Returns, Refunds & Order Help

Need help with a Beeswax Works order? Choose the situation below for clear next steps. This guide explains how to request help; return eligibility and any refund are governed by our Refund and Return Policy.

Please contact us before sending an item back or refusing a delivery. We will review the details and tell you what options are available before you take the next step.

Choose what happened

Change-of-mind returns

If you have received your order and would like to return an item, contact us before shipping it back. Return requests are reviewed under our Refund and Return Policy; not every request is automatically approved.

  1. Contact us first. Reply to your order confirmation or email hello@beeswaxworks.ca. Include your order number and the item or items you would like to return.
  2. Wait for our instructions. We will confirm whether the request is eligible and, if approved, provide the return address and instructions. Please do not mail an item before we confirm.
  3. Send the approved return with tracking. The customer pays return shipping for a change-of-mind return. Send us the tracking number once it has shipped.
  4. We review the return. Any eligible refund and the treatment of original shipping are handled under our Refund and Return Policy. Please do not assume a refund is approved until we confirm it.

Damaged, incorrect, or incomplete orders

If a candle or its shipping package arrives damaged, an item is incorrect, or something is missing, contact us so we can review it and explain the next step.

  • Include your order number and tell us which item is affected.
  • If the parcel or candle is damaged, include clear photos of the item and packaging if you can.
  • Please keep the item and packaging while we review your message, and do not send anything back until we provide instructions.

For damaged candles, we can often resolve the issue with a replacement rather than asking you to ship a broken candle back. We will confirm the appropriate solution after reviewing the details.

US duties, brokerage, and a delivery you do not want to accept

US orders shipped from Canada may be assessed import duties, taxes, or carrier brokerage fees. These charges are the customer's responsibility, are not prepaid by Beeswax Works, and are not included in the checkout total. We do not quote or estimate a duty percentage or exact amount. US rules can change without notice, and the carrier or customs authority determines applicable charges.

If you receive a carrier charge and do not want to accept delivery:

  1. Ask the carrier promptly. Request an itemized explanation of the charge and ask whether the parcel can be held, what happens if you decline it, and whether any return or handling fees apply.
  2. Contact us before refusing delivery. Reply to your order confirmation with your order number, tracking number, and the carrier notice. We will review the shipment status and explain the options available under our Refund and Return Policy.
  3. If you already refused the parcel, contact us right away. Send the tracking number and any carrier message so we can check whether it is being returned.

Refusing delivery does not automatically cancel an order or guarantee a refund. Any refund is handled under our Refund and Return Policy after we can confirm the parcel's status. Duties or brokerage paid directly to a carrier are not paid to Beeswax Works and cannot be refunded by us.

Read our Shipping to the United States page for more detail about US shipping, duties, and brokerage.

Delayed or missing deliveries

Start with the tracking link in your shipping confirmation. If the tracking has stopped updating, the parcel appears delivered but you cannot find it, or the carrier has contacted you about a delivery issue, contact the carrier and then email us with your order number, tracking number, and the latest tracking status. We will help review the shipment and advise on next steps.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible and include your order number and the change you are requesting. We will check the order status and let you know what can still be done. Once an order has shipped, it cannot be treated as an unshipped cancellation; use the relevant delivery or return steps above.

How to reach us

Email hello@beeswaxworks.ca and include your order number. For a specific UPS duty or brokerage invoice, contact the carrier or the party named on the invoice for the charge breakdown; we can review our shipment details but cannot verify or change the carrier's assessment.

This page is a practical guide, not a promise that every return or refund will be approved. Our written Refund and Return Policy governs eligibility and refund decisions.