Shipping & Returns

WHOLESALE POLICY

Please go to our wholesale shipping and return page for more information.

SHIPPING SCHEDULE

Our amazing warehouse staff is working hard to serve you. Please allow 3-4 business days for your order to be processed. We will let you know as soon as your order has shipped. Due to the overwhelming number of deliveries being prioritized by FedEx via their network, shipments may be delayed.
If you have any questions with your order, please do not hesitate to reach out to our cheerful Customer Service team. They can be reached at support@cuecompany.com or 1-855-CUE-CREW (283-2739).
Thank you in advance for your patience and understanding.

RETURNS AND EXCHANGES

The Cue team wants you to be pleased with your Cue purchase. If for any reason you are not completely satisfied, you may return or exchange an item within 15 days of purchase. Simply follow the below guidelines.
Important: there is an $8.99 return postage fee for orders returned from the 48 contiguous states (we currently do not ship to Hawaii or Alaska). You may choose to have the return postage fee deducted from your refund or pay yourself to FedEx. The return item must be in like-new condition. "Like new" means unopened, undamaged, unused, and salable.
Please inspect your order carefully upon arrival to report if any significant damage happened in transit. Cue reserves the right, at its sole discretion, to determine if returned merchandize is in like-new condition.
Returns that do not meet our policy will not be accepted. Sale or discontinued items are not returnable. If you return one or more items purchased as part of a code promotion or other dollar or percentage off promotion, a pro-rated portion of the purchase price will be return to you unless all of the qualifying items are returned.
To ensure a positive shipping experience for all Cue customers, we may restrict or refuse future transactions at cuecompany.com for individuals identified as having an unreasonable return pattern. Sales to individuals who place corporate orders, resellers, and bulk purchasers are final. No exchange or return exceptions will be granted. 

RETURNS BY MAIL:

  1. Locate your ORDER NUMBER from one of the following locations:
    1. Upper left side of your packing slip
    2. Your shipping confirmation email
    3. You ORDER HISTORY on your account page
  2. Click Here to start your return process
  3. PREPARE YOUR PACKAGE securely, in the original packge if possible, and include your printed invoice
  4. AFFIX SHIPPING LABEL to the package, making sure no other tracking labels are showing
  5. SHIP IT. When your package is ready, you can ship it via FedEx. To find your nearest FedEx drop off location, please click here
  6. TRACK IT. Click on "Track Your Return" button in your return confirmation email to track the status of your return. Please allow 12-18 business days for the  processing of your return my mail.

Refunds in the form of original payment can take up to one week to be credited back to your account.
If an item is received and it does not match the reason for the return, your full refund is not guaranteed.
As always, if you have any questions on the process or about your order, please contact our cheerful Customer Service team at support@cuecompany.com or 1-855-CUE-CREW (283-2739).

COMPLIMENTARY STANDARD SHIPPING ON ORDERS OF $50 OR MORE

Orders of $50 or more receive complimentary standard shipping. No promo code is necessary at checkout for qualifying orders. If you are using a promotional discount code when placing your order, please note that shipping charges are calculated based on your merchandise order total after the discount code is applied to your order and before any applicable sales taxes are applied. When shipping to multiple locations, each individual shipment is subject to these same calculations.

SHIPPING AND HANDLING

Once you place your order, you will recieve an email confirmation to your inbox . When your candles are shipped out, another notification will arrive in a second email with package tracking information and your invoice.

ALASKA AND HAWAII

Complimentary standard shipping is available in the 48 contiguous U.S. states only. At this time, we are not shipping to Alaska or Hawaii.

INTERNATIONAL ORDERS AND U.S. TERRITORIES

At this time shipping is available in the 48 contiguous U.S. states only. 

 

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