Customer Service

How can we assist you?

Order and Support

When you place an order online, an order confirmation email is automatically sent to the email listed on the order. If you did not receive an order confirmation in your inbox, please search your Junk or Spam folders.  If you are still unable to locate your order email, please reach out to our customer support team for assistance at info@terralite.com

Please refer to your last order email for the latest status.

You may also click this link to check ORDER STATUS

All of our products are made by hand and in small batches to ensure the freshest botanical blends. We ask that you please allow up to 5 business days for your order to be made and up to 8 business days during busy holiday seasons.

Once your order ships, you will receive an Order Complete email with tracking information.

All of our products are 100% natural but sometimes crop shortages, such
as the fruit or flowers needed to make our essential oils, can affect our stock level.  If an ingredient suddenly becomes difficult to obtain, we will do what we can to find a sustainable alternative but occasionally we will need to place an item out of stock until an alternative is found.  Terralite makes every effort to provide consistency across all of our products however the use of natural ingredients may cause variations from batch to batch.

Product Information

Yes, we have a very strict policy to use only natural or organic ingredients. Every single product we make is 100% natural.

We also believe it is important to source sustainable ingredients that have the least impact on the environment, including materials used in product and packaging.

To learn more about our ingredients, we invite you to please visit our Botanical Blend Guide.

To learn more about ongoing pledge to the planet, please visit our Environmental Commitments page.

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"?

To better understand how oils are extracted from plants, let’s take a closer look into the world of aromatic extracts!

Essential oils are commonly extracted using steam distillation, the process of placing whole plant material in a distillation machine and using steam to extract certain oils and aromatics from plants. Although essential oils are quite common, 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. Although similar to essential oils, CO2 extracts are chemically different as they naturally contain more aromatic compounds.

Absolutes are another type of aromatic extracts that are extracted from plants using solvents, such as hexane. This method is used when a plant extract is unable to be extracted by steam distillation or CO2 extraction. We currently do not use absolutes as these specialty extracts are not oil-soluble.  Absolutes are more often used by perfumers and diluted with alcohol to make high quality perfume.  We only use essential oils and CO2 extracts, and about half of the oils we use are certified organic.

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

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.

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” by USDA Organic standards.  This applies to 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, made of GMO-free, food grade rice bran wax and fair trade certified organic coconut oil.

Our tealights are Fair Trade Certified by Fair Trade USA.

Place candle on temperature safe surface. 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.

  • Trim wick to 1/4” as needed.
  • For maximum burn time, burn long enough to form a melt pool across the surface but no longer than 4 hours at a time.
  • Keep wax free of debris.
  • Avoid drafty areas.

Caution: Wax is hot when melted, do not touch. Always burn within sight. Keep away from things that catch fire. Keep away from children and pets. Neither seller nor manufacturer is responsible for misuse.

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″.

We do not test our products on animals therefore we do not have any official reports to share regarding pet safety.

It is important to remember that every living creature may react differently to different natural ingredients. Although our products are made for humans and not pets, if your pet has sensitivities, we recommend that you use products responsibly and monitor your pets for any adverse reactions.

Gift Ordering

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.

Our shipping team will make sure your message is easily visible during unboxing.

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.

At the moment, no, although we are looking to add this to our product offerings sometime in the near future.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for domestic orders $99+.

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Returns & Refunds

Yes, we will accept unused, resalable items for return. All return shipping costs are handled by the customer.

If you are unhappy with your purchase and would like to return your unused items for a refund, please contact us within 7 days from receiving your order by sending us an email at info@terralite.com.

For more information, please refer to our Return Policy.

A refund request must be received within 7 days after the delivery is made.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.