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 Downtown Ralston, NE. We only ship wholesale orders to addresses within the United States (not international).
Why don’t you ship Internationally?
The Customs forms take a lot of time and 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 $75 minimum purchase per order.
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 a single order to a value of $999 and weighing less than 150lbs.
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.
*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 and begin processing the following business day after the order is placed.
Most orders will ship within 14 business days, but some may take up to 4 weeks for larger orders. Orders are produced, packed, and shipped in the order in which they are received. 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.
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.
Orders may take 3-4 weeks before they ship, possibly longer. Please plan your orders accordingly while we continue to navigate this pandemic.
Please do not email or call to check your order status unless it has been longer than the 3-4 week time period since you placed your order.
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.
IMPORTANT UPDATE 9/17/2020: We are currectly at professional capacity for wholesale accounts. In order to maintain our quality standards and process orders in a reasonable time, we will be unable to approve any new wholesale accounts until 2021. Anyone who signs up will have their information held in the queue until we begin accepting new accounts and will receive a notifcation when their account has been approved. We deeply apologize for any inconvenience and appreciate your interest in Polaris Rising products.
What is your refund and return policy?
We do not allow refunds, returns, or exchanges for merchandise that is simply unwanted. 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 cancelled.
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: firstname.lastname@example.org.