Frequently Asked Questions
Explore our most commonly asked questions below.
About Wisphr Candles
What are Wisphr candles made from?
Each Wisphr candle is hand-poured using a premium coconut-apricot-soy wax blend, carefully selected fragrance oils, and a lead and zinc-free cotton wick. The wax blend also contains some paraffin as a performance component, helping produce a smooth appearance, consistent burn, and strong fragrance throw.
Why do you use a coconut-apricot-soy wax blend?
We selected this premium wax blend for its creamy appearance, smooth finish, minimal frosting, and excellent fragrance performance (hot throw). It also contains UV protection to help reduce discoloration caused by exposure to light.
Does your wax contain soy or paraffin?
Yes. Our premium wax blend contains coconut, apricot, soy, and paraffin waxes. Each component contributes to the candle's appearance, fragrance performance, and burn consistency.
Are Wisphr candles hand-poured?
Yes. Every Wisphr candle is hand-poured in small batches in our small workshop in Southern California, allowing us to give close attention to the appearance and performance of each candle.
Where are Wisphr candles made?
Wisphr candles are hand-poured in Southern California.
What makes Wisphr candles different?
Wisphr candles combine a premium wax blend, carefully developed fragrances, and high-quality cotton wicks. Each candle is made in small batches to provide a balanced fragrance, stable flame, and enjoyable experience from first light to last.
What kind of wicks do you use?
We use premium flat-braided cotton wicks that contain no lead, zinc, or other metal core. The wick develops a slight curl while burning, helping reduce carbon buildup and smoking while supporting a stable, consistent flame.
What kind of fragrance oils do you use?
Wisphr candles are made with premium fragrance oils specifically formulated for candle use. Our fragrance oils are vegan, cruelty-free, formulated without phthalates, and made without ingredients found on California's Proposition 65 list.
Do your candles use essential oils?
Our candles are scented with professional fragrance oils rather than pure essential oils. Depending on the fragrance, these oils may combine essential oils and naturally derived materials with synthetic aroma ingredients to create balanced, dependable scents.
Do your candles contain dyes or colorants?
We do not use dyes or colorants in our candles to ensure a cleaner and more dependable burn.
Are Wisphr candles vegan and cruelty-free?
Our fragrance oils, waxes, and wicks are vegan and cruelty-free.
Are Wisphr candles non-toxic?
We avoid using 'non-toxic' as a vague marketing claim. Our fragrance oils are formulated without phthalates or ingredients found on California's Proposition 65 list and are intended to be safely enjoyed when used as directed. As with any scented candle, always follow the safety instructions and burn it in a ventilated room.
Are your candles safe around pets and children?
No burning candle should be considered universally pet-safe or child-safe. Always keep candles beyond the reach of children and animals, never leave them unattended, and burn them in a ventilated room.
Birds and animals with respiratory conditions may be particularly sensitive to fragrance and combustion. Discontinue use if your pet shows signs of discomfort or unusual behavior.
Can people with fragrance sensitivities use your candles?
Fragrance sensitivity varies from person to person. We recommend beginning with a shorter burn in a ventilated room and discontinuing use if the fragrance causes irritation, headache, or discomfort.
Burn Time and Candle Care
How much wax is in each candle?
We offer candles in 2 oz, 4 oz, 8 oz, and 12 oz sizes, with additional sizes available. The net wax weight of each candle is clearly listed on its respective product page.
How long will my candle burn?
When properly cared for, an 8-ounce Wisphr candle should provide approximately 35 to 40 hours of total burn time. Actual burn time will vary depending on wick maintenance, room conditions (airflow), and the length of each burn.
How should I burn my candle for the first time?
Allow your candle to burn for approximately two to three hours during its first use. This gives the wax time to form a broad melt pool and begin burning evenly.
Never burn the candle for more than four hours at a time.
Does the wax need to melt completely to the edge?
Not necessarily. Our coconut-apricot-soy wax blend does not require an immediate edge-to-edge melt pool. As the candle burns lower, retained heat can soften and consume wax that remained around the sides during earlier burns.
A small amount of wax around the edge early in the candle's life is not automatically tunneling or a defect.
How short should I trim the wick?
Before each burn, trim the wick to approximately 1/4 inch. Always trim it while the candle is cool and remove the trimmed portion and any other debris before lighting.
Do I need to trim the wick before the first burn?
Your candle should arrive with its wick trimmed to the proper length. Check that the wick is approximately 1/4 inch before lighting it for the first time.
Why is wick trimming important?
A properly trimmed wick helps control the size of the flame, reduce smoking and soot, prevent excessive carbon buildup, and keep the vessel from becoming unnecessarily hot. It can also help the candle burn more slowly and evenly.
