YOU'VE GOT QUESTIONS, AND WE'VE GOT THE ANSWERS.

FAQs

Shipping Questions

1. How can I reduce my shipping costs?

We understand freight costs add to the overall price of the product and we’re happy to help you figure out the best way to get the product in at the lowest possible price per unit. Here are a few suggestions but please call with any additional questions.

  • Order in even quantities. UPS boxes go by weight and keeping the cases of products ordered even helps to keep the cost down per unit. 
  • Order in bulk (10 cases or more) to qualify for ground freight, which reduces the cost per unit and overall product cost.
  • Order a pallet (Jars, 142 cases) Shipping via a trucking company can really eat down the freight costs per unit.

2. How much is shipping?

Shipping costs are based on the zone we are shipping to, the weight of the product and the quantities. We can provide a freight quote at any time upon request. We will always do what we can to find the most economical shipping possible.

3. How long does it take to receive my product?

Orders typically arrive within 7-10 business days. It can be shorter depending on the season.

4. Why was I charged differently than what is listed on the invoice included in my shipment?

The paper in with your packages is the packing slip. Our warehouse uses this to pack your order and you can use it to check in your inventory. Your final invoice will be emailed to you after the product is weighed and the freight is added. Typically, the business day after your order has shipped.

Candles & Fragrance Questions

1. What makes your products different?

All of our products contain natural enzymes that help to exterminate odor from the surrounding atmosphere. The enzymes absorb the odor from their surroundings into the product, then the enzymes break down the odor’s compound structure, and evaporate the by-product in the form of a clean, natural gas. During the evaporation process, the gas picks up the scent of the product and releases this fragrance into your office, home or car; exterminating the odor and creating a pleasant fragrance for your enjoyment. Unlike other “odor eliminating products,” ours do not just mask odors but destroy them. Our candles are a blend of paraffin and soy wax, and a zinc wick, which will ensure a cleaner and longer burn time. Tobacco Outlet Products is proud to say, ALL of our products are made in the U.S.A.

2. What are the size of the candles and how long do they last?

The candles come in a 13 oz Jar and have a burn time of approximately 70 hours.

3. What are your burning instructions?

Keep wick trimmed to 1/8” at all times to ensure that your candle flame does not smoke. If a black “mushroom” appears on your candle wick, extinguish your candle, trim and relight as this mushrooming may cause your candle to produce smoke.
 
Keep burning candles within sight at all times; never leave a burning candle unattended.
 
Keep burning candles away from flammable materials and out of reach of children and pets.
 
Do not place candles on or near other heat sources, and never directly on furniture.
 
Keep the wax pool free of wick trimmings, matches or any combustible material. Keep the wick centered.
 
Keep your candle in an area free from drafts to discourage dripping and smoking.
 
If the flame of any candle seems too high, blow out the candle, trim the wick and relight. This should correct the problem.
 
Glass containers are fragile, handle with care. Avoid glass-to-glass contact when handling the lid and don’t use jars that are cracked, chipped or scratched
 
Discontinue use when ½” of wax remains, as glass may shatter. Do not refill jars with wax.
 
Do not allow the flame to touch the side of the jars, as it may become hot. Handle carefully.
 
Minimize the wax left on the sides by burning the candle until the wax pool reaches the edge of the jar. It’s normal for some wax to remain, and the amount varies per color, fragrance and burning environment.
 
Extinguish candles with care, as wax may splatter and replace lid.
 

4. Do you offer seasonal fragrances?

Tobacco Outlet Products loves to offer limited edition fragrances for each season. In the fall we offer favorites like Pumpkin Spice and Fallen Leaves. Winter sees many festive fragrances such as Sugared Cranberry and Evergreen. In the spring we load up on blossoming florals and beach themes and the summer gives us fun fragrances like Magnolia, Marigold, Montego Bay, and Bermuda Beach. We never know what surprises the fragrance genius will bring us but it’s always exciting to discover our new favorite scent.

