Shipping policy

Shipping & Delivery Policy

All orders are processed within 2–4 business days (excluding weekends and statutory holidays) after receiving your order confirmation email. You will receive an automated email notification with tracking details as soon as your order has shipped.

1. Domestic Shipping (Canada)

We ship to addresses across Canada directly from our studio in Cornwall, Ontario. Shipping rates are calculated dynamically at checkout based on total package weight (in kg), dimensions, and destination postal code.

Through our shipping integration platform (ShipStation), we pass along discounted commercial rates for Canada Post as well as regional couriers (such as UPS, FedEx, or Purolator when available) to offer you the best possible shipping option at checkout.

Ontario Flat Rate Shipping

For customers shipping within Ontario, we offer a convenient Flat Rate Shipping option at checkout on standard orders.

General Canadian Delivery Estimates

Shipping Method Local (Cornwall Area) Regional (ON / QC) National (Rest of Canada)

Canada Post Expedited Parcel

1–2 Business Days

2–3 Business Days

4–7 Business Days

Canada Post Xpresspost

1 Business Day

1–2 Business Days

2–3 Business Days

Canada Post Priority

Next Business Day

Next Business Day

1–2 Business Days

Note: Delivery estimates are provided directly by shipping carriers and begin once the package has been processed and picked up by the courier.

2. Free Shipping & Promotional Terms

Eligibility

When promotional Free Shipping offers are active (or when an order reaches a qualifying minimum subtotal threshold within Canada), Free Shipping applies strictly to standard ground shipping.

Remote Areas & Location Surcharges

Due to substantial carrier surcharges in certain rural, remote, or air-stage postal codes (e.g., northern territories or fly-in communities), Free Shipping may not automatically apply. If your shipping address incurs severe carrier surcharges, we will reach out to you prior to fulfilling your order to review shipping costs or invoice the surcharge difference.

Order Cancellation Clause (Excessive Shipping Costs)

Because handcrafted candles, wax melts, and glass vessels carry significant weight, carrier shipping costs can occasionally exceed the actual retail value of the items purchased. Marsolights reserves the right to review, adjust shipping terms, or cancel and fully refund any order where calculated carrier shipping fees exceed the total order value.

3. United States Shipping Policy

We ship to all 50 U.S. states via Canada Post / USPS or major international couriers.

  • U.S. Delivery Estimates: Standard cross-border shipping typically takes 4 to 10 business days, depending on the selected service level and customs clearance speeds.

  • Customs, Duties & Taxes: All orders shipped to the United States are subject to applicable state taxes, import duties, and customs fees determined by U.S. Customs and Border Protection. The customer (recipient) is solely responsible for paying any import duties, customs taxes, or carrier brokerage fees incurred upon entry into the United States.

  • Customs Delays: Marsolights is not responsible for postal or courier delays caused by international customs clearance processing.

4. Undeliverable Packages & Returned to Sender

Please double-check your shipping address during checkout to ensure accuracy!

Address Errors & Unclaimed Packages

If a package is returned to Marsolights by the postal carrier due to:

  1. An incorrect or incomplete shipping address provided at checkout,

  2. Unclaimed items left at a local post office outlet past the carrier's holding timeframe, or

  3. Refusal of package delivery by the recipient,

The customer will be responsible for the original shipping costs as well as any Return-to-Sender fees charged back to us by the carrier.

Reshipment & Refund Options for Non-Delivered Orders

  • To Reship: If you would like your order resent to a corrected address, you will be invoiced for the return fee charged by the carrier plus the new outbound shipping charge.

  • To Cancel/Refund: If you choose not to have the item reshipped, a refund will be issued for the purchased merchandise minus original shipping fees and carrier Return-to-Sender costs.

Lost or Stolen Packages

Marsolights is not directly responsible for packages marked as "Delivered" by the courier that are subsequently stolen or lost. If your tracking indicates delivery but you cannot locate your package:

  1. Check around your property, porch, and with neighbors.

  2. Verify the delivery location with your local post office or courier carrier using your tracking number.

  3. Reach out to us at candles@marsolights.com so we can help open a formal carrier trace and claim on your behalf.

5. Free Local Pickup (Cornwall, ON)

Avoid shipping fees entirely by choosing Free Local Pickup at checkout!

  • 📍 Pickup Location: 121 Water Street West, Cornwall, Ontario

  • 🕒 Pickup Hours: Monday to Friday, 8:00 AM – 5:00 PM

How It Works:

  1. Select Local Pickup at checkout.

  2. Orders are typically prepared and ready within 1 to 2 business days (depending on order size).

  3. Wait for our "Ready for Pickup" email notification before coming by.

  4. Please bring your order confirmation email (digital or printed) when you arrive.

6. Order Status & Tracking

Once your order has shipped, you will receive an automated email notification containing your carrier tracking number. Please allow up to 48 hours for tracking updates to populate in the carrier's system.

If you have not received your shipment within 5 business days of receiving your shipping confirmation email (for domestic orders), please email us at candles@marsolights.com with your name and order number.

7. Returns & Damaged Items

Returns

We accept returns within 30 days of delivery if the product is unused, unburned, and in its original packaging/condition. Refunds will be issued to the original payment method minus return shipping costs.

Damaged Items Upon Arrival

If your package arrives damaged during transit:

  1. Please email us within 48 hours of delivery at candles@marsolights.com.

  2. Include your order number and clear photos of both the damaged product and outer packaging.

We address damaged shipments on a case-by-case basis and will promptly work with you on a replacement or refund solution.

Contact Us

Have any questions about shipping or your order? We're always happy to help! 📧 Email: candles@marsolights.com

🌐 Website: www.marsolights.com