FREQUENTLY ASKED QUESTIONS
Q. How can I check the status of an order?
A. After we ship your order you will receive an email notification at the email address that you provided confirming that your order has been shipped. The Confirmation email will include the Tracking number and a link to track your order online. The tracking link is also available in your "Purchase History” under “My Account.” If you still have not received anything, please contact our Customer Care Department at firstname.lastname@example.org or call 800-513-0233, Monday - Saturday 8 AM - 10 PM ET.
Q. How do I know if my order was placed successfully?
A. After you place an order, you will receive an email notification to the email address you provided confirming that we received your order. Once your order is fulfilled and on its way, we will send you a Shipment Confirmation email.
Q. Can I cancel or modify an order once it has been placed?
A. To cancel or modify an order, please immediately contact our Customer Care Department at 800-513-0233, Monday - Saturday 8 AM - 10 PM ET. We cannot guarantee that the order can be modified or cancelled; it will depend upon the processing stage of the order.
Q. What if there is an item missing or damaged in my order?
ORDER RELATED INQUIRIES
Q. When will my items ship after I have placed an order?
A. If you have placed an order by 12:00 noon ET Monday - Friday, your order will ship the same day. However, orders placed after the cut-off time will ship out the next business day.
Q. I have a problem placing my order?
Q. I have a trade inquiry for COPPER+CRANE™ products?
A. We are flattered by your interest. However, COPPER+CRANE™ products are produced in limited quantities in small batch production, and we must refrain from selling in bulk quantities. We have a Maximum Purchase Policy and each order from copperandcrane.com can have no more than 6 units of any one item. If you have any questions, please contact our Customer Care Department at email@example.com or call 800-513-0233, Monday - Saturday 8 AM - 10 PM ET.
CHARGE DESCRIPTION ON CREDIT CARD
Q. What will the charge appear as on my credit card?
A. The charge description for your COPPER+CRANE order will be DIGITAL ROADMAP LLC.
Q. How can I return an item?
A. We hope that COPPER+CRANE™ products give you complete serenity and satisfaction. If, for any reason, the product ordered does not fully meet your expectations, you are welcome to return it for a full refund. If you redeemed a complimentary promotional item with purchase, please return it along with the item you are returning. Simply input the “Return quantity” and "Reason code" on your return form and use the pre-paid return label included in each package to send back your item. We will issue the refund back to the original form of payment within 1-3 business days upon receiving the return shipment. The original shipping costs are refunded in the case of the return of an entire order.
Q. What is the Unconditional Serenity Guarantee?
A. We are focused on making your experience with our brand unforgettable. We believe we are offering you the finest products designed with every attention to detail. However, in an unlikely event you are not completely satisfied with your purchase, we offer you the Unconditional Serenity Guarantee of a 100% refund to ensure you have a harmonious experience with our brand and products.
Q. What are the costs and delivery times?
A. Please refer to the options below for Shipping costs and Estimated Delivery Times:
Shipping Method: Shipping Cost (if applicable)
3-5 Day Standard Shipping: FREE (Orders $35 and over)
3-5 Day Standard Shipping: $6.00 (Orders below $35)
2 Day Shipping: $11.00
1 Day Shipping: $16.00
SHIPMENTS TO U.S. TERRITORIES
Q. Can I ship an order to Alaska, Hawaii, or Puerto Rico?
A. Currently, we only ship domestically to 48 contiguous states.
Q. Can I ship abroad?
A. Currently, we only ship domestically to 48 contiguous states. You are welcome to sign up for our emails and we will contact you when we are ready to ship internationally.
SHIPMENTS TO APO/FPO, P.O.BOX
Q. Can I ship an order to an APO/FPO address?
A. Currently, APO/FPO addresses are not supported.
Q. Can I ship to a different address than my home?
A. When you place your order, you have the option of registering an address and as many delivery addresses as you would like to have items shipped to.
Q. Can I ship to multiple addresses from a single order?
A. If you wish to ship to more than one address, you will need to create separate orders for each destination address.
Q. What forms of payment are accepted?
A. We are pleased to accept Debit cards, and Visa, Mastercard, American Express and Discover credit cards. We also accept Paypal.