5. What does the date on the bottom of your sprays/products mean?

The dates marked on our products are their production dates.

6. What are your best-selling fragrances?

Our best sellers are listed below. Keep in mind each location is different and what is best for us may not always be the case in your location. We recommend starting out with a mixture of all our scents and then re-ordering what works best for you, which could be everything 😊

  • Our best sellers: Hippie Love, Creamy Vanilla, Happy Daze, Nag Champa, Dragon’s Blood, Orange Lemon Splash, Clothesline Fresh, Maui Wowie Mango, Lavender & Chamomile, & Sugar Skull

7. How long will seasonal fragrances be available and why aren't they offered year-round?

Seasonal fragrances typically last 8-10 weeks. We rotate them to align with the holidays and offer a newer variety with each changing season. We strive to keep it fun.

8. Are your candles all-natural?

Our candles are made from a parasoy blended wax with a zinc wick and include five natural enzymes that eliminate odors. While safe, they are not 100% organic as we use synthetic fragrances.

Account & Order Questions

1. How do I establish an account?

We have several ways you can start with us. You’ll need to provide your sales and use tax certificate or equivalent documentation.

 Or you can email our sales team at sales@123candle.com.

2. How do I place an order?

Visit our How to Order page for instructions on placing your order.

3. How can we mix the products in an order?

You can order in the following ways:

  • Full cases of 12 candles, this is the most popular for re-ordering.
  • Split cases (6 candles of one fragrance and 6 of another) great for smaller locations.

Prepackaged mixed cases (Perfect for trying out new scents)

4. Can I get a discount on the products?

As the manufacturer going straight to retail, we have our best price available all the time.

5. Why do orders over $2,000 need to be paid via ACH?

Due to rising raw material costs we are trying to save where we can as to protect the current pricing structure. As such, we require ACH payments for orders over $2,000.

6. Can I use my credit card?

Yes, for orders under $2,000. For orders over this amount, we are working on a system where you can opt for card and pay a small processing fee.

8. What is the minimum purchase to start an account?

While our minimum order is 2 cases of product, we always recommend starting with one of our display packages. Displays help increase your sales by 70% and we want you to be successful, your victory is our victory. Our smallest FREE display starts with 3 cases and includes all marketing materials.

9. Can I buy a display without purchasing any product?

Displays are always free if the minimum purchase requirements are met. We want to ensure that the displays have enough product on them to make you successful in selling, therefore we do not sell the displays without the product.

10. Are there any discounts for first-time customers?

As the manufacturer going straight to retail, we have our best price available all the time. We do offer FREE displays and marketing materials to help you get started.

Sustainability Questions

1. How should I dispose of the packing peanuts you use in your shipments?

Our packing peanuts are 100% biodegradable and made from plant-based materials — no plastic here! You can dissolve them in water (it’s kind of fun to watch!) or toss them in your compost or trash knowing they’ll break down naturally. They’re non-toxic, safe for pets, and easy on the planet.  

2. How do I recycle your aerosol sprays?

Good question! Our aerosol cans are made of recyclable steel. To recycle them:

  1. Make sure the can is completely empty (spray until it stops hissing).

  2. Do not try to puncture or crush the can.

  3. Place it in your curbside recycling bin if your local program accepts aerosols (many do!).

  4. If not, check with your local recycling center for safe drop-off options.

3. Can I recycle the cardboard boxes and packaging you ship in?

 Absolutely! All of our shipping boxes and cardboard inserts are recyclable. Just flatten the box and place it in your recycling bin. If you see any paper filler, that’s recyclable too. We try to use packaging that’s easy to reuse or recycle — good for you and the planet.  

 

General Questions

1. Where is your company based?

Our sales office is located in Charlotte, NC. However, our candles are manufactured and shipped from our warehouse located in Marshville, NC. We have been manufacturing and marketing our products for decades.

2. Do you sell to individuals?

As the manufacturer we only sell directly to retailers with a valid tax certificate. We’re always happy to try and help you find a retailer online or in your area.

Don’t see an answer to your question?