FAQ
Orders & Shipping
When will my order arrive?
We prepare and package orders within 1-2 business days. Shipping typically takes 2-5 business days depending on your location. You'll receive an email confirmation with a tracking number once your order has been dispatched.
Can I expedite my order?
Yes. Expedited shipping options are available at checkout. If you've already placed an order and need to upgrade shipping, email us at hello@altroute.co and we'll do our best.
Do you offer free shipping?
Yes. Free shipping on all orders over $75.
Can I change my order after placing it?
Email us at hello@altroute.co as soon as possible. We can sometimes make changes within a few hours of an order being placed but cannot guarantee changes once an order is confirmed.
Do you ship internationally?
Currently we ship within the US only. If you'd like to see Alt Route ship to your country, let us know at hello@altroute.co — it helps us understand where to go next.
Where are your products made?
Every candle is hand-poured in Easton, Pennsylvania. We are a women-owned small business and everything is made right here in the US.
Returns & Exchanges
What is your return policy?
We make things right through exchange or replacement rather than refunds.
We offer free exchanges on all orders as long as the candle has not been lit, warmed, used, or damaged and is still in sellable condition. Email us at hello@altroute.co within 15 days of receiving your order, and we will get it sorted.
In the rare case we genuinely cannot resolve it, for example if something is out of stock and we cannot replace it, we will of course refund you.
What if I don't love the scent?
We know buying fragrance online is leap of faith, which is exactly why we created The Travel Loop Discovery Set.
Six small tins let you experience the complete loop before choosing a full-size candle, or several.
If you have already bought a full-size candle and have not lit it yet, we are happy to exchange it for another scent in the loop, just reach out within 15 days. If you have already burned it and it is not working for you, tell us a little about what you were hoping for and we will point you toward the moment that might suit you better.
What if my candle isn't performing the way I expected?
Tell us. If the scent throw is faint, the burn looks off, or something just is not right, email us at hello@altroute.co with your order number and the batch number printed on the base of the candle.
The batch number tells us exactly which pour it came from, which helps us make it right for you and check the rest of that batch. We will sort out a replacement.
What if my candle arrives damaged?
Sometimes things happen in transit.
Email us at hello@altroute.co with a couple of photos of your unboxing experience and your order number within 15 days of receiving your order.
We will issue a one-time replacement free of charge. Please safely discard any broken merchandise.
What if I received the wrong item?
We are sorry. We are only human.
Email us at hello@altroute.co with a photo of what you received and your order number, and we will fix it as
quickly as possible.
What if my order never arrives?
Sometimes a package stalls in transit or goes missing along the way.
If your tracking has not moved in a while and your order has not reached you, email us at hello@altroute.co with your order number. Once tracking confirms the package is lost, we will
send a one-time replacement free of charge.
We will always do our best to get your loop to you.
What if I entered the wrong shipping address?
It happens. The sooner you tell us, the more we can do.
If your order has not shipped yet, email us at hello@altroute.co right away with your order number and the correct address, and we will update it before it goes out.
Once an order has shipped to the address provided at checkout, we are not able to reroute it, and a replacement order would need to be purchased. Please double-check your address before you complete your order.
Bulk, Wholesale & Gifting
Do you offer corporate gifting or large orders?
We love the idea of Alt Route candles marking a meaningful moment for your team, clients, or guests. Get in touch at hello@altroute.co and we'll discuss what we can put together for you.
Do you offer wholesale?
Wholesale is something we're working toward. If you're interested in carrying Alt Route in your store, reach out at hello@altroute.co and let's start a conversation.
The Candles
What are your candles made from?
Our candles are made from a natural proprietary blend of coconut, soy, and apricot wax with CleanScents Plus certified fragrance oils. No paraffin, no phthalates, no parabens. Full details on our [Ingredients page].
How long do your candles burn?
Our 8oz candles burn for approximately [X] hours. Our 5oz candles burn for approximately [X] hours. The 4.5oz tins in The Travel Arc Sample Set burn for approximately 25-30 hours each.
What are the wicks made from?
Our wicks are 100% natural cotton, chosen for a clean, consistent burn with minimal soot.
Are your fragrances free of phthalates?
Yes. We use CleanScents® Plus certified fragrance oils exclusively, tested and certified free of phthalates, carcinogens, mutagens, reproductive toxins, skin sensitizers, and restricted materials.
Do the candles have a use-by date?
We recommend burning your candles within 12 months of purchase. Over time the fragrance can fade, particularly if stored in direct sunlight or heat. Keep them somewhere cool and dark and they'll stay at their best.
Why does the colour of my candle vary slightly between batches?
Natural waxes are exactly that — natural. Minor colour variation between batches is completely normal and a sign that no synthetic dyes or additives have been used. Each candle is slightly unique.
The Vessel
What are the candles housed in?
Our full size candles come in ceramic vessels, chosen deliberately. Ceramic is durable, beautiful, and designed to be kept long after the wax is gone. The tins in The Travel Loop Sample Set are equally reusable — perfect for storing small things once the candle is done.
Can I reuse the vessel?
That's the intention. Our ceramic vessels have a second life as planters, desk organizers, bathroom storage, jewelry dishes, or whatever your next loop calls for. When your candle is finished, freeze it for two hours, pop out any remaining wax, and wash with warm soapy water. The most sustainable choice is the one you keep.
Can the vessels be recycled?
Ceramic isn't accepted by most curbside recycling programs, which is exactly why we designed our vessels to be reused rather than discarded. An object worth keeping is more sustainable than a recyclable one that ends up in landfill anyway.
Why is there wax remaining at the bottom?
We recommend stopping your burn when approximately half an inch of wax remains at the base. Burning beyond this point can cause the vessel to overheat. The remaining wax also makes it easier to clean and repurpose the vessel afterwards.
The Brand
What is a Loop?
A Loop is a complete emotional cycle — the recurring pattern that underlies every significant human experience. The Travel Loop is Loop 01. To understand the full framework visit The Loop.
Will there be more Loops?
Yes. The Travel Loop is just the beginning. Future loops are already in development. Join our email list to be first to know when the next Loop drops.
How can I get in touch?
Use our Contact form below or email us at hello@altroute.co. We read and respond to every message.
Press, collaborations and partnerships?
For press enquiries, influencer programs, giveaways, and collaborations, get in touch at hello@altroute.co.
How can I get in touch?
Email us at hello@altroute.co or use the form below. We read and respond to every message within one business day.