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Call Phone Support
800.775.1388 | Mon-Fri 9 a.m.-4:30 p.m. EST
Text Phone Support
800.775.1388 | Mon-Fri 9 a.m.-4:30 p.m. EST
1498 S Wallace Wilkinson Blvd. Liberty, KY 42539
What are your hours of operation?
Goose Creek's customer support hours are Monday-Friday 8:30 am to 5:00 pm eastern standard time.
How can I contact customer service?
There are a few convenient few ways to contact our customer service team.
Click the button below to visit our contact center.
What is your shipping time and what services do you use?
Goose Creek orders normally ship within 2-3 business days from the time the order is placed. In some cases, during special promotions, ship times can be longer. Once an order is placed modifications can not be made to the order or shipping address. It is our goal to ship orders as quickly as possible. Your package will arrive via UPS. Click the button below to track your order.
If your package says delivered but you have not received it, please allow a few more days for delivery.
UPS may be experiencing delivery delays of up to 10 days.
E-mail us at email@example.com if you need more assistance.
When should I extinguish my candle?
Safety first! We are super excited for you to burn your Goose Creek candle! For best results, we advise that a candle should never be burned for more than 3-4 hours at a time. Please remember to burn your candle on a heat-resistant surface away from any flammable objects. Be sure that you extinguish your candle when there is approximately .25-.5 inches of wax left in the jar. In some cases, a metal wick holder may be visible in the bottom of the jar indicating that the candle should be no longer burned. Please remember to never leave a candle unattended while burning. All burning candles should be kept out of reach of children. If you have any additional questions regarding candle safety & best practices, please reach out to our support team at firstname.lastname@example.org
Do not use candle toppers, alluma lids or accessories
Goose Creek candles are not tested with accessories. Our candles are designed to burn clean and evenly without the use of hurricanes and other accessories. Placing a candle topper or alluma lid on top of the candle is a safety hazard. The candle could potentially overheat or shatter. For more information, please contact our support team.
Do you do price adjustments?
We are proud to offer great promotions for our customers. Promotions change frequently making it very challenging to do price adjustments. Orders that have already shipped are not eligible for a price adjustment. For more information regarding price adjustments, please reach out to our support team. We look forward to helping you!
How long does it take for my return to be processed?
Please allow up to five business days after we receive your return for your refund or replacements to be processed.
Can I use multiple coupons for one order?
We apologize, but at this time only one coupon code can be used at a time. You can use coupons on merchandise that is not already discounted or on sale. At this time we can only accept one coupon code per order.
What is Hot-zone Shipping? (effective June, July & August)
"Hot-zone Shipping States"
Washington, Oregon, California, Nevada, Utah, Idaho, Montana, Wyoming, Colorado, Arizona, New Mexico, South Dakota, North Dakota, Nebraska, Texas, and Florida
Questions about your order:
CAN I CANCEL OR MODIFY MY ORDER?
It is our goal to ship your order as quickly as possible. We begin processing your order immediatelyand unfortunately, we are unable to cancel or modify orders once they have been placed.
HOW DO I RETURN A PRODUCT?
Unhappy or thinking of making a return?
We're a family owned brand and your happiness is our first priority. We hate to hear that an item didn't work out for you. Depending on the situation, you may not be required to return the item back to us. Each situation is reviewed by our support team to give you the best experience possible.
If you are wishing to return multiple items within our 30-day policy, we may need to get those items back from you. In some cases, our team may schedule a UPS pickup to conveniently retrieve that merchandise from you. In this case we would cover all of the return fees minus a $5.99 service that UPS charges us. Please note that in some cases, used merchandise may not be eligible for return. This may also include opened body care products and more.
Our customer support team would love to speak with you to determine the best solution for your issue. You can also review our complete return policy below
Problems with your order?
We are sorry to hear you have an issue with your order! We will get that taken care of right away! If you have an issue with your order, you may not be required to return it to us*. Please keep the merchandise until you have spoken with a customer support member.
Things happen and we are dedicated to taking care of our customers. Broken, damaged, and defective items do not need be returned to us. Please reach out to us if you have any issues with your order. If you are missing items, have a defective or broken item, a team member will take care of you quickly. Please note that we answer support tickets as quickly as possible and that it can sometimes take 1-2 business working days to get a resolution to your issue. Please know that your satisfaction is our first priority and we look forward to taking care of you!
CAN I REFUSE MY PACKAGE AT THE TIME OF DELIVERY?
Yes, you can refuse to accept the package at the time of delivery. If you refuse delivery of your order, we will issue a refund for the subtotal of your order minus a $5.99 return shipping fee.
WHAT IS YOUR PROCEDURE FOR BROKEN MERCHANDISE?
Did you discover broken items in your order? We are sorry to hear that your package arrived damaged. Please snap a photo showing the item's label as well as the damaged area of all damaged items. Broken items are eligible for replacement once photos have been submitted. Please email these photos to us at email@example.com. Be certain to keep all broken merchandise until our customer service team has resolved your issue. We look forward to getting you taken care of!
*In order to receive a replacement, we do require photos of ALL damaged items.
What happens if my package is stolen?
What happens if my package says delivered but DID not arrivE
If your package has been marked as delivered but has yet to arrive, we would be happy to start an investigation with the carrier. If the carrier can confirm the package was misdelivered, we will happily issue a replacement or gift card. If the carrier's findings show the package was delivered to the correct address, a police report may need to be filed. Please contact us by emailing firstname.lastname@example.org so we can start an investigation and help find a solution that best fits your needs.