Frequently Asked Questions

Who can order?

This site is for wholesale customers only, so you can order if you are a retailer or store owner who sells in any location: shops, malls, flea markets, or online. At this time we do not approve vendors who strictly sell on Etsy. Personal orders can be made on our retail website or at our “brick and mortar” store, Hearthside Candles & Curios, in Ralston, NE. We only ship wholesale orders to addresses within the United States (not international).

UPDATE 8/1/2021: At this time we are not accepting new wholesale accounts. Please check back at a later time to see when we will be accepting and approving new accounts. We apologize for any inconvenience and appreciate your patience and understanding.

Why don’t you ship Internationally?

The Customs forms take a lot of time, there’s additional fees and tariffs, and international shipping brings a higher risk of lost or damaged products. Thank you for understanding.

What payment methods can I use?

Payments are processed through a secure PayPal gateway. You may use any credit card, debit card, or PayPal account to pay for your order. There is a $150 minimum purchase per order.

Why don’t I see all the Polaris Rising products listed? Why can I only add a certain amount to the cart?

In order to better streamline our process and reduce production hold times, we’ve begun using a new inventory management system. This new system keeps up-to-date on what materials are available and how many of each product that can be reasonably ordered with minimal delay. Once an item has sold out, the system “hides” the out of stock item until more materials are available and the item is brought back in stock. If you don’t see something listed, check back again! Inventory and product availability will be updated weekly or as raw materials arrive.

How will my order be shipped, and how much will it cost?

Shipping is via UPS Ground. Shipping & Handling cost is calculated directly by UPS using their latest shipping rates based on weight and destination. UPS limits us to a single order value of $999 and weighing less than 150lbs. If you need to order more than this amount, you will need to place multiple orders. We are no longer able to create custom orders that are over the UPS purchase limit.

Please note that UPS does add on a mandatory surcharge for any packages weighing 50lbs or more and their shipping rate is higher when delivering to a residential address.

Local customers within the Omaha, Nebraska Metro Area may select the Local Drop Off option and your order will be delivered upon completion for a $10 delivery fee, or you may select the UPS delivery option.

*Shipping & Handling prices subject to change*

How long will my order take to ship?

All items are handmade in small batches to ensure the highest quality possible. Orders enter the queue the following business day after the order is placed. Orders are processed in the order in which they are received so please keep in mind that there may be other orders ahead of yours in the queue at the time of purchase.

Most orders will ship within 21 business days, but some may take up to 6-8 weeks for larger orders. Orders are produced, packed, and shipped in the order in which they are received. Larger orders will take more time. If you need an order within a specific timeframe, we encourage you to place your order ahead as far in advance as possible and communicate any desired timeframes to us before submitting your order. You may also add on the RUSH ORDER optional charge which will move your order to the front of the line. Most RUSH ORDERS will ship out within 7-10 business days.

COVID-19 UPDATE: Due to continued supply chain interruptions and shipping delays, we are temporarily suspending the “RUSH ORDER” option. All orders are subject to production times and will be processed in the order in which they are received.

We appreciate your continued patience and support.

How can I set up an account to order online?

If you are a valid retailer, please fill out a Wholesale Account Request HERE.

Approval takes around 48 hours, but can take up to a week. Please check your e-mail (and spam folders) after you submit your request.

UPDATE 8/1/2021: At this time we are not accepting new wholesale accounts. Please check back at a later time to see when we will be accepting and approving new accounts. We apologize for any inconvenience and appreciate your patience and understanding.

What is your refund and return policy?

We do not allow refunds, returns, or exchanges for merchandise that is simply unwanted or because you’ve changed your mind on something. Please be certain that you want the items you purchase from us or start by ordering small. Once an order has been placed it cannot be canceled.

For broken or damaged items please notify us within 24 hours of accepting delivery. We will either refund you directly or send you replacement products. The broken item(s) may or may not need to be returned; do not discard them until we have confirmed the next steps. Please document and send photos of any damages to products AND packaging (inside and outside of the box) before discarding. If you are unsure, please contact us to ask for details in your particular situation.

If you have received the wrong item, we will either credit you, ship a replacement, or include a replacement with your next order.

I have a question that is not listed here.

Just email us! We will be glad to help: