Shipping policy
At Northern Ember, every order is packed with care to help ensure your candles arrive safely. Please review our shipping policy before placing your order.
Shipping Locations
Northern Ember currently ships within Canada only.
At this time, we do not offer shipping outside of Canada.
Processing Time
Orders are typically processed and packed within 2–5 business days after payment is received.
Because our candles are hand poured in small batches, processing times may vary slightly during busy periods, product launches, holidays, or high-order volume.
You will receive a confirmation email once your order has been placed, and a shipping notification once your order has been dispatched.
Shipping Rates
Shipping is a $12 flat rate no matter the size or weight of the package. If your total order is over $50 before taxes than FREE SHIPPING may apply.
Delivery Times
Estimated delivery times vary depending on your location and the shipping carrier.
Once your order has been shipped, delivery times are outside of Northern Ember’s control. Delays may occur due to weather, carrier volume, holidays, or other circumstances beyond our control.
Local Delivery or Pickup
If local delivery or pickup becomes available, details will be provided at checkout or announced through our website and social media.
At this time, availability may vary.
Incorrect Shipping Information
Please make sure your shipping address is correct before placing your order.
Northern Ember is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
If you notice an error in your shipping information, please contact us as soon as possible. We will do our best to update the address before the order ships, but changes cannot be guaranteed once the order has been processed.
Lost or Delayed Packages
Once a package has been handed over to the shipping carrier, Northern Ember is not responsible for carrier delays, lost packages, or delivery issues.
If your package is delayed or marked as delivered but has not arrived, please contact the shipping carrier directly using your tracking information.
We are happy to assist where possible, but the carrier may require the customer to open a claim directly.
Damaged Orders
If your order arrives damaged, please contact us within 7 days of delivery.
Please include:
- your order number
- clear photos of the damaged item
- photos of the shipping box
- photos of the packaging materials
- a brief description of the issue
We will review the situation and determine the best solution, which may include a replacement, store credit, or refund depending on the circumstances.
Warm Weather Shipping Notice
Candles are sensitive to heat. During warmer months, packages may be affected by high temperatures while in transit or after delivery.
To help protect your order, we recommend bringing your package indoors as soon as possible once delivered.
Northern Ember is not responsible for candles left outside in extreme heat after delivery has been completed.
Order Tracking
If tracking is available for your order, tracking details will be provided by email once your package has shipped.
Please allow time for tracking information to update after the shipping label is created.
Contact Us
For shipping questions or concerns, please contact us at:
northern.embercandle@gmail.com
Please include your order number so we can assist you faster.