TartBurners.com
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FAQ

I want to order a large quantity of a single item, but the web site won't let me. Why?
The inventory feature of our web site prevents customers from purchasing items we do not have in stock.

I wanted to order a certain quantity of an item or items to meet a quantity discount, $75 free shipping and/or a larger order discount, but the web site won't let me. Can I still get the discounts?
Sorry but no. The inventory feature of our web site prevents customers from purchasing items we do not have in stock. Our company works on a basis of only selling items that we have in stock, as we can never be sure exactly when we will receive orders from our suppliers.

Do shipping charges and taxes count for purposes of calculating whether an order meets the minimum for free or reduced shipping rates?
Sorry but no. The $50 and $75 order shipping rates are based upon the net merchandise total only, prior to adding shipping and taxes (if any). The same will be true for any source code discounts.

I have a customer service issue or a question. How do I contact TartBurners.com?
WE ARE NOT THE COMPANIES WHOSE NAMES ARE ON THE BRANDS WE SELL. IF YOU HAVE AN ISSUE WITH AN ITEM YOU HAVE PURCHASED FROM ANOTHER STORE, PLEASE CONTACT THE MANUFACTURER OR THE MERCHANT WHERE YOU PURCHASED THE PRODUCT.

If you have questions or a customer service issue, the fastest way to reach us is to email us at sales@tartburners.com. Please mention your order number and the date you ordered in your email.

You can also leave a voicemail message at 408-213-9559; however, we do not have a dedicated customer service phone staff and we can respond much faster to emails. Please mention your order number and the date you ordered in your voicemail.

The order entry call center for placing orders is not able to handle customer service issues.

Can you tell us what stores carry your products?
We are an online store only and do not have any retail locations. In addition, we cannot tell you where else to go to buy the products we carry.

Do you also sell your products wholesale?
We do not. TartBurners.com is a retail store selling thousands of products to the public at competitive retail prices. If you order on this web site, you will pay the price listed even if you plan to resell the products.

Do you have a printed catalog?
Our products change virtually daily, so we do not have a printed catalog.

Do you carry any products that are not offered on the web site?
No. Everything we carry is listed on the site. We are an online store, not a manufacturer, and we cannot customize products.

What credit cards do you accept?
VISA, Mastercard, American Express and Discover. We also accept PayPal.

I don't have a credit card. How can I order from you?
If you have a VISA or Mastercard debit card, we accept those. We also accept PayPal.

Is your site secure?
Our site is hosted by Yahoo! and credit card processing is secure.

Can I mix and match several items to get the quantity discount?
Sorry, but no. Quantity discounts (such as "6 for $99.99") are for quantity purchases of the exact same item, including the same fragrance, color or style.

What is your return policy?
If an item is defective or broken or we shipped you an incorrect item, we will replace it or offer you a credit. If we need the item back, we will pay for the return shipping. PLEASE DO NOT RETURN ANY DEFECTIVE ITEM AT YOUR OWN EXPENSE WITHOUT OBTAINING AN RA NUMBER FROM US FIRST. WE DO NOT REFUND RETURN SHIPPING UNLESS AUTHORIZED IN ADVANCE.

If you simply would like to return an item, we refund the merchandise cost (not shipping cost) for any unused items returned in good condition with the original packaging within 30 days of the date you received your order. We refund to the credit card originally used to make the purchase. We do not pay for return shipping. We have had very few items returned to us, so we are very confident you will like our products. Items on sale are non-returnable.

If you would like to return an item, please send it to:

TartBurners.com
925 Kifer Road
Sunnyvale, CA 94086


Make sure to pack the item well so it does not break in transit.

We only accept returns for purchases made from www.tartburners.com, so we will need the order number or the purchaser's name to verify products were purchased from us and to refund the appropriate credit card.

You may want to visit our Information page for more information.

I would like to order by phone or fax. Where do I call or fax?
We accept phone orders at 1-877-710-4903 (9am - 9pm ET). We do not accept orders by fax.

How do I cancel an order?
Please have your order number ready. The best way is to email us at sales@tartburners.com. You can also leave a message at 408-213-9559.

When will my back-order ship?
We do not back order. We ship all orders complete, even it there is a slight delay. On occasion, we will short an item if it is small and we do not expect more in soon.

What methods of shipping do you offer?
Standard shipping to the contiguous United States is UPS Ground or USPS Mail, our choice. You may choose to pay an additional charge for UPS Next Day Air, 2nd Day Air or 3 Day Select, or by choosing UPS Ground or Priority Mail. Shipments to points outside the contiguous United States are sent via Priority Mail.

