FAQ

When will my order ship?

Processing time is 1 to 2 business days (after payment is cleared) for items in stock. This is not included in the shipping time.

Processing time is 3 to 4 business days (after payment has cleared) for personalized items. This does not include shipping time.

Order processing time may be longer during peak holiday seasons or immediately after a popular promotion. If you have questions concerning when your order will ship, please email support@pamsscentsandgifts.com.

When will my order arrive?

Priority Shipping time is 2 to 4 business days, this does not include processing time.

How is COVID-19 affecting shipping?

From the US Post Office:

Standard packages may temporarily require more time to be delivered due to limited transportation availability as a result of the Coronavirus (COVID-19) pandemic.

Priority Mail's two-day and three-day service commitments will be extended to 4-5 days, respectively.

How much does shipping Cost?

USPS Priority Shipping

Orders under 5 pounds and under 35 dollars generally cost a fee of 8 dollars for Priority Shipping. The shipping time is 3 to 5 business days.

Orders above 5 pounds and under 35 dollars generally cost a  fee of 13 dollars for Priority Shipping. The shipping time is 3 to 5 business days.

Orders above 35 dollars qualify for free Priority Shipping to one address in the 48 contiguous united states.  

*Please note: Free Shipping is only applicable to the contiguous US States. Due to high shipping costs we cannot offer the same  Rate to Alaska, Hawaii, Puerto Rico or the Virgin Islands.

Do you deliver?

We offer local delivery for orders over 25 dollars and within a 5 mile radius of our location in Dubuque, IA 52003.

Orders will be ready to deliver within 1 to 2 business days (after payment is cleared) for orders in stock.

Orders will be ready to deliver within 4 to 6 business days (after payment has cleared) for personalized items.

Pam's Scents and Gifts will contact the buyer to confirm delivery address and date/time of delivery.

Due to safety precautions, delivery will not be to the inside of a complex or building. Front door or curbside delivery only.

 

What do I do if my item arrives damaged?

Product Damaged Due to Shipment Mishandling

To be eligible for a credit or exchange please provide:

  • Pictures of the packaging before it is opened (each side).
  • Pictures of the damaged product.
  • Written description of the damage.
  • Your order number and proof of purchase.

Contact must be made by the customer to Pam's Scents and Gifts within 7 days of delivery.

Please contact support@pamsscentsandgifts.com to discuss the return, replacement, or credit you desire.

Product Defective (Seller at Fault)

To be eligible for a credit or exchange please provide:

  • Pictures of the damaged product.
  • Description of the defect of the product.
  • Your order number and proof of purchase.

Contact must be made by the customer to Pam's Scents and Gifts within 60 days of purchase.

Please contact support@pamsscentsandgifts.com to discuss the return, replacement, or credit you desire.

How do I exchange or return an item?

            Please see our full return policy Here.

How do I receive credit for an item?

            Please see our full return policy Here.

I haven’t received my item yet. What do I do next?

If your package tracking states delivered and you cannot find it, please follow these guidelines:

  • Look around for a spot the package may have been left or moved to.
  • Ask your neighbors.
  • Contact the post office.
  • Wait 3 more days to see if it shows up. Sometimes packages are marked as delivered and it was the incorrect package that was scanned.
  • Contact the police to file a report if you believe your package was stolen.

Contact support@pamsscentsandgifts.com to discuss options once all of the above have been completed.

 How do I return an item?

            Please see our complete Return Policy Here.

What do I do if my package was stolen?

If your package tracking states delivered and you cannot find it, please follow these guidelines:

  • Look around for a spot the package may have been left or moved to.
  • Ask your neighbors.
  • Contact the post office.
  • Wait 3 more days to see if it shows up. Sometimes packages are marked as delivered and it was the incorrect package that was scanned.
  • Contact the police to file a report if you believe your package was stolen.

Contact support@pamsscentsandgifts.com to discuss options once all of the above have been completed.

What fragrances do you offer?

We offer a variety of fragrances. Some fragrances are available only in candle form or melt form. Some fragrances are only available seasonally.

