FAQs

We did our best to try and answer all the common questions below, but please feel free to contact us if you have any additional questions or comments.

 

HOW LONG UNTIL I GET MY ITEM?

Please see Shipping Policy page for details about shipping times and rates.

 

HOW MUCH DOES SHIPPING COST?

Please see Shipping Policy page for details about shipping times and rates.

 

I ORDERED SEVERAL ITEMS IN ONE ORDER BUT RECEIVED THEM SEPARATELY. WHY?

Most of our products are shipped from our various overseas warehouses and fulfilment centers, in order to make logistics more efficient, and to save you as much money as possible. Therefore, items that are ordered together may by shipped individually from different locations, and may arrive to you separately. In any case, all items should arrive within our declared shipping schedules. If for some reason the items do not arrive when they should, please contact us at support@14candles.com.

 

SHOULD I WORRY ABOUT HAVING TO GIVE PERSONAL AND CREDIT CARD INFORMATION ON YOUR SITE?

No, you have absolutely nothing to worry about. Our checkout process is completely safe. We have SSL (Secure Socket Layer) certificates for maximum security, to ensure full safety of all of your information.

 

DO YOUR PRICES INCLUDE ANY IMPORT/CUSTOM TAXES OR OTHER TAXES?

No they don't. In some cases, products from outside of your home country require additional taxes, such as import taxes and customs, to be paid. This depends on the product and destination country. Also, domestic taxes may apply in different scenarios. Any and all such taxes will be under the responsibility of the customer only, and 14Candles will not be held responsible for these. 

 

WHERE DO YOU SOURCE THE PRODUCTS FROM?

We have business partners and manufacturers all over the world. We work directly with them, without any middlemen, in order to ensure we get the best deals possible for our customers, as well as ensure the quality of the products we sell. Some of our products are produced in the United States, and some are from Europe and Asia.

 

IF I ORDER SEVERAL ITEMS, WILL THEY ARRIVE IN THE SAME PACKAGE?

Sometimes items from the same order will have to be packaged and sent separately, due to logistical reasons. 

 

DO YOU SHIP TO COUNTRIES OUTSIDE OF THE UNITED STATES AS WELL?

Yes we do. In fact, keep an eye out for our FREE WORLDWIDE SHIPPING promotions we have every once in a while.

We ship to most countries around the world. If you are unsure if we can ship to your country, please contact us. 

 

CAN I BUY WHOLESALE FROM YOU?

Yes you can. Please contact us for more details.

 

HOW CAN I GET MORE DETAILS ABOUT YOUR FUTURE PROMOTIONS AND PRODUCTS?

You can like our Facebook page and subscribe to our newsletter (in the footer of the website, or one of the popup opt-ins) in which we send news about new products, special promotions just for our closest friends, and more.

Also, you may contact us directly and give us your email address, and we'll make sure you get all the information you want.

 

WHERE ARE YOU LOCATED?

Our main office is located in Toronto, Canada, but we have several offices and representatives around the world. For contact details please see the Contact Us page.

 

AT WHICH POINTS DO YOU COLLECT MY PERSONAL DATA AND WHAT IS IT USED FOR?

The personal data we collect from you is by consent only. At no point do we collect any information about you which you do not agree to give. Personal data is being collected at the following instances, after your consent to give it to us:

1. Email opt-ins: Throughout your visit to our store you may encounter pop-up which enable you to enter your email in order to subscribe to our newletter and/or receive a discount. Only your email is collected, and it is used for these puporses only, and is not at any point forwarded to a third party.
2. Order details: While placing an order you will be required to enter your address and email. You may also enter your phone number, but that is optional. This data is used for shipping the items you purchased directly to you, and sending you via email (and/or SMS if you entered your phone number) order confirmation emails and shipping confirmation emails with tracking numbers. Your email address is not forwarded to any third party at any point. Your name and shipping address are forwarded to the courier for the purpose of delivering your goods only.
3. Newsletter subscription: When entering your email while placing an order, your email is entered into our mailing list so that we may send you future discounts and offers. Should you prefer not to be entered into our mailing list you can uncheck the "subscribe" box, or unsubscribe to the newsletter at any time via the "unsubscribe" link, placed at the bottom of every newsletter.

NOTE: any payment data, such as credit card number, is not collected by us, but rather by a third party payment gateway (Paypal or Credit Card), which complies with all privacy and security regulations. We are not exposed to, or hold, any of your payment data.