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FREQUENTLY ASKED QUESTIONS

Can I ship a gift to my friend directly?

Absolutely! It is our favorite part of gifting! We make sure that sending gifts to your loved ones is stress-free and has seamless presentation – starting from beautiful packaging, inserts and personalized gift note, you can fill in with your order. There are no invoices or packing slips inside the box – just the pretty gift with a personal note from you, delivered right to your friend’s house. Make sure to fill in the message on the personalization and give us their address at checkout.

What to do if my order arrives broken?

Oh no, that can be the worst and we hope it will never happen. Stunning presentation and seamless delivery is our priority, that’s why we really pack all our gifts very safely, but accidents can happen (even if it is very rare). In this case, we are here to fix it! Please reach out to us (admin@bookbarapothecary.com) so we can get a replacement out to you and/or we can go over replacement options. Generally, this process would include the damaged item being sent back to our HQ. To expedite the process, please include a photo of the damaged item in your initial email along with your order number and we will make sure you one receive a replacement as soon as possible.

 

KINDLY NOTE: Our replacements or damaged  items are not for resale purposes. That would be deemed excessive or unfair. Should we find that our replacement policies are being abused by profiteering, we, in turn, would need to reevaluate our replacement policies with this person, and potentially not offer replacements for this person going forward. We reserve the right to refuse or cancel any replacements that we suspect or determine you are buying to resell. 

 

What to do if there is a mistake in my personalization?

Don’t worry! All the personalization you type in upon placing your order, we copy and paste to our design program – so there is no human error on our side. Lastly, if any issue happens from our side, just let us know asap and we will make sure your recipient will receive a replacement.

How long will my order take to arrive?

Dispatch time:

All products are made-to-order after your purchase and our current production time is 1-6 weeks, depending on the product and size of your order.

Shipping time:

USPS usually delivers your package 7- 14 business days after your parcel has been dropped off and you received your shipping notification.

KINDLY NOTE: During large sales, new product drops, or other situations that may largely increase our order load, the shop processing time may increase. Typically this is shared upon the announcement of the sale/product drop and accompanied by your order confirmation email stating the processing time.

 

How will I know when my order is shipped?

You will receive an email notification when your order is dispatched together with your tracking number. All parcels will have a tracking number.

 

My order is delayed, what should I do?

Once your package is dropped off at USPS, UPS, or FedEx it's the responsibility of the Postal Service, and out of our hands.

 

If your package is showing as delivered, but you are not seeing your package, please double check your front porch, as well as check with your nearby neighbors, as your box may have accidentally been dropped off there.

 

If you do not receive your package, please reach out to your local USPS, UPS, or FedEx before sending an email to customer service. If they can confirm your package has been lost, please reach out to our customer service (admin@bookbarapothecary.com), and we can get you set up with a replacement.

 

For lost or stolen specialty boxes, if we have enough stock left over to replace your box, we will gladly do so! We do require a payment to cover the re-shipping fee, but we will be covering the cost of the products.

 

Do you ship internationally?

Yes we do! International shipping has been tricky since the pandemic and we strive to provide effortless delivery. 

 

Do you offer pick up?

We just moved into our first office space, so YES, we can arrange for pick up for local Houstonians. Shoot us an email.

 

Can I change items in boxes shown on your website?

At this time, we are only offering well-thought-out combinations shown in our online shop. Although most have scent options for you to choose, some do not. We are hoping to bring in “build your own box” feature in the future. Stay tuned!

 

Do you accept returns?

All items are final sale. If you receive anything defective, in any way, please let us know and we will be glad to send a replacement. Please contact us within 7 business days of receiving an item if you need to report a problem. Anything past the 7 day mark will not be replaced.

Every now & again we may be able to step outside our policy and offer a return. In this case, we do require the original item to be sent back to our office (cost not covered by The Book Bar Apothecary), and once the item arrives the refund will be issued.

 

Cancellation Policy

Orders are able to be cancelled within 48 hours of ordering or until the order has shipped- whichever occurs first. We work quickly to get your order in the works, so it is possible your order may ship before you reach the 48-hour mark. If your order has shipped, we are unable to cancel your order even if it has not been 48 hours. 

 

Refunds are typically available in 3-7 business days, according to your bank's policies. Once we issue the refund, it is in the bank's hands to process the refund.PayPal refunds are typically available in 24 hours.

 

PLEASE NOTE: If an order placed experiences delays (preorders, specialty boxes, shop orders), this supersedes the cancellation/refund policy. If an order placed has delays, we will always allow a cancellation/refund, before the order ships or before fulfillment on that monthly box/preorder begins. 

Exchange Policy

All sales are final. If you accidentally ordered the incorrect product/size- please reach out within 48 hours of your purchase to us (admin@bookbarapothecary.com), as we may be able to correct your order. We work quickly to fulfill orders, so it is possible your order may ship before it reaches the 48-hour mark. If your order has shipped, we are unable to make any changes.

 

If you received the wrong size (from what was initially ordered), we will absolutely send the correct size! Reach out to us (admin@bookbarapothecary.com) so we can make this right for you! 

 

Every now & again we may be able to step outside our policy, and offer an exchange. In this case, we do require a payment to cover the re-shipping fee, as well as the original item being sent back to our office (cost not covered by The Book Bar Apothecary) but we will be covering the cost of products. 

Are our products eco-friendly?

Yes! Both our candles and wax melts are made with a soy blend wax, a clean-burning, renewable product. The fragrance oils we use are made specifically for use in candles and wax melts and are phthalate free, and we use wood wicks for our candles. All our bath and body products are vegan and cruelty free. See products for ingredients.

Are our scents strong?

Our candles and wax melts range in scent strength from light and airy to strong and robust, depending on each particular scent. The scent throw rating included on each product listing is our own rating from our personal use. Since scent throw is dependent on many factors (room size, room drafts, scent profile, etc) and since all noses interpret scent differently, your experience may vary.

Can I purchase larger quantities of items?
How do I burn a wood wick candle?

The woodwicks do require a little different strategy than normal cotton wicks, so here are some tips & tricks: 

 

 • Make sure your wick is trimmed to between 1/8″ – 3/16″ / 3.2mm – 4.8mm before lighting. If the wick is too long, the wax will not pull up the wick and the wick will extinguish. 

 

 • Wooden wicks do need a little attention and tending to before each burn, similar to cotton wicks. Be sure to gently snap off the ash or burnt wood along the top edge of the wick and then light as usual. • If when burning the candle for a long period of time you notice the flame height getting too low, it may be necessary to tap off any excess ash or burnt wood along the top of the wick. The flame will then return to its proper optimal height. 

 

• Be very careful not to let any debris from the wick (or anything else!) Fall into the candle. 

 

 • Extinguish the candle when 1/2” / 12.7mm of wax is remaining. 

 

 • Do not burn candles for more than 4 hours at one time. 

 

If these don’t fix the issue, please reach out to us (admin@bookbarapothecary.com). We want to make sure you get to burn this beautifully scented candle & hear the crackle of the woodwick!

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