OOooooOOoohh, sending a prezzie?
Don't worry, we got you covered! By adding gift wrapping to your order we'll make sure:
-there's no prices anywhere
-the gift will be wrapped all pretty
-your package contains a gift note (enter that into the notes at checkout)
-order will still ship super discreet!
If you're sending the entire order as a gift, we recommend you input your email and their shipping address at checkout. That way you'll be in the loop of when your gift is delivered. Beware of autofill!
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 :)
Do you ship in discreet packaging?
Use this to answer some common questions you hear from your customers. You could discuss product details, size fit, shipping policies, or anything you think would help merchants make an informed decision about your products. This section will appear across all products.
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
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.
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:
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.
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.
Frequently asked question
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.
Please be careful when choosing your shipping address! We will not send complementary replacement items or refunds for items marked as delivered. If an item is delivered and is stolen, it is not our responsibility to replace the item unless the item is insured. Please have all items shipped to a safe address and please buy the extremely affordable insurance we offer!
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 you have 30 days to contact us so we can make it right
Due to Apple’s new changes to their acceptable use policy we cannot accept payments via Apple Pay. We apologize for any inconvenience this may cause! You can still complete your payment with a debit or credit card or through Sezzle!
If you have any more questions email: firstname.lastname@example.org!
Please keep in mind we are humans too and we want to help you! Please no rude, demanding,
and unkind emails :)
You can expect a response in 1-3 business days! Weekends are not business days!
Please don't send multiple messages about the same issue!