How long should I burn my candle at one time?
We recommend burning your candle for two to four hours at a time. Do not exceed four hours during a single session.
Extinguish the candle sooner if the flame becomes unusually large, begins smoking continuously, or the vessel becomes excessively hot.
Where should I burn my candle?
Place the candle on a stable, level, heat-resistant surface. Keep it away from drafts, fans, open windows, vents, curtains, paper, and other flammable objects.
Never leave a burning candle unattended or place it within reach of children or pets.
Can I move my candle while it is burning?
No. Do not move or handle the candle while it is burning or while the wax remains liquid. The vessel and melted wax may be extremely hot.
Extinguish the candle and allow it to cool completely before moving it.
When should I stop using my candle?
Discontinue use when approximately 1/2 inch of wax remains at the bottom of the vessel. Burning past this point can cause the vessel and the surface beneath it to become dangerously hot.
What is the best way to extinguish my candle?
Use a candle snuffer whenever possible. Blowing gently is also acceptable, but avoid splashing melted wax.
Never use water to extinguish a candle, and do not handle or move the vessel until the wax has cooled and hardened.
Can I extinguish the candle with its lid?
We recommend using a candle snuffer rather than placing the lid over a burning candle. Do not place the lid back on the vessel until the flame is completely extinguished and the candle has cooled.
How can I make my candle last longer?
Keep the wick trimmed to 1/4 inch, avoid burning the candle for longer than four hours, keep it away from drafts, and allow the wax to cool completely before relighting it.
A large flame consumes wax more quickly, so proper wick care can substantially affect the candle's total burn time.
Troubleshooting
Why is my candle leaving wax around the sides?
A small amount of wax around the vessel can be normal, particularly during the first few burns. As the candle burns lower, the vessel retains more heat and can melt wax left along the sides.
If a deep tunnel continues forming while most of the outer wax remains hard, discontinue use and contact us with a photograph.
Why is my candle tunneling?
Tunneling occurs when a candle burns primarily down the center while leaving a significant amount of hard wax around the sides. This can result from repeatedly burning the candle for very short periods.
Allow the candle to burn for two to four hours during its next use. Do not exceed four hours in an attempt to correct tunneling.
Why is my candle flame too large?
Extinguish the candle and allow it to cool completely. Trim the wick to approximately 1/4 inch, remove any debris from the wax, and make sure the candle is not sitting in a draft before relighting it.
Why is my candle smoking or producing soot?
An overly long wick, prolonged burn session, or moving air can disturb the flame and cause smoking. Extinguish the candle, let it cool, trim the wick, and move it away from fans, vents, windows, and other drafts.
Why is there black residue around the top of the vessel?
Black residue can develop when the wick is too long, the flame is disturbed by a draft, or the candle burns for too long. Once the vessel is completely cool, gently wipe the residue away with a damp cloth.
Do not allow water or cleaning products to enter the wax.
Why does the wick form a mushroom shape?
The mushroom-shaped tip is carbon buildup created during burning. Our wicks are designed to help minimize this buildup, but a small amount can still occur depending on the fragrance and burn conditions.
Once the candle is cool, trim away the buildup before lighting it again.
Why is the flame flickering?
A flickering flame is commonly caused by a draft, an overly long wick, or debris in the melted wax. Move the candle away from air currents, extinguish it, allow it to cool, and trim the wick before relighting.
Why won't my wick stay lit?
The wick may have been trimmed too short or may be surrounded by too much wax. Allow the candle to cool completely, then carefully remove a small amount of hardened wax from immediately around the wick.
Never pour hot wax from the vessel.
Why is the wax surface rough or uneven after burning?
A slightly rough or uneven surface after the wax cools is normal and does not necessarily affect the candle's fragrance or performance. Wax expands when heated and contracts as it cools, so the surface may not return to its original freshly poured appearance.
What are the wet spots between the wax and glass?
Despite the name, wet spots are not moisture. They are areas where the wax has pulled slightly away from the inside of the vessel, creating translucent patches that can appear wet.
Every Wisphr candle is inspected and shipped without visible wet spots. However, changes in temperature during shipping, delivery, or storage can cause the wax to expand and contract, allowing wet spots to develop after the candle leaves us.
Wet spots are a natural cosmetic characteristic of this premium coconut-apricot-soy wax blend. They do not affect the candle's fragrance, burn, safety, or overall performance and are not considered a product defect.
Why does my candle have frosting or cloudy areas?
Frosting is a cosmetic change that can occur in waxes containing vegetable-based ingredients. Our wax blend is formulated to minimize frosting, but slight variations may still appear due to temperature changes.
Frosting does not mean the candle is defective and should not affect its fragrance or burn.
