FREQUENTLY ASKED QUESTIONS
Welcome to Lights Off. Below you’ll find answers to frequently asked questions. If you have a question that isn’t answered here, please email hello@lightsofflife.com. We are here for you!
SUBSCRIPTION
Why is Lights Off a subscription business?
We believe in the power of repeated small moments to develop supportive rituals for rest and restoration. Subscribers receive a pair of seasonal candles, plus access to new audio guidance, every 3 months, at the start of each season.
When will my credit card be charged?
When you sign up for your subscription your credit card will be charged $130 (plus applicable sales tax) for the first season. By placing your subscription order, you agree to the Terms of Service & Privacy Policy and will be charged the auto-renew price of $130.00 per delivery, on the subscription renewal dates, outlined below, unless you skip or cancel a delivery.
When will my subscription renew each season?
When you first subscribe, your first delivery will typically be processed within 1-3 business days, and arrive 2-5 business days after it has been processed. After that your subscription will renew on the below renewal dates, and you'll receive a new pair of seasonal candles plus access to new audio guidance.
Spring 2024: March 5
Summer 2024: June 5
Fall 2024: September 5
Winter 2024: December 2
Can I skip a delivery or pause or cancel my subscription?
Absolutely! When you login to your account you can skip your delivery for any season prior to the renewal date, and you can pause or cancel your subscription anytime. Our goal is always to give you the best experience possible that meets you where you are.
CANDLES
What are your tips for candle safety and candle care?
For candle safety,
(1) Never leave a burning candle unattended.
(2) Keep candles out of reach of children, pets, or anything that might catch fire.
(3) Place the candle on a heat resistant, stable surface before lighting.
(4) Keep the wax pool clear of wick trimmings and debris.
(5) Stop burning your candle when only 1/2" of wax remains. (Then you can reuse the glass vessels!)
For candle care,
(1) Avoid burning your candle for more than 3-4 hours at a time.
(2) Each time you light your candle, allow the wax to melt completely to the edge, to prevent tunneling of the wax.
(3) Trim the wick before you relight it.
Can I buy an individual candle or not do a subscription?
At this time, candles are exclusively sold in pairs as part of The Seasonal Candle Subscription. We believe in the power of repeated small moments when it comes to building supportive rituals for rest and restoration. That’s why we send you two in each delivery— consider your candle needs covered for each season.
Are your candles clean, safe and cruelty free?
Yes! Our candles are hand-poured in the U.S. with a soy-coconut wax blend and high quality, non-toxic fragrance oils. We never test on animals.
Can I sample the scents of the candles before subscribing?
At this time, we do not have samples of the candles or our fragrances available. Each candle is formulated to integrate with your experiences of rest and restoration. We hope you’ll give it a try and let us know your feedback at hello@lightsofflife.com.
AUDIO GUIDANCE
How do I access the audio guidance?
Subscribers will receive a QR code in each shipment to access the custom audio guidance that pairs with their candles. We recommend saving the page on your device for easy access each time you settle in to rest and restore.
Who do I reach out to if I'm interested in being a featured artist or teacher that creates audio guidance for Lights Off subscribers?
We'd love to hear from you! Please reach out to hello@lightsofflife.com.
GIFTS
How will I know when my gift recipient has received their gift?
Tracking information for a gift purchase will be sent to the gift sender. You'll receive an email notification when it has been delivered.
What if the person I’m gifting to doesn’t like the scent?
It is our priority to make sure you, and your gift recipient, enjoy your Lights Off experience. You or the gift recipient may email us at hello@lightsofflife.com.
SHIPPING
Where do you ship?
Lights Off ships to the 50 states and Puerto Rico. Please expect longer delivery times if shipping to Hawaii, Alaska, and Puerto Rico.
When will my order ship?
Orders are typically packed and shipped within 1-3 business days, excluding holidays. Please allow for additional processing time around major holidays. As soon as your order ships you’ll receive a shipment notification email with a tracking number.
When will I receive my order?
Once your order has been packed and shipped, the standard transit time for all orders is 2-5 business days.
How do I track my order?
You will receive tracking information to your email when your order has been processed. Please allow 48 hours for tracking to update.
What do I do if a product arrives damaged?
We are so sorry about this! Please reach out to hello@lightsofflife.com within 7 days of delivery, with a photo of your damaged product, so we can process a replacement order.
Returns, Exchanges and Refunds
We care about your Lights Off experience. If a product was damaged during delivery or you are not satisfied, please email us at hello@lightsofflife.com. We do not currently process returns or exchanges.