Frequently Asked Questions

Account Information

When you register with us, we’ll save some of your information so that you don’t have to enter it again on future orders. Plus we will email you about special discounts and promotions.

Please click on Login in the upper right-hand corner of the home page and follow the instructions provided, selecting Consumer as your customer type. If you have any additional questions, please feel free to email us at [email protected] or call us at 1-800-262-2305.

Please email us at [email protected] or call us at 1-800-262-2305 and we will assist you in resetting your password.

Ordering & Returns Information

No returns will be accepted without a valid return authorization number.

  • If the product is damaged or defective, we will either replace it or provide a refund.
  • If you are unhappy with any of our products, please email us to let us know. We will provide return information and process a refund once we receive the item back. If it is a problem with the product, we will pay to have it returned. If you just changed your mind, the item will need to be returned at your expense and we will provide a refund for the product minus a 15% restocking fee.
  • Candles that have been lit or melted are not eligible for a refund.
  • Candle Warmers, Etc. will not honor claims, returns, or exchanges when our products are purchased through Ebay® or secondary parties.

Orders are processed in one to two business days. If you need to make a change, please call customer service at 1-800-262-2305 as soon as possible.

Orders placed on weekends or holidays will be processed the following business day.

Please allow 48 hours for order processing on all but expedited orders. The order will appear 24-48 hours after the order is placed in your on-line order history. If you are concerned that the order may have not been completed, please contact customer service at 1-800-262-2305 before placing the order again. This will help avoid duplicate orders.

You will receive confirmation through email once your order has been received. If you do not receive a confirmation email from us in 24 hours, please check your email “Spam” folder. If after four working days you still have not received a confirmation email from us, please call our customer service department (1-800-262-2305).

Yes! Please contact Customer Service at 1-800-262-2305 for orders outside of the U.S. and we will be glad to help you.

Most orders will be processed within two to three business days. Please add three to six business days for typical FedEx delivery. If you require faster delivery, please call our customer service department (1-800-262-2305) to ask about Next Day or Second Day shipping.

While we do our best to ensure that we have sufficient stock on all of our items, on rare occasions we may run out of stock. If we do run out of stock on a particular item you’ve ordered, we will ship any in-stock items in your order immediately and then notify you via email regarding which items are back-ordered. Products that are out of stock but will arrive within 21 days of your original order will be back-ordered and will ship as soon as they are available. Backorders that are less than $50 dollars will automatically be canceled. Shipping charges will apply to all backorders.

Shipping & Delivery Information

Yes. If you require faster delivery, please call our customer service department (1-800-262-2305) to ask about Next Day or Second Day shipping.

If your product arrives damaged or is in any way defective, please call our customer service department at 1-800-262-2305, Monday – Friday from 8:00am to 5:00pm MST. Please have your order number ready. Your account will be credited or a replacement product will be shipped promptly.

Product & Warranty Information

In the unfortunate event you receive a defective item please send us a message via chat in the bottom right hand corner or send us an email at [email protected] with information on your product and we’ll start the process of making it right.

If you find the need to submit a warranty claim on a product please send us a message via chat in the bottom right hand corner or send us an email at [email protected] with information on your product. Once we receive your information we’ll find your product and start the claim process.

Candle Warmers Etc. and Airome product prices are subject to change without prior notice and all orders shall be invoices at the prevailing prices at the time of shipment.

No, the bulbs found in your candle warmer lamps or lanterns have a narrow beam that is focused directly onto the candle. Bulbs that are found in hardware centers have a beam with a wider focus and will not melt the candle. Click here to order replacement bulbs.

The diffuser cords are 5 feet long.

Most bulbs last between 1,000 to 1,500 hours. Turning your bulb on and off within a five minute period will shorten the life of the bulb.

All Candle Warmers Etc. ceramic diffusers are hand-crafted and hand-glazed. Occasionally, our diffusers contain small blemishes such as pockmarks, pinholes, indentations, smears, streaks, glaze voids, and other common imperfections on the glaze surface. In addition, many of our ceramic diffuser sleeves use a reactive glaze process where a base coat and topcoat are applied, which then “reacts” to heat in the kiln. The result is a one-of-a-kind glazed look that can be slightly different from diffuser to diffuser.

Candle Warmers Etc. and Airome product prices are subject to change without prior notice and all orders shall be invoiced at the prevailing prices at the time of shipment.

The lab reports for our products containing CBD are found HERE.

Wholesale Information

Please click on Login in the upper right-hand corner of the home page and follow the instructions provided, selecting Wholesaler as the customer type. You will need a valid Tax ID number. If you have any additional questions, please feel free to email us at [email protected] or call us at 1-800-262-2305.

Minimum dollar amounts on orders are $400.00 on opening orders and $100.00 on reorders. Minimums are also set by the products master case quantity. We set minimums in order to keep shipping charges as low as possible, so we do require that you order in minimum quantities. We do however give you the option to mix and match colors/designs of like product in order to reach minimums.

Shipping charges are calculated at the time of shipment. If you would like an estimate before you place your order, you can call our customer service department at 1-800-262-2305 and we will be happy to assist you.

You can find our IMAP policies on our website HERE.

Privacy Information

Please see our Privacy Policy for details on how we use your information.

Resale Certificate Questions

A resale certificate is a signed document issued by a buyer (purchaser) and given to a seller (supplier), indicating they will resell the items purchased.
A sales tax license/permit or vendor’s license/permit is a government document issued by a state’s Department of Revenue or Department of Commerce. It is given to a buyer after they have registered with the state to do business within that state.
Simply put, a state issues a sales tax or vendor’s license to a business, allowing them to make sales-tax-exempt purchases. A business gives a resale certificate to their supplier, indicating they intend to resell the items purchased.

As a rule, a sales tax license/permit or vendor’s license/permit CANNOT be used as a resale certificate. Laws vary state-by-state, but in general, a buyer (purchaser) must submit a resale certificate to a seller (supplier) to make sales-tax-exempt purchases.

Resale certificate forms vary state-by-state. Some states will accept the Multistate Tax Commission’s Uniform Sales & Use Tax Certificate – Multijurisdiction Form or the Streamlined Sales Tax Exemption Certificate. Other states require their own separate form. A few states issue resale certificates directly to registered businesses in their state.
o States that accept the Multistate Sales & Use Tax Certificate Form: AL, AR, AZ, CA, CO, CT, FL, GA, HI, ID, IL, IA, KS, KY, ME, MD, MI, MN, MO, NE, NV, NJ, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, WA, WI
o States that accept the SST Exemption Certificate: AR, GA, IA, IN, KS, KY, MI, MN, NC, ND, NE, NJ, NV, OH, OK, RI, SD, TN, UT, VT, WA, WI, WV, WY
o States that require their own form: LA, MA, MS, NY, VA
o States that issue resale certificates directly to registered businesses: FL, LA, ME, WA
You can visit a state’s Department of Revenue website or Google “[State] Resale Certificate” for more details.

The information needed on a resale certificate varies state-by-state, but generally must include:
o The seller’s business name and address
o The buyer’s business name and address
o The nature of the buyer’s business
o The buyer’s state-issued sales tax number
o A description of the items the buyer intends to resell
o The signature and title of an authorized individual from the business
o The date the document was signed