FREQUENTLY ASKED QUESTIONS
ORDERS & CUSTOMER CARECan I send P.F. products 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.Are gift cards available?
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 in 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!What if 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.What if the item I want is sold out?
Please email us at email@example.com for more information about restocks.Why is the P.F. scent I’m looking for not in the web shop?
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? 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?
We always want our customers to be satisfied! If for any reason you are not happy with your purchase, please contact our Customer Experience 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 Open Hours page for more information.
SHIPPINGDo 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.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 email@example.com for more information.
For international shipments, DHL is available by request and typically arrives within 2-3 business days. Please contact us at firstname.lastname@example.org before placing your order for rate quotes.How can I track my order?
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.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.
ABOUT OUR CANDLESWhat's the best way to burn P.F. candles?
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!
Always allow the melt pool to reach the edges of the jars before extinguishing. This will allow the candle to burn evenly and prevent "tunneling." Never leave a candle unattended or in reach of children, pets or a draft. Allow the jar to cool completely before handling.What's the proper way to extinguish P.F. candles?
The best way to extinguish our candles 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 included in P.F. soy candles?
Our candle formula is simple: soy wax, fragrance oil, wick! The fine fragrance oils used in our candles are made of a blend of both naturally and synthetically developed ingredients, and are infused with essential oils. 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. Our candles should not be used as a body lotion, as the fragrances are specially formulated for only candle use, and some may not be body safe.Why soy?
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.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?
We use fragrance oils that do have components of essential oils, but we do not use straight essential oils. While we love essential oils, we think that fragrance oils are better for use in candles, as the scent throw is stronger. Many essential oils tend to evaporate when they are burned because the flash point is so low.Are your fragrances phthalate free? What is a phthalate??
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 and wipe clean. Soap and water can then be used to remove the wax residue. Repurposing 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!How fragrant are P.F. Candles?
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. For larger rooms or rooms with high ceilings, we recommend our 14 oz. double-wick candles or 2 or more 7.2 oz. standard candles. Mini candles are better burned at a desk or in a small space such as a bathroom.How often are new scents/products released?
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 peaks at upcoming products.
ABOUT OUR REED DIFFUSERS
How fragrant are P.F. reed 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 do 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 P.F. 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 included 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.How to safely enjoy P.F. reed diffusers.
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.
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.
ABOUT OUR ROOM SPRAYS
Which P.F. scents are room sprays available in?
P.F. room sprays are available in our eight top selling scents: Teakwood & Tobacco, Amber & Moss, Patchouli Sweetgrass, Golden Coast, Copal, Black Fig, and just released - Sweet Grapefruit and Nightshade!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 included in P.F. 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.How are P.F. room sprays best enjoyed?
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.Are P.F. room sprays vegan? Do you or your suppliers test on animals?
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.
ABOUT OUR INCENSE
Which P.F. fragrances are available in incense form?
We’re excited to launch P.F. incense in our best-selling fragrances: Teakwood & Tobacco, Amber & Moss, Patchouli Sweetgrass, Golden Coast, Nightshade, Copal, and Black Fig! Each kraft package includes 15 incense sticks.How similar is the incense fragrance to other P.F. products?
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 P.F. 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 is P.F. incense made out of?
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.