TLDR: YES!
All orders ship discretely in brown boxes or pink envelopes with a return address for our sister store, A Shop of Things! Packages are shipped via USPS and include tracking!
All sales are final once an order has been processed and shipped. Once an order has been shipped, it cannot be canceled, returned, or refunded.
If you have an issue with your order, feel free to email help@ashopofthings.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 :)
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.
If you need to update your address before your order ships email help@ashopofthings.com with the correct address ASAP! We'll do our best to make any changes before your order gets packed.
Please be careful and double/triple check your shipping address at checkout! We cannot be held responsible for tracking or refunding packages sent to the wrong address. If you would like us to re-ship your package to the correct address we ask you cover the cost of shipping ☺︎
If your packages has been returned to sender, please email help@ashopofthings.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.
You have 14 days to re-claim your order from the date it was returned! After 14 days, we are no longer obligated to hold onto or refund your order <3
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 have Redo insurance you can file a claim for a lost package here.
We are not responsible for lost, missing, or stolen packages.
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed.
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!
Yes!
We do not offer free shipping on international orders. Shipping costs are calculated at checkout based on your location and order size.
If you are ordering from outside the U.S., your country’s customs office may charge additional import duties, taxes, or fees before delivery. These charges are the responsibility of the recipient. We recommend checking with your local customs office to understand potential charges before placing your order.
More often than not, we see our orders clear customs without issue. We are not responsible for customs policies that prevent the clearance of our orders. We cannot be held responsible for shipping costs on orders that have failed to pass customs.
Once an order has been packed it cannot be canceled or refunded. Send us an email at help@ashopofthings.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 15% restocking fee (minus the cost of shipping) to cover the cost of processing the transaction both ways. We are a small business and this is the best we can do!
Link to file a claim with our shipping insurance provider Redo :)
Oh no! Hang on to all of your packaging materials and the unused item(s) and send an email to help@ashopofthings.com with a photo and description of the issue and we will assist you ASAP!
If your order is covered by Redo Package Protection that is available at checkout, a claim must be filed with photos of the damaged package and item(s), no later than 30 days from when the order was marked as delivered to your address.
If your order is not covered by Redo, a claim must be filed with USPS and we will happily assist with you any details required!
Please keep in mind most of our inventory is handmade and may contain slight variations in color, finish or shape. This is the charm of handmade items!
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. 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 Redo, or at our help desk via email at help@ashopofthings.com!
**If you did not purchase shipping insurance, please reach out to USPS directly to file a claim.
Link to file a claim with our shipping insurance provider Redo :)
Redo is our trusted package protection partner! Redo is able to offer support on orders that are lost, stolen, or arrive damaged! This way , with Redo applied to your order, you're supported, no matter what :)
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, Redo!
We know how frustrating it is to have something happen to your order, so we’ve partnered with Redo to offer added assurance that you’re supported, no matter what <3
Insurance does NOT cover issues resulting from entering an incorrect address, used merchandise or for a return to sender package.
We can only replace/refund broken or lost orders if the customer has purchased insurance.
Domestic (US-based) 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.
For international orders: we don't have an estimate as there are several variables that can cause these shipments to have a longer journey before they find their new home. You can read more under our international shipping info!!
We do not offer store pickup for online orders. Sorry!
We accept all major credit cards and an additional option to split payments via Sezzle is available at checkout. At this time we are unable to accept any prepaid cards, nor can we accept apple pay or paypal due to the nature of the goods we sell.
Our digital gift cards can only be used online and are not interchangeable between A Shop Of Things and Burning Love.
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 :)
PLEASE READ THE PRODUCT DESCRIPTION CAREFULLY! There's usually tips on how to clean the piece you purchased :)
We also put together a page of instructions and videos, you can check it out here!
Oh noooooo!!! Unfortunately, our insurance provider doesn't cover cases of Kitty Cat Carelessness, awwww!
BUT if it's any consolation, we can send your frisky felon to the Kitty Clink!
Just reach out to help@ashopofthings.com with a pic of your cute lil prisoner and their crime and we'll get them booked in the slammer. We're sure they'll be having inmate playdates in no time!
P.S. If ever you're interested, you can also opt in to donate to The Last Prisoner Project with each purchase as well! We already donate a portion of each sale, but you are always welcome to add an extra amount to help free cannabis prisoners <3
Cannabis justice for everyone!
If you have any questions or concerns please feel free to contact us at help@ashopofthings.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!
We dooooo! Send an email to wholesale@ashopofthings.com for more information. :)
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