Question 1

Land Acknowledgement

Accepted Answer

Profound Treasures acknowledges and celebrates the inherent sovereignty of the Ho-Chunk Nation and the 11 Indigenous First Nations within what is now referred to as the State of Wisconsin . Please note that ProFound Treasures is on the sacred ancestral land and waters of the Ho-Chunk peoples of past, present, and future.

Question 2

Refunds

Accepted Answer

We know buying candles virtually can be tricky. ProFound Treasures accepts returns on any items that are in their original and unused condition along with all packaging. Please email meg@profoundtreasures.org within 3 days of receiving your order.

Items that appear used upon inspection are not eligible for refunds. We reserve the right to reject any returns/exchanges that do not comply with the conditions listed. If your package is not accepted, a refund will not be granted.

For a full refund, we require that your item is returned within 5 days of receiving a response from our team.

If you decide to return an item, you are responsible for the original shipping charges to you and the cost of returning the package.

Upon acceptance of the return, we will process your refund within 10-14 business days, at which time you will be notified by email. Please contact your credit card issuer to confirm when your refund will be issued back to your credit card.

Question 3

Damaged Items

Accepted Answer

We package all purchases extremely carefully with multiple layers of protection. 
However, sometimes the transit is rough. Since our packages are sent via USPS Priority Mail, they are insured. We will file a claim with USPS to get reimbursed for the shipping and damages. While we are not responsible for USPS handling of packages, we will work with you to remedy the situation and replace your damaged items. Please email us at meg@profoundtreasures.org within 3 business days of receiving your order with a photo and we’ll insure the matter is resolved.

Question 4

Shipping

Accepted Answer

Shipping only available in the United States at this time. 
ProFound Treasures uses USPS ground Flat Rate shipping. Packages are insured and tracking number will be provided upon items being shipped.

Shipping charges incurred in connection with the return of a product are the responsibility of the customer and are non-refundable. 
Customers are responsible for shipping cost to ProFound Treasures.

Question 5

Wrong Address

Accepted Answer

If you've provided the wrong address, it's possible that you can submit a request to intercept a package via USPS. This is available on the USPS website.

You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS as not deliverable / return to sender.
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Please contact ProFound Treasures immediately once you discover the address is incorrect. We can edit your shipping address before your package is ready to ship, but it can difficult to intercept a package that is already in transit.

Question 6

Lost or Stolen Packages

Accepted Answer

ProFound Treasures is unable to replace missing or stolen packages.

ProFound Treasures is not responsible for packages that have been marked as delivered. If you believe that your package has been lost or stolen, please reach out directly to USPS or your courier for missing packages.

We accept orders 24 hours a day, 7 days a week. Orders are typically sent via USPS Priority Mail from Richland Center, WI. USPS Priority transit times vary per state but generally deliver within 2-3 business days. During the busy fall/holiday season, USPS may experience delays that are out of our control.

It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. While we are not liable for incorrectly entered shipping information or packages stolen or missing from an unreliable or unsafe shipping address, if you realize that a shipping address was incorrectly entered before we ship your package, we will gladly make the change in our system for you.

After placing your order, you will receive multiple messages throughout the fulfillment process to make sure you're aware your package is on the way. Once shipped you will receive a tracking number.

Question 7

Instructions for an optimal burn and enjoyable experience

Accepted Answer

Candle Maintenance

Trim your wick: 
Prior to the first burn, trim your wick to ¼” height and continue to trim to this height before each use. This also ensures a safe, clean burn and increases the life of your candle.
The first burn is the most important! The first time you light your candle, burn it for at least 3 hours. This will create a quality base for future burns.

Safety First!
Burn at your own risk. Never leave a lit candle unattended, don’t burn your candle for longer than 4 hours at a time, and don’t burn candles on or near anything that can catch fire. To extinguish your candle, use a candle snuffer or gently blow out the flame. Be careful to avoid splashing melted wax.

Reuse, Refill or Upcycle 
When there’s ½” of wax left, it’s time retire this candle. Clean out the wax or return as-is for a refill. Our jars are 100% reusable--we’ve reused them as vases, planters, and pencil holders!

Question 8

How do I clean my vessel after burning?

Accepted Answer

We would be happy to clean and refill your vessel so you don't have to! Send back for your next refill!

If you choose to clean yourself, please use caution with the following instructions:

Pour water into a stovetop safe pan, leaving room at the top as the water will come to a slight boil. The boiling water will melt the wax and and remaining wick debris will also become lose. Once wax is melted, use sturdy tongs or a hot pad to grab the container and pour out the melted wax.

Using clean rag or paper towel, wipe out inside of container.

Caution when handling hot wax and container as this could cause burns or possibility of breaking.