Orders & Customer Care
Can I send my order as a gift?
Absolutely! All of our soy candles and reed diffusers come boxed and ready for gifting. Room sprays are carefully wrapped in paper and incense is shipped in individual kraft packages. Gift sets are also available!
If you would like to leave a gift note, check the box below your cart items before clicking “check out”. Please note all shipments include P.F.'s return address and branding on the exterior carton.
Do you offer gift cards?
Yes! Gift cards are available in $25, $50, $75 and $100 increments only, with no additional processing fees. Gift cards are delivered by email and contain redemption instructions. Please include your giftee's email address at checkout if you'd like the gift card sent directly to their inbox. Personalized gift notes are also available at checkout.
What comes with my order?
All of our soy candles and reed diffusers come boxed and ready for gifting. Room sprays are carefully wrapped in paper and incense is shipped in individual kraft packages. We always include a couple of tea light samples of scents we think you'd like. If you would like to try a particular scent, let us know in the gift note/comment section at checkout and we'll do our best to include it!
I need to make a change to my order!
Please email firstname.lastname@example.org with your change request as soon as possible. We are happy to make adjustments to your order before it has shipped! Our studio is closed Saturday and Sunday, weekly. We'll make sure to respond first thing Monday when we return!
Is there sales tax?
The state of California is subject to 7.25% sales tax.
Help, the item I want is sold out!
Please email us at email@example.com for more information about restocks.
The P.F. scent I'm looking for isn't included in the webshop - is it discontinued?
We occasionally vault certain P.F. fragrances for seasonal or stock purposes. If you are looking for a specific scent that you do not see, please let us know by emailing firstname.lastname@example.org and we’ll let you know if/when it will be available.
Do you offer wholesale opportunities or reduced pricing for bulk orders?
Yes! Please visit our Wholesale page to apply for an account with us or our Bulk For Events page for more information on large orders.
Where can I buy P.F. products in my area?
Please visit our Stockists page to find P.F. products in your area or feel free to email email@example.com for more information. If you have a local shop you’d love to see P.F. products in, we want to know! Please feel free to send shop information to firstname.lastname@example.org.
Do you offer exchanges or returns?
Los Angeles! We're excited to announce our first-ever pop-up shop. The shop is now open in Highland Park Wednesday-Sunday, weekly, until the end of the year. Visit our Pop-Up Shop page for more info on hours and location.
We always want our customers to be satisfied! If for any reason you are not happy with your purchase, please contact our Customer Care team at email@example.com. Unfortunately, we cannot accept returns on gift cards and third party products.
Can I buy directly from P.F. HQ?
Yes! You are more than welcome to stop by our Los Angeles H.Q. during our open studio hours, Tuesday through Friday 9AM-4pm. Please visit our Factory Store page for more information.
We're also excited to announce our first-ever pop-up shop. The shop is now open in Highland Park Wednesday-Sunday, weekly, until the end of the year. Visit our Pop-Up Shop page for more info on hours and location.
Do you ship internationally?
Yes, we offer international shipping! International packages are shipped via USPS International and typically arrive within 1-3 weeks. Shipping times vary depending on location, time of year and local postal service. Rates are calculated by weight of package/delivery destination and are for postage alone. International shipping does not include tracking or delivery confirmation.
We also offer expedited shipping (2-3 days) with tracking information via DHL, which is available upon request. Please email our Customer Experience team at firstname.lastname@example.org for more information.
PLEASE NOTE: International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. Unfortunately, P.F. Candle Co. has no control over this. We are not able to mark any international packages as zero value or as gifts to avoid customs duties or fees.
What do international shipping fees include?
International shipping is calculated by package weight and delivery destination, and is for postage alone. International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. Unfortunately, P.F. Candle Co. has no control over this. We are not able to mark any international packages as zero value or as gifts to avoid customs duties or fees.
How long will it take for my order to arrive?