Why has my candle changed color?
Fragrance ingredients, sunlight, heat, and normal aging can gradually affect the color of candle wax. Our wax contains UV protection to help reduce yellowing and fading, but some natural variation may still occur.
A slight color change does not usually affect the candle's performance.
Why is there oil on the surface of my candle?
Warm temperatures can occasionally cause fragrance oil to appear on the surface. Move the unlit candle to a cool, dry location and allow it to return to room temperature.
Do not light the candle while visible oil is pooled on the surface. If the condition persists, contact us with a photograph.
What should I do if the vessel cracks?
Extinguish the candle immediately if it is safe to do so. Do not touch the vessel, add water, or attempt to move it while it is hot.
Once everything has cooled, discontinue use and contact us with photographs of the candle and vessel.
What should I do if my candle does not burn correctly?
Extinguish the candle and allow it to cool completely. Check that the wick is trimmed to approximately 1/4 inch, remove any debris, and make sure the candle is away from drafts.
If the problem continues, contact us with photographs and a short description of how the candle has been burned.
Fragrance and Scent Selection
How strong are Wisphr candles?
Wisphr candles are designed to provide a noticeable, room-filling fragrance without becoming overwhelming. Fragrance strength varies by scent, room size, airflow, and individual perception.
What size room is an 8-ounce candle best for?
An 8-ounce, single-wick candle is generally best suited to bedrooms, bathrooms, offices, kitchens, and other small-to-medium rooms.
Larger rooms and open-concept spaces may require more than one candle for noticeable fragrance coverage.
How do I choose a fragrance online?
Begin with the fragrance notes and scent family listed on each product page. Fresh and citrus fragrances tend to feel brighter, floral scents are softer and more aromatic, gourmand scents are sweeter, and woody or amber fragrances tend to feel warmer and deeper.
What is the difference between cold throw and hot throw?
Cold throw is how a candle smells while it is unlit. Hot throw is the fragrance released after the wax warms and begins melting.
A fragrance may smell different or reveal additional notes once the candle is burning.
Why does a fragrance smell different while burning?
Heat changes the way different fragrance notes are released. Lighter top notes may appear first, while deeper middle and base notes become more noticeable as the wax warms.
Why can't I smell my candle anymore?
You may be experiencing olfactory fatigue, sometimes called nose blindness. After prolonged exposure, your brain may temporarily become less aware of a familiar scent even though other people can still smell it.
Extinguish the candle, leave the room for a while, and try the fragrance again later.
Which fragrance should I choose as a gift?
Sel Marin Absolu is our most versatile gift choice. Its fresh blend of citrus, sea salt, soft florals, musk, and amber feels clean, sophisticated, and broadly appealing. For something warmer, choose Voile Exotique Vanille.
For a brighter citrus-forward fragrance, choose Jasmine Citron Lumière.
Will discontinued or seasonal fragrances return?
Discontinued fragrances may return if there is enough customer demand. Seasonal fragrances are generally offered for a limited time but may return in future seasons based on their popularity.
Orders and Shipping
How long does it take to process an order?
Most orders are packaged and shipped within 1 to 2 business days. During holidays, new releases, or periods of high demand, processing may take slightly longer.
How long does shipping take?
All orders ship from Southern California. Delivery times vary depending on the destination, shipping method, and carrier. Once your order ships, tracking information will provide the estimated delivery date.
How much does shipping cost?
Shipping costs are calculated at checkout based on the package weight, delivery destination, and selected shipping service. The exact cost will be displayed before you complete your purchase. Free shipping may also be offered throughout the year during select promotions or on qualifying larger orders.
Where do you ship?
We currently ship to all 50 U.S. states. Shipping rates and estimated delivery times vary by destination and are calculated at checkout. At this time, we do not offer international shipping.
Do you ship to PO boxes or military addresses?
Yes. We ship to PO boxes and APO, FPO, and DPO military addresses through USPS. Please enter the complete address exactly as provided. Military deliveries may require additional processing and transit time.
How can I track my order?
Once your order ships, you will receive a confirmation email containing tracking information. Tracking may take up to 48 hours to begin showing movement after the shipping label is created.
Can I change or cancel my order?
Please contact us within 12 hours of placing your order to request a change or cancellation. We will do our best to accommodate your request, but changes and cancellations cannot be guaranteed once an order has entered processing or received a shipping label. Orders that have already shipped cannot be changed or canceled.
Can I correct my shipping address after ordering?
Contact us as quickly as possible if the address is incorrect. We will try to update it, but changes cannot be guaranteed after an order enters fulfillment or receives a shipping label.
Customers are responsible for checking that their shipping information is accurate before completing checkout.
