SHIPPING COSTS:

Shipping charges for your order will be calculated and displayed at checkout. You will receive an order confirmation via email once your order is placed and a shipment confirmation with tracking once your order is on its way to you.

 

FULFILLMENT TIMES:

We will do everything we can to ship your order on the same or next business day it is placed. However, on some occasions (for example, during new product launches, holidays, or promotional periods) fulfillment may take longer. If you would like an updated status of your order please email concierge@hotellobbycandle.com with your order number.

CARRIER INFORMATION:

Hotel Lobby Candle currently ships with FedEx, UPS, or USPS. Delivery can take anywhere from 2 to 6 days from when the package leaves our warehouse depending on your location, subject to possible carrier delays. You may experience extended delays during the busy Holiday season due to increased carrier volume.

Please note Hotel Lobby Candle cannot assist with issues related to any 3rd party receiver/delivery service.

EXPRESS SHIPMENTS:

Express shipments will be handled by the carrier that can guarantee 2-day delivery based on your purchase location. Selecting express shipping does not guarantee same day fulfillment although we will make our best effort to do so. Our warehouse is closed on weekends and Holidays.

LOST OR STOLEN PACKAGES:

Hotel Lobby Candle cannot be held accountable for lost or stolen packages. If you believe your package has been lost or stolen please contact the carrier assigned to your order and begin an investigation.

In cases where your package is marked as delivered but you have not received it, it may be helpful to check with your neighbors as packages are frequently delivered to the wrong addresses within a few blocks. In the rate case your package is marked as delivered late in the evening or on a weekend it is likely the carrier prematurely marked your package as delivered and is likely it will deliver the next business day. Please note that we cannot issue refunds for shipments that are marked as delivered but claimed to not be received.

ORDER REROUTING:

Once a package is in transit, Hotel Lobby Candle cannot reroute a package to a new address. Please contact the carrier or refer to the carrier’s website for rerouting options if they are available.

RETURN TO SENDER PACKAGES:

Packages that are returned to our warehouse for any reason which you would like re-sent will incur an additional shipping fee.

SPECIAL DELVIERY NEEDS:

If you require a specific carrier due to your location please let us know immediately. There will be a shipping and handling fee for orders that are returned and need to be re-shipped.

DAMAGED PACKAGES:

If your product has been damaged in transit please take photos of the damage to the box and product, hold on the damaged box for possible inspection by the carrier, and reach out to us so we can replace your item(s) and begin a claim.

If the order you received is incorrect, please contact, concierge@hotellobbycandle.com with photos of the product you received along with the packing slip. 

TRACKING STATUS:

We are unable to provide additional tracking information other than what is provided in the tracking information provided by the carrier. For more detailed information please reach out to the carrier directly. If a package is in transit for longer than 15 business days please reach out to concierge@hotellobbycandle.com for further assistance.