All orders are processed and shipped from our Los Angeles studio within 1-3 business days. Once shipped, continental domestic orders may take 2-5 days to arrive, dependent on location. Tracking notification emails are sent as soon as shipments leave our studio. AK, HI, and outlying territories may take longer. Ship time does not include in-studio processing.
Will I receive tracking information?
Once your order has shipped, you will receive an email with tracking information. If for some reason you did not receive this information, let us know at email@example.com and we will send it over.
Do you offer rush shipping options?
Yes! For rush shipping on domestic orders, we offer FedEx 2-Day. Pricing is dependent upon destination/weight of shipment. If you are in the L.A. area, we also offer Postmates same-day delivery; Postmates rates may apply. Please contact firstname.lastname@example.org for more information.
For international shipments, DHL is available by request and typically arrives within 2-3 business days. Please contact us at email@example.com before placing your order for rate quotes.
Can I place one order and ship to multiple locations?
At this time, we are only able to ship each order to one location and cannot accommodate multiple shipping addresses. If you would like to ship to more than one shipping address, please place a separate order for each.
Can I use a parcel forwarding service to ship my order internationally?
Yes, while we do ship internationally via USPS, international customers are welcome to use a parcel/freight forwarding service of their choice. Orders must be shipped to the forwarding service's domestic address, as we are not able to coordinate pick-ups from our studio.
Please note, some forwarding services are not able to ship our reed diffusers internationally. We would suggest shipping via our USPS International option if you are interested in ordering reed diffusers or check out our Stockists page to see if this product is carried locally in your area.
P.F. Subscription Orders
What is the P.F. subscription service?
Never run out of your favorite P.F. products again! Sign up for our subscription service to receive a shipment of your standby scents and products monthly or every 2 or 3 months. We’ll automatically ship your recurring order on your schedule to keep your home (or any space) filled with P.F. essentials.
Which products are available for P.F. subscriptions?
Managing your P.F. subscription is easy! You can change your delivery frequency, update the product quantity, or your billing and shipping address anytime by logging into your P.F. account and selecting “Manage Subscription”. Changes to orders can be made anytime within 24 hours of the next scheduled shipment date and you can cancel at any time. Our team will send an email reminder 3 days before each order ships as a reminder!
P.F. subscriptions include our classic line of soy candles in all three sizes, reed diffusers, room sprays, incense, and our brand new Terra collection. Gift sets, third party items, limited edition and seasonal soy candles are not available at this time.
Are P.F. accounts required to start a subscription?
No, P.F. accounts are not required to place a recurring order, however accounts are required to manage the subscription after purchase. If you’ve ordered a P.F. subscription without an account, no worries! You can create your P.F. account at anytime with the same email address used to place the order in the first place. Creating a P.F. account is the best way to save your shipping and billing information to make checkout a quick and easy process, plus it’s helpful in tracking your order history with P.F.!
How do I start a subscription?
It’s simple! Visit the product page for whichever P.F. product you’d like to subscribe to. Select “Subscribe” and choose whichever frequency fits your schedule best – one, two, or three months. Add your subscription to your cart and proceed to checkout as usual. Once we’ve received your order, our team will process and ship your subscription according to the frequency you’ve chosen.
What happens after a subscription order is placed?
As soon as your order has been placed, you will receive an email notification confirming the subscription details. We will process the initial order and each following recurring order automatically, according to your selected frequency.
Our team will send an email reminder 3 days before each order ships as a reminder. You will also receive email notifications regarding other important information related to your subscription, including: product additions, billing and shipping updates, and refunds.
How often are subscription frequencies?
Subscriptions are available monthly or every 2 or 3 months.
Do subscription orders expire?
No, P.F. subscriptions do not expire, so we will continue to fulfill your order until we receive a cancelation request in our web shop or via email. Feel free to contact our Customer Care team to cancel your subscription anytime at firstname.lastname@example.org.
How often are charges made?
The first order of a P.F. subscription will be charged automatically; every following recurring order will be charged on the anniversary date of your initial order at the selected frequency (1, 2, or 3 months). For example, if you place your initial order for a 1-month subscription on January 15, you will be charged on that date, then on the 15th of February, March, April, and so on. If you need to change your billing or shipping date for any reason, please email email@example.com.
