Orders & Customer Care
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!
Is there sales tax?
The state of California is subject to 7.25% sales tax.
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.
I need to make a change to my order!
Please email email@example.com 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!
Do you offer exchanges or returns?
U.S. Customers: trying scents online is tough, that's why we have a 100% satisfaction policy. If you aren't happy with your purchase, please reach out to our Customer Care team at firstname.lastname@example.org and we'll help get the process started. As a growing small business, we aren't currently able to cover shipping costs, but are always happy to ship exchanges at no extra charge. Exchanges or returns must be made within 30 days of delivery and require proof of purchase (e.g. your P.F. order number, order confirmation email, store receipt). Refunds cover the cost of the item returned and do not include shipping fees. Unfortunately, we cannot accept returns on gift cards and third party products.
Help, I can't find the item I want! Is it sold out or discontinued?
Please note, once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time.
International Customers: we are currently unable to offer exchanges on international orders, we apologize for the inconvenience. If you’d like to return your order for a refund, please note that shipping costs for international returns are the customer’s responsibility. Shipping costs are not included in refunds for return orders.
Want store credit instead? If there’s one thing we know, it’s that you can never have too much P.F. If you’d prefer store credit instead of a refund, let us know and we’d be happy to help. Store credit is issued for the amount of the product and does not include shipping fees.
Still need a hand or have additional questions? We’re just an email away at email@example.com and will respond to your message within 24 business hours.
We occasionally vault certain P.F. fragrances for seasonal or stock purposes. If an item is marked as "sold out" in the web shop, please email us at firstname.lastname@example.org for more information about restocks or where it might be available in your area.
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. If you have a local shop you’d love to see P.F. products in, we want to know. Please feel free to email email@example.com for local stockists info or to share a store recommendation with us!
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 10:30AM-4pm. Please visit our Factory Store page for more information.
Do you ship internationally? What do fees include?
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.
How long will it take for my order to arrive?
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.
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?
Please note, once a package is picked up and scanned in by our carrier, the shipping and delivery status is no longer within our control; we are unable to replace missing or stolen packages at this time.
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.
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.
Due to strict shipping restrictions beyond our control, products containing alcohol are prohibited from shipping via air transport. We suggest checking with your forwarding service before ordering P.F. Fine Fragrance to ensure that they're able to include this product in your shipment.
P.F. Subscription Orders
What is the P.F. subscription service?
Sign up for our subscription service to receive a shipment of your standby scents and products every 1-6 months. We’ll automatically ship your recurring order on your schedule to keep your home (or any space) filled with P.F. essentials.
How do I start a subscription?
Subscriptions include our 3.5 and 7.2 oz classic soy candles, all-natural Terra soy candles, reed diffusers, room sprays, incense, and our brand new unisex eau de parfum collection. Gift sets, third party items, limited edition and seasonal soy candles are not available at this time.
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. 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.
Do subscription orders expire? How can I cancel?
As soon as your order has been placed, you will receive an email notification confirming the subscription details. We will process the initial order. 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.
P.F. subscriptions don't 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 (1-6 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.
How much is shipping for subscription orders?
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 (1-6 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.
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 1-6 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 firstname.lastname@example.org.
If you need a hand or have any questions, please email our Customer Care team at email@example.com and we’ll take care of you!
About P.F. Products
How are P.F. products different from other brands?
Every new scent begins with a personal memory or inspiration and develops over time through rigorous testing. Our mission is to create high-end quality products at accessible price points, making fragrance an everyday luxury at home and anywhere you go. All of our products are designed, produced, and shipped from Southern California by our team of thirty-one. Before leaving our factory, each product undergoes detailed inspection, passing through many well-trained hands. We take your feedback extremely seriously and it's important to developing our process here in the studio. After all, customer satisfaction is our number one priority!
How often are new scents released?
We typically introduce 2-3 new scents to our Classic line every year, additionally we release 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.
Are your products vegan? How about animal cruelty and phthalate
All of our products and fragrances are considered vegan! We are happy to report that neither we nor our suppliers engage in animal testing.
How fragrant are P.F. products? How do I know which product to choose for my space?
All our fragrances are phthalate and petro-chemical free. 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.
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.
Where did you get your wax, jars, fragrance?
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.
