Customer Service

We would love to hear from you. If you have questions regarding an order, please contact us at 866.480.4551.

Monday – Friday, 8:00 am – 7:00pm central. 1-866.480.4551 or email: customerservice@illumecandles.com

If you need assistance during non-business hours, please email us and we will get back to you within 24 hours.

Return Policy

Please inspect your order carefully. All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product.

In the event of damage during shipping, please contact our customer service department within 3 days of receiving your purchase.

Due to the nature of our products, all sales are final. We will replace items damaged during shipping. Returns, refunds or replacement products for reasons other than damage incurred during shipping will not be accepted.

Shipping and Handling

Total
$0 to $16.00
$16.01 to $25.00
$25.01 to $50.00
$50.01 to $75.00
$75.01 to $100.00
$100.01 to $150.00
$150.01 to $200.00
$200.01 and up
Ground
$6
$8
$10
$12
$15
$18
$22
10% of order total

** Orders shipping to Canada will be charged 30% of the order total.

All orders ship from our office in Minneapolis, MInnesota. Orders will be shipped via UPS Monday - Friday, except on major holidays. Orders placed on holidays and weekends will be processed within two business days.

Two-Day Shipping Available*$15 will be added to the delivery charge. Orders must be placed by 1:00 p.m. central Monday-Friday.

Due to the nature of our products, we try to limit the time spent in warmer climates. Illume reserves the right to delay shipping without notice.


Illume will ship only to residential or business addresses, no P.O. Boxes.
**If shipped Ground, packages should be received within:

1-2-days for Midwest, KY and OH

2-3 days for Central and Eastern States (excluding New England)

4-5 days for Western States, New England, AK and HI

Alaska and Hawaii
A $15 surcharge will be added to the ground delivery charge. Unfortunately, we cannot ship overnight outside of the Continental U.S.

International Orders and U.S. Territories
Illume products can only be shipped to the U.S. and Canada at this time.

Canada
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD $200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD $10, plus any applicable duties and taxes. Shipments valued at CAD $200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.

eBP Brokerage Rates (CAD)

 Value for Duty Entry Prep   Bond Fee COD   Total
 $0 to $20 Free Free Free  Free
 $20 to $40 $10 Free Free $10
 $40 to $100 $10 Free Free $10
 $100 to $200 $10 Free Free $10
 



For orders over $200 CAD please contact us Monday – Friday, 8:00 am – 7:00pm central. Call +1 952.885.9600 or email customerservice @ illumecandles.com. If you need assistance during non-business hours, please email us and we will get back to you within 24 hours.