FAQ – Sweet Water Decor

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FAQ

ORDERING

How can my order ship faster?

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

I want to purchase a product that is sold out or no longer on your website

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We have updated our website so that after a product is sold out, we will link it to the product also sold on our Amazon shop page, and you can purchase it by clicking on the "Click to buy on Amazon" button.

If it is sold out, google it!  We sell wholesale to thousands of stores across the country, and many of these are online stores.  Shop small and find your favorite SWD!


What is your return & exchange policy?

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Custom items and Print on Demand items are non-returnable.

Returns for other 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.  

If you receive the wrong item/s, an imperfect item, or a damaged item, please contact us within 7 days of delivery to submit a claim. For all claims, please provide us with your order number.  If you received the wrong item please provide us with a picture of the item you did receive including an image of the product barcode if available. If the order arrived with an imperfect or damaged item, please include images of the imperfection or damage, as well as pictures of the packing materials and box in which the order was shipped.  For wrong or imperfect items we will then issue a replacement order, and if applicable, we will provide a prepaid shipping label to return the mis-shipped items.

At Sweet Water Decor, we package our orders with care to withstand the rigors of shipping before handing them off to FedEx or USPS to deliver to you.  Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for delivery.  For this reason, we have partnered with Route Insurance to help protect your order. Delivery insurance by Route is automatically applied at checkout and you must opt-out if you do not wish to have insurance. If an order arrives damaged, or tracks as delivered but is not received, please contact our shipping insurance provider and they will handle your claim:

Route: https://claims.route.com/ (also in the email you received at checkout)

Encased: https://reimbursements.encased.io/

Please make sure you are shipping to a secure location to prevent lost or stolen packages. If you opt-out of Route delivery protection insurance and your order arrives damaged, or tracks as delivered but is not received, you must contact the shipping carrier directly to resolve any delivery issues.  If you opt-out of Route delivery protection insurance, Sweet Water Decor will not be able to refund or reship your order. 

If you have any questions about Route, they can be answered here: https://bit.ly/367YntA


Where will my order ship from?

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Sweet Water Decor is based out of Pittsburgh, PA USA.  All items except canvas prints ship from our warehouse and candle factory located in Pittsburgh, PA 15205.  Canvas prints ship separately and are printed after your order is placed.

Free shipping and discounts

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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.

Free shipping is automatically applied to all retail orders after any applicable discounts.  Your cart must meet the free shipping minimum requirements after discounts are applied. 

If you are purchasing wholesale, your wholesale discount is the discount automatically applied to your order.  No additional discounts may be applied.

Additional retail coupons and free shipping are not valid for wholesale purchases.

When should I order for the holidays?

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With a rise in online shopping and number of packages in the USPS, UPS, and FedEx systems, we cannot guarantee shipment by Christmas.  As a small business, we are doing the best we can, working around the clock, to get packages out asap, all while growing our warehouse and production teams to do so.  We thank you for shopping small and can't wait to see what SWD you gift this year!

Gifting, gifts, and ordering for multiple addresses

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When ordering gifts, you can choose to have us add in crinkle paper/tissue paper to make your gift special:

 https://www.sweetwaterdecor.com/collections/gift-boxes/products/create-your-own-gift-box 

If you are shipping multiple gifts, each shipping address and each gift box must be its own individual order.  Unfortunately, we cannot ship to multiple addresses from the same order.

SHIPPING

How and when do you ship orders?

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Order processing time is now 1-5 business days. We thank you for your patience and for shopping small!

All items are shipped either USPS or FedEx from our Pittsburgh, PA USA location.

During the holiday season peak - Black Friday through December 13th, your order may take longer to ship than our standard lead time. Please shop as early as possible for the holidays. We cannot guarantee shipping by Christmas given the rise in online shopping and transit times of our carriers - USPS, FedEx.

*Please note delivery estimates are from time of shipping not time of order.*  

Is FREE SHIPPING or USPS a good choice for my order?

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If you choose FREE SHIPPING we will ship your order in the most economical way possible. In most cases this is via USPS First Class Mail which can take a week or more to arrive, depending on the destination. Both USPS and FedEx are experiencing COVID related delays. Please keep this in mind when placing holiday or time sensitive orders. 

Any free shipping option is valid on US standard shipping only for the contiguous US (islands, AK, and HI are excluded) and does not apply to international orders. We advise using FedEx as your shipping option.

