
Our 8oz candles typically burn for approximately 40-50 hours when properly cared for.
Are your candles strongly scented?
Our fragrances are designed to create a balanced atmosphere without being overpowering.
Are your scents cruelty-free?
Yes! Our premium fragrance oils are cruelty-free.
Why is my candle tunneling?
Tunneling often occurs when the first burn isn't long enough. Allow the wax to melt fully across the surface during the first burn.
Why should I trim my wick?
Keeping the wick trimmed to approximately 1/4" helps maintain a cleaner and more even burn. Also helps prevent mushrooming of the wick and that unwanted burning smell. Be sure to trim after that first light!
Help! My candle has white "frostings" on it.
Frosting is a normal procedure that happens after pure soy wax blends is cured. It doesn't effect the performance of the candle. Don't worry, you're safe!
Can I reuse the candle jar?
Absolutely. Once cleaned, the jar can be reused for storage, decor, or organization.
Do you accept returns or exchanges?
Due to the nature of handmade products, returns are not accepted on used candles. If there is an issue with your order used or unused, please contact us and we'll do our best to help.
Who makes the candles?
Every Northern Ember candle is made by me, John, in Ontario Canada. From testing fragrances and designing labels to packing the orders. Each step is handled personally by me!