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Customer Service - Frequently Asked Questions
Chace Candles is proud to be part of the Will & Baumer family. As a brand of Will & Baumer, you can now charge your Chace Candle orders to your Will & Baumer account. To speak with a Chace representative regarding any questions about the Chace Candles site or if you need help ordering, please call our Customer Service department during normal business hours Monday - Friday from 8:30 AM to 5:00 PM EST at 1-800-225-2250.
If you would like to place an order on account, or to take advantage of our dealer pricing, please contact the Will & Baumer Customer Service department during normal business hours Monday - Friday from 8:30 AM to 5:00 PM EST at 1-800-733-7337.
Click on your question below
and jump straight to the answer. If you don't find the answer
you need or continue to have trouble, please contact us.
Shopping and Checkout Questions
How do I shop on this site?
What is Express Ordering?
How do I change quantities?
What credit cards do you accept?
Are there any special savings available when I purchase online?
What kind of sales tax do I have to pay when I shop at the Chace Candles Webstore?
Where do I send my payment?
Can I ship a single order to multiple addresses?
How do you handle orders outside the USA?
What are your shipping rates?
The Web site is busy. Can I e-mail my order?
How do I cancel an order?
How do I return or exchange something I purchased from Chace Candles?
Can I have my order shipped as a gift?
Why do item backorder dates change?
Why did the price of a product appear to increase in my shopping cart?
Do you have a retail store I can shop at?
How Do I Pay For My Order?
What kind of sales tax do I have to pay when I shop at the Chace Candles Webstore?
Can I bill to an international address at the Chace Candles website?
What are your shipping rates?
Can I drop-ship my order?
Security and Privacy Questions
I'm worried about credit card fraud. Is this site secure?
What if I don't want to pay by credit card?
What is your privacy policy?
How do I unsubscribe from your e-mail list?
Delivery Questions
What is the general delivery process?
What is the charge for Rush or Overnight air delivery?
Can I ship to APO/FPO addresses through the Chace Candles website?
How do I cancel an order?
How do I return or exchange something I purchased from Chace Candles?
Contacting Chace Candles
Where are you located/What is your address and phone number?
Trouble with your Chace Candles Account?
How do I set up an account with Chace Candles?
I've ordered from you before, why can't I log in?
I set up an account previously, but I can't remember my password
My e-mail address has changed, what do I do?
When I try to enter my e-mail address, it tells me "User does not exist"
I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!
How do I delete a contact from my account?
Shopping and Checkout Questions
How do I shop on this site?
For your shopping
convenience, we use what is called a "shopping cart" to help
you order online. This shopping cart works just the same as
a real shopping cart - it collects items you want to purchase
until checkout time!
Simply browse the store and when you want to purchase an
item, just click "order" and that item is added to your cart.
After ordering each item, youll be shown a "Your Shopping Cart" screen
that displays your items as well as a subtotal. When you are
finished shopping, click "checkout" (a link on "Your Shopping Cart"
screen) and follow the easy steps from there.
Navigation:
We have tried to make our site as simple and easy-to-use as
possible. The main destinations you will probably use are shown
as "Tabs" on the very top bar.
Getting Started: If you would like to browse the site,
the best place to start is to click on of the Categories that
you are interested in on the top bar This will take
you to the main Category page with a listing of the Sub-Categories.
Searching:
If you have an idea of what you'd like to order, try an Item Number or Keyword Search in the search
box that appears on the top of the left column. If you don't find what you are looking for using a
Keyword Search, you may want to modify or reduce the number of search terms used.
Express Ordering:
If you already know the item numbers for what you want (for
example, if you have a catalog in hand), try the Express Ordering.
We'll add the items to your order, then you're on
to checkout...that simple!
How do I change quantities?
When you click "order", one of the selected items is added to your shopping
cart. If you want more than one, simply adjust the quantity on the "Your Shopping Cart" screen (that loads directly after clicking the "order" button), and
click the "update" button. If you ever want to remove an item from your
cart, just enter "0" in the quantity field, then click the "update" button.
Once an order is submitted through the Chace Candles Webstore, it goes immediately
into the system for processing, and it may be too late to change (all
orders, however, may be returned). If you think it may NOT be too late to
change, call our Customer Service Department at 1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST, and we will do our best for you. Have your Order
Number ready for the Chace Candles representative.
What credit cards do you accept?
We accept Visa,
MasterCard, Discover, and American Express. Your credit card
will not be charged until your items are shipped.
Are there any special savings available when I purchase online?