When are P.F. subscriptions shipped?
All orders are processed and shipped from our Los Angeles studio in 1-3 business days. The first order of a P.F. subscription will be fulfilled right away, within that window of time. Every following recurring order will be shipped on the anniversary date of your order at the selected frequency (1, 2, or 3 months).
How much is shipping for subscription orders?
Please note, we ship from our studio Monday through Friday; if your anniversary date falls on a Saturday or Sunday, we’ll be sure to ship on one of the following business days. If you need to change your billing or shipping date for any reason, please email firstname.lastname@example.org.
Our normal shipping rates are applied to each shipment. A $5 flat-rate shipping fee will be applied to all domestic orders, including to Hawaii and Alaska, unless:
How are changes made to subscription orders?
-multiple subscription orders are purchased together with the same subscription interval (1, 2, or 3 months) and qualify for our $75+ free shipping; all subscriptions from this order would then be sent together free of charge
-the customer chooses and pays for expedited FedEx shipping
Normal international shipping rates will be applied to each subscription order and are calculated by weight of the package and destination. As with regular P.F. orders, please note that international packages may be subject to customs, duties, or other fees that are calculated by the country. The customer is responsible for paying any and all customs duties and fees.
Managing your P.F. subscription is easy! You can change your delivery frequency, update the product quantity, or your billing and shipping address anytime by logging into your P.F. account and selecting “Manage Subscription”. Changes to orders can be made anytime within 24 hours of the next scheduled shipment date and you can cancel at any time.
Can P.F. subscriptions be canceled anytime?
To change shipment frequency, log into your P.F. account and select “Manage Subscription” to be redirected to your subscription account. Click the link below “Frequency” to choose between our 1, 2, or 3-month interval options.
To skip a delivery, log into your P.F. account and select “Manage Subscription” to be redirected to your subscription account. Click the Order link then “Skip Order” to confirm. To hold an order or change an order date, please email email@example.com.
If you need a hand or have any questions, please email our Customer Care team at firstname.lastname@example.org and we’ll take care of you!
Absolutely! To cancel your subscription, log into your P.F. account and select “Manage Subscription” to be redirected to your subscription account. Select “Cancel Order” from the Manage dropdown to proceed. Once canceled, you will receive a notification email confirming this action. Please allow up to 24 hours for any modifications or cancelations to be processed. If you need a hand or have any questions, please email email@example.com and we’ll take care of you!
Is it possible to add subscriptions and one-time purchases to the same cart?
Absolutely! Feel free to add your subscription(s) to your cart along with any one-time purchase(s). We’ll make sure to ship those items together. Every recurring order will then continue to arrive to your mailbox at the time interval(s) you’ve chosen.
Is it possible to subscribe to more than one product?
Yes! Feel free to add your subscriptions to your cart and we’ll make sure to ship each order according to the shipping interval(s) you’ve selected.
Can multiple P.F. subscriptions be combined into one shipment?
Yes, you are more than welcome to subscribe to multiple products! Add each subscription to your cart like normal and proceed to checkout. Products with the same shipping interval, anniversary date, shipping address, and billing address will arrive together in the same package with just one shipping fee applied. If you choose to receive multiple subscriptions at different monthly intervals, they’ll ship separately and each package will have its own shipping fee applied.
Are discounts available for subscriptions?
While we do not offer discounted pricing on each recurring order within a subscription, our current promotional codes can be applied to the first order of a subscription, if valid, much like a regular order. Make sure to apply your code at checkout to receive your discount!
About Our Candles
What was the inspiration behind the Terra collection?
The Terra collection was born from a convergence of botanical inspirations and lifestyle obsessions - plants, home gardening, nature exploring, more plants. Each of the five scents is a reflection of our time spent in some of our favorite places, such as The Huntington Library Botanical Gardens, California’s hiking trails, and our own backyards and neighborhoods.
