Email us at contact@purehibiscus.com as soon as possible with your order number, full name, and contact phone number. If your item has not been shipped, then you will get a full refund or try our best to adjust your order. 

All orders are processed within 7-10 business days before they ship. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Due to COVID-19, there are some delays occurring at mailing facilities around the U.S. that are outside of our control.

Please notify us within 2 business days of receiving your order about this occurrence so that we can assist you in filing a claim with the delivery carrier. Be sure to take at least 3 pictures of the damaged item inside of the package.

If your item shows delivered and it was stolen after being delivered, we’re not able to assist with that and you’ll have to follow up with the delivery carrier for available options. If it shows lost in transit, then we’ll assist you in filing a claim with delivery carrier.

Free shipping will be offered during special promotions periods. Only available to addresses within the United States of America.

We currently do not ship Internationally, U.S. Territories, and APO/FPO/DPO addresses.

We want you to be fully satisfied with your product. So we're giving you a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Please visit our refund policy page for more information.

You can always contact us for any return question at contact@purehibiscus.com.

Be sure to visit our Candle Care Page to get all the information needed to keep you and your loved ones safe. A couple key tips are to 1) Be sure to trim the wick to 1/4" before each lighting of your candle. 2) Keep candle free of any foreign materials including matches and wick trimmings. 3) Only burn the candle on a level, fire resistant surface. We don’t recommend burning for more than 4 hours at a time in order to protect the surface below. 4) Stop use when only 1/2" of wax remains. (Based on NCA Standards)

We do not use essential oils in our products due to potential toxicity to household individuals/pets and reduction in therapeutic effect. We have decided to use phthalate free fragrance oils so our candles will be safe for you and your loved ones.