FAQ
Order Questions
Please complete this form and we’ll get back to you as quickly as possible!
Share details about your shipping policies, item returns, or customer service.
Sometimes packages are scanned under the wrong setting as the mail carrier is loading the truck for the day's delivery which triggers the delivered email you received. Typically the package shows up in the mailbox within 24-48 hours, but if you still haven’t received it, please open a claim here
If you are not satisfied with your Natural Sloth products or gift, please review our return, refund, and exchange policies below.
Returns
We offer free returns for store credit on unused products within 14 days of delivery. We are unable to accept returns on used products, items with the seal removed, or products purchased during holiday sales. If you wish to receive a refund to your original payment method instead of store credit, you will be responsible for return shipping costs. Return claims must be filed within 14 days from the date it was marked delivered. You can start a return here.
Refund
We issue a refund to the original payment method or store credit. A refund or store credit is issued after the items have been sent back to us and inspected. After your refund has been issued, it may take 3-5 business days to appear on your debit card and up to 10 additional business days for the refund to post on your credit card statement.
Exchanges
We do not accept exchanges.
Shipping
If you choose store credit the system will create a return label, free of charge. If you wish to receive a refund to your original payment method instead of store credit, you will be responsible for return shipping costs. If the item(s) is not returned in its original condition, the buyer is responsible for any loss in value. If you receive a refund, the cost of return shipping will be deducted from your refund.
With the order confirmation, orders ship within two - three business days.
From November to December, During Seasonal Releases, and Sales add an extra two days to the processing times.
Once your order is shipped, an email confirming the shipment along with the tracking number will be sent to you. Shipments are processed via USPS unless stated otherwise. Please note that we cannot guarantee shipping times, and once USPS takes possession of the package, we are not liable for any shipping delays.
Please complete this form before receiving your tracking number.
Currently we only ship within the U.S., but we hope to ship internationally in the near future.
Questions About Our Products
No never. We do not use any fillers, synthetic fragrances, phthalates, or parabens. Our products are formulated with completely natural, quality ingredients.
Our candles or wax melts do not melt during the summer shipping because we use a high percentage of beeswax and a small amount of coconut oil.
Our candles are designed with animal safety in mind. The pure essential oils are mixed with beeswax and coconut oil, and the level of exposure is very low when used briefly in well-ventilated ares. However caution is needed when there is direct contact with pure essential oils, such as ingestion or direct application to your pet's skin or fur. If you have any concerns, you may also consult your veterinarian.
Never.
Many of our products are made with organic, and wild harvested ingredients. We take extreme care sourcing our ingredients.
Wooden Wick burns wider and slower than a standard wick. They are eco-friendly, and the wood is sourced from Forest Stewardship Council certified mills and manufactured in the USA. They flicker and crackle while they burn, so wooden wicks help create a feeling of a mini campfire right in your home. The wick will give off a scent of its own. It’s a light, wood-burning scent. We also love the shape of this flame compared to the standard wick, and for every $100 spent, our supplier plant a tree with Trees for the Future, an organization working to end hunger and poverty.
Our essential oils are a blend of organic, and wildcrafted varieties, free from any fillers or artificial additives. We've chosen to exclusively use pure essential oils for scenting our products because they are natural, hight concentrated extracts obtained through methods like steam distillation or cold pressing, derived from various plant parts such as seeds, flowers, leaves, stems, and roots. These oils have aromatic scents that can ease stress and elevate mood, all without the use of synthetic chemicals.
Beeswax candles are some of the oldest candles in history. Beeswax is 100% bee-made, therefore, 100% natural.
First Burn
Give your candle enough burning time to develop a melted wax pool that goes all the way to the edge of the container on the first use - this can take up to three hours.
Tunneling
If your candle stays lit, give it a good long burn until all the wax is melted to the edge of the jar, and you've effectively "reset" the memory of the wax. If your candle doesn't stay lit because it is "drowning" in a wax pool, try using a paper towel or napkin to soak up some of the excess wax.
If the wick won't stay lit
If the wick doesn't stay lit or light up is probably because the wick needs to be trimmed and clean of charred material. Trim the wick, and give the candle a good long burn until the wax is melted to the edge of the jar.
Each product is handcrafted in Texas.
Candle Club / Subscription Questions
You can access your customer portal through your store account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.
Once your account is registered, you can log in and access your customer portal by clicking on the Manage Subscriptions link.
You can also access your account using a direct link to the customer portal. This link is normally sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email.
You can access your candle club portal through your store account login.
Once in click on Manage Subscriptions. Click on Manage this Subscription, Under the scent click on the dropped down box and make your selection. Click Save Changes
You can access your candle club portal through your store account login.
Once in click on Skip, and Yes, skip this order.
To Reschedule click on Reschedule button and Choose a specific date and click save.
Login to the customer portal.
• To update payment information:
On the right hand side you will see our menu. Click on address & payment details. Click on Manage payment methods.
• To update your email, name and phone number:
On the right hand side you will see our menu. Click on address & payment details. Under your info click on Edit your details and Save changes.
• To update your address:
On the right hand side you will see our menu. Click on address & payment details. Click onManage addresses. Click on Edit or add a new address and Save changes
If you used PayPal as your payment gateway, you may be able to edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.
You can access your candle club portal through your store account login.
Once logged in scroll down and click on Browse all products. Once you find your product click on Add and Add to order. Return to the main subscription page and you will see your selection under the the subscription. You will get charged only once for the shipping. To remove a product click on Manage this product scroll down and click on Remove product
You can access your candle club portal through your store account login.
Once in click on Manage Subscriptions. Scroll down and click on Cancel Subscription
You can access your candle club portal through your store account login.
Once in you will see your subscription on the left hand side. Click on Reactive. To change the scent click on Manage Subscriptions. Click on Manage this Subscription, Under the scent click on the dropped down box and make your selection. Click Save Changes