What's the best way to burn P.F. candles?
Terra takes the transformative powers of herbs, plants, and trees to new heights within a line like nothing we’ve created before. Featuring botanical scents Juniper, Geranium, Lavender, Olive, and Rosemary, the Terra family uplifts and invigorates any space, much like our favorite houseplants do.
Our recommended burn time is 3-4 hours. Be sure to trim the wick to 1/4" before each lighting to prevent wick curling. Trim your wick with a simple finger pinch or by using scissors or a proper wick trimmer. As a safety precaution, never leave wick trimmings (matches or other debris, for that matter) in your candle jar!
How should I extinguish my candle?
Always allow the melt pool to reach the edges of the jar before extinguishing - this is especially important with our Terra soy candles. Doing so not only allows for even burning, but prevents "tunneling" and wax from building along the sides of the jar, ensuring product quality and longevity! Never leave a candle unattended or in reach of children, pets or a draft. Allow the jar to cool completely before handling.
The best way to extinguish your candle is by gently blowing out the flame and containing any smoke with the jar's brass lid. A proper wick snuffer works great, as well. Never attempt to extinguish a candle using water!
What ingredients are in P.F. candles?
The formula for our amber line of soy candles is simple: 100% domestically grown soy wax, fragrance oil, and a cotton core wick. The fine fragrance oils used in our amber candles are made of a blend of both naturally and synthetically developed ingredients. We develop our products to meet our highest standards for quality and safety, and to ensure that the price point is also accessible for our customers.
Why soy wax? Are your candles made with 100% soy wax?
Our Terra collection is inspired by the simple, natural beauty of a few of our favorite botanical gardens, and because of this, we’ve included only the best of ingredients: domestically grown soy wax, a cotton core wick, all-natural fragrance oils, which are 100% derived from natural sources, and an infusion of essential oils.
Our candles should not be used as a body lotion, as the fragrances are specially formulated for candle use only, and some may not be body safe.
We choose to work with soy wax for a variety of reasons. We love that it's a renewable resource and carbon neutral. We love that it burns more cleanly - and better yet - for a longer period of time than paraffin. We love the way soy wax smells mixed with a good fragrance. And mostly, we love working with soy because it's a natural and non-toxic product that we can touch with our hands every day.
P.F. candles use 100% soy wax - we do not blend with paraffin or other soy waxes.
How is soy wax made?
Soy beans are husked and dried into flake form, then the oil is extracted from the flakes and hydrogenated. The hydrogenation alters the chemical compound so that soy bean oil is a solid at room temperature - soy wax! Leftover bean husks are typically used as animal feed.
Is your soy wax GMO free?
The short answer is no. The protein used to test for the presence of GMOs is not present in soy wax, therefore there is no reliable way to test for GMO-free soy wax. Furthermore, only a very small percentage of soy beans grown in the US are considered organic/GMO-free. If and when GMO-free soy wax becomes readily available, we will definitely use it!
Do you use essential oils in your candles?
Our amber line of soy candles does include fragrance oils that contain components of essential oils, but we do not use straight essential oils. While we love essential oils, fragrance oils are better suited for use in candles, as the scent throw is stronger. Essential oils are volatile compounds, which makes it difficult to maintain consistency during production, as they're likely to change over time. Essential oils also tend to evaporate when they are burned because the flash point is so low.
How fragrant are P.F. candles?
Our Terra soy candles do include an infusion of essential oils, however, they're mostly made up of all-natural fragrance oils, which are extracted from essential oils for their unique aromatic characteristics and performance. All-natural fragrance allows us more control in achieving a particular scent profile and enhancing key aspects of a fragrance. Like essential oils, all-natural fragrance oils are 100% derived from plant materials and other natural sources. Please contact our Customer Care team at firstname.lastname@example.org if you have any further questions about our fragrance oils.
Because we use natural soy wax, our candles will not have the same scent throw as paraffin candles. We like that our candles are not overwhelming and can be used every day.
We find that our 7.2 oz. standard candles fill a medium-size room nicely.
