Shipping & Delivery

Last updated: September 26, 2026

Contact info@pruneme.com within 30 days of delivery for unused candle returns. We’re a small studio, and every order is packed by hand with care. Below is what to expect from checkout to doorstep—plus what to do if something goes sideways in transit.

Please, if you ever have questions, email us at info@pruneme.com. We’re happy to help.

Processing Time

Processing time: Orders typically ship in 1–2 business days (excluding weekends and holidays).

Processing includes: order verification, careful packing, label creation, and carrier handoff.

Peak periods & launches

During launches, holiday volume, or unusually high order activity, processing may take longer.

If we anticipate delays, we’ll do our best to note that on the product page, at checkout, or via an email update.

Order changes and cancellations

If you need to correct an address, change an item, or cancel an order, email info@pruneme.com as soon as possible.

If your order has not been processed or shipped yet, we’ll do our best to help.
Once an order has shipped, changes may no longer be possible.

(We can’t guarantee changes after purchase because packing/labels move quickly once the order enters fulfillment.)

Shipping Rates & Methods

Shipping options and rates are shown at checkout. Rates may vary based on weight, package size, destination, and carrier pricing.

If free shipping is offered, any minimum thresholds or special conditions will be displayed clearly during checkout.

Tracking & Shipping Confirmation

When your order ships, you’ll receive a shipping confirmation email with tracking.

Tracking updates

Please allow up to 24 hours for tracking to populate and update after a label is created. It’s normal for a package to show limited scans early on—especially around weekends or peak carrier volume.

If you don’t receive a tracking email:

Check spam/promotions folders
Search your inbox for “Pruneme” or “tracking”
Then email us and we’ll resend it

Delivery Time (Transit)

Delivery time: Transit times vary by carrier, service level selected, and location. Any delivery dates shown at checkout are estimates provided by the carrier and are not guaranteed.

Common factors that can affect delivery:

severe weather or natural events
holiday surges and regional carrier volume
route changes or mis-scans
access limitations (apartments/mail rooms/locked gates)

We pack quickly; carriers deliver on their own schedules. Even when something is delayed, we’ll still help you troubleshoot.

Address Accuracy

Please double-check your address at checkout—especially apartment/unit numbers, building names, and correct ZIP codes.

If you notice an error after ordering, email info@pruneme.com immediately.

If the order has not shipped, we may be able to update it.
If the order has already shipped, address changes are often not possible.

Returned packages due to address issues

If a package is returned to us because the address was incorrect or incomplete, re-shipping may require an additional fee. We’ll contact you when it arrives back to us and provide next steps.

Carrier Delays, Missing Scans, and “Stuck” Tracking

Delays: Once a package is with the carrier, delivery delays are outside our control—but we’ll always help you troubleshoot.

If tracking hasn’t updated

Before assuming something is wrong, please try this (it solves most cases):

Wait 24–48 hours for the next scan
Check again after a weekend/holiday (carriers sometimes pause scans)

If it still looks stuck, email us and we’ll help investigate.

Marked “Delivered” but Not Received

Sometimes carriers mark a package “delivered” slightly early or leave it in an unexpected place.

If tracking shows “Delivered” but you don’t have it:

Check around your home (porch, side door, garage, mailbox, shrubs)
Ask neighbors/building staff/mail room attendants
Wait up to 24 hours (mis-scans often resolve)
Then email info@pruneme.com and we’ll help you with next steps

Lost Packages / Shipping Claims (How We Handle It)

If a package appears genuinely lost in transit, we’ll help you determine the best path forward.

Depending on the situation, next steps may include:

opening a carrier investigation/claim
confirming address details and delivery scans
replacement or refund decisions consistent with carrier outcomes and our policies

Because carriers control the delivery network, final outcomes sometimes depend on carrier investigation results. We’ll be transparent and kind throughout the process.

Damage in Transit (We’ll Make It Right)

If your order arrives damaged, email info@pruneme.com within 48 hours of delivery. Please include:

your order number
photos of the shipping box (including the label)
photos of the packing material
photos of the damaged item(s)

The more detail you provide, the faster we can help.

Do not discard packaging immediately

Please keep the shipping box and packing material until we resolve the issue—carriers sometimes require documentation during claims.

Heat & Seasonal Considerations (Candles + Transit)

Candles can be sensitive to temperature during shipping.

Warm weather

In high heat, wax may soften or look slightly uneven. If this happens:

let the candle rest at room temperature
avoid lighting until it’s fully stable again
this typically does not affect performance.

Cold weather

In cold conditions, wax may contract slightly or look frosted. Let the candle come to room temperature before burning.

Shipping Restrictions

Some items or destinations may have restrictions due to carrier rules or local regulations. If we cannot ship to a particular address or region, we’ll notify you and refund the order if needed.

Contact

Questions, address fixes, delivery confusion, or damage support:

Email: info@pruneme.com

If you’re emailing about an existing order, include your order number for the fastest help.