FAQ

Order Questions

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In an effort to provide more safety, assurance, and insurance for our amazing community, we’re happy to announce that Natural Sloth is now integrated with Route Package Protection. Route is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Route ensures that customers get what they paid for, and allows for easy reordering. Add Route to your cart at checkout to enable protection.

My products arrived damaged.

You can open a claim with Route here

I was notified that my order was delivered but I didn't receive it.

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 with Route here

I need to return an item(s).

If you are not completely satisfied with your Natural Sloth purchase or gift for any reason, please review our return, refund, and exchange policies below. 

If you would like to return a product please submit the return or exchange request

Returns

Buyers are responsible for return shipping costs. Returns will be subject to a $12 or $15 return shipping fee depending on the size and weight of the box, which will be deducted from your refund. We can not accept returns on used products or sale items. Fill out the form within 14 days of delivery and ship items back within: 30 days of delivery.

Refund

We issue a refund to the original payment method or store credit. A refund 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

Buyers are 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. 

When will I get tracking information?

With the order confirmation, orders ship within two business days. Upon shipping, you will receive a confirmation email with the tracking number. Shipping is done through the USPS unless otherwise noted.

I need to update my billing or shipping information, or make changes to my order.

Please complete this form before receiving your tracking number. 

Questions About Our Products

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Does Natural Sloth use preservatives or artificial fragrances?

We do not use any fillers, synthetic fragrances, phthalates, or parabens.

Do your candles melt during summer shipping?

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.

Candle Care

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. You can use a napkin and your fingers to gently break off the burnt parts of the wick and remove a little of the wax from around the wick.

Taper Candles Burning Tips

Place the candle in a secure holder. The candle is made to burn down into itself consuming all of the wax when burned properly. Keep candles away from open windows, fans, or airflow of any kind. Place your hand behind the flame when blowing out. 

The approximate burn time is one hour per inch.

Why do we use Wooden Wicks?

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. 

Essential Oils

Our essential oils are a mix of organic, and wildcrafted essential oils. They are not contaminated by polluted soil or pesticides. They do not contain any fillers or artificial ingredients. We chose to use only pure essential oils to make our products because they are natural and highly concentrated, steam-distilled, or cold-pressed extracts of almost any part of a plant, such as seeds, flowers, fruit, leaves, stems, and roots. Essential oils have an aromatic scent that eases stress and boosts mood without any chemicals. Many of our products received the MADE SAFE® Certification. Every MADE SAFE® Certified product is thoroughly screened, and 100% of registered ingredients are vetted by scientists and/or researchers to ensure that they are made without Behavioral toxins, Carcinogens, Developmental toxins, Endocrine disruptors, Fire retardants, Heavy metals, Neurotoxins, High-risk pesticides, Reproductive toxins, Toxic solvents, and Harmful VOCs.

Why Beeswax?

Beeswax candles are some of the oldest candles in history. We source our beeswax from a small bee farm we love and trust, so we know it is pure and smells like wild honey. Beeswax is 100% bee-made, therefore, 100% natural.

Subscription Questions

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How do I login to my account?

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

How to update my billing information or email?

To update payment information:

Login to the customer portal.

Click the Payment Methods tab. Click Add new payment method and enter the payment method details.

Click the Subscriptions tab and click Edit on the subscription to be updated.

Expand the Shipping and Billing section and click Use this shipping and billing pair to select the new payment method.

Return to the Payment Methods tab, expand the old payment method and click Remove payment method.

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.

How to update my shipping address?

You can update the shipping address for a specific subscription:

Login to your customer portal.

Click on Subscription and scroll down to Shipping Address.

Click the arrow to expand.

Select one of the other shipping addresses.

Note: This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

Update an existing shipping address

You can update existing shipping addresses from the Shipping tab:

Login to your customer portal.

Click on Shipping.This will display all shipping addresses on your customer account.

Click the link on a specific address will allow you to update it as needed or click on the Add Address button to add an address.

How do I skip a delivery?

Log in to your customer portal to skip a delivery.

Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.

Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

How do I change the scent or edit my next order ?

Click Subscriptions, and then click the arrow to expand under the product. 

You will be taken to a page where you can edit the next order scent.

Select your new scent, then click update.

How do I add a one-time product to my subscription?

One-time products can be added to your subscription order. Login to your customer portal to add products:

Click the Subscriptions tab and select Edit next to the subscription you want to add a product to. 

Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment. 

You can also add one-time products using the Add a Product button on the Subscriptions tab.

To manage or delete a one-time product:

Click the Delivery schedule tab.

Select Manage add-on.

How do I cancel my subscription?

In order to cancel your subscription, you will first need to log in to your account.

Login to your customer portal.

Click Subscriptions and Edit.

Scroll down to the bottom of the page and click on the Cancel Subscription. If required provide a cancellation reason and confirm the cancellation by clicking Proceed.

Working Together

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I'd like to discuss press or advertising opportunities.

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