ORDER INFORMATION

Order Process

ORDER HISTORY

You should receive an email once your order is placed. If you have not received an order email, please check your spam folders. If you created an account, you should be able to view all orders placed under your account once you are logged in.

ORDER PROCESSING TIMES

Our products are made without synthetic fragrances, preservatives, additives, dyes, or chemical ingredients. We hand make in small batches so that the botanical blends can be enjoyed at it’s highest potential.

Please allow up to 5 business days for your order to process and up to 8 business days during busy Holidays.

CANCELLING ORDERS

If you need to cancel an order, please email us at info@terralite.com as quickly as possible. If your order has shipped, we will not be able to cancel your order. Instead you will need to email us with a return request within 7 days of delivery in order to receive a refund.

 

My Order is a Gift

DO YOU OFFER GIFT MESSAGING?

You can add your message in the Order Notes on the checkout page. Your message will be printed out on the packing slip that will go with your order. Whenever our shipping team sees a gift message there, they make sure it is easily visible during unboxing.

CAN YOU HIDE THE PRICES AND PROVIDE A GIFT RECEIPT?

All orders are shipped with a packing slip that does not contain any pricing information.  The information includes the shipper, receiver, and contents of the package, including any notes that you may have added under Order Notes.

DO YOU OFFER GIFT WRAPPING?

Not at the moment although we are looking to add this sometime in 2022.

 

Shipping

PROCESS

Once your order ships, an “Order Complete” email will be sent to you that contains tracking information. If you have not received this email, please check your spam folder. If you are still unable to locate this email, please contact us at info@terralite.com so that we can help you locate your order.

DOMESTIC

Most orders are shipped via USPS Priority Mail. You can expect your order within 1-3 business days after it is shipped depending on your US location. For larger orders we ship UPS ground, which can take between 5-7 business days.

INTERNATIONAL

For international orders we use USPS flat rate international packaging or UPS for larger orders. We find this to be the most cost effective way to get packages overseas.

LOST OR STOLEN PACKAGES

Please note that USPS has been experiencing some delays recently with updating tracking information. Once packages leave our warehouse, Terralite has no control over tracking or shipping delays.

All packages are insured. If your package is lost or stolen, please contact the shipping courier to inquire about your package. Terralite does not issue refunds for packages that are lost or stolen. If the shipping courier determines that your package is lost, we will work with you to file a claim for your lost package and take any necessary steps to ensure that you receive your order.

Refund & Exchanges
REFUNDS

If you are unhappy with your purchase and would like to return items for a refund, please contact us within 7 days from receiving your order by sending us an email at info@terralite.com. If your request is made within the return window, we will provide you with a refund, minus your original shipping costs and a 10% restocking fee. Refunds are issued after we receive your return and can take between 1-5 business days depending on your banking institution.

* Please note that we will only accept unused, resalable items for return.

If you would like to make a return outside of the 7 day return window but within 30 days of your purchase date, we can offer you store credit minus shipping costs and a 10% restocking fee.

Please do not return items until you receive confirmation from our team and a return packaging slip to include with your package. Buyer assumes all return shipping costs. We highly recommend retaining tracking numbers for all return packages. We do not assume responsibility for compensation of returned packages lost in transit without proof of delivery to Terralite.

EXCHANGES

Unfortunately, we do not offer exchanges. If you would like to return an item and try a different product, you will need to email us with a return request and place a new order.

PRODUCT INFORMATION

Are your products 100% natural?

Absolutely!

We are fully committed to the environment, from product to packaging. Every single ingredient we use is sourced from natural plant and raw earth materials. We believe that it is important to only create products that are 100% natural and to source ingredients that are good for people and planet.  To learn more about our ingredients, please visit our Botanical Blend Guide.

Are you candles scented with essential oils only?
HOW WE SCENT OUR CANDLES

We only use pure, organic, or wildcrafted essential oils and plant extracts to scent our candles and products. To learn more about the ingredients we use, where they come from, and what plant part is used for the aromatic extraction, please visit our Botanical Blend Guide.

WHAT DO YOU MEAN BY PLANT EXTRACTS?

Let’s dive into the world of aromatic extracts!  Essential oils are commonly extracted using steam distillation but not all oils are extracted this way. Certain aromatic oils are extracted from plant material using CO2.  CO2 extracts are more costly to produce than their essential oil counterpart, contain more plant constituents, and are considered a higher quality oil among expert perfumers. There are also aromatic extracts called “absolutes” that are extracted using solvents, such as hexane, but we can’t use these extracts because they are not oil-soluble.  Absolutes are more often used with alcohol to make perfume.  To scent our products, we only use essential oils and CO2 extracts, and about half of the oils we use are certified organic.

So just to clarify, we DO NOT use any “natural fragrances” or “fragrances infused with essential oils”.  We never use any synthetics, in any of our products. 

Does coconut wax smell like coconuts?

Although our coconut wax is made from coconut oil, the smell of coconuts has been removed through a natural process. This allows us to create scented candles by blending unscented coconut wax with pure essential oils and plant extracts.

Is your coconut wax organic?

Even though our coconut wax is made using pure coconut oil, the raw oil goes through a process called hydrogenation which reduces the saturated fats and turns the liquid oil into a semi solid wax. Once an oil has gone through hydrogenation, it can no longer be called “organic”.  This includes other types of waxes commonly found on the market including soy wax, palm wax, or other vegetable wax blends.  To our knowledge there are no certified organic candles on the market. The closest thing we have found is our patented wax blend for our tealights and pillars made of pure GMO-free, food grade rice bran wax and fair trade certified organic coconut oil. Our tealights are Fair Trade Certified by Fair Trade USA.