P.F. reed diffusers fill small to medium spaces, such as a bedroom or bathroom quite nicely. We like that they won’t overwhelm a room and can be enjoyed in the same space every day. Because no flame is required, diffusers make a great addition to dorm rooms, offices, or any space shared with small children!
P.F. incense suits all room sizes - small to large - and works great in spaces with high ceilings. It won't overwhelm with scent or smoke, so you can burn our incense in the same room every day. We like to light a stick before company comes over for a quick refresh!
Unfortunately we consider this proprietary information, so our lips are sealed!
About Our Candles
What's the best way to burn and extinguish 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!
What ingredients are in P.F. candles?
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.
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 wick snuffer works great, as well. Never attempt to extinguish a candle using water and never leave a candle unattended or in reach of children, pets or a draft. Allow the jar to cool completely before handling.
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.
Are your candles made with 100% soy wax? Is it GMO free?
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.
P.F. candles use 100% soy wax - we do not blend with paraffin or other soy waxes. 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.
Can the jar be repurposed? What about the Terra vessel?
We can't guarantee that our soy wax is GMO free. Why? 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!
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!
Are the spots on the Terra vessels normal? What are they?
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.
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.
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.
About Our Reed Diffusers
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.
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.
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 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.
About Our Fine Fragrance
What ingredients are in Fine Fragrance?
Our eau de parfum collection is made with denatured alcohol, parfum (fragrance), and aqua (water). Parfum, also referred to as “fragrance”, includes a blend of our natural and synthetic fragrances oils. Each amber glass bottle measures 1.7 fl oz / 50 mL, making the perfect addition to your daily routine at home or away.
What’s the best way to apply Fine Fragrance?
Start by applying the fine fragrance directly to the warmest parts of your body, such as your neck, chest, and wrists. Hold the bottle about 3-6 inches away and spray directly on to clean, dried skin; right after a shower is ideal. We recommend spritzing just once or twice at first, until you find the fragrance strength that personally works for you over time.
Why am I unable to add this product to my cart?
It’s best to build on the fragrance, as we designed this collection to be subtle and intimate. Each scent is meant to accompany- rather than overpower - your everyday. Lastly, avoid rubbing the fine fragrance into your skin, as that may weaken the scent strength. Try spritzing then letting it set as you move through the rest of your prep routine.
Pro tip: we love to blend a couple of different P.F. fragrances together for a completely unique scent. Piñon and Cannabis is a studio-favorite pairing!
Unfortunately, due to strict DOT shipping restrictions beyond our control, alcohol-based products such as eau de parfum, are required to ship via ground transportation only. Because of this, our Fine Fragrance collection cannot currently ship to: Alaska, Hawaii, Puerto Rico, outlying territories, or international addresses.
Are there any other important tips?
Trust us, we’re as disappointed as you are! Stay tuned to our website, social media, and newsletter for any updates on shipping regulations, or feel free to email our Customer Care team to find out if we’re able to ship to you. Orders with delivery destinations within the contiguous U.S. will ship via ground transportation and arrive within 2-7 business days, once the package is scanned in by our carrier.
We definitely recommend storing your eau de parfum in a cool, dark, and dry environment to ensure product quality and longevity. Like most other P.F. products, exposure to sunlight, heat sources, or fluctuating temperatures (which may occur in bathrooms) may negatively affect the product’s overall quality. We like to keep our eau de parfum on a bedroom dresser or closet shelf.
Is Fine Fragrance made at P.F. HQ?
While our fine fragrances are formulated to industry standards and are perfectly safe for most users, if you have sensitive skin or have previously experienced reactions to other personal fragrances, we recommend testing a light amount on a small area of skin before use.
After countless requests over the years to transform your favorite home scents into wearable fragrances, we finally did it. We believe that high-quality personal fragrance shouldn’t break the bank. Because this new line is our first step into body care, we chose to partner with an experienced and highly-regarded cosmetics lab to formulate and produce a fine fragrance collection at an accessible price point.
Our partner is located right here in Los Angeles, manufacturing beauty and body care products for a number of trusted cosmetics and fragrance companies, including a few brands we love and wear. We’re eager to produce Fine Fragrance by P.F. Candle Co. under the same roof as all our other products. When our growing team is prepared to take that on, you can bet we’ll let you know!