Frequent Questions

What are you store hours of operations?
 ATX Lit My Wicky Wacky Tip customer support hours are Saturday-Friday 9:30 am to 8:30 pm eastern standard time.

When should I extinguish my candle?

 Safety first! We are super excited for you to burn your ATX Lit My Wicky Wacky tip candle! For best results, we advise that a candle should never be burned for more than 4-5 hours at a time. Please remember to burn your candle on a heat-resistant surface away from any flammable objects. Be sure that you extinguish your candle when there is approximately .25-.5 inches of wax left in the jar. In some cases, a metal wick holder may be visible in the bottom of the jar indicating that the candle should be no longer burned. Please remember to never leave a candle unattended while burning. All burning candles should be kept out of reach of children. If you have any additional questions regarding candle safety & best practices, please reach out to our support team at infor:atxlitmywickywackytip@gmail.com

How long does it take for my return to be processed?

Please allow up to five business days after we receive your return for your refund or replacements to be processed.

What is hot- zone shipping (Effective JUNE, JULY & AUGUST)

We are sorry that in some cases it may take us a little longer than expected to ship your order. We want to be certain that your order arrives to you in perfect condition without any melting. We are located in Austin where we see summer temperatures up to 100°. To fix this issue, each summer we implement "hot-zone shipping". This means that if you live in any of the states listed below, we will only ship your order on Mondays and Tuesdays. This is the best way for us to be certain that your candles do not sit on a UPS truck over the weekend. This is when the melting happens. Once again, we apologize for this and look forward to delivering your order in the best condition possible.


"Hot-zone Shipping States"
Washington, Oregon, California, Nevada, Utah, Idaho, Montana, Wyoming, Colorado, Arizona, New Mexico, South Dakota, North Dakota, Nebraska, Texas, and Florida

 Can I cancel my order?

It is our goal to ship your order as quickly as possible. We begin processing your order immediately and unfortunately, we are unable to cancel or modify orders once they have been placed.

What is your procedure for broken merchandise?

Did you discover broken items in your order? We are sorry to hear that your package arrived damaged. Please snap a photo showing the item's label as well as the damaged area of all damaged items. Broken items are eligible for replacement once photos have been submitted. Please email these photos to us at atxlitmywickywackytip@gmail.com. Be certain to keep all broken merchandise until our customer service team has resolved your issue. We look forward to getting you taken care of!
*In order to receive a replacement, we do require photos of ALL damaged items.

What happens if my package says delivered but not arrive?

If your package has been marked as delivered but has yet to arrive, we would be happy to start an investigation with the carrier. If the carrier can confirm the package was misdelivered, we will happily issue a replacement or gift card. If the carrier's findings show the package was delivered to the correct address, a police report may need to be filed. Please contact us by emailing atxlitmywickywackytip@gmail.com so we can start an investigation and help find a solution that best fits your needs.