Shipping & Returns Policy
Last updated: September 14, 2026
Country Crackle Candle is a small, family-run shop in South Tamworth, New Hampshire. Heather pours, packs, and ships every order by hand. This page explains exactly how we handle shipping, returns, refunds, and the rare situations where something goes wrong — so there are no surprises on either side.
By placing an order with Country Crackle Candle, you agree to the terms on this page as they appear on the date your order is placed. We recommend reading it before you check out. If anything here is unclear, email us at support@countrycrackle.com and we'll walk you through it.
Shipping
Where We Ship
We currently ship within the United States only.
Processing Time
Orders are typically processed and shipped within 1–2 business days of being placed. During peak seasons (such as our Fall and Christmas Collection launches), processing may take slightly longer — we'll always aim to get your order out the door as quickly as possible without compromising the care that goes into packing it.
Shipping Methods & Costs
We generally ship via USPS. Shipping costs are calculated at checkout based on your order size and destination.
Free shipping is automatically applied to orders over $55.
Orders over $100 may be shipped with signature confirmation at our discretion. If your order requires a signature, you'll be notified in your shipping confirmation email.
Estimated Delivery Times
Once shipped, delivery typically takes 3–7 business days, depending on your location. These are estimates provided by the carrier and are not guaranteed. We are not responsible for delays caused by the shipping carrier, weather, holidays, or other circumstances outside our control. Shipping charges are not refunded for late deliveries.
Order Tracking
You will receive a shipping confirmation email with tracking information as soon as your order ships. Please check your spam or promotions folder if you don't see it. If you have any trouble tracking your package, reach out and we're happy to help.
Address Accuracy
Please double-check your shipping address at checkout. We ship to the address exactly as it is entered on your order. We are not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer, and we cannot reroute a package once it has been handed to the carrier.
If a package is returned to us as undeliverable due to an address issue, we'll contact you to arrange reshipment. Additional shipping charges will apply. If you'd prefer a refund instead of reshipment, we'll refund the cost of the products, less the original outbound shipping cost we paid.
Title & Risk of Loss
Title to your order and all risk of loss pass to you at the moment the carrier records a delivery scan at the address entered on your order. Once a package has been scanned as delivered to that address, it is considered delivered and received under this policy.
Order Verification
We reserve the right to hold, verify, or cancel any order that our fraud-screening tools or our own review flag as high risk — including orders where the billing and shipping addresses don't match, where address or security-code verification fails, or where we're unable to reach the cardholder. If we cancel an order for this reason, you'll receive a full refund and an email explaining why.
Lost, Missing, or Stolen Packages
Packages do occasionally go astray, and we want you to know exactly what happens in each situation.
If Tracking Shows "Delivered" But You Can't Find It
Please take these steps within seven (7) days of the delivery scan:
- Search your property thoroughly. Check the porch, side and back doors, garage, behind planters or bushes, the mailbox, and any parcel locker. Carriers frequently tuck packages out of sight in bad weather.
- Ask everyone in your household, plus neighbors and anyone with access to your property. Packages are very often brought inside by someone else.
- Call or visit your local post office with the tracking number and ask for the carrier's delivery scan details. USPS can usually tell you where the package was left, and can often provide the GPS coordinates recorded at the moment of the delivery scan.
- File a Missing Mail Search with USPS at usps.com/help/missing-mail.htm.
- Email us at support@countrycrackle.com with your order number and what you've found so far.
Once a package has been scanned as delivered to the address you provided, Country Crackle Candle is not financially responsible for its loss or theft after that point. We know that isn't what anyone wants to read when they're the one missing a package. But we're a small shop with small margins, and we can't absorb the cost of orders that were successfully delivered.
What we will do is help. We'll pull every record we have, send you the full scan history and any GPS data, help you push the carrier for answers, and take care of you on the price if you'd like to reorder. For claims involving suspected theft, we may ask you to provide a signed statement confirming non-receipt and, where applicable, a police report number. This is standard practice for online retailers and it also strengthens any claim you file with the carrier.
If Your Package Is Lost In Transit
This one's on us. If your tracking stops updating and never shows a delivery scan, email us once 10 business days have passed since the last scan. We'll file the carrier claim ourselves and send you a replacement or a full refund — your choice, at no cost to you.
Packaging & Fragile Items
Our candles are hand-poured in glass jars and packed with care to minimize the risk of damage in transit. If your order arrives damaged, see "Damaged or Defective Items" below — we'll make it right.
Refunds, Returns & Exchanges
We want you to love your Country Crackle candle. That's why we back every order with our Empty Jar Guarantee.
The Empty Jar Guarantee
We're confident you'll love the way our candles smell, burn, and fill your home. If you don't — for any reason — we've got you covered. You have 30 days from the date of delivery to try your candle, and if you're not completely satisfied, we'll give you a full refund on the product. Even if you've used the entire thing. That's the whole idea behind the name: burn it down to an empty jar, and if it didn't live up to your expectations, we'll make it right.
How to Use the Guarantee
- Email us first at support@countrycrackle.com within 30 days of delivery with your order number and a sentence about what didn't work for you. We'll reply with return instructions and a return authorization. Returns sent back without contacting us first may be refused, delayed, or unrefundable — please don't skip this step.
- Mail the item back to us — the jar (even if empty) and any original packaging.
- We inspect and refund. Once your return arrives and has been inspected, your refund is issued to your original payment method within 5–10 business days. Your bank may take a few additional days to post it.