What if tracking says delivered but I cannot find my package?
Check around the delivery location, ask other members of the household, and contact the carrier for additional information. Carriers occasionally mark packages as delivered shortly before the package actually arrives.
What happens if my package is lost or stolen?
If your tracking has stopped updating or your package has not arrived within several days of the estimated delivery date, please contact us so we can work with the carrier to locate it or file a claim.
If tracking shows that your package was delivered, check around the delivery location, ask household members or neighbors, and allow one additional business day, as carriers sometimes mark packages delivered early. We will help investigate, but replacements or refunds cannot be guaranteed for packages confirmed as delivered or stolen after delivery.
How do you protect candles during hot-weather shipping?
Our wax can soften when exposed to extreme heat. Monitor your tracking information and bring the package indoors as soon as possible after delivery.
Do you offer local pickup or delivery?
Local pickup and delivery are not available at this time. All orders are shipped directly to the address provided at checkout.
Can I purchase Wisphr candles in person?
Wisphr candles may occasionally be available at local markets, fairs, and special events. Upcoming appearances will be announced on our website and social media.
Returns, Exchanges, and Damaged Orders
What is your return or exchange policy?
We accept returns of unused and unlit candles in their original packaging within 14 days of delivery. Customers are responsible for return shipping, and original shipping charges are nonrefundable. If an order received free shipping, the original outbound shipping cost may be deducted from the refund.
We do not offer direct exchanges. Customers may return an eligible candle and place a new order for their preferred fragrance. Candles that have been burned, used, altered, or damaged after delivery cannot be returned.
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photographs so we can make it right.
Can I return a candle after it has been burned?
For safety and quality reasons, used candles cannot generally be returned unless there appears to be a manufacturing defect. Contact us with photographs and a description of the problem so we can review it.
Can I return a candle if I do not like the fragrance?
Fragrance preference is personal and does not indicate that a candle is defective.
What should I do if my candle arrives broken or damaged?
Do not light or handle broken glass. Contact us with your order number and clear photographs of the candle, shipping box, and packaging.
What if I receive the wrong candle?
Contact us with your order number and a photograph of the item you received. We will review the order and arrange an appropriate correction.
What should I do if I believe my candle is defective?
Contact us with your order number, photographs of the candle, and a brief description of how it has been burned. Details such as the length of each burn, wick condition, and remaining wax will help us determine what happened.
How long will my refund take?
Once an approved return has been received and inspected, we will issue your refund within 3 business days. After the refund is issued, it may take an additional 5 to 10 business days to appear on your original payment method, depending on your bank or card provider.
Gifts
Can I send a candle directly to someone as a gift?
Yes. Enter the recipient's address as the shipping address during checkout. Be sure to verify the address carefully before submitting the order.
Can I include a personalized gift message?
Yes. Enter your personalized message in the gift-message field during checkout, and it will be printed on the packing slip included with the order.
Will prices or receipts be included in gift orders?
No. Prices and printed receipts are not included in shipped packages. Order confirmations and payment receipts are sent electronically to the purchaser’s email address.
Do you offer gift wrapping?
Gift wrapping is not available at this time.
Do you sell gift cards?
Gift cards are not available at this time.
Vessel Reuse and Sustainability
Can I reuse the candle vessel?
Yes. Once approximately 1/2 inch of wax remains, discontinue burning and allow the candle to cool completely. Remove the remaining hardened wax and wick tab, then wash the vessel with warm, soapy water.
Avoid boiling water and sudden temperature changes that could crack the glass.
Is the vessel safe for food or beverages?
The vessel has not been certified as food-safe and should not be used for food, beverages, or food storage. It can be reused for decorative storage, office supplies, bathroom accessories, or other non-food purposes.
Do you offer candle refills or a vessel-return program?
Not available at this time.
Is your packaging recyclable?
The boxes and packing materials are recyclable.
Wholesale, Custom, and Bulk Orders
Do you offer wholesale pricing?
Yes. Please contact us at support@wisphr.com
Do you offer bulk-order discounts?
Yes. Please contact us at support@wisphr.com
Can I order candles for a wedding or special event?
Yes. Please contact us at support@wisphr.com
Do you create custom or private-label candles?
Yes. Please contact us at support@wisphr.com
How far in advance should I place a large order?
Large orders should be placed at least 30 days before they are needed. This allows time for material sourcing, production, packaging, and shipping. Additional time may be required depending on the order quantity and customization requested, so please contact us in advance to confirm availability and timing.
Still Have Questions?
How can I contact Wisphr?
We would be happy to help. For questions about a candle you have already purchased, please include your order number, photographs of the candle, and a brief description of the issue to our email address at support@wisphr.com