I put in the wrong shipping address, how can I change it?

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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.  Once an order ships we are unable to make any changes to the delivery address.

My item arrived damaged, what should I do?

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At Sweet Water Decor, we package our orders with care to withstand the rigors of shipping before handing them off to FedEx or USPS to deliver to you.  Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for delivery.  For this reason, we have partnered with Route Insurance to help protect your order. Delivery insurance by Route is automatically applied at checkout and you must opt-out if you do not wish to have insurance. If an order arrives damaged, or tracks as delivered but is not received, please contact our shipping insurance provider and they will handle your claim:

Route: https://claims.route.com/ (also in the email you received at checkout)

Encased: https://reimbursements.encased.io/

Please make sure you are shipping to a secure location to prevent lost or stolen packages. If you opt-out of Route delivery protection insurance and your order arrives damaged, or tracks as delivered but is not received, you must contact the shipping carrier directly to resolve any delivery issues.   USPS at 1-800-222-1811​ or your local post office or 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 opt-out of Route delivery protection insurance, Sweet Water Decor will not be able to refund or reship your order. 

If you have any questions about Route, they can be answered here: https://bit.ly/367YntA


My order never arrived, what should I do?

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Sweet Water Decor has partnered with Route Insurance to help protect your order. Delivery insurance by Route is automatically applied at checkout and you must opt-out if you do not wish to have insurance. If an order arrives damaged, or tracks as delivered but is not received, please contact our shipping insurance provider and they will handle your claim:

Route: https://claims.route.com/ (also in the email you received at checkout)

Encased: https://reimbursements.encased.io/

Please make sure you are shipping to a secure location to prevent lost or stolen packages. If you opt-out of Route delivery protection insurance and your order arrives damaged, or tracks as delivered but is not received, you must contact the shipping carrier directly to resolve any delivery issues.   USPS at 1-800-222-1811​ or your local post office or 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 opt-out of Route delivery protection insurance, Sweet Water Decor will not be able to refund or reship your order. 

If you have any questions about Route, they can be answered here: https://bit.ly/367YntA

If you are an international customer, tracking and shipping may be delayed especially during this time.  Please have your tracking # ready and contact the shipping carrier for further details.  International orders should choose FedEx shipping when checking out for the best assistance and tracking.

Will candles melt when shipped in hot weather or to hot climates?

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Candles can melt when on hot shipping trucks and if your order is left outside in hot temperatures.  Shipping companies will not reimburse for melted candles so we cannot be held liable for melted candles.  Please order at your own risk or choose expedited delivery services.  We offer extra order protection through Encased upon checkout and recommend this for your candle order if you live in a hot climate or are ordering in hot weather.

International: Why can't I order matches?

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

International: Choosing USPS International First Class

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This is the least expensive and SLOWEST shipping option for international orders.  Orders shipped USPS International First Class can take over a month to arrive and are not able to be tracked once they leave the US. We highly recommend an upgraded shipping option for international orders.  Once your order leaves our warehouse we are not responsible if your order is lost in transit.  We would recommend choosing FedEx International as your shipping choice to ensure tracking is accurate for your order.

*If you have any issues with the delivery of your international order please contact the shipping company directly for assistance.* 

International: I'm not in the US, am I responsible for customs and duty taxes?

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

CUSTOM REQUESTS

Do you take custom requests?

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At this time we are not taking custom requests.                                                  

If you are a major retailer or are interested in licensing please contact us for more information.

Do you do custom labels and candles?

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We are unable to do custom labels or candles at this time.

PRODUCT QUESTIONS

Where are your products made?

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All Sweet Water Decor items are designed in the USA by Owner + Designer, Melissa.  Many of our products are also made right here in the USA!  Sweet Water Decor candles, reed diffusers, dispensers, and wax melts are made in Pittsburgh, PA USA with our plastic pen sets and canvas prints being made in the USA as well.  We always use US grown soy wax in our candles and wax melts.  All other Sweet Water Decor items are designed here and imported.

How are your designs applied to your mugs and other products?

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All of our designs and hand lettering are professionally printed onto each product. We do not use vinyl lettering. 

Our designs and hand lettering will not come off with proper care.

How do I care for my coffee + travel mugs?

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Travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are hand wash only.  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. 

Our metal travel + coffee mugs as well as water bottles and wine tumblers from 2019 have a soft coating on them, which can cause them to stain.  We recommend using rubbing alcohol to remove stains and to keep staining food / drinks off of the coating. 