Currently Chace Candles offers the same savings offered in our printed
catalog. Web-only specials are offered periodically throughout the year. You
may subscribe to our list with your e-mail address to receive information about these
promotions. If you are an authorized dealer of Chace Candles, please call our Customer Service Department at 1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST to place your dealer orders.
What kind of sales tax do I have to pay when I shop at the Chace Candles Webstore?
If your Chace Candles Webstore order is shipped to Webstore order is shipped to Arizona or Tennessee, you will have to pay the appropriate sales tax for that state.
Where do I send my payment?
You may mail your payment to us at:
Chace Candles
PO Box 29427
Lewisburg, TN 85038-9427
United States of America
Can I drop-ship my order?
Chace Candles does offer domestic dropshipping services. All dropship orders are subject to a $5.00 processing fee in addition to normal freight costs. All dropship orders are shipped ground unless otherwise noted. Express 2nd Day Air and Next Day Air services are also available for in stock items. Freight costs will vary by shipping method. We do not offer dropship service on international shipments. For more information or to place a dropship order please call 1-800-225-2250.
Can I ship a single order to multiple addresses?
Unfortunately, at this time our site does not support
multiple ship-to addresses. however, our account system makes
it easy to place separate orders.
How do you handle orders outside the USA?
We ship anywhere in the world. For orders outside the USA, please call our Customer Service Department at 1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST. We accept only credit card or money orders drawn on U.S. Funds for foreign shipments.
The Web site is busy. Can I e-mail my order?
We're sorry. We cannot accept orders via e-mail. Sending personal
information, especially your credit card, through e-mail is not safe or
secure and should not be used. If you need to place an order and can't
access the Chace Candles Webstore, please call the toll-free number: 1-800-225-2250,
Monday - Friday from 8:30 AM to 5:00 PM EST.
How do I cancel an order?
Once an order is submitted through the Chace Candles Webstore, it goes immediately
into the system for processing, and it may be too late to cancel (all
orders, however, may be returned). If you think it may NOT be too late to
cancel, call our Customer Service Department at 1-800-225-2250 Monday - Friday from 8:30 AM to 5:00 PM EST, and we will do our best for you. Have your Order
Number ready for the Chace Candles representative.
What are your shipping rates?
Please see our shipping rates.
Can I have my order shipped as a gift?
Yes. At checkout, on the Shipping/Billing page you will be able to choose a shipping address for your order. At this time you may choose "Yes" under "Is This Order a Gift?" By choosing "Yes", a packing slip without prices will be included in the shipment.
Why do item backorder dates change?
Items featured in our catalog are purchased months in advance, but unfortunately shipments can be delayed
for a variety of reasons. The backorder dates you are given at the time your order is placed may
fluctuate due to changes in fulfillment dates from our manufacturers and suppliers and/or
transportation delays. If you have a question about a specific backordered item please
call our customer service team at 1-800-225-2250 Monday - Friday from 8:30 AM to 5:00 PM EST.
Why did the price of a product appear to increase in my shopping cart?
In order to provide our customers with the lowest price possible, many of our items are sold in multi-packs. If the web page of your product choice shows the notation "Pieces/Pkg:" followed by a number, this means the item is a multi-pack. Multiply the price shown by the number of Pieces/Pkg for your final price.
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Security and Privacy Questions
I'm worried about credit card fraud, is this site secure?
For your
comfort and safety, Chace Candles uses secure server technology
(Secure Sockets Layer or SSL) to virtually eliminate the risk
of an unwanted intermediary obtaining your credit card
information during transmission. SSL is the standard in secure
Web transactions and is the best technology available today.
All versions of 4.0 (and higher) browsers including
Netscape, Microsoft Internet Explorer and AOL support the
technology, but other browsers may also support it. We suggest
upgrading to the newest version of your browser for maximum
efficiency. Information on how to activate secure mode is
available when you check out your items from this site.
What if I don't want to pay by credit card?
No problem! Though we believe in the safety and security
of sending credit information over the Web, we do provide
alternative methods of ordering.
- Call your order in Monday - Friday from 8:30 AM to 5:00 PM EST: 1-800-225-2250
- Order by Mail: You can also choose to mail us your order
by filling out the Order Form from the catalog. Order Forms
can be mailed to this address:
Chace Candles
1009 Veterans Dr
Lewisburg, TN 37091
- Order by Fax: You can also fax us your order using Order
Form at 1-800-525-7959.
- Note: Faxed orders will be entered only during normal business hours.
What is your privacy policy?
