Shipping

We ship all of our orders from our warehouse + candle production studio in Cranberry Twp., PA 16066

We ship around the world!

The only FREE SHIPPING available in our shop on certain promotions is in the US 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 try 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 the shipping queue!

Please note Rush My Order cannot be combined with custom order items. Custom items are shipped directly from the printer and we are not able to expedite production.

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

Current processing times are 1-2 business days (Monday - Friday).

Pre-Order items will ship when they arrive to us and approximate arrival date is in each listing.

We ship Monday - Friday only, excluding holidays.

We ship all pre-order items separately from the main order.

If a pre-order item will arrive soon to us, we may hold your main order until the pre-order items arrive in order for your entire order to ship together.

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.

We'd recommend purchasing again and letting us know to cancel the shipping label on your already shipped order, then we will be able to refund your order.

With a rise in online shopping and number of packages in the USPS, UPS, and FedEx systems, we are shipping around the clock to make sure to get SWD to you!

We advise shopping early this year for the holidays - not only are the USPS + FedEx systems very busy but we also may sell out of your favorite items!

Like any business, we never can guarantee any shipment by Christmas as we rely on USPS + FedEx for final delivery and their systems can experience delays at anytime.

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!

If you are in a hurry, be sure to find us on amazon here to shop SWD!

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.

Returns, missing items, + Damages

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.  

Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for delivery.  If you receive a damaged item, please contact us within 7 days of delivery to submit a claim.

Please provide us with your order number and 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, check around your mailbox, front door, back door, or with neighbors / other household members as packages are delivered to others or even brought in without us knowing.

It is possible it shows undeliverable as well - check the tracking provided in your "your order has shipped" email from us or the Shop App.

Once you have done this and 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 unhappy with your purchase, all UNUSED products can be shipped back to us 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.

discounts + free shipping

Sign up for our newsletter or text message below for special discounts, flash sales, and more!

Current promotion: Free Shipping on all US orders $49+ (excluding Alaska + Hawaii) for retail (minimum $49+) and wholesale ($350+).  Free shipping is automatically applied to all retail orders after any applicable discounts.  

Wholesale bulk discount orders do not qualify for free shipping.

Pre-Ordered Items: Free shipping is available for pre-ordered items if their total order value hits the free shipping requirements separately from the main in stock order. In stock order totals must also hit their own free shipping qualification, separate from pre-ordered order values, in order to activate free shipping promotions.

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

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 any coupons to previous orders.

Wholesale: If you are purchasing wholesale, your wholesale discount is the discount automatically applied to your order.  No additional retail discounts may be applied or your wholesale discount will not work. If you try to use a discount code site (honey, rakuten, etc.) it is not valid on wholesale orders and may disable your wholesale discount.

ordering

Have a large number of clients you're shopping for? Need assistance? We're here to help!

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.

If you are sending many orders to multiple people, contact us to get an invoiced order and we'll provide you with an excel sheet to list all of the recipients' addresses in for you! You can add in special notes for each person as well!

We do not design custom products anymore. We hope you can find something you love in the shop!

Pro Tip:

- Custom candle label: Snag up one of our candles and add your own label for a shower, birthday party, and more on the top! Avery round labels work great!

PRODUCT QUESTIONS

We make all of our candles + reed diffusers in our candle factory in Cranberry, Twp., PA - just north of Pittsburgh!

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, and dispensers are made in Cranberry Twp.,PA USA with our plastic pen sets, canvas prints, and print on demand mugs being made in the USA as well. 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. They won't come off with normal / correct care. Please see each listing for dishwasher / microwave details!

Travel mugs, 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 travel mugs, metal coffee mugs, and metal wine tumblers are NOT microwave safe. Do not use these products in the microwave. 

Sweet Water Decor stoneware mugs, 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. Check out each product's listing for proper care and use.

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. 

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

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.

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

Plastic pen refills: refills: https://amzn.to/3yE0am5

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

Candle Care + INFO

Taking good care of your candles is the first step to a better burn, better scent, and happy candle.

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. 

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

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 time during a single use.  Extinguish the candle with a candle snuffer or wick dipper, and trim your wick for the next burning. 

Enjoy your candle until around 1/2" of wax remains at the bottom of the jar. Do not burn your candle with less than a 1/2" of wax remaining.

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

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 setting 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 desire. A single candle in a smaller room or bathroom works great.

Keep your wick trimmed to 1/4" at all times and 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 1/2" of wax remains at the bottom of the jar. Do not burn your candle with less than a 1/2" of wax remaining.

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

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.

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.

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.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.

Our wicks are made of cotton and are metal free!

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. 

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.

WHOLESALE

We sell wholesale around the US and around the world! Visit our wholesale portal here!

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

Handshake

or

Faire.com

Be sure to sign in to your account so that wholesale pricing is activated for you!

At this time we do not do custom candles.

Affiliates + influencers

Share + tag your @sweetwaterdecor #sweetwaterdecor

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

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