Jesmonite Pedestal Candle – Hand-Poured Soy Wax & Crackling Wood Wick-1

Customer Care

We're here to help. Whether you have questions about an order, shipping, our products, or simply want to get in touch, you'll find everything you need below.

If you don't see the answer you're looking for, we'd love to hear from you.

Response Time: We typically reply within 1–2 business days.

Have a question before or after placing your order?

Email us anytime at tj@onyxandember.com, or complete the contact form below.

Shipping Policy

Thank you for shopping with Onyx & Ember.

Every order is thoughtfully prepared and fulfilled by our trusted production and artisan partners. Because many of our products are made to order or handcrafted, processing and shipping times may vary by item.

Processing Times

Most orders are processed within 2–5 business days before shipping.

Certain handcrafted or made-to-order items may require additional processing time. Estimated delivery information is provided on each product page whenever available.

Shipping

Once your order has shipped, you'll receive a confirmation email with tracking information.

If your order includes products from multiple collections or artisan partners, your items may arrive in separate packages at no additional shipping cost to you.

Delivery Times

Delivery times vary depending on the product and destination but generally range from 3–10 business days after shipment within the United States.

Please note that shipping estimates are not guaranteed and may be affected by weather, holidays, or carrier delays.

Damaged or Lost Packages

If your order arrives damaged or appears to be lost during transit, please contact us within 7 days of delivery (or expected delivery), and we'll work with you to resolve the issue as quickly as possible.

Questions

If you have any questions regarding your shipment, we're always happy to help.

Contact us at:

tjonyxandember.com

We typically respond within 1–2 business days.

Returns & Refunds

We want you to love every piece you bring home from Onyx & Ember.

If you're not completely satisfied with your purchase, we're here to help.

Returns

Eligible items may be returned within 30 days of delivery in their original, unused condition and original packaging.

To begin a return, please contact us before sending your item back. We'll provide return instructions based on the product you purchased.

Non-Returnable Items

Because many products are handcrafted or made to order, certain items cannot be returned, including:

Custom or personalized items
Made-to-order artwork
Gift cards
Clearance or final sale items

Additional exclusions may apply and will be noted on the product page.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include photographs of the item and packaging.

We'll work quickly to replace the item or provide an appropriate resolution.

Refunds

Once your returned item has been received and inspected, we'll notify you of the status of your refund.

Approved refunds will be issued to your original method of payment.

Questions

Need assistance?

Contact us at:

support@onyxandember.com

We're happy to help.

Frequently Asked Questions

Where do your products ship from?

We partner with trusted artists, makers, and manufacturers, so products may ship from different locations depending on the item, but all are proudly made in the USA.

Can I order multiple products together?

Yes. Some items may arrive separately if they come from different production partners.

Are your art prints original?

Yes. Our fine art prints feature original artwork by TK Jacobs, professionally reproduced using archival-quality printing methods.

Can I track my order?

Absolutely. Tracking information is emailed once your order ships.

Privacy Policy

Your privacy matters. We never sell your personal information and only collect the information necessary to process your order and improve your shopping experience.