Dear Steven,

Thank you for taking the time to share your experience. We are genuinely sorry to hear your order arrived this way, and especially disappointed that this is the first we are learning there was an issue.

Your order was placed Friday evening, July 24, and we had it packed and labeled the following day. It was picked up and scanned by UPS on Tuesday, July 28. From there, it appears your package went on quite the unexpected cross country adventure, leaving Texas for Colorado, Utah, Maryland, Illinois, and eventually making its way back toward you. Definitely not the journey we had planned for your candle!

We do our best during these very hot summer months to protect our products, including heat sensitive and fragile labeling, careful packaging, and a few extra samples tucked inside. Unfortunately, once a package leaves our hands, carrier delays, routing, and handling are outside of our control. That said, a melted candle is still not the experience we want you to have.

Please email us at info@haus2hometx.com so we can make this right. We would be happy to discuss replacing the damaged candle.

We have taken a great deal of pride in both the quality of what we make and the way we care for our customers. We would truly appreciate the opportunity to give you the experience we intended from the start.

Warmly,
Haus II Home