shipping policy
At Just Simply XO, each order is carefully prepared before it makes its way to you. Please review our shipping policy below:
Order Processing:
Please allow 7–10 business days for your order to be processed and prepared for shipping. As many of our candles are handcrafted, some items may be made or finished as orders are received.
Business days exclude weekends and holidays. During peak seasons, product launches, or sales events, processing times may be slightly longer. We always do our best to get your order on its way as quickly as possible.
Shipping Methods and Times:
We offer a variety of shipping options through our shipping partner, ClickShip. Available carriers, shipping rates, and estimated delivery times are calculated at checkout based on your location.
Please note that delivery estimates begin once your order has been processed and shipped. Carrier delivery times are estimates and may be affected by delays or other circumstances outside of our control.
Once your order has shipped, you will receive a tracking number by email so you can follow your package along the way.
International Shipping:
We currently ship within Canada and to the United States. For U.S. orders, customers are responsible for any applicable duties, tariffs, taxes, or other import fees that may be charged on their order.
Please note that these fees are not included in the order total at checkout and are determined by the destination country’s customs authorities.
Shipping Costs:
Shipping costs are calculated at checkout based on your order, delivery location, and the available carrier services. You can review all available shipping options and rates before completing your purchase.
Free Shipping:
We offer free standard shipping on eligible orders of $99 CAD or more within Canada. The $99 minimum is calculated before taxes and after any applicable discounts.
Free shipping cannot be combined with discount codes, promotional offers, or sales unless otherwise stated. If a discount or promotional code is applied and the order no longer qualifies, applicable shipping charges will be calculated at checkout.
Order Tracking:
Once your order has shipped, you will receive a shipping confirmation email with your tracking information. You can use the tracking link provided to follow your order and view the latest delivery updates.
Contact Us:
Have a question about your order or shipping? We’re happy to help! Reach out to us at justsimplyxo@gmail.com and we’ll get back to you as soon as possible.
returns policy
At Just Simply XO, we take pride in the quality and craftsmanship of our products. Please review our return and damage policy below.
Handcrafted Products, Including Candles
Due to the handmade nature of our products, all handcrafted items, including candles, are final sale. We do not accept returns, exchanges or cancellations on handcrafted products.
Each order is carefully inspected and packaged before leaving our facility. If your order arrives damaged, please contact us within 3 days of delivery and provide your order number along with clear photos of:
- The damaged product
- The product packaging
- The shipping box or mailer, including any visible damage
Damage During Shipping or Delivery
If your order arrives damaged as a result of shipping, delivery or courier handling, please contact us within 3 days of delivery with the required photos and information outlined above.
Approved damage claims will be reviewed individually, and Just Simply XO will determine the appropriate resolution, which may include a replacement or store credit for the affected product.
We reserve the right to request additional photos or information before approving a claim. Claims submitted without sufficient photographic evidence may not be eligible for a replacement or store credit.
Damage After Delivery
Our candles are delicate and should be handled with care.
Damage resulting from improper handling, misuse, improper storage, failure to follow candle care instructions, or damage occurring after delivery is not eligible for store credit.
This includes damage that occurs while opening the product or removing protective packaging, including shrink wrap. Please use care when removing all packaging.
Product Issues
If you believe you have received an item with a manufacturing defect or there has been an error with your order, please contact us within 3 days of delivery with your order number and clear photos of the product.
We will review the issue and determine the appropriate resolution.
Other Products
For non-handcrafted products, we offer exchanges within 3 days of delivery.
To qualify for an exchange, the item must be unused, in its original packaging and in resalable condition. Proof of purchase, such as an order number, confirmation email or receipt, is required.
Certain products may be marked as final sale and will not be eligible for exchange. Any applicable exclusions will be indicated on the product page.
Thank you for choosing Just Simply XO and for supporting our handmade business.