FAQ

What is your shipping policy?

We process and ship orders Monday-Friday, excluding holidays.  Every single order is hand poured and heart filled. Items typically ship within 7-10 business days after receiving your order.  Orders are shipped via USPS or UPS unless otherwise stated. Tracking information will be provided upon shipment.  

If your items arrived damaged, please contact us immediately.  We will ask you to send us photos of the damaged items and package.  Items that are damaged during shipping will be replaced by Crow Hollow at no additional cost.

Wholesale orders are not eligible for any promotions or shipping offers. Various promotions for reduced shipping will be offered throughout the year. We currently do not offer international shipping.

How do I remove wax from my tart warmer?

Allow wax to melt and soak up with paper towels, be careful as the wax is very warm at this time.

Remove cooled tart  holder insert from the warmer and place in freezer.  Within 10-15 minutes the wax should pop right out of the holder.  You may use a butter knife to pop the wax out as well.

How can I get the best burn time from my candle or tart?

Avoid burning in drafts caused by open windows, ceiling fans and air currents.  On your candle, keep wick trimmed to ¼” to avoid carbon build up, excessive smoking or large flames.  Allow your candle to burn for an average of 4 hours at a time for an even burn and the best aroma.

How should I store my soy candles and tarts?

Store in a cool, dry place.  If exposed to sunlight for prolonged periods of time, soy wax may discolor or fade.  This does not affect the smell of the candle or tarts.

Why does my candle have a rough surface?

Soy wax is natural.  It does not cool with a perfectly smooth candle top and may appear bumpy or develop small crystals ( often referred to as frosting).  Both of these traits are purely cosmetic and does not affect the performance of your candle.

Why is there soot coming from my soy wax candle?

While soy candles do not emit toxins, you may see soot begin to accumulate on the container if the wick is longer than ¼”, there is a draft around your candle, or the candle has been burning for more than 4 hours.  It is important to note that is NOT the same toxic soot left from paraffin candles. The soot wipes away easily and trimming the wick, moving the candle away from drafts and/or reducing burn time should help.

What is the big ball on the end of my wick?

This is normal and often referred to as mushrooming.  It is caused by carbon deposits on the wick, often created from longer burn times.

Do you offer fundraising?

Crow Hollow offers an excellent fundraising program.  Tax exempt number is required. Please visit the contact us tab and send us a request.  We will be in touch to discuss our fundraising program with you.

Can I apply a discount code to a previous order?

Discount codes must be entered at checkout to be applied.  We will not honor discount codes once an order has been submitted.

Can I spray my room spray on furniture or curtains?

We do not recommend spraying on fabric. 

How do I order wholesale?

Please fill out this form if you are interested in becoming a wholesaler.

Any other questions?

Our products are 100% soy wax and support local farmers. Our products are toxin free, clean burning, and easily clean up with warm water.