FAQ

General

 

What is the best way to burn my new candle?

- Trim your wick to ¼” before each burn. Allow the melt pool to reach the edges of the container before extinguishing. This is roughly 2 to 3 hours. The rule of thumb is 1 hour for each inch of the container’s diameter. This will allow the candle to burn cleanly and evenly. Candles have memory so if you extinguish it too quickly, you may experience tunneling.

To prevent fire and serious injury, burn your candle within sight. Keep away from drafts. Keep out of reach of children and pets. Never burn your candle on or near anything that can catch fire. 

 

Do you offer gift wrapping?

- Yes, we can gift wrap your items for an extra fee (see product details). You can also purchase a mini card to complete your gift wrapping.

 

The product I want is out of stock. Can I be notified once it’s back in stock?

- You can email us at info@pigeonletterpress.com, and we’d be happy to notify you once the product is available again.

 

When is the workshop open?

- The workshop is open from 9 am to 5 pm, Monday to Friday.

- It is closed on weekends and statutory holidays.

- Please contact us directly if you wish to schedule a visit. 


 

Orders and delivery


 

When will I receive my order?

- Delivery times vary depending on the item ordered and are indicated for each product when completing your purchase transaction.

 

Is my payment information secure?

- Yes. Our servers use the latest data transmission technology (Secure Socket Layer, or SSL, encryption). We encourage you to read our confidentiality and security policy.

 

Do you deliver to other countries?

- We presently ship only within Canada and the USA (mainland). We plan to ship to other countries eventually. Check with us directly at info@pigeonletterpress.com if you wish to be informed.             

 

Which payment methods are accepted?

- All transactions are processed with PayPal, but you do not need to have a PayPal account to place your order. All major credit cards are accepted.

 

Can I change my payment information after I’ve already placed an order?

- Yes, you can edit your payment information up to 24 hours after placing an order. Just send us a detailed email with your order number to info@pigeoletterpress.com.

 

If I order multiple products, will they all be delivered at the same time?

- Unless an item is no longer available, all products from the same order will be sent in one package.

 

Returns

 

What is your return policy?

All sales are final but you can return an item ONLY if:

- It is not the item you ordered;

- It contains a manufacturer’s defect (send a photo of the defect to info@pigeonletterpress.com);

- Should a return be authorized, the shipping of the products becomes the responsibility of the customer.