Shipping & Returns
How long will it take to receive my order?
We ship orders within 1-3 business days of receiving them. Please allow 1-3 business days for arrival after shipping.
All orders are mailed via UPS.
Orders placed on Saturday, Sunday or national holidays, will be processed on the following business day.
Can I return or exchange a product?
We just want you to love it! Return anything, anytime for any reason. 100% Guaranteed. For orders shipped within the United States, use the step-by-step instructions below to return by mail:
- If you received a damaged, defective, or wrong item from your order, please contact us right away.
STEP 1: Package your items and the invoice that came with your order(s).
- Complete the return form on the bottom of your invoice.
- Enclose the return form and your return merchandise inside the box and keep the top half of the invoice for your records.
STEP 2: Take your package to the carrier of your choice.
- Be sure that all return packages are properly insured and trackable.
- Return shipping fees are the customer’s expense.
- Keep the tracking information until your return has been processed.
STEP 3: Mail your package to the following address:
1150 Sixth Street
Berkeley, CA 94710
STEP 4: Please allow up to 21 business days for us to receive your return and process your credit.
I received a damaged item, what should I do?
Please contact us right away at firstname.lastname@example.org if you receive a damaged item. If in stock, we’ll promptly ship a replacement on the next business day. In the event the item is not in stock please allow for 3 business days for us to get a replacement made for you.
May I exchange my item for another?
We want to make sure that you’re 100% satisfied with your order! If you’re not happy with your order, you’ll have 14 days from the delivery date to request for an exchange. Simply email us at email@example.com and we’ll be more than happy to help!
I received the wrong item! What do I do?
Oh no - that’s on us! If you received the wrong item, we strive to correct it as soon as possible. Email us at firstname.lastname@example.org, and we’ll get the matter sorted out right away!
Do you ship internationally?
We do! If you are an International customer, USPS does not provide tracking for packages once they leave the United States. We are unable to give you any further information beyond what the tracking shows. To track packages for the entirety of their journey, we recommend selecting FedEx International Priority for all International orders.
If I am an international customer am I responsible to pay for duties and customs fees?
Yes. The payment of duties or customs fees is the responsibility of the consumer and will not be compensated through Penrose Apothecary. Please be mindful of any customs or duties expected for import into your country of origin.
How big are your candles?
Our candles consist of a generous 10oz pour and offer up to 100-115 hours of perfect burn time.
What kind of wax do you use?
A luxurious vegan wax blend of natural apricot and coconut, and a miniscule amount of highly refined food-grade paraffin wax. It has a creamy white appearance, exceptional adhesion and provides an excellent fragrance throw (both warm and cold). Exhibits an evenness of burn and wax consumption. Our coconut and apricot wax is gluten free, toxin free, paraben free, phthalate free, and comes from renewable sources. The entire blend utilizes only FDA approved waxes.
Where are your products assembled?
Our products are assembled and shipped from our headquarters workshop in Berkeley, CA.
Where are your products sourced?
We source our fragrance oils from the finest, fair-trade producers who have operated for many years and are experienced in making premium products.
All of our vessels are manufactured by hand, in house, by the creators of Penrose Apothecary.
Are your fragrances all natural and phthalate free?
While our candle fragrances are phthalate free and paraben free, high-end luxury fragrances of superior quality, they are not all 100% natural. The majority of our candle fragrances contain a combination of essential oils and fragrance oils that are formulated for optimum performance in a candle.
What are the benefits of using wooden wicks?
- Wooden wicks achieve a fast melt pool formation for quick and excellent hot throw
- Wooden wicks produce a tantalizing crackling sound when burning
- Wooden wicks have no mushrooming with little carbon buildup, debris or sooting like cotton wicks.
- Our wicks are sourced and manufactured in the USA from FSC-certified mills
Is there something wrong with my vessel?
The vessels that house our hand poured candles are completely handmade by us. Each one is truly one-of-a-kind and comes with it’s own story. You will notice variations, unique markings and small imperfections. You will create more of these beautiful changes as you burn. These changes will range from complete or partial color change of the vessel, or "freckling" means small flecks of may shades of greys will appear on your vessel as you burn. All of this is completely normal, safe and expected. These attributes accentuate our product’s notable beauty and character.
I love my unique vessel. May I send it back for a refill?
A thousand times yes! Each vessel is unique and perfectly imperfect. We understand that there may be certain markings or other characteristics you may love about your vessel, we can totally relate! To "rebirth" your candle please contact us at email@example.com for more instructions to refill your candle in the same vessel at a reduced price.
How do I cancel my order?
If you’ve changed your mind, we can try to help! Simply email us at firstname.lastname@example.org as soon as possible. As long as your order hasn’t shipped, we can get it cancelled for you!
How can I update my order?
If you need to modify your order, email us at email@example.com as soon as possible and we’ll do what we can! Depending on how far along your order is in the processing queue, we may be able to accommodate.
Where can I track my order?
That’s easy! Once your order ships you will receive an email with all of your tracking information. If in doubt, email us at firstname.lastname@example.org and one of our friendly agents will be more than happy look it up for you!
Can I update my shipping address?
As long as your order hasn’t shipped, we can probably help! Email us at email@example.com as soon as possible!
Can I hide prices if I am sending a gift?
A receipt will only be available to you to view and/or download from your Accounts Page! Your recipient will only see an itemized list of products on their packing slip. In short - No, your special someone will not see what you paid!