Are your fragrances phthalate free? What is a phthalate??
For larger rooms or rooms with high ceilings, we recommend our 14 oz. double-wick or 17.5 oz Terra candles. You can always burn two or more 7.2 oz. standard candles to achieve a similar scent throw. Mini candles are better burned at a desk or in a small space such as a bathroom.
All our fragrances are phthalate free. Phthalates are used to dissolve raw materials in apothecary goods, medicine and fragrances. Recently there has been concern linking high levels of phthalates to health issues, especially in children. While there are no regulations against phthalate use in candles, we decided not to work with fragrances with phthalates in them. The levels of phthalates typically found in a candle are not harmful to a consumer or manufacturer, but we decided that simpler is always better.
Are your candles vegan? Do you or your suppliers test on animals?
Our candles and fragrances are considered vegan! We are happy to report that neither we nor our suppliers engage in animal testing.
Can the jar be repurposed?
Absolutely! When about 1/4" of wax remains, discontinue use of candle and place your candle in the freezer. Once the wax hardens, it can be chipped out along with the wick. If there is more than a little bit of wax left, we recommend the "oven method" - place your candle in a warm oven and allow the wax to liquefy. Carefully dump the wax out (be sure to use a potholder, as the jar will be hot) and wipe clean. Soap and water can then be used to remove the wax residue. Repurposing our amber jars as small planters for succulents is one of the more popular uses, but we also love to use them to store pens, loose change and cotton balls - or just recycle!
Does the Terra pot have a drainage hole?
Our Terra line was created with the intention of repurposing the vessels. This collection is our team staying true to P.F.’s roots of eco-friendliness and DIY spirit. When you’re done burning your candle, we hope you'll plant something in a little soil, and watch it grow! Our team also likes to use the Terra vessel to store cooking utensils, jewelry, and craft supplies. Pour some sand or pebbles into the pot and you have a homemade incense holder! Whatever you decide, make sure to post a photo online and tag @pfcandleco & #TerrabyPF for a chance to be featured on our Instagram!
Please note, if the wax comes in contact with the outside of the vessel, it may leave a dark oil spot, so carefully scoop out or remove the wax.
We weren’t able to incorporate a drainage hole with the candle design, but it’s easy to make one with a ceramic drill bit - or use rocks at the bottom!
Are the spots on the Terra vessels normal? What are they?
Similar to other terracotta pots, our clay Terra vessels naturally take on a unique dark patina. You may find that dark spots appear on the outside of the vessel. This is a normal part of the aging process, as the wax is poured into a natural, porous vessel. We love that it adds so much natural character to the vessel.
How often a new scents/products released?
The vessels can be customized at home by using cooled wax, paint, lime, or yogurt to achieve a completely unique design.
Please note, because this is a normal part of the aging process, we cannot offer refunds or replacements for vessels with patina spots.
We typically introduce 2-3 new scents to our standard line per year, additionally we carry 2-3 seasonal specials throughout the year. Follow us on social media and sign up for our newsletter on the bottom of our site for exclusive deals and sneak peeks at upcoming products.
Where do you get your jars/fragrance/wax?
Unfortunately we consider this proprietary information, so our lips are sealed!
About Our Reed Diffusers
How fragrant are your diffusers?
We find that our reed diffusers fill small to medium spaces, such as a bedroom or bathroom quite nicely. We like that our diffusers won’t overwhelm a room and can be enjoyed in the same space every day.
How long to P.F. reed diffusers last?
Our reed diffusers last about 2-3 months. For the best fragrance experience, we recommend flipping the rattan reeds weekly or when the fragrance becomes faint. We also suggest keeping diffusers away from direct sunlight or anything that emits heat to prevent the reeds from drying out prematurely.
How much oil should be in a reed diffuser bottle?
Each 4 oz. bottle is filled with precisely 3 oz. of scented diffuser oil. You will note that the diffuser oil does not completely fill the slightly larger bottle. This is to prevent spillage when the reeds are placed in the bottle, and allows the diffuser to properly soak up and disperse the fragrance.