Candle Care

For maximum burn time, burn candles long enough to form a melt pool across the top of the candle and burn no more than 4 hours at a time.

  • Burn within sight
  • Keep away from things that can catch fire
  • Keep away from children
  • Keep wax free of debris
  • Avoid drafty areas
  • Trim wick as needed

Our wicks are made without chemical additives and will sometimes exhibit normal wick behavior, such as forming a black mushroom head, which is a build up of carbon and can easily be corrected by blowing out the candle and trimming the wick to 1/4″,

SUSTAINABILITY

Donations

As a member of One Percent For The Planet and a steward for the environment, we are committed to protecting our oceans and wildlife. Some of the groups we continue to support include:

Sea Shepherd US
WEBSITE
INSTAGRAM: @seashepherdsscs

International marine conservation organization working to patrol the Sea of Cortez to locate, identify, and retrieve illegal nets.

Sea Shepherd Global
WEBSITE
INSTAGRAM: @seashepherd

A fleet of ships dedicated to using direct action to protect, conserve and defend marine wildlife.

Earth League International
WEBSITE
INSTAGRAM: @earthleagueint
A non-profit organization focused on protecting wildlife by researching and investigating the illegal supply chains, including identifying the transnational criminal organizations, traffickers, investors and corrupt government officials and sharing that information with local enforcers.

National Marine Mammal Foundation
WEBSITE
INSTAGRAM: @nmmfoundation
A team of global scientists working hard to monitor the remaining Vaquita population.

Surfrider Foundation
WEBSITE
INSTAGRAM: @surfrider
Protection and enjoyment of our world’s oceans, waves and beaches. It focuses on water quality, beach access, beach and surf spot preservation, and sustaining marine and coastal ecosystems.

The Ocean Cleanup
WEBSITE
INSTAGRAM: @theoceancleanup
Developing technologies to extract, prevent, and intercept ocean plastic pollution.

Ocean Conservancy
WEBSITE
INSTAGRAM: @oceanconservancy
Science-based solutions for a healthy ocean and the wildlife and communities that depend on it.

The Marine Mammal Center
WEBSITE
INSTAGRAM: @themarinemammalcenter
Marine mammal rescue and rehabilitation, scientific research and education.

Animal Tracks
WEBSITE
INSTAGRAM: @animaltracksinc
Rescuing animals from the exotic pet trade that can no longer be released back into the wild and would otherwise be euthanized.

Are your products packaged in plastic?

We strive to be a plastic-free company and to find sustainable solutions across our entire production line. While we still have a lot to learn, more work to do, and are consistently searching for new solutions, we have taken some steps to minimize our use.

SINGLE USE BATH & BODY PRODUCTS

It took us years to find a plastic free solution in order to offer single use treatments but we finally found sustainable packaging worthy of our organic bath products! Our single use packaging is made from paper (outside) and a thin film of plant sourced bioplastic (inside). Not only is it made completely from plants, heat sealed instead of using glues, but the entire thing is also certified Home Compostable – so it can go in your garden or in the trash and biodegrade back into the earth without harming the planet.

Typically food and other beauty products are packaged in envelopes or bags that are lined with plastic or foil. Most of these can not be recycled because they usually contain multiple types of materials, such as paper and plastic, or plastic and foil.  By using paper lined with compostable bioplastic, we are still able to provide our products an oxygen barrier to protect them from deterioration while at the same time protecting the environment.  The only difference is there is a limit to what can be packaged in this type of compostable packaging and the shelf life for our products is reduced to 6 months instead of one year or longer – but we think it’s worth it!

ALUMINUM SPRAYERS

Although we would love to replace all of our spray caps with aluminum sprayers, we have found that we can only use them with certain products.  Aluminum sprayers are pretty notorious for leaking and we are actively working with suppliers to find a more reliable sprayer that is compatible with volatile ingredients such as essential oils and materials such as glass.  For now, we have successfully replaced plastic sprayers with aluminum sprayers on our travel sized Eucalyptus Shower Mist.

PRODUCT PACKAGING

We use tissue paper made recycled PCW to wrap some of our products in.  Our retail boxes are made with recycled paper or cardboard made from PCW.

Our amber glass bottles and jars are made using cullet, and contain up to 60% recycled glass and are fully recyclable.

Our tin lids are deliberately left unpainted and 100% recyclable.

Our labels are made with recycled paper.

SHIPPING

All of our shipping materials are plastic free.

How do I reuse or recycle my candle holders?

REUSE

You can reuse our candle jars by simply wiping them clean or using a little soap and water like any other dish. Our jars can be used for many things – holding personal care products, as a plant holder, pen holder, change jar, etc. If you come up with something clever, share it with us on Instagram so we can share with others!

RECYCLE

Everything from the caps, to the wick tabs can be recycled. Please separate the metal from the glass components before placing in your recycle bin.

How do I clean my containers?

SOAP & WATER

If there is very little wax at the bottom of your containers, scoop it out with a spoon and use a little soap and warm water to clean it.

NOTE: Coconut wax is all natural, non-toxic, and non-hazardous and will biodegrade back into the earth without causing any harm.