Q & A
📦 Shipping & Orders
Q: How long will my order take to arrive?
A: We pack orders with love 💕 and usually process them within 1–3 business days.
• 📍 Canada: 5–7 business days
• 🇺🇸 U.S.: We do not currently ship to the U.S
• 🌎 International: shipping times vary by location
During holidays, things can get a little busier, so give your package a bit of grace. (Good things are worth the wait 😉)
Q: Do you offer free shipping?
A: Yes we do! 🎉 All orders over $75 ship free within Canada. Please note that free shipping is based on your order subtotal and cannot be combined with promo codes or discount codes — the higher savings will automatically apply at checkout.
Q: Does free shipping apply to bundles?
A: Yes! If your bundle order reaches $75 or more, free shipping will automatically apply at checkout. Just note bundles cannot be stacked with a promo code 🛍️
Q: Which shipping carriers do you use?
A: We work with a mix of carriers like Canada Post, UPS, Purolator and FedEx to get your goodies to you safely and quickly. If you'd like us to avoid a certain carrier, just shoot us an email after you order and we'll do our best.
Q: How can I track my order?
A: The second your order ships, you'll get a tracking number sent to your inbox so you can follow its journey straight to your doorstep. 🕵️♀️
Q: Where can I see my past orders?
A: Just log into your Scents by Shaizy account, and you'll find all your past orders, tracking info, and more. Easy-peasy. ✨
🔄 Returns & Issues
Q: What is your return policy?
A: We accept returns within 14 days of purchase for items that are unopened and unused. Due to the personal nature of our products, we can't take back used items (thanks for understanding 💕).
Q: My order arrived damaged — what now?
A: Oh no 😢 That's not the Shaizy way! Please email us at info@scentsbyshaizy.com with your order number and a couple photos of the damage. We'll take care of it right away — replacement, refund, or a solution that makes you happy. We ask that you ship back the broken/damaged items so that we can deal with our carrier.
🏷️ Discounts & Promos
Q: Do you offer promo codes or discount codes?
A: Yes! 🎉 We occasionally share promo codes through our email list, Instagram, and Facebook. The best way to never miss a deal is to sign up for our newsletter and follow us on socials.
Q: Can I use a promo code with free shipping?
A: Promo codes and free shipping cannot be combined — only one discount applies per order. Don't worry though, Our website will automatically apply whichever saves you more! 💕
Q: Can I use a promo code on a bundle?
A: Promo codes cannot be stacked with bundle discounts or free shipping. Only one discount can apply per order at checkout. Note, we are a small business and we try to help get you the best deal possible
🕯️ Products
Q: What makes your products different?
A: Every item is handcrafted in small batches right here in Ontario 🍁. We use high-quality, paraben- and phthalate- free , non-toxin ingredients that are safe for you, your home, and your vibe. Our goal? To make self-care easy, fun, and scent-sational.
Q: Do you use essential oils or fragrance oils?
A: For candles + melts we use premium fragrance oils (they're safer to burn and keep their scent longer). For body products, we use a mix of essential oils and fragrance oils — always skin-safe, always cruelty-free, always paraben- and phthalate- free , non-toxin ingredients .
Q: Do you use 100% natural or organic oils?
A: For candles and wax melts, we use premium phthalate- free , non-toxin fragrance oils that are skin-safe — not 100% essential oils, as fragrance oils are safer to burn and hold their scent better for candles and wax melts. For body products, we blend essential oils and fragrance oils, always cruelty-free and skin-safe, paraben- and phthalate- free , non-toxin ingredients. 🌿
Q: Are your products pet-friendly?
A: We recommend using our candles and wax melts in well-ventilated spaces and keeping them out of reach of pets. While our products are non-toxic and phthalate-free, cats and birds can be more sensitive to scents in general — so always burn and use with care around your fur babies 🐾.
Q: Are your products cruelty-free?
A: Absolutely 🐰💕. No animal testing — ever.
Q: How long do your candles burn?
A: Our soy candles are designed for long-lasting enjoyment — typically 40+ hours for full-size jars.
Q: How long do wax melts last?
A: One cube gives you 4–6 hours of beautiful scent (sometimes more depending on the scent).
🕯️ Candle Care
Q: How do I get the best scent throw?
A: Trim your wick to ¼" before each burn, let the first burn create a full melt pool, and keep your candle away from drafts. Bonus tip: cover your candle with its lid when it's not in use to lock in the fragrance.
Q: How long should I burn my candle?
A: Burn for 2–4 hours max at a time. This prevents tunneling and helps your candle last longer.
Q: Do you use lead wicks?
A: Nope ❌ Never. All of our wicks are clean-burning cotton wicks.
Q: Why does my soy candle look frosted or bumpy?
A: That's called frosting — totally normal for natural soy wax 🌱. It won't affect how your candle burns or smells.
🏪 Where to Find Us
Q: Where can I find you in person?
A: You can catch us at markets like St. Jacobs Farmers' Market (our home away from home 💕). We post updates about pop-ups and special events on Instagram + Facebook.
Q: Do you have a storefront?
A: We're currently a market + online-based brand, but we're always exploring new pop-up and store opportunities 👀. Check our socials for the latest updates!
Q: Where else can I buy Scents by Shaizy?
A: Aside from our website and markets, select boutiques occasionally carry our products. We'll list those locations on our site as they grow.
💬 Contact Us
Q: How can I reach you?
A: Easy! You can:
• Reply to any email you get from us
• DM us on Instagram or Facebook
• Or email us directly at info@scentsbyshaizy.com
We love hearing from the Scent Squad — questions, feedback, or just a hello are always welcome! 💕
Q: How quickly do you respond to messages?
A: We read every single email and message — you are never ignored! 💕 We are a small but mighty team (who also happen to make all your goodies by hand 🕯️🧴). So yes, we have lives outside of business hours — shocking, we know.
So, If you reach out after 4:00 PM, please allow us 1–2 business days to get back to you. We're probably elbow-deep in wax or body butter at that point. 😅
If you're sending us love, a compliment, or sharing your experience — we see it, we do a little happy dance 💃, and we may share it with our community 🤍. Those messages may not get a reply, but they absolutely make our day. Thank you for your patience and kindness — you're the real MVP! 🏆
