Customer Service

Our Promise

It is our goal to serve you with integrity, diligence and honesty.

We believe we have the absolute best soy candles available and that your shopping experience with Pure Integrity Soy Candles will exceed your expectations. We know you are going to love our Soy Candles! If for some reason you are not satisfied, contact us and we will strive to solve any concerns you may have.

Questions About Our Candles

We have put together some important information on our candle questions & answers page to ensure you experience the high quality our products are made with. Again we welcome you to contact us with any questions, or suggestions to help us improve.

Secure Shopping

Ordering online at Pure Integrity Soy Candles is safe! We have implemented every security feature that is available at this time and we make it a point to be aware and implement any additional or improved methods. Currently All payment information entered through this web site is done so through a secure server with SSL encryption and all information is safely secure behind a firewall.

Accepted Payment Methods

We accept Visa, MasterCard, PayPal, Discover and American Express.

Return Policy

In the event your candles arrive damaged or broken, please contact our office at once 877-273-0574. Please have your order number available. We will take your information and file a claim with U.P.S. on your behalf. Pure Integrity will reship your items as quickly as possible. U.P.S. may want to inspect the damaged packaging, we ask you to hold on to it for 5-7 working days. If an inspection is not done by the time you receive your replacement items, carefully dispose of the damaged items in the packaging.

Your Privacy

We value privacy as much as you do. We will never disclose your personal information, such as email address or phone number, to any third party. We do employ the use of cookies. We use cookies to collect aggregate data regarding the use of the web site and to keep track of items in your shopping cart. You may contact us at any time to verify, edit, or remove your personal information from our systems. Our Privacy Policy

Shipping

Shipping within the U.S. - We charge $0.00 handling fee & Shipping rates are determined by the weight of each candle and by the destination. As soon as you add to cart your candles you can type in your zip code and immediately see your shipping rates before checking out. All orders will be shipped within 1-2 days of your order and received within 3 -10 business days.

Shipping Internationally - Shipping costs are determined by weight of the package and the country of ultimate destination. All international orders are shipped via U.S. postal service. You will receive a USPS tracking number directly from the Post Office once your order has cleared customs.

General Inquiries

For prompt answers to questions regarding your order or shopping on our website, please contact us or call us locally at 716-632-0221 or toll free at 1-877-273-0574 Monday-Friday, 8AM-5PM PST.

Wholesaling, Drop shipping, Private Labeling, Affiliate Program?

Yes, we do offer wholesaling. Please fill out completely the wholesale form. We will review it and email you our wholesale brochure. If you do not receive our wholesale brochure it is because you were not approved. In order to be approved you must have a brick and mortar store with a valid tax id number. If you have a website, you may be approved for our affiliate program for online business.

We do not offer private labeling or drop shipping of our soy candles.

Additional Customer Service Questions & Answers

Ordering/Shipping Questions

How To Order

When you have decided on the products you would like to purchase simply click on the "add to cart" button. Your cart total will be updated on the top right corner of the page. Repeat this process for all of the products you would like to purchase. When you are done shopping, click the cart button on the top right hand side of the screen and you will be taken to the shopping cart screen. Enter in your zip code and Shipping options will appear. Select the best shipping option for you and proceed to fill out the billing and shipping information. Then enter in your credit card information, confirm your order and click submit order. If you have special questions about ordering, please give us a call toll free at 1-877-273-0574 or locally at 716-632-0221 or email us. Our office hours are Monday through Friday, 10:00am -5:00pm EST.

Tracking A Package

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Checking Status Of A Order

You can view status of any order in two ways. The first way is by entering your order number and zip code on our, Check Order Status page or directly by logging into your Customer Account.

Shipping Costs & Carriers

We charge $0.00 handling fee & Shipping rates are determined by the weight of each candle and by the destination for each shipping provider. We use Fed EX, UPS and U.S. Postal Service as our shipping providers.

Delivery Times

All orders shipped UPS ground and will be shipped within 1-2 days of your order and received within 3 -10 business days.

International Shipping Rates

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Website Navigation

Why & How Do I Use A Wish List

Wish lists are a great way to store products you would like to purchase for yourself at a later date or products you would like others to purchase for you for special occasions. You can make your wish lists available for the public to view or you may make them private. You may also share your wish lists on social networks or by email. For specific instructions on how to create and view a wish list, please see our wish lists page.

How To Sign Up For Newsletter

At the bottom of every single page you will see a light blue section that says, "Sign up to receive secret sales, contests & product updates". Enter in you name and email you will be subscribed to our monthly newsletter.

Why & How To Customer Registration

Our goal of offering customer registration is to make your shopping experience even easier then it already is. Your online account will automatically store one or more shipping addresses used by you and you can easily select any of those addresses on future orders to save time typing them in again. Additionally, you can select to have your account remember you payment methods (credit card type and number) so that you do not have to enter that information on each order. Your account will also keep a record of all of your past orders. You can view previous orders at any time, as well as order candles quickly and easily from any previous order listed in your account. To register for a Pure Integrity Soy Candles Account please visit our registration page.

How To Buy/Redeem Online Gift Cards

How to buy: E-Gift Cards from Pure Integrity Candles are available starting at $25 and are available up to $100.To purchase a online gift card please refer to our gift card page.

How to redeem: If you have a E-Gift Card you may redeem it by entering the code on the E-Gift Card into the "E-Gift Card code section" on the shopping cart screen. The E-gift Card amount will be automatically deducted from your total online order. If you spend less then the value of your E-gift Card, the remaining monetary value will remain on the card until your next purchase. Pure Integrity E-Gift Cards are valid and redeemable for 1 year from the issue date.

How To Use A Coupon Code

We don't offer discounts/coupons on our site or in our stores because of the expensive of our materials and our handmade 7 step poring process. However we do try to offer a discount. Every month we discount 2 candles by 20% off. We highlight our monthly candle promotion on our home page on a blue banner directly under our main image. Also on the view all fragrances page you will see a 20% off blue circular image on our select candles on sale that month. Every month we have 2 different candles on the 20% off candle promotion.

Online Order Problems

If you are having any type of challenges, please call us at 716-632-0221 or 1-877-273-0574 or email us below and we will do our very best to help you.

Contact Us

All email correspondence will be promptly and carefully addressed within 1-3 business days.