faq

Absolutely! At Fuego & Fragancia, we offer personalized candle kits perfect for any occasion. Whether it's for a birthday, baby shower, wedding, graduation, or any other special event, you can customize your own custom soy or coconut candle gift set. You have the option to select the products you would like included in the gift set directly from our store or contact us for a more personalized experience. We are dedicated to helping you create a unique and memorable gift that perfectly suits your needs and preferences.

If you have any issues... IMPORTANT: Please double check your addresses - especially shipping address - before placing your order. Once your order is placed it is very difficult for us to make any changes. Please inspect your order carefully upon arrival and let us know within 7 days if any significant damage occurred in transit. Please provide images of the damages and email us at support@fuegofragancia.com. We strive to make our customer experience smooth and delightful, from the moment you place your order until you unbox your Fuego & Fragancia, LLC's purchase. If it were possible to personally deliver each order to our customers we would do so. Once the package leaves our hands, we unfortunately have little control over how the carrier cares for it on its way to you. If you believe your package has been lost... We are seeing an uptick in USPS carriers scanning in packages before they actually arrive at your door. Please allow 5 business days before contacting us. When your order is shipped via USPS... In some instances, packages remain in “pre-shipment” for the term of its journey to you. This means the item may arrive at your door while tracking on the USPS interface is still pending. We have spoken to USPS staff personally and have been told, in the interest of moving packages along faster, some facilities forego scanning. How can we personally assist with delayed shipments? We are not able to view any more tracking information beyond what USPS communicate on their tracking interface. Please note that our fulfillment center is located in Cocoa, FL. Shipments can take anywhere from 2-6 weeks to arrive. If you are concerned that your package may be lost, please email us at support@fuegofragancia.com to troubleshoot. We will do our best to try to help you. DOMESTIC SHIPPING The carrier selected at checkout will deliver your package, shipping charges for your order will be calculated and displayed at checkout. Our fulfillment center is located in Cocoa, FL 32927, so please take note of the time in shipment based on your shipping location. We make every attempt to validate the shipping address provided at checkout to ensure it is recognized as a valid address by the USPS. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded. Fuego & Fragancia, LLC will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package. If you have ordered multiple items and one of them is on pre-order, please note that your entire order will ship once the pre-ordered item is in stock which could be 2-3 weeks. If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone. However, if you need express shipping, please email us at support@fuegofragancia.com or send us a WhatsApp message at 321-614-0194 for coordination. Please double-check that your shipping information is correct at checkout. At this time, we are limited in our ability to make changes to an order once it has been placed, however, if we are able to make updates on your behalf, please note that these changes will not be reflected in your shipping confirmation email. Once shipped, an order's tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands. We are so sorry, but we are unable to replace missing or stolen packages. If you didn't receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible by emailing us at support@fuegofragancia.com. We are working on offering package insurance at checkout, so if your package is stolen, lost or damaged, you are fully insured, thank you for your patience. You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours. INTERNATIONAL SHIPPING TERMS and CONDITIONS Prices are shown in US dollars. For conversion, we recommend using a Currency Converter. Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the recipient. Packing slips for International Shipments cannot be marked as a "gift" or with altered prices. To place an international order, please add the items you are interested into your shopping cart and utilize our standard checkout to place your order. Shipping costs and timelines will be calculated for your review prior to entering your payment information. International customers with questions can contact us via WhatsApp message at 321-614-0194 or at support@fuegofragancia.com. RETURNS + EXCHANGES At Fuego & Fragancia, LLC., all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace, or refund products damaged during shipment if photographic proof of damage is submitted to us within 12 hours of delivery. TO INITIATE A RETURN Within 14 days of your order, please send an email to support@fuegofragancia.com with a return request, letting us know the reason for your return. If your return is approved, we will send you the return address and your Return Authorization number. *Please wait for return address instructions! Please be sure that your package is returned using the bubble and paper that it was packed in or something similar. Be sure that the candles are protected and packed securely so that they arrive in good condition. The buyer is responsible for shipping costs on all returns, please save tracking information. We do not accept exchanges at this time.

We will collect and remit sales tax for states as required by law. We do not impose sales tax on orders shipped to states that we do not have a nexus.