Most Frequently Asked Frequently Asked Questions:
All sales are final! Please double check your order before placing it. 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!
- 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!
- Please note that a majority of our products are made of glass which is breakable and delicate! We cannot be held responsible for how you treat your glass after it is safely delivered to your address.
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 pending holds from each time the payment gateway tried to "ping" your account.
Before placing your order, double and triple check that the details you’re entering match what’s on file with your bank! This will help you avoid having multiple holds on your account :)
Pending meaning the charge has not gone through.
(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 2-10 days depending on your account!
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.
My item arrived damaged/broken!
Oh no! Hang on to all of your packaging materials and the unused item(s) and send an email to email@example.com with a photo and description of the issue and we will assist you ASAP.
If your order is covered by Route Package Protection that is available at checkout, a claim must be filed with photos of the damaged package and item(s), no later than 15 days from when the order was marked as delivered to your address.
Need to file a claim? File here
Please keep in mind most of our inventory is handmade and may contain slight variations in color, finish or shape. Please be forgiving, this is the charm of handmade items!
If your item has a small manufacturing flaw that does not affect the design or the function of the product, it is not eligible for return or replacement. All inventory goes through a quality inspection before shipping so rest assured that this is an unlikely situation. If anything was damaged during shipping please reach out to us!
I need to update my address!
Email firstname.lastname@example.org 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 email@example.com 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 at our warehouse.
If the package was returned and you would like us to re-ship, we ask you cover the cost of shipping.
You have 30 days to re-claim your order from the date it was returned! After 30 days, we are no longer obligated to hold onto your order <3
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.
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 refer to the email that was sent to you via our Shipping Insurance provider Route, or at our help desk via email at firstname.lastname@example.org!
**If you did not purchase shipping insurance, please reach out to USPS directly to file a claim.
Purchased Route's Package Protection and looking to file a claim for a shipping issue online? File here!
How do I get help with a product I purchased in-store?
We'd love to help you with this! Please stop by our store so our sales associates can help make it right <3
From out of town? Please email our help desk at email@example.com and we'll help you out ASAP :)
What is Route Insurance?
At checkout, you have the option to affordably insure your package in the event it's lost in transit, stolen, or arrives broken through our insurance provider, Route!
We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what <3
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here!
Purchased Route's Package Protection and looking to file a claim for a shipping issue online? File here!
If your order arrives damaged, you'll be asked to provide photo documentation of the broken piece as well as the packaging to assist with claims. Order Issues for damaged items must be filed within 20 days of the delivery date.
After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps.
If your tracking information stops updating, a lost package claim must be filed no sooner than 7 days after the last tracking update for United States domestic shipments, and 20 days for international shipments.
Insured packages that are lost, arrive broken, or have been stolen will be eligible for a replacement piece, a gift card for store credit, or a refund back to the card that was used at checkout after an investigation with Route is complete.
Need to file a claim? File here!
Insurance does NOT cover issues resulting from entering an incorrect address, or for a return to sender package.
We can only replace/refund broken or lost orders if the customer has purchased insurance.
When should I file a claim with Route?
Lost - (Package is stuck in transit)
The issue must be filed between 2 and 60 days after the estimated delivery date.
If there is not an estimated delivery date:
Domestic: The claim must be filed between 7 and 30 days from the last shipping update.
International: The claim must be filed between 20 and 30 days from the last shipping update.
Stolen - (Package was marked as delivered but was not received)
The claim must be filed between 5 and 20 days from when the order was marked delivered.
Damaged - (Package damaged in transit)
The claim must be filed with photos of the damaged package and item(s) no later than 20 days from when the order was marked delivered.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a claim for a shipping issue!
You can also file a claim for a shipping issue on Route’s app or website. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Where is my order?
When will my order ship?
Orders placed before noon EST typically ship the next day, but please give us 2-7 business days to get your order out. We only ship during business hours Monday through Friday (9-5).
If you are placing multiple orders and would like for them to be combined, please let us know!
You'll receive an email with your order information, and a separate email with tracking once your order has shipped. If you don't see it after a few days check your *sPaM FoLDeR*!
**If you do not see your confirmation email in your inbox or spam folder, please reach out so we can help you locate your order!
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add Package Protection at checkout. By adding Package Protection to your cart, you're automatically taking instant climate action – no donation required.
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!!
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 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.
Do you offer local pickup?
Yes! Orders can typically be picked up the next day from our warehouse in Madison, TN or at our brick-and-mortar located in East Nashville, TN!
The address for our Madison, TN warehouse is:
1249 Northgate Business Pkwy
Madison, TN 37115
The address for our East Nashville, TN brick-and-mortar is:
3239 Gallatin Pike
Nashville TN 37216
Send us an email once your order has been placed, and we will refund the shipping and give you pick up instructions <3
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 firstname.lastname@example.org 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.
If you are wanting to remove/add something to your order, please let us know and we will happily assist you before canceling the order!
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 15% 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 email@example.com with photos of the unused items, the packing slip that came with your order, as well as all packaging materials.
Burning Love cannot be held responsible for replacing or refunding orders containing items that are smaller than expected. Keep this in mind while reading dimensions in all of our product descriptions!
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 from Burning Love 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 firstname.lastname@example.org :)
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?
We dooooo! Send an email to email@example.com :)