FREQUENTLY ASKED QUESTIONS

Our FAQ page offers answers to the most common questions about your order.

Once you have placed your order, we will send you a confirmation email. Once your order has been shipped, we will send you another email to confirm the order tracking number. Additionally, you can track the status of your order from "Our Tracking Page" or directly with the carrier.

We can only change orders that have not been processed for shipping yet. Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order. To make changes to your order, please send an email to our Customer Service email wecare@positivehealings.com, within 24 hours from the time order was placed. We cannot guarantee that we will be able to cancel the order.

We currently ship in the United States and Canada (*). Unfortunately at the moment, we do not ship Internationally.

(*) Positive Healings is not responsible for any custom fees. All custom fees must be paid by buyer.

Our products are shipped through the most trusted carriers including FedEx, USPS, and UPS. Positive Healings cannot be held accountable for lost, stolen or misplaced packages once they have left our warehouses, however, we would like to make sure you have the best experience with Positive Healings! 

If you need more information, please contact the carrier assigned to your order. Upon their inability to assist, please e-mail us at wecare@positivehealings.com so we can assist you. 

It takes 2 - 3 business days for your order to be processed and shipped. Due to COVID, there is a possibility your order may be delayed in delivery. It can take from 5 -7 business days for the order to be delivered.

Before burning your candle for the first time, trim the wick to somewhere between 1/4 inch and 1/2 inch. Keeping the wick trimmed will result in a cleaner and brighter burn. If you leave the wick untrimmed, you will avoid soot getting into the wax and causing smoke stains.

We suggest removing the crystal stone after the first hour of burning, cleaning, and placing it next to the candle which will now be filled with the energy of your intention (*). Keep the crystal stone with you or place it in your home or office so that you can continue to benefit from its properties and feel the positive energy.

(*) Removing the crystal stone prevents the stone from sliding into the wick and causing the flame to go out or burying the wick into the wax. Crystal stones should NEVER be removed with your fingers. Use a spoon instead. 

Make sure the wax melts to the edges of the container completely to avoid tunneling.

Removing wax from your crystal stone; Soak them in lukewarm water and use a soft paper towel or a cloth towel to wipe it clean.

Be sure to extinguish a burning candle before leaving a room to avoid leaving it unattended.

When putting out a candle, it is best to use a candle snuffer. It is not recommended that lids be used to extinguish candle flame. Purchasing a candle snuffer can be found in our Accessories section.

To keep your candle clean and burning nicely, keep the wick centered and trim it between 1/4" and 1/2" tall before relighting your candle.

Keep candles out of children's and pets' reach.

It is best to avoid burning your candle for more than three or four hours at a time.

Be sure that the candle is placed on a heat-resistant surface that is away from flammable objects before lighting it. DO NOT move lit candles or wax when it is hot.

Candles should always be stored in a dark, cool area.

Check your junk mail folder. We recommend that you check your junk mail to see if the notifications are there. Whether or not an email lands in junk mail depends on your own email client’s filter. If you find it there, you can tell your email client that this notification is not spam.

The benefits of having an online account will enable you to easily update your information, view store events, receive special offers, and much more.

With an online account, you can
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• Receive emails and texts about sales, promotions, offers, and events*

• Securely save shipping information (through Profile)

• Store your favorite items in Wishlists to let friends and family know exactly what's on your shopping list

• Get price alerts when products from your List go on sale

* To receive email offers, you must subscribe to promotional offers.

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