Company Policies!

Company Policies & General Information

1. MINIMUM ORDER

We do not require a minimum order to purchase wholesale, and we charge no handling fees. Shipping charges will be added to each order as well as any necessary shipping insurance.

2. ORDERING

Orders may be placed by phone during business hours (please do not leave orders on the voice mail system), or 24 hours a day through our secure online shopping cart, fax or mail. If sending payment with order, please call ahead for your total with shipping. If you need an order rushed out the same day, you must call in the order by noon Central time to guarantee it! We cannot guarantee online orders to go out the same day in every case. A $3.00 rush fee will be added to your order. When ordering, please have your order ready, and make sure it is complete. Since orders are processed immediately, once your order is placed it cannot be changed! Any additions will treated as a new order and will be shipped separately. Please refer to the web site pages when ordering, and give the product name & item number for each item being ordered. Make sure to relate any special shipping instructions at time of order. Credit card orders ship out as soon as they are processed. Paypal orders must wait for a payment request e-mail, and once the request is approved they are shipped. Payment by mail orders ship once we receive payment. Hold for payment orders must be paid with a Money Order or Certified Cashier's Check. Once order is placed we will process and give total with shipping. The order will be packed and held until payment arrives. We can only hold packages for 2 weeks, at which time they will be unpacked and returned to stock. Unclaimed orders will be billed a 15% restocking fee. We are not responsible for any delays due to credit card declines, check declines, or Paypal approvals.

3. LOCAL ORDERS

Local orders can be picked up at our office during business hours Tuesday thru Friday. The order must be placed ahead of time by phone, and we must have at least 24 - 48 hours notice. All local credit card orders must be picked up by the person ordering, and the credit card must be brought in for us to scan and charge slip must be signed when the order is picked up. All orders picked up locally must be charged Wisconsin tax unless we are provided with a copy of your Wisconsin tax ID certificate at the time of the order. We do not have a retail location or a shop, the office is for pick ups only and cannot take walk-in orders. We do have a display of fragrance samples set up for sniffing though :)

4. BUSY SEASON

Our busy season usually runs from August through December. During this time, orders may take longer to process and ship, sometimes anywhere from 1 to 4 business days. We cannot hold orders for out of stock items during busy season. Rush orders must be called in by phone before noon Central time in order to be shipped the same day, and they will be assessed a $5.00 rush fee during busy season. Special order bulk fragrances may take 3 weeks to arrive in our warehouse during this time, so please place your special orders plenty in advance! Large orders may require a deposit, and cannot be cancelled.

5. CREDIT CARDS

The name on the credit card must match the name on your account, and the address must match the billing address of your credit card. If the shipping address is not the same as the credit card billing address, please note this when ordering. If your card is a debit card, please specify if you will need to be contacted with your total charges so you can enter that in your checkbook ledger. In order to prevent mix ups and to protect against fraud, we no longer keep credit card numbers on file in our shopping cart or in the office, so you will need to give your number each time you order.

6. CHECKS

Sorry, we do not accept regular checks. We accept electronic checks through CrossCheck, Inc. Checks must be from U.S. Banks, and no larger than $3,000.00 to be accepted. We are only able to accept up to $3,000.00 in checks per customer, per month. To set up an account, you will need to fax or mail us a voided check from your checkbook, and provide your driver's license number and bank contact info. Once we have your checking account information on file, you can order with just a check number. We cannot alternate checking accounts on orders, so once you have an account set up you must use that one each time you wish to pay by check. If you change checking accounts, we will need a new copy from your checkbook. Any checks returned for non-sufficient funds automatically go through Cross Check, Inc. and will be assessed a returned check fee of $25.00 or the maximum allowed by law, plus bank fees. In the event the check is returned unpaid, CrossCheck may redeposit it electronically. If checks are returned NSF, we will not be able to accept checks from your account in the future.

7. TERMS

All orders must be pre-paid before shipping. We do not offer any credit terms. Government P.O.'s are accepted.

8. AVAILABILITY / STOCK / BACKORDERS

We make every attempt to keep all products in stock, but we can not guarantee their availability. Out of stock items will not be back ordered. If any items are out of stock, we will attempt to contact you by e-mail or phone for instructions. At that time you will be given options of choosing alternate items or canceling those items. If we cannot contact you before the end of the next business day, your order will be shipped without those items and you will need to re-order them at a later date. We will be happy to add you to a waiting list and notify you when those items come in so you can re-order. We cannot be held responsible for any situation that may arise due to an item being out of stock. Items that need to be special ordered, such as bulk fragrances, etc. may require a deposit and cannot be cancelled. Please allow ample time for special orders to arrive.

10. SHIPPING

UPS/Fedex: We do not ship C.O.D. All orders in the continental United States and Canada are shipped UPS ground. Shipping rates are based on the weight of the packaged order. Ground orders are not guaranteed by a certain day, and therefore cannot be reimbursed for if late. Rush orders will be charged the current UPS rates on specified method (Next Day, 2nd Day, 3rd Day, or Next Day Saturday Delivery) plus a $3.00 rush service charge. You may use your order number (invoice #) to track your package on our website. Multiple box shipments sometimes arrive a day apart. Give the packages at least 1 extra day to arrive before calling for a tracer.
CANADIAN: Please be aware that additional charges will be assesed by customs at the border, including GST taxes and UPS brokerage fees. We cannot estimate these fees prior to shipping. If you choose USPS instead, your order will not ship until the Friday following the order date.
POSTAL: We offer Postal shipping only to insurable areas outside the continental United States. Postal shipments can take approximately an extra week to ship out, so mail shipping is not available on rush orders. Priority Mail & Surface Mail are available to Hawaii & Alaska. Parcel Post Air (4-7 days) & Parcel Post Surface Mail (4-6 weeks) are available outside of the US. If shipped Parcel Post, there is a 30 day waiting period before a tracer or claim can be placed on the package.
FREIGHT CARRIERS: Delivery by trucking company can be arranged on larger orders, call for quotes. If you prefer, you are welcome to arrange for your own freight company to pick up your order instead.

