POLICIES AND PROCEDURES

PRIVACY POLICY:

At BURNING EXPRESSIONS, we are aware of the growing concern of Internet users regarding the widespread distribution of their personal information. You are guaranteed that your name, address and email are protected. We do not share this information with other companies – it is kept strictly confidential.

ORDERING:

Orders may be placed by phone, 630–272-2105, during business hours Monday thru Friday 9:00 AM to 5:00 PM Central Time (please do not leave orders on the voice mail system), 24 hours a day through our secure online shopping cart, fax 630-690-1989, or mail. Make sure to relate any special shipping instructions at time of order.

Current order processing time is 2-4 days after receipt of funds, provided items are readily available. Processing times around the holidays will vary due to volume. We gladly accept checks, but your order will not be shipped until the check has cleared. All NSF checks will be charged a $25.00 Service Fee. We will notify you if your credit card is declined by email as soon as possible regarding the problem.

We will advise you if an item is out of stock. Items temporarily “Out-of-stock” WILL NOT BE BACK ORDERED! We will let you know when they are made so you may REORDER the items if you choose.

We cannot guarantee that order cancellations via email will be caught and cancelled. Telephoning us will insure the cancellation of your order and prevent unwanted charges and shipments. We are not responsible for defects or damage caused by customer error, so please follow all candle instructions carefully!!

PAYMENT:

BURNING EXPRESSIONS accepts MasterCard, Visa, American Express, Discover, Personal Check and Money Order. Our order form is located on a secure server so your information will always be private and protected. If you still don't feel good about putting your credit card number on the Internet, don't worry; just enter in the note box "Call for CC." We will call you for the credit card number. Be sure you give us your phone number if you want us to call you. You can also fax us your order at 630-690-1989. You can also call us at 630-272-2105. Please note we will not ship until your Personal Check has cleared the bank. We are not responsible for delays in order processing due to declined credit cards.

RETURNED CHECKS:

Any check that is returned for any reason will incur a $25.00 returned check fee. Returned checks which remain unpaid will be turned over to the appropriate authorities.

SHIPPING:

We recommend a shipping method that is traceable so that you can keep track of it. We offer both United States Postal Service (USPS) and United Parcel Post (UPS).

If your shipment is damaged YOU MUST save the original box and all of the packing material and contact us immediately. You can either call us at 630-272-2105 or email us at burningexp@aol.com. We must provide proof of breakage to the carrier in order to receive claim payment. We ensure that every candle is packed securely so it should arrive to you without damage.

Customers will be charged an additional shipping fee for any refused or undeliverable shipment that has to be reshipped due to an incorrect address entered on the order form.

RETURNS:

BURNING EXPRESSIONS works very hard to please our customers. If you’re not happy, WE’RE not happy. We strive to provide you with the highest quality, most beautiful candles possible! We hope that you just love your purchase, but if you are not satisfied with our design, please call for a return authorization – no order will be accepted for return without one. Once authorization is given, just return the products, at your cost, and we will offer a refund or exchange, with additional S&H charges unless there was a mistake on OUR part! This is valid only within 5 days of purchase. Candle must be returned in resalable condition.

There is a 20% restocking fee on all returned items.

PICK UP ORDERS:

If you live in the Chicago area and want to come by to pick up your order, you are welcome to do so; however, pick-up orders must be placed 24 hours in advance. Sorry, we cannot take walk-in orders! Pick up hours are: 10:00 AM – 1200 PM & 1:00 PM – 4:00 PM Central Time We cannot allow last minute additions or subtractions to pick up orders! You must have your order complete when you place it ahead of time, and once we have the order packed and processed, changes will not be allowed. Any additions must be treated as a new order. Any orders that are not picked up within 1 week of being placed will be unpacked and put back into stock, and a 20% re-stocking fee will be assessed.

SALES TAX:

Illinois residents will be charged State Sales Tax.

Links:

Frequently Asked Questions

Candle Safety

Policies and Procedures