FAQs

Frequently Asked Questions

Crafted with care. Rooted in faith. Delivered with integrity.

OUR BRAND

What makes Soul Sent different?

Soul Sent is built on intention. Every product is hand-poured in small batches with premium, eco-conscious ingredients and real quality standards — fragrance experiences meant to feel peaceful and beautifully made, not rushed.

Are your ingredients clean and safe?

Yes. All of our products are made with:

Natural coconut-soy wax for jar candles
100% natural soy wax for sculpted candles
Phthalate-free, premium fragrance oils
Essential-oil infused blends
Alcohol-free room & linen bases
Lead-free wooden or cotton wicks

ORDERS & SHIPPING

How long does order processing take?

Orders ship within 2–3 business days, plus transit time. Processing may run slightly longer during high-volume seasons like holidays or major launches.

Do you ship internationally?

Yes — we ship worldwide via UPS. Any applicable duties and taxes are calculated and included in your total at checkout, so there are no surprise charges when your order arrives. Delivery times vary by location and customs processing. Domestic (contiguous U.S.) orders ship via USPS Priority Mail.

Is shipping ever free?

Yes — domestic orders of $50 or more ship free via USPS/UPS.

Will I receive tracking information?

Yes. Once your order ships, you'll receive a tracking number by email — domestic or international.

What if my tracking stops updating?

This can happen when carriers are delayed in scanning, or during customs processing for international orders. If your package hasn't moved in a few days, email us at soulsent.co@gmail.com and we'll help track it down.

Can I change or cancel my order?

Changes can be made within 1 hour of placing your order, before it enters production. Email us as soon as possible and we'll do what we can.

RETURNS, DAMAGES & CUSTOMER CARE

Do you accept returns?

Yes — we offer a 14-day return window from the date you receive your order. Items must be unused, in original packaging, with your order number. Custom, made-to-order, and sculpted candles are final sale unless they arrive damaged. See our full Refund Policy for details.

What if my order arrives damaged?

Email us within 48 hours with a photo of the product and packaging, and we'll make it right — a replacement or a resolution, no hassle.

What if my order is incorrect?

Email us and we'll correct it and ship the right items out with priority.

CANDLE CARE & SAFETY

How do I get the best burn from my candle?

Let the first burn last 2–3 hours
Trim your wick to ⅛–¼ inch before every burn
Keep away from drafts
Burn for no more than 4 hours at a time

This helps prevent tunneling and ensures a clean, even burn.

Can sculpted candles be burned?

Yes, though due to their shapes, sculpted candles naturally drip — always place them on a heat-safe, wax-compatible tray. Many customers keep them as decor for their detail alone.

FRAGRANCE PRODUCTS

How long do room & linen sprays last?

Each 4 oz bottle lasts 60–90 days depending on use. Alcohol-free, phthalate-free, and fabric-safe when used as directed.

How long do car diffusers last?

Typically 4–6 weeks depending on heat and usage. Gently tip the bottle weekly to refresh the fragrance.

WHOLESALE & CUSTOM ORDERS

Do you offer wholesale?

Yes — we work with boutiques, spas, and specialty retailers. See our Wholesale page for details.

Do you offer private label or custom candles?

Yes, for events, corporate gifting, weddings, and brand collaborations. Reach out with your vision.

GIFTING

Can I include a gift message with my order?