11. DELIVERY

See our shipping page for the estimated UPS ship time to your area. Please do not miss your delivery. If the carrier is unable to make delivery for any circumstance other than our error, you will be responsible for the cost of re-shipping your package. Any packages returned to us due to customer refusing delivery will be billed for the shipping charges incurred, plus a 15% restocking fee unless refused due to an error on our part.

12. DAMAGED SHIPMENTS

If your package does not arrive in acceptable condition, Do Not Accept it from the carrier. Contact UPS at 1-800-742-5877 IMMEDIATELY if there is any damage, spillage or breakage. All packages leave our warehouse in good condition. Our responsibility ceases upon delivery of our goods to the carrier. You must get a Claim number from the carrier.

13. RETURNS

The following merchandise is not returnable under any circumstances, unless shipped by error on our part. This includes: Fragrance Oils, Soap Bases, Bath-n-Body Bases, Liquid Dyes, Mineral Oil, Petrolatum, All Waxes & Gels, Wicks, Stearic Acid, Mica Powders, Cosmetic Glitters, Jojoba Meal, Flavor Oils, Books, Starter Kits, etc. The following items are not returnable if used or partially used: Dye Blocks, Oil Wicks, Mold Sealer, Labels, Ceramic Light Bulb Rings, and any Packaging Supplies or Containers that have been filled/used. This policy is for your own benefit and protection and so we can ensure the high quality of our products. With this policy in effect, you can rest assured that the products you buy from us have not been contaminated by any outside sources. All other merchandise returns accepted only within 15 days of receipt. Returns must be approved, please call or e-mail Returns@candlesupply.com for authorization. Unless our error, a 15% restocking fee will apply to all returns to cover any re-packaging costs, credit card fees and labor incurred. All returns must include a completed return form with the original invoice number and reason for return. Merchandise must be received in proper packaging and in good condition to be accepted. If items are not received in re-saleable condition they may not be accepted. Unless due to an error on our part, customer is responsible for shipping on all returns. In-store credit only, no cash refunds are given unless shipment was our error. Do not send new orders with returned items for an exchange! Doing so might delay your order, as returns are unpacked in the order they are received. You will be notified when we receive your return, and then you can use that store credit on a new order.

14. SPECIALS / SALES

No substitutes are given on sale items. Monthly fragrance specials are given as follows: For every 5 lbs of fragrance you buy (including closeouts), you are allowed one 1 lb bottle of the sale scent for the current month, at the sale price listed in the monthly newsletter. Scent orders must include at least 5 lbs of their particular line to qualify for the mix & match pricing. If any of the desired scents are currently out of stock, you will be asked to choose an alternate. Sample specials are limit one per type. If any sale items are out of stock, a rain check will be given. We will note the rain check on your invoice and you can receive the sale price on your next order. Does not apply to discontinued items.

15. SATISFACTION GUARANTEE

We want you to be satisfied with your purchases, and will do our very best to accommodate you in every way we can. If you are not satisfied with a purchase, you may return it for an in-store credit towards your next order (excluding all non-returnable items as mentioned above). Fragrance oils are not returnable due to sanitary reasons for your protection, so we encourage you to take advantage of our 1oz. sample sizes. We cannot reimburse for materials used in testing products, such as fragrance oils, wax, or any other candle or soap supplies. Testing is a necessary part of candlemaking, and is the responsibility of the consumer.

16. WHOLESALE

We do not require a tax ID# or business license unless you are in the state of Wisconsin. The prices listed on our product pages are wholesale, and we offer several price breaks on larger quantity purchases on our Bulk Buys page. If you are interested in even larger quantities, or special order items, please feel free to contact us.

17.WARRANTIES

Bitter Creek Candle Supply, Inc. makes no warranties, expressed or implied, as to the suitability of any certain product for use in secondary products or the actual results of its use in any such products. BCCSI expressly disclaims any and all liability resulting from the use of these product in any secondary products produced thereby. We have not tested every possible combination or formulation that can be made with the huge variety of products we carry. Nor can we test each new batch or lot that comes in. Although the products are usually consistent in quality, it is common in our industry for occasional variances to occur in products such as waxes and fragrances, therefore slight adjustments to your formulas or methods may be needed at times. Any instructions, directions or tips given on this site are strictly for informational purposes and are only helpful guidelines to be used as a starting point. This information is provided without warranty of any kind or fitness for a particular use or purpose. Customers are encouraged to experiment and conduct their own tests, as they are responsible and liable for any products they manufacture. Read all labels, spec sheets and MSDS Sheets.

All prices and policies are subject to change without notice. Not responsible for any typographical errors.
Bitter Creek reserves the right to refuse sales to anyone for any reason.

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1-877-635-8929
Please have order & item numbers ready when calling. Thank You!

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www.candlesupply.com / www.candlemaking.net / www.bittercreek.net / www.soapsupply.com
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