When will my order ship?
Most orders received before 8:00 am Pacific Time, Monday through Friday will be shipped that day. Most orders received after 8:00 am Pacific Time Monday through Friday will be shipped the next business day. Orders placed over weekends and holidays typically ship the next business day, although some may be in 2 business days. The majority of our orders ship in 24 to 48 hours. Shipment will be confirmed to you by email.

You may want to visit our Shipping Information page for more information.

What carriers do you use?
UPS and USPS in the contiguous United States, USPS otherwise.

May I choose a different carrier?
At this time all orders are shipped via UPS or USPS.

Do you ship to post office boxes?
You must choose Priority Mail to ship to a PO Box.

How do I track my order?
We will email you a UPS or USPS tracking number after the order ships. You can track UPS on our site or at www.ups.com and USPS at www.usps.com. UPS tracking numbers begin with "1Z46754W" and USPS Mail tracking numbers are all numbers with no letters.

Can I split an order so it goes to more than one shipping address?
We cannot split orders. Each shipping location must be placed as a separate order.

What is the difference between business and calendar days with respect to shipping and delivery?
Business days are Monday through Friday. Weekends and holidays are not business days.

Do you ship on weekends?
We ship Monday through Friday. We do not ship on the weekends.

Can I change the shipping address after the order is placed?
Please have your order number ready. The best way is to email us at sales@tartburners.com. You can also leave a message at 408-736-8938. Since we ship fast, we cannot guarantee that changes will be made in time.

When can I expect a refund on returned or damaged products?
TartBurners.com processes the refund to your credit card within a week. There may be some lag time until your credit company processes it after that.

How do I know if an item is available?
All items listed on our website are available. Because we do not back order, there may occasionally be a delay in order to ship your order complete. If the delay is going to be significant, we will call or email you, asking if you would like to delete the item causing the delay, releasing the balance of the order for shipment. The site will also prevent you from ordering any item that is out of stock even if we have not had time to mark it "OUT OF STOCK". Of course, we do occasionally make mistakes in counting.

I want to send my order to someone else as a gift. How do I do this?
When you proceed to checkout, there is an opportunity to ship an order to a person and/or location at a different shipping address. We do not include prices on the packing list with the order. We email a shipping confirmation to the email address on the order with the total, which will be the same as the original order confirmation, unless the person ordering has made a change.

Do you offer gift wrapping?
Sorry but we do not at this time.

What size candle jars do your accessories fit?
Most of our jar candle accessories are designed to fit standard round apothecary jar candles such as Yankee Candle. These candles have a round opening on the top equal to about 2-15/16 inches. The outside diameter is about 4 inches. Our jar shades and jar candle toppers fit inside the openings and the Candle Crowns and Candle Crown Toppers fit outside. The Candle Cachepots of course also fit outside the jars.

Our baby jar shades are designed to fit baby apothecary jar candles. These jars have an opening diameter of approximately 1-3/4 inches and a total diameter of about 2-1/2 inches.

We also have shades for Colonial At Home oval jars in all three sizes.

How do your electric tart burners heat the wax?
Most of our burners work using a 25 watt light bulb, which heats the ceramic and melts the wax very slowly, maximizing the fragrance time. Most electric burners are 2-piece items, so the top can be removed for cleaning. Certain groups of burners use 40 watt bulbs or a heating plate. This is noted in the descriptions of each group and item.

How hot do these burners get? Can I use them for other purposes?
We do not know the exact temperature that our burners heat to, but they are designed to melt wax that melts at about 120 to 130 degrees, so they get very hot. WE DO NOT RECOMMEND USING THEM FOR ANY OTHER PURPOSES, WHICH INCLUDES, BUT IS NOT LIMITED TO, HEATING BABY BOTTLES AND AQUARIUMS.

Where can I get replacement bulbs for the electric tart burners?
We carry replacement bulbs for the electric tart burners we sell. Bulbs can be found in product sections with the burners they fit. We carry several types of burners that use different bulbs so please make sure to order the correct bulb for your burner. You can also typically purchase bulbs at any hardware store like Home Depot or mass merchant like Wal-Mart.

Can I use oil or potpourri in the burners?
Most of our customers use wax, but our burners can also be used for potpourri or oil. Follow the instructions with your oil or potpourri as to how to use these products in a burner.

How do your candle warmers and electric tart burners work?
In both cases the heat melts the wax, which releases the scent. Eventually the scent will dissipate, but the wax will remain.

What counts as an order?
Each order shipped to a specific location counts as one order. Item quantity discounts, coupon volume discounts and free shipping minimums cannot be met by combining orders going to different shipping locations.

I do not live in the U.S. Can I order from you?
TartBurners has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com

Standard Shipping (US 48)

ORDER     SHIPPING
Under $9:    $3.99
$9-$13:       $4.99
$13-$75:       $5.99
Over $75:       FREE

Shipping Costs

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