Frequently Asked Questions

We ship around the world (excluding the UK)!

Any FREE SHIPPING promotions that we offer are valid for US shipments only (excluding Hawaii and Alaska).

All customers are responsible for their own country's duties / taxes / extra shipping fees.

Matches cannot ship internationally - if you attempt to order matches and you are outside of the US, they cannot be shipped to you.

Need your order to ship ASAP? Add Rush My Order to your cart and your order will jump to the top of our shipping queue!

Many of our products are also available via Amazon Prime.  Visit, www.amazon.com/sweetwaterdecor or search your favorite SWD items on Amazon!

Approximate Order Processing Times Based on Order Size -

1 item: 1-3 business days

2-10 items: 1-3 business days

10+ items: 3-5 business days

If your order hasn't shipped yet, please remember that our processing times are estimates, and are subject to variation.

As a small business we are so thankful that you chose us to shop with! We appreciate your patience as our team is working as quickly as they can.

If your order hasn't shipped 3 working days after expected ship date, please feel free to contact our Customer Care team.

We ask that you review your order before submitting to ensure all information is accurate.  If you enter a wrong shipping address, please contact us as soon as possible so we may change the address before your item ships. 

Due to the volume of orders we process and how fast USPS + FedEx pickup each day, once an order's label is created, we are unable to make any changes to the delivery address.

If your order ships FedEx, call 1-800-GO-FEDEX to change your address. If your order ships USPS, call 1-800-275-8777 to change your delivery address.

Matches are considered "dangerous goods" and are therefore not allowed through customs. Matches cannot ship internationally/outside of the US.

Each customer is responsible for any fees, duties, or taxes that they may incur when shipping to countries outside of the US.

Used items are non-returnable.

All sales on markdown items, mystery boxes, imperfect products, and Candle of the Month subscriptions are final. No returns are permitted.

Returns for unused items are accepted within 14 days of delivery for store credit minus return shipping charges.  

This window is extended to 30 days for purchases made between Black Friday and Christmas to account for holiday gift giving. Returns will not be accepted after 30 days.

All returns are store credit only.  

Contact us to start your return!

So sorry that your item arrived damaged! Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for final delivery.  If you receive a damaged item, please contact us within 7 days of delivery.

Please provide us with your order number, photos of the damaged item(s) and box in which the order was shipped. 

Once all the information and photos are received, we will then issue a replacement order.

If your order tracks as delivered but is not received, please check around your mailbox, entrances, lockers, mailrooms, with household members and neighbors. USPS may also track a package as delivered 2-3 days before a package actually delivers.

It is possible that your tracking shows undeliverable as well - check the tracking provided in your shipping confirmation email from us or the Shop App.

Once you have done this you still are missing your package, you must contact the shipping carrier directly to resolve any delivery issues first:

USPS at 1-800-222-1811​ or your local post office

FedEx at 1-800-463-3339​

Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order.

If you are still having trouble locating your package, please contact us.

If you are unhappy with your purchase, all unused products can be returned with us for store credit within 14 days of delivery.

Feel free to contact us for a return label. Once we receive the order back, we'll refund you in store credit minus return shipping.

Current promotion: Free Shipping on all orders $49+. Valid on US standard shipping only for the contiguous US (islands, AK, and HI are excluded) and does not apply to international orders. Free shipping promotion is not active during certain sales and promotions on sweetwaterdecor.com. Offer not valid on Amazon/Buy With Prime orders.

During sales and promotions, offer is applied once threshold is met with sales prices.

Free shipping on all Curated Rugs.

Wall hangings and pillows are excluded for free shipping promotions.

Wholesale bulk discount orders do not qualify for free shipping.

Retail customers can sign up for VIP text messages and our newsletter to receive certain discounts throughout the year! See sign ups on the bottom of our website pages.

Retail: You may only use 1 discount code per order.  Discount codes cannot be used on previous purchases and are only valid on new orders during the timeframe the coupon is valid in. We cannot retroactively apply coupons to previous orders.

All sales on markdown items are final, and no returns are permitted.

When ordering gifts, you can add our Gift Box to your cart! Our team will add in crinkle paper/tissue paper to your order to make it even more of a special gift!

If you are shipping multiple gifts, each shipping address and each gift box must be its own individual order. 

If you are looking to send gifts to multiple clients, team members, etc, please contact us! We'd love to work with you!

We do not offer customization on our products. We hope you can find something you love in the shop!

Fun Tip! Snag one of our candles and add your own label on top of our lid for any occasion! We have loved seeing customers take advantage of this tip for showers, birthday parties, weddings, etc! Avery round labels work great!

All Sweet Water Decor items are designed in the USA by Owner + Designer, Melissa. 

Sweet Water Decor candles, reed diffusers, and dispensers are made in Cranberry Twp.,PA USA! All other Sweet Water Decor items are designed here by Melissa and imported.