How do I use and maintain my candles?

  • Trim the wick to 1/4 inch before each use.
  • For the first burn of a candle; allow the candle to burn until the melt pool covers at least 3/4 of the top surface of the candle. Extinguish the candle and allow it to solidify. This helps the candle to burn properly for the remaining burns.
  • Keep burning candles away from drafts.
  • Discontinue burning a candle when 1/4 of an inch of wax is left in a container candle, or 2 inches of a pillar candle remains.
  • Always keep a burning candle within sight.
  • Place lit candles at least 3 inches apart.
  • Never touch or move a candle when the wax is liquid.
  • Never burn a candle on or near anything that can catch fire.
  • Keep candles out of reach of children and pets.
  • Always use an appropriate candle holder placed on a stable, heat resistant surface.
  • Keep the wax pool free of wick trimmings, matches, and debris at all times.

How do I use and maintain my wax melts?

Place one or more in your wax warmer or wax melter. Then light your tea light or turn on your  warmer if it is electric. When you are finished using them, you just turn off or remove the heat source and the wax will solidify until you are ready to use it again.

  • Do not add items (such as water or more fragrance) to you wax.
  • Do not use large tea lights for your warmers. The higher heat may cause your wax to boil or burn.
  • Do not burn your wax melts longer than 4 hours.
  • Do not pour melted wax into drains. Wax will solidify and clog drains.
  • The safest method to remove used wax out of your warmer/melter is to wait for the wax to solidify and pop out as a solid.

What candles sizes do you offer?

            Pam's Scents and Gifts currently offers:

6 oz Container Candles

2.8”W x 1.7”H             Single Wick

Approx. 20 Hour Burn time

6 oz. Tin Container      Min of 4 oz Wax

 

8 oz Container Candles

3.125”W x 2”H                       Single Wick

Approx. 30 Hour Burn time

8 oz. Tin Container      Min of 6 oz Wax

 

16 oz Container Candles

3.75”W x 2.375”H                  Double Wick

Approx. 45 Hour Burn time

16 oz. Tin Container    Min of 14 oz Wax

We will be off offering more sizes and containers in the future. Feel free to sign up for our newsletter or Contact Us for more information.

What are your wax melt sizes?

          We currently offer 1 size of wax melts:

3 oz. Container            Min of  2.8 oz Wax

*During the holiday season we have 7 oz holiday shaped melts in planning.

*We will be off offering more sizes and containers in the future. Feel free to sign up for our newsletter or Contact Us for more information.

What type of wax do you use?

We use a proprietary blend parasoy wax; offering the fragrance throw of a paraffin candle with the safety of a soy candle.

How do I qualify for free shipping?

Orders above 50 dollars qualify for free standard shipping to one address in the 48 contiguous united states.

Where is your company located?

Our company is located in Dubuque, IA.

How do I use a Gift Card?

Customers can redeem the value of a gift card by entering its unique code at checkout. This code isn't case sensitive. A gift card holds a balance, which can be spent over more than one order. Gift card balances are applied to the total value of an order, which can include taxes and shipping. 

Can I give my Gift Card to someone else?

If a customer wants to buy a gift card for someone else, they need to purchase the gift card and once they receive it in their email they need to forward the gift card email to the recipient.

How do I use a Discount Code?

A customer can use the chosen discount code at checkout.

Can I use multiple Discount Codes on my offer?

Unfortunately discount codes don't stack.  Only one discount code can be used per order.

What type of customizing do you offer?

At this time we offer the customizing of labels only. We do not have a section set up yet to streamline this.

If you would like a customized label on your candle or melt, please email us at support@pamsscentsandgifts.com. This may increase cost and processing time.

Can I cancel my order?

Orders must be cancelled within 1 hour of placing the order.

How do I dispute an item or charge?

Please see our return policy Here.

If you have any questions about item or charge disputes, please email support@pamsscentandgifts.com.

 

More Questions?

Please email us at: info@pamsscentsandgifts.com

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