What ingredients are in P.F. reed diffusers?
P.F. reed diffusers contain fine fragrance oils that are made of a blend of both naturally and synthetically developed ingredients. We develop our products to be safe and cost-effective for our customers.
Can I use the reed diffuser oil in a aromatherapy diffuser/humidifier?
Our reed diffuser fragrance oil is not strictly made up of essential oils and is not developed for use in water-based aromatherapy diffusers or humidifiers.
Are there any additional usage tips?
While we love our reed diffuser fragrances, please do not consume or use the oil on your skin as perfume, and keep away from children and pets. If the oil spills, clean up immediately, as the oils and resins can cause damage to some finishes and fabrics.
About Our Room Sprays
How much liquid should be in a P.F. room spray bottle?
Each amber glass spray bottle is filled with precisely 2 fl oz of fragrance oil.
What ingredients are in your room sprays?
P.F. room sprays contain spring water sourced from Mt. Shasta and body safe fine fragrance oils that are made of a blend of naturally and synthetically derived ingredients. We develop our products to be safe and cost-effective for our customers.
How long do P.F. room sprays last?
We find that each room spray bottle produces approximately 350 pumps of scented mist. The duration of each bottle depends on how often you use it. Depending on personal preference, your room spray may last between 1 and 3 months.
The scent from each use will last between 2 and 8 hours, depending on how many pumps you use and the type of material or fabric you spray. For example, the thicker the fabric weave, the longer the fragrance will hold! We suggest about 3-5 sprays per use.
Are your room sprays vegan?
All our products, including P.F. room sprays, are considered vegan. We are happy to report neither we nor our suppliers engage in animal testing.
How should I use my room spray?
P.F. room sprays are perfect for creating a calm and relaxing environment or brightening and uplifting any room by spritzing your favorite scent throughout! We recommend 4-5 sprays for large rooms and 3-5 for smaller spaces.
Also great for spaces or furniture pets may frequent, or as a car refresher. To achieve a stronger, more concentrated fragrance, we suggest spraying directly onto bedding, throw blankets, pillows, apparel, or towels. While P.F. room sprays are safe for most fabrics, we suggest testing textiles in an inconspicuous area first.
Our room sprays are best stored at room temperature and away from direct sunlight or anything that emits heat, as to help preserve the ingredients and overall quality of the product. Always keep room sprays out of reach of children and pets, and avoid contact with eyes.
About Our Incense
How does incense compare to other P.F. home fragrance?
We have more than a few incense fans at P.F. HQ, so we wanted to create a product of our own using our favorite P.F. scents. While we created our incense with the same scent profiles of our soy wax candles, you may notice a slight variation in fragrance. This is because no two products are made with the exact same ingredients and each are applied in their own unique way, for example, burning incense versus spritzing a room spray. We find that our incense stays true to the P.F. fragrances, while offering a new and unexpected sensory experience.
What's the best way to burn P.F. incense?
Light the tip of the incense at a slight angle with a lighter or match, and allow the flame to burn for approximately 10-15 seconds; extinguish the flame by gently blowing. The incense should produce a glowing red ember and a tendril of smoke, and will continue to burn on its own. Place the incense on a heatproof, non-flammable holder - we like to use this ceramic burner from Gopi Shah. Always burn incense in a well-ventilated room, away from flammable materials. Never leave incense burning unattended or in reach of children, pets or a draft.
How fragrant are your incense sticks?
We find that P.F. incense fills small to large spaces quite nicely, from bedrooms and living rooms to spaces with high ceilings. We like that our incense won’t overwhelm a room and can be enjoyed in the same space every day.
How long will a stick of incense last?
A single stick of incense will burn for approximately 1 hour, while the scent longevity lasts for about 2-4 hours.
What ingredients are in your incense?
Our charcoal-based incense is hand-dipped in our Los Angeles studio using fine fragrance oils and dipropylene glycol (DPG), a synthetic base commonly found in body care and home fragrance products.