All of our designs and hand lettering are professionally printed onto each product. We do not use vinyl lettering. Designs will not come off with traditional care. Please see each listing for dishwasher / microwave details!

Metal coffee mugs and metal wine tumblers are hand wash only.  Stoneware mugs, gold handle mugs, and ceramic campfire mugs are dishwasher safe, but to keep all Sweet Water Decor mugs looking their best, we recommend hand washing with a non-abrasive cloth to keep lettering from fading. 

Sweet Water Decor stoneware mugs and ceramic campfire mugs are microwave safe. Gold handle mugs are also microwave safe, however, we do advice caution when microwaving as the handle may become hot. If sparks occur or handle becomes too hot, discontinue use in microwave.

Always check each product listing for specific care and use instructions.

Yes! Our plastic dispensers are BPA free and FDA compliant.

Metal pen refills: caps: https://amzn.to/3wx6IBi

Yes. Our Curated Collection (Rugs, Pillows and Wall Hangings) ship and deliver separately from the remainder of your Sweet Water Decor order.

Our curated rugs always qualify for free shipping.

$8 shipping is charged separately on all wall hanging orders of 1 or more. (If you add 1+ to your cart you'll only be charged $8 to ship)

Curated Rugs - support@boutiquerugs.com

Curated Pillows - hello@ruffledthread.com

Wall Hangings - orders@imanicollective.com

Candle care are methods used to ensure a clean + safe burn as well as maximize the life of your candle.

Before each time you light your candle, trim your wick to 1/4" and burn your candle no longer than 4 hours at a time. 

Always burn your candle until the wax pool reaches the side of the jar to prevent tunneling.

Enjoy your candle until 1/2" of wax remains at the bottom of the jar. Do not burn your candle with less than 1/2" of wax remaining. Lighting a candle without enough wax can cause the jar to overheat.

Keep candles away from fans, open windows, hot surfaces, children, and pets.

Always burn your candle on a heat safe surface. Never leave a candle unattended.

You can check out our candle wick trimmers, dippers, and snuffers here: https://www.sweetwaterdecor.com/collections/candle-care-kits

If you are experiencing a high flame, your wick is too long. This can occur even if you've been burning your candle for a long period of time during a single use. Always trim your wick to 1/4" and burn your candle no longer than 4 hours at a time.

Burn candles no longer than 4 hours at a time.

Do not burn your candle with less than 1/2" of wax remaining. Lighting a candle without enough wax can cause the jar to overheat.

Never leave a lit candle unattended.

Our candles burn from 40-60+ hours total depending on the jar size. Check out your favorite candle listing for specific burn times!

If your candle will not light, it is likely that the wick has been cut too short, or your wick has too much wax on it. Dig out wax around your wick and re-light :)

Using one of our wick dippers to gently dip the wick into the wax and pull the wick back out is the recommended way to extinguish your candle to avoid smoke.

Blowing out your candle or using one of our candle snuffers to extinguish your candle will also work.

Our wax is a USA made, proprietary soy wax blend. It is made with US grown soy, kosher, and has a great scent throw! Our wax is beeswax free and coconut wax free.

We use 100% cotton wicks!

We use a combination of essential oils and premium fragrance oils. All of our fragrances are 100% non-toxic when used in candle form.

We use the highest scent to wax ration possible to ensure a full fragrance.  We do not use toxic chemical boosters found in many commercial candle brands so our candles do not have overpowering scents.  We recommend using multiple candles if using in a larger space or a room with high ceilings.

To prevent tunneling, be sure to allow your candle to burn long enough for a full wax pool to form.

Watch our Instagram reel on How To Fix Tunneling Candles!

There is always a possibility that your candle order could arrive slightly melted in warmer months, as we have no control over a package once it leaves our warehouse. However, the best way to avoid a melted candle is to bring your candle order inside asap once you receive notification that it has been delivered! Candles are always best stored at room temperature :)

Please visit our Wholesale Guidelines page for more information on our wholesale policies.  

When you are ready to apply for a wholesale account you may do so on our Wholesale Sign Up page. When you create your account, you must also fill out and submit the form on the bottom of the sign up page.  Once we have this form on file we will approve or decline your application. 

The approval process can take up to 2 business days. 

You may also shop Sweet Water Decor wholesale on

Handshake

or

Faire.com

Always be sure to sign in to your account. Wholesale pricing will be applied in your cart + at checkout!

We work with affiliates who use Amazon Affiliate, Etsy, Leaddyno, ShareASale + RewardStyle / LikeToKnow.It.

Sign up for our affiliate program here!

Feel free to begin using your Affiliate Links to link up our products.

Don't forget to tag us on Social Media! @sweetwaterdecor

1. Girl's Hope Pittsburgh

2. Magee Women's Foundation

3. Northway Christian Community

4. The World Health Organization