FAQ

What's a memory burn?

A candle "remembers" its first melt pool. The first time you light your candle, the size of that first melt pool will determine that of every future burn.

In order to get the most out of your candle, the first time you light it, let it burn until the melt pool reaches the edge, or within 1/4" of it – about one hour per inch in diameter – to prevent tunneling.

For our 8.5 ounce candles, that's usually around three hours. 

I didn't do a memory burn the first time I lit my candle! How can I fix it?

Use a heat gun or hot hair dryer to melt the wax until the melt pool reaches the edges and the top of the candle is even. If this causes the wick to drown (become too small to stay lit), use a cotton ball or the edge of a paper towel to soak up and remove some wax until 1/4" or wick is exposed. Let it harden for about 24 hours before relighting.

My candle isn’t melting the wax all the way to the edge. What’s wrong?

If you’ve let it burn for about 4 hours and there’s still 1/4” or so of unmelted wax at the edges, don’t worry! As the flame moves lower, the sides of the container will warm up and melt the sides down. It will catch up in the end.
If after 4 hours there is more than 1/4" of wax left on all sides, contact us and let us know!

The flame looks small. Did I trim it too short?

As long as the melt pool reaches within 1/4” of the edge in three or four hours the first time you light it, it’s all good! If you trim your wick too short and you’re worried it might drown, you can rescue it by spooning out a little bit of melted wax, or using a cotton ball or edge of a paper towel to soak it up until 1/4" of the wick is exposed.

My candle is smoking. What’s wrong?

Trim that wick. As long the wick is trimmed to 1/4” each time you light it, it should not smoke. When you don't trim the wick, the flame will be too large. It will not only smoke, but it will burn too hot, which is not only a hazard – it also melts too much wax at once, which can either cause the candle to tunnel or burn down too quickly.

Burning a candle for too long can also cause it to smoke. Only burn a candle for about 4 hours at a time to prevent it from smoking and becoming a hazard.

What is the scent made of?

Your health, and that of our environment, is super important to me! My scents are made from a combination of essential oils, resins, and lab-made aroma compounds which are non-toxic. They are phthalate-free, vegan, cruelty-free, and contain no Prop 65 ingredients. 

Why not just use essential oils? Aren't they healthier/more natural?

All our fragrances are phthalate-free, non-toxic, and don't contain any Prop 65 ingredients. However, they are not made from exclusively natural sources, and here's why...

For one, the fragrance blends I use work better in candles than essential oils do alone in regards to how the candles smell when lit, how they burn, and how the wax melts. When burned in a candle, many essential oils have an unpleasant smell, and can even be toxic.

Our fragrance blends are also significantly more cost effective than using 100% essential oil, allowing us to price our candles reasonably.

In some cases, lab-created aroma compounds are also safer than essential oils. Whether natural or synthetic, many scent molecules can be harmful at certain levels and for certain uses (there's a reason you shouldn't ingest or put undiluted essential oil directly on your skin). 

Our fragrance ingredients are made with chemicals that occur in nature – some are just synthetic versions formulated to meet strict IFRA safety standards, rather than extracted from the source. 

This is often a more sustainable option than nature-derived fragrance, which requires extensive farming – it can take hundreds or thousands of pounds of plant matter to make one pound of essential oil. Many fragrance ingredients come from vulnerable plant species, and those that take a long time to grow. 

What are your shipping fees and transit times?

We charge a flat shipping rate of $8.00 for each order. After an order is placed, it will ship within 1-2 business days from Baltimore, MD via USPS or UPS. Transit times vary depending on the destination, so please allow at least one week for your order to be delivered, and additional time during the holiday season. This does not include the processing time of 1-2 business days.

Delivery and transit times are not guaranteed, so please allow ample time for your order to arrive. You will receive an email notification with a tracking number when your shipping label is created.

What is your summer shipping policy?

During the hotter months of June through August, we only ship orders on Mondays and Tuesdays to protect items from melting. Our intention is to prevent orders from being held in a hot warehouse over the weekend, since our products can melt if exposed to high temperatures for long periods. 

Considering the estimated transit time, destination climate, and weather forecast, we may be able to ship certain orders on other days of the week when possible. But during the summer, expect your order to ship on the Monday or Tuesday after your order is received, accounting for the 1-2 day processing time.

For example, if an order is placed on a Friday, two business days later would be Tuesday, so it would ship by Tuesday at the latest. But if you place an order on a Tuesday or later, your order might not ship until the following Monday. So, please order by the weekend for the quickest turnaround!

What can I do if my order arrives damaged?

If a package goes missing or does not arrive, you can report it here if it was shipped via USPS, or here if it was shipped via UPS.

If your order arrives damaged, you can file a claim here if it was delivered by USPS, or here if it was delivered by UPS. 

To file a claim, you may need photos of the damaged product, the packaging, the attached shipping label, and your receipt. If accepted, USPS or UPS will refund you for the product and shipping costs. The Glow Co. is not responsible for product that is damaged during shipping.

Have another question? Reach out and let us know! 


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