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ORDERING
Orders may be placed via our website 24 hours a day, 7 days a week at www.soyorganiccandle.com or by calling Customer Service, toll free, at 1-877-788-0040. Customer Service is available Monday – Friday, 8:00 AM – 5:00 PM. If you call us out-of-hours, your call will be returned the next business day. Please be sure to leave a contact name and phone number.
There is no minimum for an order – No order is too small. Shipping charges will be applied to each order according to weight and destination.
SHIPPING
We ship orders usually via UPS Ground Service unless otherwise requested by our customers. Orders are shipped the same day if received by noon or the next business day as long as stock is available.
If you are in the Pittsburgh area, and would like to save on shipping charges, you are welcome to visit our showroom at The Ealy American Candle Shop and pick up your order. If you pre-order your items, we can have them ready for you when you arrive. On pre-ordered items, you can pick up the order during the regular retail store hours 10am to 5 pm. Please see our map/directions page or call us toll free at 1-877-788-0040 for directions to our facility. Please note that you want to pick up your order in the Comments section of your on-line order. The website will calculate a shipping charge but please disregard. Charges to your card will not be made until you pick up your order and will not include shipping. If you visit our store without pre-ordering, you will be billed at the in-store price which may vary from the on-line price.
We do not ship orders COD.
DAMAGED SHIPMENT
Our shipments are inspected prior to leaving our facility. If you receive a package that is broken or damaged or in a “non-acceptable” condition, please DO NOT ACCEPT it from UPS. Contact them immediately at 1-800-PICKUPS (1-800-742-5877) to file a claim. Our responsibility is to deliver our goods to the carrier. It is then their responsibility to deliver your order to you in good, usable condition. When filing a claim, be sure to get a Claim Number from the carrier.
METHOD OF PAYMENT
We accept most major credit cards including VISA, Mastercard, American Express and Discover. We also accept cash (if you are coming to our showroom – please do not send cash in the mail), checks or money orders. Checks should be made payable to EAP Innovations and mailed to us at 2412 Ferguson Road, Allison Park, PA 15101. Orders that are being paid by check will be shipped within five business days from the date payment is received. Please note that a $30.00 service fee will be charged on any check returned by the bank.
Pennsylvania residents will be charged 7% sales tax unless you have a valid tax exempt number and a completed tax exemption form on file with us. If you need a copy of the “Pennsylvania Exemption Certificate” (form # REV-1220) please call us at 1-877-788-0040 ext 220 and we will fax or mail a copy to you. We cannot make you tax exempt without the completed form.
If you live outside Pennsylvania, you do not need a Tax Exemption form unless you are picking your order up at our showroom.
RETURN POLICY
All returns of merchandise must be approved by our Customer Service Reps and returned to us within 15 days of receipt. If you have an item to return, please call us toll free at 1-877-788-0040 ext 220 or email us at info@eapinnovations.com for authorization to return an item. Unless it is our error, a 15% re-stocking fee will apply to all returns in order to cover any re-packaging or labor fees. All returns must include the “Return Authorization” code, the original invoice number and reason for return. Returned merchandise must be received in its original packaging and in good condition to be accepted by us. Unless an item was received due to our error, the customer is responsible for all shipping charges for the return. No cash refund will be given. We will issue an “On Account” credit or will issue a credit to the original credit card used. We will notify you when we have received and processed the return. Please do not include new orders with the return as it may delay the order. You may place a new order for the “On Account” credit when we contact you about the return.
CUSTOM/SPECIAL ORDERS
We will be happy to handle Custom or Special Orders for our customers. Please note that these orders must be “paid in full” at the time the order is placed. No refunds or returns will be made on Custom or Special Orders unless there was an error on our part. NO exceptions can be made to this policy.
SALE ITEMS/CLOSEOUTS/"SPECIALS”
All Sale Items, Closeouts and “Specials” are FINAL SALE and cannot be returned or exchanged for any reason.
RETURNED CHECK POLICY
A $30.00 fee will be charged for any and all returned checks. No exceptions made.
SATISFACTION GUARANTEED
Our commitment to our customers is to provide you with quality products and to ensure that our Customer Service is meeting your needs. We make every effort to make sure that orders are filled accurately and completely and shipped in a timely manner. If you feel that an error has been made on our part, and are not satisfied with your products, please contact us, toll free, 1-877-788-0040 ext 220. We want to keep you, our customers, happy and we are committed to maintaining a good working relationship with you.
WARRANTIES
EAP Innovations makes no warranties, expressed or implied, as to the suitability of any specific product for use in secondary products or the actual results of its use in any such products. EAP Innovations expressly disclaims any and all liability resulting from the use of these products 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 that we carry. Nor can we test each new batch or lot that comes into our facility. Although these products are usually consistent in quality, it is common in our industry for occasional variances to occur in products such as waxes, fragrances or dyes. Therefore, you may need to make slight adjustments to your formulas or methods of manufacturing from time to time. Any instructional help or directions/tips given by an EAP Innovations' employee are strictly for “informational” purposes and should only be considered as helpful guidelines to be used as a starting point by our customers. This information is provided without warranty of any kind or fitness for a particular use or purpose. We encourage our customers to experiment and conduct their own tests on the products they are producing, as they are responsible and liable for any products they manufacture. Please be sure to read all labels, spec sheets and MSDS Sheets when producing your products.
NOTE: All prices and company policies are subject to change without notice. We are not responsible for any typographical errors. Early American Candle reserves the right to refuse sales to any person for any reason.
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