Q. Is the credit card information I submit secure?
A. Every step of the online ordering process that requests credit card information employs Secure Socket Layer (SSL) encryption. SSL renders information unreadable if anyone should attempt to intercept it. If you don’t feel comfortable providing your information online, you may submit your order by calling us at 800-513-0233 Monday - Saturday 8 AM - 10 PM ET.
Q. When is the payment processed?
A. When you place an order, your credit card will be authorized for the total amount of the transaction. An authorization is not a charge and will show as pending on your statement. We will complete the authorization and charge your card when the order is shipped. And you will receive an email confirmation of shipment of your order.
Q. What is the credit card verification (CCV) number?
A. This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa, Mastercard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.
Q. What all is included in the product prices displayed on the website?
A. The prices displayed on copperandcrane.com are for the merchandise only. Shipping charges, if applicable are separate, and taxes are applied to the total order, as applicable.
Q. Does COPPER+CRANE™ offer rebates, promotions, or other deals?
A. Yes, special offers may be available based on any ongoing promotions. Only one discount or promotional offer may be used per order.
Q. Can I find COPPER+CRANE™ products in a retail store location?
A. All our hand crafted limited batch products are available online only. We do not offer COPPER+CRANE™ branded products in stores.
Q. Can I save items in my shopping cart for purchase later?
A. You can save your items in your cart. However, if you log in on a different computer or device you may not see the saved items. We recommend you create an account with us to save your items in the Wishlist which can be accessed at any time.
Q. What happens if a product is unavailable?
A. From time to time, our hand-crafted products may not be available due to small batch production. If a product is not available at the time of placing your order, please contact our Customer Care Department at firstname.lastname@example.org or call 800-513-0233, Monday - Saturday 8 AM - 10 PM ET. We would be glad to inform you when the product becomes available.
Q. Can I place an order to send a gift to a loved one?
A. Yes, you can send gifts to your loved ones by simply using the gift recipient’s address as the shipping address. The packing slip that is included in the box does not include any product prices. However, you will be able to access order details via a link in the order confirmation email sent to you. At this time, we do not offer the option to write a personalized message with gift orders.
Q. How do I submit a rating and a review for a product?
A. Thank you for taking interest to review our products. We will be sending you an email 2 weeks after your purchase requesting your feedback and product review. You can also write a review on the www.copperandcrane.com website by going to the product page and clicking "Write a Review."
Q. Will COPPER+CRANE™ sell or rent my email address information to other companies?
TERMS & CONDITIONS
Q. What are the Terms & Conditions of COPPER+CRANE™ for website usage?
A. Please click here to review our Terms & Conditions in entirety.
Q. Are COPPER+CRANE™ products tested on animals?
A. We do not test on animals.
Q. How does COPPER+CRANE™ conduct product safety testing?
A. Customer safety is a top priority for COPPER+CRANE™. We are committed to selling only safe products and work diligently to ensure that our formulations and packaging meet our exceedingly high standards and comply with applicable regulations. The ingredients used in our products are reviewed for safety and regulatory compliance by our Product Stewardship and Quality Assurance teams to assure the products are safe when used as intended. The finished products are also clinically tested by human volunteers via accredited third-party laboratories/clinics to assure good skin tolerance and safety of the products. While our products go through extensive testing to provide the best and safest possible products for our consumers, even the safest products may contain ingredients to which a few individuals may be sensitive. Discuss your condition with your doctor and follow his or her advice regarding product usage.
Q. What happens if someone ingests the COPPER+CRANE™ product?
A. All our products are safe when used as directed. In the unlikely event someone ingests the product, seek immediate medical attention or call a poison control center right away.
Q. Are COPPER+CRANE™ products environmentally-friendly?
A. We make every effort to use environmentally sustainable ingredients and materials in formulating and for packing our products, but we do not make such claims. There are tests and analyses required to be conducted and certifications to receive to enable us to make such claims. We have not conducted such tests on our finished products at this time.
Q. Where are the products formulated?
A. All of COPPER+CRANE™ products are formulated and/or made in the USA to assure highest standards of product safety. We use a number of exotic ingredients sourced from around the world to offer you the best in luxury spa experience.
Q. What are the ingredients in your products?
A. The ingredient list for products varies with each product and the information is available on the packaging label of each product and also on www.copperandcrane.com
Q. Does it have any perfumes or scent?
A. Yes, most of our products include fragrance/perfume which may vary with each formulation. We encourage you to always read the product label to confirm if the product contains fragrance.
