Damaged Claims

Order Questions

My products arrived damaged.

Damaged claims must be filed within 15 days from the date it was marked delivered. You can open a claim 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 here

I need to return an item(s).

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. 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. We can not accept returns on used products or sale items.

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. 

Shipping.

With the order confirmation, orders ship within two-three 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. 

Do you ship Internationally?

Currently we only ship within the U.S., but we hope to ship internationally in the near future. 

Questions About Our Products

Does Natural Sloth use preservatives or artificial fragrances?

No never. We do not use any fillers, synthetic fragrances, phthalates, or parabens. Our products are formulated with completely natural, quality ingredients. 

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.

Are your candles safe for pets?

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.

Are Natural Sloth products tested on animals?

Never.

Are your products Organic?

Many of our products are made with organic, and wild harvested ingredients. We take extreme care sourcing our ingredients.

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 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.

Why Beeswax?

Beeswax candles are some of the oldest candles in history. Beeswax is 100% bee-made, therefore, 100% natural.

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. Trim the wick, and give the candle a good long burn until the wax is melted to the edge of the jar.

Where are Natural Sloth products are made?

Each product is handcrafted in Texas.

Subscription Questions

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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