Shipping and returns, clearly stated.

Processing

Most candle orders are prepared for shipment within one to two business days. During peak periods, processing may take two to four business days. Processing time is separate from carrier transit time and begins after an order is accepted.

Shipping and tracking

Available shipping methods, charges, and estimated delivery information will be shown at checkout. Tracking information will be sent when an order ships. Delivery dates are estimates rather than guarantees, and carrier delays do not qualify for a refund while a shipment remains in transit. If tracking appears delayed, lost, or incorrectly marked, please contact us so we can help review the shipment.

Address changes and cancellations

Cancellation requests may be submitted within one hour while an order remains unfulfilled. Because production may begin quickly, a request is not complete until Red Ground Hair confirms it. Contact us immediately if an address correction is needed. Orders returned because an incorrect or incomplete address was provided may be reshipped at the customer’s expense.

Damaged, defective, lost, or incorrect orders

If a candle arrives damaged, defective, or different from what was ordered—or is confirmed lost in transit—contact us within seven calendar days of delivery or the expected delivery date. Approved claims will be resolved with a replacement at no cost. If a replacement is unavailable, we may refund the affected item instead.

Please keep the candle, packaging, and shipping materials until the claim is resolved. Photographs are not always required, but sending clear photographs when available may help us resolve the matter more quickly. Do not return an item unless Red Ground Hair provides instructions. Required return shipping for an approved claim will be covered by us.

Returns

Eligible returns may be requested within thirty days of delivery. To qualify, an item must be unused, unburned, undamaged, and returned in its original packaging with proof of purchase. Contact us before sending an item so we can provide return authorization and instructions. Items sent without authorization may not be accepted.

Customers are responsible for return shipping when the return is based on preference or a change of mind. Red Ground Hair covers required return shipping for approved damaged, defective, or incorrect orders. Approved refunds are issued to the original payment method after the returned item is received and inspected; financial institutions may require additional time to post the credit.

Contact customer care

Use our secure enquiry form with your order number and a brief description of the issue. We will review the details and respond with the next step.