Return Shipping — Please Read
Return shipping is paid by the customer. We do not provide prepaid return labels for Empty Jar Guarantee returns, change-of-mind returns, or scent exchanges. You may use any carrier and service you like — but we strongly recommend one with tracking, because we can only refund items we actually receive. Returns lost on the way back to us are not refundable.
Original shipping charges are not refunded. If your order qualified for free shipping and your return brings the order below the $55 free-shipping threshold, the actual outbound shipping cost we paid will be deducted from your refund.
This applies to all returns except damaged, defective, or incorrect items, which we cover in full (see below).
Refund Method
All refunds are issued to the original payment method only. We cannot refund to a different card, send cash, or issue payment through any other channel.
Fair Use of the Guarantee
The Empty Jar Guarantee exists because we believe in our candles, and we'd like to keep offering it. To keep it sustainable:
- Limit of three (3) Empty Jar Guarantee refunds per year, per customer, household, or shipping address.
- We reserve the right to decline a refund request, limit quantities, or decline future orders where we see a pattern of excessive returns, repeated non-delivery claims, or use of the guarantee in a way it clearly wasn't intended for.
Damaged or Defective Items
If your order arrives damaged (for example, a cracked or broken jar) or you receive the wrong item, contact us within 7 days of delivery at support@countrycrackle.com with your order number and a photo of the item and the packaging it arrived in. We'll send a replacement or issue a full refund — your choice — at no cost to you, with no return shipping required unless we specifically ask for the item back.
Outside the 30-Day Window
If more than 30 days have passed since delivery, we're unfortunately unable to offer a refund under the Empty Jar Guarantee. If you have a concern about an older order, please still reach out — we'll do what we reasonably can to help.
Scent Exchanges
If you've purchased a scent and simply changed your mind, we're happy to facilitate an exchange for a different scent within 30 days of delivery. Return shipping to us and shipping on the replacement are the customer's responsibility, and any price difference will be charged or refunded accordingly.
Final Sale Items
Gift cards are non-refundable. Clearance items, seconds, and any item marked "Final Sale" at the time of purchase are not eligible for refund or exchange except where the item arrives damaged or defective.
Cancellations
If you need to cancel or change an order, contact us as soon as possible at support@countrycrackle.com. Because we process orders quickly, we cannot guarantee a change or cancellation once an order has been submitted, but we'll always do our best to accommodate you. Once an order has shipped, it can no longer be cancelled and is handled under the return terms above.
Payment Disputes & Chargebacks
Please Talk to Us First
We're a small operation, not a call center. When something goes wrong with an order, we fix it — quickly, personally, and without an argument. In nearly every case, one email to support@countrycrackle.com resolves the problem faster than a bank dispute ever could, and you keep your money either way.
By placing an order, you agree to contact us and allow us a reasonable opportunity — at least seven (7) days from your first email — to resolve any problem with your order before filing a chargeback or payment dispute with your bank, card issuer, or payment provider.
Nothing on this page limits any right you have under law or under your card network's rules. We simply ask that you give us the chance to make it right first.
What Happens When a Dispute Is Filed
We respond to every payment dispute, and we submit a complete evidence package to the card network. That package typically includes:
- The full order record — date, time, items, quantities, and total
- The IP address and device information recorded at checkout
- The address verification (AVS) and security code (CVV) results returned by your own bank at the time of purchase
- The shipping address entered on the order
- The carrier, tracking number, complete scan history, and delivery confirmation — including the GPS coordinates of the delivery scan where the carrier provides them
- Our shipping and refund policies as published on the date of purchase
- The full record of email and message correspondence between us
We retain these records for every order.
Disputes Filed on Orders Confirmed as Delivered
Carrier tracking showing delivery to the address entered on the order is treated as proof of delivery by us and by the card networks.
If a dispute is filed claiming non-delivery on an order that tracking shows was delivered to the address you provided, we will contest it with the evidence above, and we will pursue it through every stage available to us — including representment, pre-arbitration, and arbitration.
Requesting a refund through your bank for goods you actually received is what the payments industry calls friendly fraud. It isn't a gray area. Card issuers track dispute patterns on individual accounts, and repeated disputes can lead to restrictions on your own card.
We also want to be clear about one thing: a chargeback does not erase your obligation to pay for goods you received. If a dispute is decided in your favor on merchandise that was delivered to you and not returned to us, you remain responsible to Country Crackle Candle for the full value of that merchandise, and we reserve the right to pursue that amount through any lawful means available to us, including small claims court.
Consequences of a Dispute We Believe to Be Illegitimate
A customer who files a dispute we believe to be illegitimate may be:
- Permanently barred from placing future orders with Country Crackle Candle
- Removed from our mailing list, VIP list, and any active store credit or discounts
- Blocked at checkout and on our social media accounts
If Your Package Genuinely Never Arrived
We are not trying to make life difficult for anyone with a real problem. If tracking shows your order as delivered and you can't find it, follow the steps under "Lost, Missing, or Stolen Packages" above and email us. We will do everything we reasonably can to help you, and we'd genuinely rather solve it with you directly than argue about it through a bank.
Questions?
We care about your experience with Country Crackle Candle from checkout to unboxing to the last hour of burn time. If anything about your order isn't right, please reach out — we'd much rather make it right than have you left with a bad experience.
603-236-9347
Country Crackle Candle PO Box 54 South Tamworth, NH 03883