Q. Is the COPPER+CRANE™ Bath Tissue septic-safe?
A. Yes, COPPER+CRANE™ Bath Tissue is safe for standard sewer and septic systems.
Safe Handling, Burning, and Storage of COPPER+CRANE™ Candles
Helpful Information For Handling, Burning, and Storage of COPPER+CRANE™ Candles
COPPER+CRANE™ candles are made with great attention to detail so that you may enjoy our fragrances with a serene confidence knowing safety is our highest priority.
Like all of our products, COPPER+CRANE™ candles are made using the finest quality ingredients and materials. Our candle-making process is built on experience to keep your safety as a top priority. Take proper care while burning these candles and handle them responsibly to ensure their safe use. Please follow all guidelines listed below so that when you burn your COPPER+CRANE™ candle, you safely and responsibly enjoy the immersive fragrances. We encourage you to make everyone in your home aware of these safety guidelines as well:
Please check that each candle you have received is not damaged in transit and the glass jar is not cracked, chipped or scratched. If it is, please do not burn the candle and contact Customer Service at 1.800.513.0233 or email@example.com for a replacement. These situations are not expected and very rare. Please note that we take utmost care in packaging, handling, and shipping our candles to ensure they are delivered to you in pristine condition. Remove all outer and inner packaging including the candle holder box and plastic dust cover.
Make sure you read and follow all safety instructions on the label at the bottom of the candle jar.
Make sure you do not burn the candle near anything flammable like furnishings, drapery, wooden surfaces, clothes, a gas stove, or any other material that can easily catch fire.
Keep candles out of reach of children and away from pets at all times. We recommend keeping all lighters and match boxes away from children. NEVER leave any lit candle unattended and ALWAYS keep the burning candles within your sight at all times.
Before lighting, place the candle on an even and dry surface that is heat-resistant. Never place candle on flammable surfaces like wood, plastic, furniture, and any other surface that is not heat-resistant.
Keep wax pool free of debris. Make sure to clean the wax pool of any wick trimmings, debris from matches, or any other combustible material. BURN TIME: Do not burn more than 3-4 hours at a time. Do not allow the flame to touch the side of the jar. The jar may become hot. Handle carefully. Also, keep the wick(s) in their place away from the candle jar edge. Always allow a candle to cool and return to room temperature before burning it or relighting. This is to prevent and minimize potential damage from quick and broad temperature range changes. After long exposure to the cold, let the candle sit for at least 2 hours (or more as needed) to ensure it returns to room temperature before burning it.
Avoid burning candles in drafts or close proximity to very cold objects like ice buckets or heat sources like gas stove. Drafts or movements from high-traffic areas can cause the flame to flicker and smoke.
Trim wick to 1/4" before each lighting. To avoid smoking always keep wick(s) trimmed to 1/4". To trim the wick(s), first blow out the candle, let the wick cool down, then trim the wick carefully to 1/4", and relight. We recommend that you clean the pieces from wick trimmings before relighting the candle.
Discontinue use of candle when 1/2" of wax remains to prevent possible heat damage to the counter/surface.
Extinguish carefully before letting the candle cool down for storage. Handle the jar carefully after the burn time as it may be hot. Trim wick to 1/4" before each lighting.
Keep wax pool free of debris. Make sure to clean the wax pool of any wick trimmings, debris from matches, or any other combustible material. BURN TIME: Do not burn more than 3-4 hours at a time.
Do not allow the flame to touch the side of the jar. The jar may become hot. Handle carefully.
Also, keep the wick(s) in their place away from the candle jar edge.
Store your candle in a cool, dry, and dark place to prevent possible fading and discoloration, particularly when storing for an extended period of time. We recommend the beautiful box that the candle is shipped in!
The ideal temperature range for storing candles is between 50ºF and 85ºF to protect from discoloration, melting, cracking, and separation.
The candle wax and fragrances can be sensitive to both extreme temperatures and intense light. As a result, keep your candle away from direct light sources like sunlight and extreme heat or cold sources. Be careful to not leave the candle in a car on hot days as it will cause the wax to melt.
Do not refill the candle jar with wax or any other material.