Most Frequently Asked Frequently Asked Questions:
All sales are final! Once an order has been shipped, it cannot be canceled, modified, or refunded.
- If your shipment is lost or was marked as delivered, please reach out to your local post office first!
- Burning Love cannot be held responsible for tracking or refunding any orders sent to the wrong address, or for replacing stolen packages. Please be careful when choosing your shipping address!
- If your payment was declined, check that your billing address matches what's on your credit card account. Our payment gateway only accepts payments with information that matches billing exactly :)
- If there are any problems with your order, please contact us within 30 days so we can make it right!
I need to update my address!
Email email@example.com with the correct address ASAP! We'll do our best to make any changes before your order ships.
If your order has already shipped we are not responsible for tracking or refunding any packages sent to the wrong address. Please be careful and double/triple check your shipping address at checkout!
My package was returned to sender!
Please email firstname.lastname@example.org with your order number and the correct shipping address!
Once your package arrives back at our warehouse we can either reship it or refund your order minus the cost of shipping and a 15% restocking fee. We cannot reship or refund orders until they arrive back.
If the package was returned due to an error in the address the customer is responsible for the cost of shipping it again.
If the original address was correct we will cover the cost of reshipping to a different address.
You have 30 days to re-claim your order from the date it was returned!
My order was marked as delivered but isn't here!
Occasionally packages get marked as delivered and end up arriving days later. Be sure to check your porch, neighbors, apartment offices, etc.
If a few days have passed, reach out to your local post office. (Don't call the 1-800 number, you'll be on hold for hours!) Google "post office" in your zip code and call their direct number. You can also speak with your mail carrier or leave a note.
If you did not add shipping insurance we are not responsible for lost, missing, or stolen packages.
Can you give more more detailed tracking info?
We have the exact same tracking information you do!
If your package is lost or delayed your best option is to reach out to your local post office.
My tracking has stopped updating!
Sometimes USPS misses a scan which results in inaccurate tracking information and delays. The good news is packages do usually arrive!
If the tracking hasn't been updated for a week please email us. If you did not purchase shipping insurance please reach out to USPS directly.
I was charged multiple times!
This probably happened because your card was declined one or more times – what you're seeing on your account page are holds from each time the payment gateway tried to "ping" your account.
(It's like when you swipe a debit card to pump gas – they'll place a temporary hold first to make sure there are funds in the account)
The good news is these aren't actual charges so they just drop off of your account automatically, usually after a day or so!
If no order/payment went through we have nothing to cancel or refund, please contact your bank/card issuer to see when the funds will be available to you.
Do you ship in discreet packaging?
We do! Our items are shipped in brown boxes or pink envelopes with a return address for our sister store, A Shop of Things!
Does Burning Love ship internationally?
Yes, we do! Right now we can ship to North/South/Central America, Australia and Europe.
Please keep in mind there are still major international shipping delays due to COVID, sometimes over 6 weeks!
International orders are shipped via USPS and are typically handed off to your local postal service for final delivery. Once the package leaves the United States the tracking may stop updating or be marked as "delivered."
Once an international order has left our warehouse we are unable to make any changes and are no longer responsible for your package.
You may be required to pay customs fees to receive your package – these are completely out of our control and are the responsibility of the buyer.
We ask that you consider the following before placing an international order:
1. We absolutely CANNOT ship lighters or matches outside of the US. Any international orders placed with either will be canceled and refunded minus a 20% transaction fee.
2. Please double and triple check your shipping address before placing your order. We cannot make any changes once your order is shipped, and international orders are not eligible for refund/replacement if lost.
When will my order ship?
Orders placed before noon EST typically ship the next day but please give us up to 72 hours to get your order out. We only ship during business hours Monday through Friday (9-5).
You'll receive a separate email with tracking once your order has shipped. If you don't see it after a few days check your *sPaM FoLDeR*!
How will my order be shipped?
All orders ship via USPS First-Class or Priority Mail and include tracking!
We do not offer expedited shipping at this time!!
What is shipping insurance?
At checkout you have the option to affordably insure your package in the event it's lost in transit, broken, or stolen.
You'll be asked to provide photo documentation to assist with claims. Insured packages that are lost, broken, or stolen will be eligible for a refund/replacement after an investigation is complete (For Lost packages this is typically 20 days after the package was marked as shipped.)
Insurance does NOT cover issues resulting from entering an incorrect address.
We can only replace/refund lost, broken, or stolen orders if the customer has purchased insurance.
How long will it take my order to arrive?
Orders are typically in transit for 2-5 business days once shipped, however with current delays at the post office some packages take much longer, so please be prepared for this. We do not guarantee any shipping times. Please note transit time does not include the time it takes to prepare and ship your order from our warehouse
Do you offer local pickup?
Yes! Orders can typically be picked up the next day from our warehouse in Madison, Tennessee
Send us an email once your order has been placed so we can refund the shipping and give you pick up instructions.
Returns and Exchanges
What if I want to cancel my order?
Once an order has been shipped, it cannot be canceled or refunded. Send us an email at email@example.com ASAP and we'll do our best to try and cancel the order before it ships out, but can't guarantee an order can be canceled once it's placed.
Please be sure you want to make a purchase before clicking submit!
If we are able to cancel your order, it is subject to a 20% fee to cover the cost of processing the transaction both ways. We are a small business and this is the best we can do!
What's the return / exchange policy?
All sales are final once an order has been processed and shipped.
If you have an issue with your order feel free to email firstname.lastname@example.org with photos of the unused items and packaging materials.
If there are any problems with your order you have 30 days from the day the package is marked as "delivered" to contact us so we can make it right :)
What's the best way to clean glass pieces?
We put together a page of instructions and videos, you can check it out here!
I can't get my lighter to ignite!
Check out our butane troubleshooting page!
None of our lighters ship with fluid or butane and will need to be filled. It's illegal to ship flammable goods so we ship them empty!
Unsure if your lighter takes butane or lighter fluid? Check out the product description :)
A Shop of Things
What is A Shop of Things?
Can I use my gift card from A Shop of Things on Burning Love?
Not at this time, they are two separate shops!
Can I combine my order with my order from A Shop of Things?
If we receive your email before your order ships out we absolutely can!
Please send us an email once you place both orders.
Get in touch
I still have a question! How can I contact you?
If you have any questions or concerns please feel free to contact us at email@example.com :)
We will respond ASAP, usually within 1-3 business days. If you don't hear back after 3 business days check your spam folder. Please do not DM us on instagram! We are a small business so please be patient with us!
Please do not reach out via Instagram DM or comments!
Do you offer wholesale?
For some items, yes! Send an email to firstname.lastname@example.org