Return Policy

Return Policy

We want you to be completely satisfied with your order. You can contact Customer Service by calling or texting us at (502) 281-4357 Monday through Friday 8 am - 4 pm EST, by submitting a ticket at https://countryscentscandles.zendesk.com/hc/en-us, or you can click the green HELP button on the bottom right-hand side of the page. 

To receive a full refund, you must return your purchase within 7 days of delivery date. Your purchase must be returned in new condition (UNUSED or UNOPENED) with original packaging and accessories. A full refund (minus shipping and a 10% restock fee) will be issued upon receipt and inspection of the returned materials.

Unfortunately, we are not responsible for any shipping charges incurred when returning a product. It is the customer's responsibility to return the items to Country Naturals.

We cannot refund your money if you used or opened the product(s) you purchase from Country Naturals unless it was deemed a defective item.

What If I get my item and it is broken? 

If you have received your package and it is broken. Please contact Customer Service by email and include a picture. We will inform you which Post Office to return your item to and we will send you a new one out the same day.

Can you ship to a PO Box?

Yes and No. USPS will deliver to a PO Box but UPS will not.

What if my package is lost in shipping?

If your tracking info shows that your order has been delivered then we can not file the lost or stolen package claim. USPS will not approve any lost or stolen package claim that we file on your behalf.

You will need to file a claim online with USPS by going to https://reg.usps.com/login. You will need to register an account in order to file a claim and once you have completed the claim please send us the claim number and we will be sure to get your order shipped out. 

Some of the information (most can be found in your BACK OFFICE) needed to file the claim will include the tracking number, Shipping Date, Reason For Claim - Lost, Insurance Fees Paid (Will always be $0 since it is included w/ Priority Mail), our company address (4030 S Preston Highway Shepherdsville, KY 40165), Item Name - Entire Order, Item Type - Other, Purchase Date,  "Amount Requested" will be total amount of order, Proof of Value can be found in your "Purchases" tab, and we usually use the Order ID as the "Claim Nickname".

What if my order is "Returned To Sender"?

If your order is returned to us then we will email you to let you know your order has been returned. We will refund your order, remove any commission earned, and refund the order minus shipping.

If your order is in "Transit" on the way back to us then we can reship the order back out but you will need to purchase a voucher for the shipping costs.

Please be sure to enter your address correctly. During the checkout process, you have to confirm that your address is correct. This policy may be applied to any orders returned to us due to the wrong address, undeliverable, etc.

What if my item(s) are broken? 

Please contact our customer service with your order number and tracking number and we will file a claim with the Postal Service on your behalf.  We will need photos of the damaged item(s) and condition of the shipping box to file a claim with USPS or UPS.