We take the privacy of your personal information very seriously.
Please take a moment to view our full privacy policy.
How do I unsubscribe from your e-mail list?
If you choose to be on our e-mail list, you will receive
updates once or twice a month. Should you ever want to be
removed from the mailing list, simply enter your e-mail address
at this page.
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Delivery Questions
What is the general delivery process?
Orders shipped from our warehouse can be
delivered in 3-8 business days from date of order (see shipping rate chart).
Items personalized or shipped direct from our suppliers may require 3-4
weeks for delivery. Items ordered together are sometimes shipped
separately. You will be notified if an item is temporarily out of stock.
Credit card orders are charged only as each item is shipped.
What is the charge for Rush or Overnight air delivery?
Express Delivery to 48 Mainland States: See our shipping rate chart for further information.
Overnight Delivery to 48 Mainland States: See our shipping rate chart for further information.
- Applies to in stock items only.
- Some oversized, heavy, or drop shipped items may be excluded
(as noted in item description).
- No P.O. boxes or APO/FPO.
- Alaska and Hawaii overnight service only on orders received
by 3 PM (E.S.T.). See our shipping rate chart.
Can I ship to APO/FPO addresses through the Chace Candles website?
Orders shipping to APO/FPO addresses must be shipped by USPS. Please call our customer service department at 1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST, or fax at 1-800-525-7959 to place your order. New federal regulations require custom paperwork for items shipping to APO/FPO addresses. Please call our customer service department if you have any questions.
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Contacting Chace Candles
Where are you located/What is your address and phone number?
We are located
in Tennessee, USA. Here's our address and contact information:
Chace Candles
1009 Veterans Dr
Lewisburg, TN 37091
United States of America
Ordering : 1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST
Fax: 1-800-525-7959
Customer Service: 1-800-225-2250 Monday - Friday from 8:30 AM to 5:00 PM EST
E-Mail:
Click to e-mail us
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Account Questions
How do I set up an account with Chace Candles?
Once you have placed all of your items into your shopping cart,
click the "Checkout" button. You will be directed to a login page. Simply fill in the fields
in the "New Account" section and continue with your order. You will have to fill in all of
your information for this order, but on subsequent orders you can log in using the
"Existing Account" section and your information will be recalled. If you are trying
to order on your charge account or at dealer pricing, please call in your order at
1-800-225-2250, Monday - Friday from 8:30 AM to 5:00 PM EST.
I've ordered from you before, why can't I log in?
Unfortunately, having ordered offline does not
automatically give you an account on our site. But setting one
up is easy! Simply fill in the fields in the "New Account"
section and continue with your order. You will have to fill in
all of your information for this order, but on subsequent
orders you can log in using the "Existing Account" section and
your information will be recalled.
I set up an account previously, but I can't remember my password.
No problem!
Just click the "forgot password" link on the login page. You
will go to a screen that asks you to enter your e-mail
address, and once you click "submit" you will be e-mailed a
new password. If you would like to set your own password so
that it will be more memorable (recommended), then follow the
instructions in the e-mail you receive to set your own
password. Once you are done with this, simply return to the
site to the login screen. The site will have remembered your
order.
My e-mail address has changed, what do I do?
Unfortunately
you'll have to create a new account with your new e-mail
address.
When I try to enter my e-mail address, it tells me "User does not exist"
There could
be a number of reasons for this. The account system is
case-sensitive, so be sure you are entering your e-mail
address and password just as you typed them when you created
your account. Also, be sure your Caps Lock is not on.
Sometimes e-mail addresses can have slightly different
domains, for example "user@email.msn.com" and "user@msn.com"
are actually the same e-mail address, but one will not match
the other on our account system. Be sure you're using the same
e-mail domain you signed up with.
If you are an AOL user, be sure to check that you are
adding "@aol.com" to your screen name.
Finally, be sure you're adding the correct extension on to
your e-mail domain name, for example ".com", ".net" or ".org".
If none of these suggestions help, please contact us and we
can look up your account.
I keep getting "The
password you supplied is incorrect" when it is the same
password I used to sign up with!
Remember, the
account system is case sensitive. You have to type in your
login and password exactly as you entered it when you
created the account.
Also, be sure to check your Caps Lock is not on.
If all else fails, follow the "forgot password" link to receive a replacement
password.
How do I delete a contact from my account?
Unfortunately this feature is not yet supported online. To protect your account from unauthorized use, we require you to contact us by email
or call us Toll-Free at 1-800-225-2250 to delete any contacts.
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