Your most frequently asked questions, answered below
We are here to help
What ingredients do you use?
All of our ingredients are thoughtfully sourced to create safe, sustainable products that are vegan, cruelty-free, phthalate-free, paraben-free, and never tested on animals. Each product page has a complete list of ingredients.
Our candles are made with 100% domestically-grown soy wax, pure cotton core wicks, and a blend of fine fragrance oils.
Why do you use soy wax?
1. Soy wax is all-natural, biodegradable, and free parabens and pthalates unlike paraffin wax. Our soy wax is also made from 100% U.S. grown soybeans.
2. Soy wax lasts 40-50% longer than traditional paraffin wax because it burns cooler and slower. This illuminates scent pockets and allows for a slow fragrance distribution, which means you get to enjoy your Broken Top candle longer!
I've read that you use both essential oils and synthetic fragrance oils. Can you tell me which (or both) are correct?
Great question! We use a premium blend of essential and synthetic fragrance oils. Synthetic fragrance oils are oftentimes more sustainable to produce and allow us to offer our products at accessible price points. The blend also allows us to create more complex scent profiles!
What is the best way to care for my Broken Top Candle?
Follow these simple care instructions to get the most out of your candle:
1. Trim the wick to ¼ inch before each use for a clean and controlled burn.
2. Make sure you burn your candle long enough for the wax to melt evenly and all the way to the edges of the jar to avoid tunneling.
3. Don’t burn your candle for more than 4 hours at a time to preserve proper fragrance distribution.
Can your vessels be recycled?
Are your products safe to use around pets?
At Broken Top, we love our animals as much as you do. We set high standards for the ingredients because we know you're using our products around the ones you love; we only produce what we'd use in our own homes with our own pets. That's why all of our products are cruelty-free, paraben-free, phthalate-free, and vegan. Clean and simple.
How do I install my lotion/soap pump
Can I update my information or cancel my order?
1. Our fulfillment team works as quickly and efficiently as possible, which means that we try our best to cancel or make address changes to your order as needed, however, we can’t guarantee it especially if your order has already been processed or shipped. If you need to update your information or cancel your order, please contact us at email@example.com within 24 hours or less after placing your order and we will do our best to accommodate you. Please include your order number and request in the subject line.
2. Please note we're unable to combine separate orders or make product adjustments/swaps once an order has been placed. We also encourage customers to double-check that your shipping address is correct before checking out; Broken Top is not liable for missing/lost/stolen packages due to incorrectly entered shipping information and we’re unable to request address changes with the carrier once the package has been processed.
3. Send us an email at firstname.lastname@example.org and we will let you know if changes or cancellations can be made. Thank you for your understanding!
Can I send my order as a gift?
At this time, we do not offer a gift option. Please note that pricing is included on the packing slip.
Can I pick up my order from Broken Top headquarters?
If you are local to Central Oregon, you can select 'Pickup' at checkout as your shipping method. You must be able to pickup your order at our Bend retail space Monday-Thursday 9 AM-3 PM, Friday 9 AM-12 PM (excluding holidays):
2491 NE Twin Knolls Drive
Bend, OR 97701
You may come and shop our retail store Monday-Thursday: 9 AM-3 PM, Friday: 9 AM-12 PM (excluding holidays).
Do you offer gift cards?
We understand that finding the perfect fragrance can be unique to each individual, that’s why we created the Broken Top gif card! Let the recipient pick their favorite scent from our wide selection of home and body products.
Gift cards are delivered by email after purchase and contain redemption instructions; we do not ship physical gift cards. If you'd like the gift card sent directly to the recipient's inbox, please include their email address at checkout, not yours. Or feel free to email it to yourself and then forward or print the gift card afterward.
Gift cards are available in increments of $25, $50, $75, $100 & $150.
Gift cards are available to use a brokentopcandleco.com only. Please note that gift cards cannot be returned or refunded, but they do not expire!
Purchase your gift card HERE!
Where can I buy Broken Top products in my area?
Do you offer payment installment plans?
Yes! We offer Shop Pay in partnership with Affirm on orders $50+ allowing you to make 4 interest-free payments every 2 weeks. Please review the Agreement & Disclosures and Payment Authorization at checkout.
How long does it take for orders to ship?
Orders are shipped within 1-4 business days of the order being received. Expedited shipping is available. Processing times may be prolonged during high-volume months or during major sales and holidays.
Where do you ship?
We ship throughout the U.S., including Alaska and Hawaii!
We currently offer international shipping to Canada only. Canadian orders are shipped via UPS Ground. Shipping rates are calculated by weight + shipping destination.
Do you offer free shipping?
We offer free shipping on all U.S. orders $75+.
