FAQs

1. Is OrbVessels available outside the Canada?

We offer US shipping, rates added at checkout. Please add product/products of your choice to cart and choose a shipping option best suitable for you. 

Please note that shipments outside Canada may be subject to import charges and taxes which are the responsibility of the purchaser or recipient.

 

2. What currency do we use?

All prices are in Canadian dollars (CAD)

However, we have the options to select the currency of your country. This option is at the top right corner of our home page.

 

3. Where is my package?

After your order has been placed, you can expect your package to be shipped within 2-3 business days. Once your order has been shipped, you will receive a confirmation and tracking number via email. For more information, please visit our  shipping and return guide. 

 

4. What should I do if my package was marked as delivered, but I haven’t received it?

First check your entire surroundings and contact your neighbours or family members as they can often end up in familiar hands. Also, verify your shipping address to make sure that everything is up to date. If you are still unable to locate your package, please contact your local post office. Additionally, if your local shipper is unable to recover your package, please reach out to us at orb@orbvessels.com

5. Do we accept returns?

At OrbVessels, we are committed to providing our customers with the highest quality products. If you are not 100% satisfied with your shipment, we want to know. We will always strive to ensure the satisfaction of our beloved customers, however mistakes may happen. If you have received a damaged or incorrect item, please report to us via email within 48 hours with proof of damages.

If it is our error, we will happily refund the purchase price as quickly as possible at no cost to you. please keep in mind that we do not cover shipping cost. 

At this time, we do not accept refund and exchanges. 

 

 6. Can I cancel my order?

Send us a cancellation request via email. Cancellation requests needs to be submitted to customer service right away or within 2 hours. If the request is outside of the 2 hour window, customer service may not be able to guarantee the cancellation and order may be shipped.

 

7. I placed the wrong order, can I cancel?

Send us a cancelation request via email to info@orbvessels.com then place a new order. Cancellation requests for orders placed need to be submitted to us right away or within 2 hours. If the cancellation is outside of the 2 hours window, we may not be able to guarantee the cancellation or issue a full refund. Please allow 7-14 business days for us to process your refund depending on your bank.

 

8. What is the estimated delivery time within Canada?

Within the same city	1-3 business day
Within a region of Canada	1-4 business days
Between two regions of Canada	averages 2-7 business days

 

9. Curbside pick-up?

Yes, we offer curb-side pickup.

Our pickup locations is Rexdale/islington(Etobicoke)

Please select curb-side pick up at check out.

Pick up instructions will be sent to you within 24 hours via email, this email will include time slot and the exact pick-up location.

Please tell us which one of the above intersection would be convenient for you. 

Please note that we assign the exact pick up locations for you to pick up your package as it is a curb-side pick up.

Please note: Once a time is set and you do not show up, your order will be canceled and 10% will be deducted from your refund. 

10. Can I cancel my curb-side pickup?

We understand that life happens and you may have a change of heart, you can cancel your curb-side order within 2 hours of purchase for a full refund. 

Any cancellations after 2 hours of purchase would result in a loss of 10% of original payment.

In addition, Once a pick up date is set and you are not available to pick your package, your order will be canceled and you would be refunded only 85% of original payment.

 

11. Shipping rates for large quantities? 

Please send an email to info@orbvessels.com and we will calculate shipping rate for you, If your order is above 10kg (usually more than 60 piece per order or more). Please include product name and amount of pieces you want in email.

 

12.  Do all products come with lids?

Yes, all our jars come with lid except our concrete jars, however some lids are sold separately. please see description of products to identify which one is sold seperately.

 

13. Are all products sold in sets?

Some of our products are sold individually and some are sold in sets. Please sign up for our mailing list for any changes update.

 

14. What wick size should I use?

Below are suggested wick sizes 

These are only suggestions, ensure you do your own testing to find the most suitable wick for your candle making. 

 

wax	vessels	Recommended wick
Cargill Nature Wax C-3	Amber	CD 8, ECO 8
	Concrete	CD 12, ECO12
	kura	CD 12, ECO12
	Posey	CD 12, ECO12
	Safon	CD 24, ECO16
	Seran	CD 12, ECO12
	Xyrus	CD 12, ECO12
Cargill Nature Wax C-6   Soy/Coconut Wax	Amber	CD 8
	Concrete	CD 14
	kura	CD 14
	Posey	CD 14
	Safon	CD 8, Double wicked
	Seran	CD 14
	Xyrus	CD 14
IGI 4633 (J223) Wax	Amber	ECO 8,  LX 20
	Concrete	LX 16
	kura	LX 18
	Posey	LX 18
	Safon	LX 24
	Seran	LX 18
	Xyrus	LX 18
IGI 6006 Paraffin/Soy Blend Wax	Amber	ECO 2
	Concrete	ECO 4
	kura	ECO 8
	Posey	ECO 4
	Safon	ECO 10
	Seran	ECO 4
	Xyrus	ECO 4
IGI 6046 Coconut/Paraffin Blend  Wax	Amber	CD 4
	Concrete	CD 8
	kura	CD 8
	Posey	CD 8
	Safon	CD 18
	Seran	CD 8
	Xyrus	CD 8
415 soy wax	Amber	CD 1O, ECO 10
	Concrete	CD 14, ECO 12
	kura	CD 14, ECO 12
	Posey	CD 14, ECO 12
	Safon	CD 24, ECO 16
	Seran	CD 14, ECO 12
	Xyrus	CD 14, ECO 12
444 soy wax	Amber	CD 10, ECO 10
	Concrete	CD 14, ECO 12
	kura	CD 14, ECO 12
	Posey	CD 14, ECO 12
	Safon	CD 24, ECO 16
	Seran	CD 14, ECO 12
	Xyrus	CD 14, ECO 12
464 soy wax	Amber	CD 8, ECO 8
	Concrete	CD 12, ECO 10
	kura	CD 12, ECO 10
	Posey	CD 12, ECO 10
	Safon	CD 22, ECO 16
	Seran	CD 12, ECO 10
	Xyrus	CD 12, ECO 10