Shipping & Return Policy

Shipping rates (including Free Shipping)

First and foremost, we apologize for any delays in deliveries. We know you’re excited, so we try to move as fast as we can to get these candles and/or accessories to your doorstep. Please understand that we mix, pour, package and ship our products by hand! Your order will be shipped within 2 to 5 business days from the moment you placed the order. Please note that due to very high order volume, and potential COVID related restrictions – it’s possible we may experience delays now and then.

We appreciate your patience! 

We promise these 100% natural, hand poured & Canada born candles are very much worth the wait!.

For orders under $50 before tax: We ship anywhere in Canada (via Canada Post), shipping fees are to be paid by the customer (you) during checkout. Please take note that we ship in Canada only. Shipping could take up to 10 business days, and some of that will depend on the current situation of shipping company, which we cannot control.

Orders over $65 before tax ship FREE! (via Canada Post) Order total before taxes should be $65 after all discounts/coupons/promotions. Please take note that we ship in Canada only. Shipping could take up to 10 business days, and some of that will depend on the current situation of shipping company, which we cannot control.

CANADA SHIPPING LOCATIONS 
We ship within Canada. That includes NWT and Nunavut.

For any questions or information please contact us by e-mail at [email protected] .

 

Returns & Exchanges

Due to the nature of our products, USED candles cannot be returned or refunded.

You may exchange your UNUSED product for another candle of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items.


MARTRINEL Inc. is not responsible for any additional shipping costs incurred for returns or exchanges, and we do not assume responsibility for reimbursement or compensation of any returned packages lost in transit without proof of delivery.

 

Order Issues

If you experience any problems with your order (did not receive it, isn’t what you were expecting, etc.) please contact us by e-mail at [email protected] so that we can make it right.

Please remember the products you are buying are handmade and 100% natural, so they will have slight variations from batch to batch and some naturally-occurring defects that will have no adverse effect on the performance of the product, but may be purely cosmetic. Due to many variations in monitors and browsers, colors may appear different on different monitors. Since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the color of the actual product.
Note: Just because products have the same color name that does not mean they are the same exact color. Also don’t mistake the color name to be what you may think color should be.

Please keep in mind that the fragrances’ titles are conventional and intended to give you an idea of what the candle smells like based on scents that You might already be familiar with. Also, in attempts to give you the best idea of what to expect from the candle, every single fragrance comes with the description of notes and smells that compose the final fragrance scent. With that being said, reasons like not liking the scent or the scent not being what You expected it to be, will NOT be accepted as valid reasons for a return or refund.

If an item arrives damaged, please contact us immediately by e-mail at [email protected]  to let us know. We will happily replace any damaged items provided they are reported with photo proof within 72 hours of order delivery.