No matter what happened in transit — melted wax, a cracked vessel, or anything else — just reach out and send us a photo. We stand behind every candle we pour and we will take care of you, no questions asked.
Email us a photo → info@embercomb.coShipping carriers move packages through warehouses, trucks, and sorting facilities that are not climate-controlled. On a hot day, the interior of a delivery vehicle can exceed 140°F — enough to soften or fully melt natural wax.
Embercomb candles are made with organic beeswax and coconut wax — real, natural materials with lower melting points than synthetic paraffin. This heat sensitivity is a sign of purity: no hardening additives, no synthetic fillers, no petroleum. Real wax melts in heat and firms right back up when it cools. Your candle's scent, quality, and burn performance are completely unaffected.
Amazon sometimes stores products in non-climate-controlled warehouses and ships candles in bubble mailers or minimal packaging. During transit, jars can crack, chip, or break — especially in rough handling or extreme temperature swings.
Our candles are poured into concrete vessels — beautiful and sturdy, but not indestructible under shipping stress. If your vessel arrived damaged, please don't use the candle. Burning in a cracked or compromised container is a fire hazard.
Ordering through Amazon can sometimes come with challenges — products may be stored in non-climate-controlled warehouses or shipped in bubble mailers, which can lead to issues like broken vessels or heat damage.
No matter what the issue is — or even if you're simply not happy with your purchase — we're here to make it right. Just reach out directly and send us a photo of the issue. We always go the extra mile to ensure our customers are fully satisfied.
info@embercomb.co →