Shipping is calculated based on weight and location for all other orders. The price of shipping glass and candles is extremely high, which is why we can’t offer free shipping on all orders. Thank you for understanding and supporting our business.
Do you offer expedited shipping?
We offer UPS 3-Day shipping for contiguous domestic orders. While our fulfillment team does prioritize expedited orders, please allow 1-3 business days for order processing.
Orders placed with UPS 3-Day will arrive within 1-3 business days once shipped from our fulfillment center, depending on location.
Please note: orders placed on Thursday or Friday with UPS 3-Day will likely arrive the following Tuesday or Wednesday, and will not arrive Saturday or Sunday.
This is our carrier's shipping policy, and once a package is shipped from our HQ, delivery is unfortunately out of our hands. For more info or help with your order, email our Customer Service at email@example.com
How long will it take to receive my order?
All orders are processed & shipped within 1-4 business days. Please allow for additional processing time around major sales or during holidays.
Once picked up and scanned in by our carrier, domestic orders shipped within the contiguous U.S. may take 3-10 business days to arrive, depending on location. AK, HI, and outlying territories may take longer.
Orders shipped to Canada via UPS Ground will arrive within approx. 7-10 transit days.
Please note: once a package is shipped, the tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands.
What if my tracking information doesn’t show any updates?
An order's tracking status may take 48 hours to update once a shipping label has been created. If you haven't received any updates after 48 hours, please reach out to our Customer Service at firstname.lastname@example.org and we'll be happy to help you look into it. We also recommend contacting the carrier directly with any shipping-related issues as they'll have more information.
What if my order was damaged in transit?
Our candles are all packaged to the best of our ability to protect from damage during shipping. Should you receive a package with damaged product, please email us at email@example.com within 7 calendar days of receiving your product. Please do not discard any shipping materials until a claim has been filed.
RETURNS AND EXCHANGES
Can I return or exchange my Broken Top product?
If you are unsatisfied with your recent Broken Top purchase for any reason, an exchange or return may be made within 7 calendar days of receiving the product. Products and their containers must be in the EXACT condition received; have not been lit, scratched, labels removed, and in original packaging. You will be responsible for return shipping costs. Please contact us at firstname.lastname@example.org for more information regarding returns.
SUBSCRIBE & SAVE
What is “Subscribe & Save”?
Never want to run out of your signature Broken Top fragrance? Subscribe & Save allows you to receive your favorite products in 1,2, or 3 month intervals at a 10% discount.
Products are automatically delivered on your schedule. No obligation, modify or cancel your subscription anytime.
How do I start a subscription?
1. Find the Broken Top product you’d like to subscribe to, select “Subscribe & Save”, choose how often you’d like to receive it, then checkout as usual.
2. You will be prompted to create an account which will allow you to easily modify or cancel your subscription at any time.
3. You will receive an email reminder 3 days before your next shipment, and will also receive an order confirmation email once your order has been placed.
How do I modify/cancel my subscription?
1. Sign in to your Broken Top account which can be found in the upper right hand corner of our website (desktop) or in the navigation menu (mobile). Click “manage subscriptions.”
2. From there you can change your subscription frequency, skip a shipment, or cancel your subscription.
How do I update my shipping address for my subscription?
1. Sign into your Broken Top account and click “view addresses”.
2. From there you can edit, add, or delete shipping addresses.
What scent will I receive each month?
Candle Club scents are a surprise! We aim to delight though, so scents will be seasonally curated. Limited Edition scents will be sprinkled in approximately every 3 months.
When will my Candle Club subscription ship?
Your first Candle Club order will ship shortly after your purchase date (1-4 business days). Hooray!
All subsequent Candle Club orders will be billed on the same day of the month as your original sign-up date.
What is the best way to gift a Candle Club subscription?
Great! What could be better than the gift of good smells every month? We offer several prepaid options for the Candle Club subscription to make gifting easy. You can purchase prepaid subscriptions in increments of 3, 6, or 12 months at a discounted rate! When purchasing a prepaid subscription, be sure to input the address of the recipient in the shipping information section.
How do I cancel or skip my month-to-month Candle Club subscription?
Good question! Canceling or skipping your next month’s subscription can be easily done by logging into your account or contacting us at email@example.com.
Please keep in mind that you must cancel or skip your subscription at least 24 hours before your billing date.
How much is shipping for my Candle Club subscription?
Shipping for all Candle Club orders is FREE within the U.S.! Shipping rates will apply to all orders outside of the U.S., calculated at checkout.
How can I learn more about becoming a retailer for Broken Top Brands?
STILL HAVE QUESTIONS?
541 - 306 - 3079