FAQ

Q: I received a message saying "Gateway Rejected: avs" when I was trying to checkout.  What does this mean?

A:  If you receive this message when you try to confirm your order in the checkout process, it means that your credit card was rejected due to the AVS (Address Verification System).  This system is used to verify the address of the person claiming to own the credit card.  The system checks the billing address of the credit card provided by the user with the address on file at the credit card company.  If these do not match, it will be rejected.  If you feel that you received this message in error, please contact your credit card issuing bank to update your address that they have on file for you.

 

Q: What kind of wax do you use?

A:  We use IGI 4630 Harmony Blend and IGI 4627 Comfort Blend paraffin wax in all of our candles.

 

Q:  What kind of wicks do you use?

A:  For the quart jars, we use 60-44-18 ZC (Zinc Core)  wicks and for the smaller candles, we use 51-32-18-ZC also Zinc Core.

 

Q:   How long does it take to get a custom made candle?

A:  It generally will take less than two weeks for you to receive a special order candle.

 

Q:  How long do your candles burn?

A:  Here are our burn times:  32 oz. - 200 hours, 16 oz. - 100 hours, 12 oz. - 85 hours, 9 oz. - 65 hours, 8 oz. - 50 hours.

 

Q:  What if I don't like the candle scent when I get it?

A:  Please see our Return Policy.

 

Q:  Is my personal information safe when I'm shopping on your website?

A:  Yes, please see our Privacy Policy and Terms & Conditions pages.

 

Q:  What credit cards to you accept?

A:  We accept the following credit cards:   Visa, MasterCard, American Express, Discover, Diner’s Club, and JCB.

 

Q:  Do you charge sales tax on my purchases?

A:  We charge 6% sales tax on all orders from Pennsylvania.

 

Q: How can I check the status of my order?

A;  You will receive a shipment confirmation email with a tracking number included for you to check the status.

 

Q:  Can I change or cancel an order once it is placed?

A:  Yes, you can make any changes or cancel your order any time before you receive the shipment confirmation email.

 

Q:  What shipping do you use?

A:  We currently use USPS Priority Mail.  Please see our Shipping Information page.

 

Q:  What is your return policy?

A:  Please see our Return Policy page.

 

Q:  Why is my order showing a fee of $2.50?

A:  There is a minimum order amount of $10.00 to cover processing and handling fees.

 

Q:  What is the Affiliate Program?

A:  This program allows you to earn money by placing a banner for Maselli's Country Candles on your website.  You get paid a commission on every order that is placed when it comes from your site.  Please see our Affiliate Terms & Conditions page.