Our new 2020 metal coffee + travel mugs, wine tumblers, and water bottles are not soft coated and should not stain.  2020 designs are the white and blush peach colored styles.

Can my mug go in the microwave?

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Sweet Water Decor travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are NOT microwave safe. Do not use these products in the microwave. 

Sweet Water Decor gold handle mugs and ceramic campfire mugs are microwave safe meaning these mugs can be used in the microwave without causing damage to the mug or to the microwave. 

We do recommend hand washing our gold handle mugs to help preserve the microwave safe finish. If sparks occur or handle becomes too hot, discontinue use in microwave.

Microwave safe does not mean these mugs will not get hot in the microwave.  These mugs will get hot. To avoid burns always use caution removing mugs from the microwave. 

Your coffee mugs say "bone china" are they real bone?

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They are not real bone and are not made with any animal products.  They are Vegan approved, Fine Bone Luxury China. 

Is it safe to use essential oils or fragrance oils in your plastic dispensers?

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Yes! Our plastic containers can  safely store products that contain essential oils less than 5% or fragrance oils less than 15%. If your oil percentages exceed these respective levels, please consider using our glass dispensers.

Are your plastic dispensers BPA free?

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

How do I care for my new product?

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All care instructions can be found in each product's listing. 

CANDLE INFO

How do I prevent a high flame?

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Each time before you light your candle, you'll want to trim your wick to 1/4" and burn your candle for no longer than 4 hours. 

If you are experiencing a high flame, your wick is too long and this can even occur if you've been burning it for a long time.  Extinguish the candle with a candle snuffer or wick dipper, and trim your wick for the next burning. 

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

Where and how long should I burn my candle?

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Place your candle on a heat safe surface away from any drafts. Keep out of reach of children + pets. Our candles are great for bathrooms, bedrooms, kitchens, living rooms, and more. Every place and area is different. If you have a room with high ceilings you may want to burn two candles at once to create the atmosphere you're desiring. A single candle in a smaller room or bathroom works great.

You'll want to make sure you burn your candle until the wax pool reaches the side of the jar. Enjoy your candle burning for up to 4 hours then it's best to extinguish. Be sure to never leave a candle unattended. Enjoy your candle until around 1/4 - 1/2" of wax remains at the bottom of the jar.

How long will my candle last, how many hours will it burn?

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Our clear jar candles burn for 40+ hours and our larger candles like our white and mug candles burn for 50+ hours.

How long should the wick be before lighting?

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Trim your wick to 1/4" using one of our wick trimmers from our candle care kit or scissors / nail clippers work great too!

Keeping your wick trimmed to approximately 1/4" will prevent your candle from smoking or throwing sparks while burning.

My candle won't light - what should I do?

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If your candle won't light the wick either has too much wax on it or was cut too short. Dig out some wax around the wick and re-light.

How should I extinguish my candle?

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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.

What kind of wax do you use?

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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.

What are your candle wicks made out of?

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Our wicks are made of cotton and are metal free!

Do your candles contain essential oils?

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Many of our candles do!  If the fragrance contains essential oils, it will be noted in the listing.  They also contain premium fragrance oils, which are non-toxic, gluten, phthalate, and lead free.

What kind of fragrance oils do you use?

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We use a combination of essential oils and premium fragrance oils. All of our fragrances are 100% non-toxic when used for their intended purposes, in candles. 

Be sure to check out each candle listing to see which scents and essential oils are used. 

How strong are your candle scents?

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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 to not have overpowering scents.  We recommend using multiple candles if using in a larger space or a room with high ceilings.

Do your candles contain phthalates?

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Nope! Our candles are phthalate free!

Do you sell your candles wholesale?

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We do!  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 can then either approve or decline your application. 

The approval process can take up to 2 business days. 

WHOLESALE + LICENSING

How do I apply for a wholesale account?

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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 can then either approve or decline your application. 

The approval process can take up to 2 business days. 

You may also shop Sweet Water Decor wholesale on Faire.com.

Do you license your hand lettering?

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We do! All of our products are hand illustrated by our Owner + Designer, Melissa.  If you are looking to add more hand written products to your national line please contact us here.  

INFLUENCERS

Do you partner with social media influencers or bloggers?

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

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

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

With the amount of inquiries we receive, we are not able to offer free products.

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