Service Policy

1. Service Overview

At Waxory, we are committed to providing exceptional service for all your candle needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

• Email: ask@waxory.com
• Phone: +1 (204) 582-8843
• Address: 496 Atlantic Ave, Winnipeg, MB R2W 0R9, Canada

2.2 Support Hours

Our customer support team is available:

• Monday to Friday: 9:00 AM - 6:00 PM CST
• Saturday: 10:00 AM - 4:00 PM CST
• Sunday: Closed

3. Candle Care Services

3.1 Available Services

• Wick trimming and maintenance
• Container cleaning and restoration
• Wax refills and top-ups
• Custom fragrance adjustments
• Burning pattern correction
• Label and packaging repair

3.2 Service Timeframes

Standard service timelines:

• Assessment: 1-2 business days
• Minor services: 2-3 business days
• Major restorations: 5-7 business days
• Custom fragrance creation: 7-14 business days

4. Warranty Services

4.1 Standard Warranty

All new candles purchased from Waxory come with:

• 30-day satisfaction guarantee
• 90-day warranty against manufacturing defects
• Free wick replacement within first 30 days
• Burn pattern guarantee

4.2 Extended Care Program

Optional extended care services include:

• 12-month extended protection
• Priority service scheduling
• Complimentary wick maintenance
• Seasonal fragrance adjustments

5. Custom Services

5.1 Customization Options

• Custom fragrance blending
• Personalized container design
• Custom burning time specifications
• Special occasion packaging
• Corporate branding options

5.2 Educational Services

• Candle care workshops
• Fragrance selection consultations
• Home scenting seminars
• Corporate team building events

6. Service Pricing

6.1 Assessment Fees

• Basic assessment: Complimentary
• Detailed consultation: $25
• Expert evaluation: $45

6.2 Service Costs

• Minor services: $20-35
• Major restorations: $45-95
• Custom work: Quote provided per project

7. Quality Assurance

Our commitment to quality includes:

• Professional assessment of all services
• Quality testing before delivery
• Detailed service documentation
• Satisfaction guarantee on all work
• Follow-up quality checks

8. Service Requests

8.1 How to Request Service

1. Contact our support team
2. Describe the service needed
3. Receive initial assessment
4. Schedule service appointment
5. Approve service quote

8.2 Required Information

• Candle type and collection name
• Purchase date and location
• Detailed description of issues
• Photos of current condition
• Preferred service timeline

9. Service Guarantees

We stand behind our services with:

• 30-day warranty on services
• Satisfaction guarantee
• Price match on comparable services
• Professional workmanship
• Premium materials and tools

10. Updates to Service Policy

Waxory reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.