Frequent Questions

Find answers to some of our most asked questions.

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. It is our goal to ship orders as quickly as possible. Your package will arrive via UPS or FedEx. Click the button below to track your order.

Do not use candle toppers or alluma lids.

Goose Creek's Large 24oz Candles contain two wicks for a clean and even burn. Placing a candle topper or alluma lid on top of the candle is a safety hazard. The candle could potentially overheat or shatter. Use only Goose Creek approved accessories with Goose Creek candles. 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 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, 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 $10 service that UPS charges us.

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

More information about returns!
Our desire is for you to be happy with each and every purchase you make with us. If you experienced issues with your order, please skip to the next paragraph regarding problems with your order, for further instructions. If you have changed your mind and simply wish to make a return, you can return these items at the address listed below. Please be sure to wrap them well to prevent breakage. Once we receive your return, we will promptly provide a refund or store credit.

Return address:
Goose Creek Candle
Returns Department
1498 S. Wallace Wilkinson Blvd.
Liberty, KY 42539

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!

*Certain returns do not require shipment back to us. Our customer support team looks forward to helping you. All returns will be credited to the original form of payment (in some cases refunds may exclude shipping and handling charges).
 
More questions?

 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 cancel my order?

It is our goal to ship your order as quickly as possible. We begin processing your order immediately after it has been placed. We are only able to cancel an order within 30 minutes of the order being placed.

 What is your procedure for broken merchandise?

Unfortunately, there may be instances when your order becomes damaged while it is in transit. To resolve an issue with damaged items, please email us at support@goosecreekinc.com. Please keep the broken merchandise until our customer service team has resolved your issue. We look forward to getting you taken care of!

 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)

We are sorry that in some cases it may take us a little longer than expected to ship your order. We want to be certain that your order arrives to you in perfect condition without any melting. We are located in central Kentucky where we see summer temperatures up to 100°. To fix this issue, each summer we implement "hot-zone shipping". This means that if you live in any of the states listed below, we will only ship your order on Mondays and Tuesdays. This is the best way for us to be certain that your candles do not sit on a UPS or FedEx truck over the weekend. This is when the melting happens. Once again, we apologize for this and look forward to delivering your order in the best condition possible.


"Hot-zone Shipping States"
Washington, Oregon, California, Nevada, Utah, Idaho, Montana, Wyoming, Colorado, Arizona, New Mexico, South Dakota, North Dakota, Nebraska, Texas, and Florida