Shipping & Exchange
a. Returns & Exchanges
i. All of our products are carefully inspected before they are shipped. We do not offer refunds if the item(s) arrive(s) without damage, nor do we offer refunds for items that have been used in any way.
ii. We offer free replacements for any incorrect items received or items that are defective or damaged. To be eligible for a free replacement, you must notify us of the incorrect, defective or damaged item within fourteen (14) days of delivery by sending us an email at support@countitallcreations.com and we will send you instructions to complete your exchange. We require photographic evidence that you received the incorrect item or that it is defective along with your order number.
iii. Additional items ineligible for refund:
Sale Items (including items purchased with a Discount Code)
Customized Items
Items marked “Non-returnable” on the product page
Gift Cards
Items returned more than 14 days after delivery
Lost or stolen items
Any item that has been used or is not in its original condition, is damaged or missing parts for reasons not due to our error
iv. We do not offer refunds on orders where the tracking states it has been delivered.
Standard Shipping:
Most orders ship within 3-7 business days. Some orders may require up to 2 weeks to ship due to product availability. If you do not receive an order confirmation email within 2 weeks of placing your order, you can contact support@countitallcreations.com for a status update. We are unable to offer any expedited shipping options at this time. excluding weekends and holidays. Please allow for additional processing time around major sales or during holidays.
Once your order has processed and received by the carrier, transit times typically range from 2-7 business days, or longer depending on the shipping method and delivery destination. Once the package leaves our hands, delivery is out of our control. We cannot offer a refund or replace items for missing or stolen packages. If your package is missing through USPS, please reach out to them at (800) 275-8777. For UPS please call (800) 742-5877. They will need your tracking number which can be found in your shipping confirmation email. Thank you
International Shipping
We send most international packages via UPS.
International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. International packages may be delayed by customs. Unfortunately, we at Count It All Creations have no control over these circumstances.
FREQUENTLY ASKED QUESTIONS
Why won’t my tracking information update?
Because of the overwhelming amount of packages at shipping facilities this time of year, it is taking longer to get every package scanned at each point in the transit process. Please reach out directly to the carrier if you are having an issue with your tracking information.
*We at Count It All Creations do not have any additional information other than what is already provided via the tracking information.
I think my package is lost - what do I do?
If your package has been marked delivered for more than 14 days, we recommend you reach your directly to the carrier for more information.
Can I change the shipping address on my order?
If you have not already received tracking information, there is a chance we can change your shipping address. Please reach out to support@countitallcreations.com for more information. If your package is already in transit, you will need to contact the carrier to help with rerouting your package.
Can I change the products or scents in my order?
If you have not already received tracking information, please reach out to support@countitallcreations.com for more help.
Can I cancel my order/get a refund?
Yes! We understand that circumstances can change. If you have not received tracking information, please reach out to support@countitallcreations.com for a refund. Refunds will take 3 to 10 business days to process, depending on your financial institution.
When will [product] be back in stock?
Soon! Please sign up for email notifications to learn when your favorite scents are back!
I got the wrong scent in my order - what do I do?
We are so sorry about this! Please reach out to support@countitallcreations.com so we can facilitate getting you the correct items. Please note, some items may be out of stock. In this case, we will refund you the cost of the item you were supposed to receive. Please feel free to keep the other candles! No returns are necessary at this time.
One of my products arrived damaged - what do I do?
We are so sorry about this! If you purchased package protection, please reach out to us directly at support@countitallcreations.com within 7 days of delivery so we can process a replacement order.
Are you shipping wholesale orders?
Yes! Please fill out our wholesale order form for more information.