FAQ's

Welcome to our FAQ page! Here, you'll find answers to commonly asked questions about our products and services.

For product-related inquiries, check out the highlighted section near the bottom of the page. If you can't find what you're looking for, our customer support team is ready to help.

Happy shopping!

ORDERS

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email us ASAP by clicking HERE with your order number and the updated address, as we are only able to make changes to your order if it has not yet entered the packing process.

Unfortunately we are also unable to change your shipping address from a CAD address to an International address, or from an International address to a CAD address.

Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

Can I modify/cancel my order after I’ve placed it?

Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

I received my order and it was damaged in the mail!

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. If you received an item that was damaged, contact us within 4 days of delivery . Send email HERE with photo's of damage and your confimation email.

Shipping

Who is our shipping provider?

We ship all our orders with Canada Post. When your order is shipped, you will be receive a tracking number to the e-mail provided.

Where is my package?

It's not a problem, your package is on its way! Tracking information for shipments can take a few days to be updated by our shipping provider.

Please allow up to 48 hours for tracking information to update. If you received a shipping confirmation on Friday or before a holiday, your order may not leave our facility until the end of the next business day. 

How long will it take for my order to arrive?

Shipping times can vary depending on where you live. 


Orders are usually processed within 5 business days. Due to increased volume during new product launches and holidays, orders may take up to 8 to 10 business days to ship. 


Shipping carriers may be experiencing additional delays due to the impact from COVID-19, so we aren’t able to guarantee delivery by an exact date.

Package has been delivered, but I have not received it

Please contact Canada Post / UPS with your tracking number.

Tracking is not Updating

Please allow up to 48 hours for tracking information to update. If you received a shipping confirmation on Friday or before a holiday, your order may not leave our facility until the end of the next business day. 

If your tracking is still not updating, please contact Canada Post. 

Will my package be charged delivery/customs/duty fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

Western Hive assumes no responsibility for customs/duty fees incurred. All fees must be paid by the parcel recipient.

Do you ship to....

We currently ship to Canada and the US.

If your country is not listed above , we are not able to ship there at this time.

Products and gift cards

A product I want to buy is sold out! Will it ever be back in stock?

We do our best to restock on sold out products whenever we can! However, there are times when we do not plan to restock (e.g. when the product is limited edition or discontinued). 

If the product is planned for a future restock, hit the ‘NOTIFY ME’ button on the product page and share your email to be notified when it’s back. Be sure to also sign up for our emails so you don’t miss any other restock announcements! 

I purchased a gift card, but haven't received it yet.

Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards can be used on all items online, never expire, and have no additional processing fees.

If you have not received an email with your gift card, please HERE for further help. We do not send out physical cards!

What can I use my gift card for?

Your gift card can be applied to your order*, including the cost of shipping. Afterwards, you can apply any remaining balance to a future order. Multiple gift cards can also be applied to a single order.

*Gift cards cannot be used to purchase another gift card.*

POLICYS

Privacy Policy

To read our privacy policy, click HERE.

Terms of Service

To read our terms of service, click HERE.

RETURNS & REFUNDS POLICY

To read our returns and refund policy, click HERE.

THE POCKET WICK

CARE & SAFETY

Always burn within sight.

Keep away from children and pets.

Keep the Pocket Wick free from debris and dirt.

Be sure to extinguish wick fully after use.

Handle with care when lit. Be sure to extinguish wick fully after use.

WHAT ARE THE INGREDIENTS IN THE POCKET WICK?

The Pocket Wick is made of locally sourced beeswax and hemp fibre.

WHY USE THE POCKET WICK?

You probably know the pain of accidently burning our fingers trying to light our favorite candles.

The Pocket Wick easily extends the flame away from your hands and gives you more time to light.

HOW TO USE?

SIMPLE.

  1. Slide the Pocket Wick out of sleeve.
  2. Un-Wrap and straighten the wick with your fingers to the desired length needed.
  3. Strike your lighter as you would normally do, but before touching your flame to anything you want to light, transfer that fire to your Pocket Wick

Be sure to extinguish wick fully after use.

IS IT EASIER TO LIGHT WOOD WICK CANDLES?

Yes it is! Wood wick candles typically need a constant flame for about 5 seconds light. This can use up a lot of butane quickly if your struggling.

The Pocket Wick is designed for a constant long burn and can easily light your candle.

WHAT ABOUT POCKET LINT?

Keep the sleeve on your wick when your on the go. The sleeve will protect and keep it clean from the debris and lint hiding in your pocket.

IS THE POCKET WICK WATERPROOF?

The Pocket Wick is water resistant. If your wick is submerged in water, remove excess water and light. Its a great fire starting accessory for your hiking pack.

CANDLES

CARE & SAFETY

To enjoy the unique sensory experience of your wood wick candle, follow these tips.

  • First, let the wax melt completely during the first burn, which takes about 2-3 hours. 
  • Use a long lighter or pocket wick to light the wood wick and hold it for 5-8 seconds to properly fuel the flame. 
  • Trim the wick to 1/4 inch before each subsequent burn, and limit the burn time to 2-4 hours. 

Wood wicks require extra care and patience.  For more tips, FAQ and troubleshooting see guide here.

WHAT ARE THE INGREDIENTS IN WESTERN HIVE CANDLES?

Western Hive candles are made from coconut soy wax, paraben-free and phthalate-free fragrance oils.

WHAT ARE THE BENEFITS OF WOOD WICKS?

Wood wicks contain no heavy metals, resulting in a cleaner burn. They are environmentally friendly, emit candle scents quicker, and create a crackling flame that your can hear.

WHAT ARE THE BENEFITS OF COCONUT SOY WAX?

Coconut soy wax is a premium candle wax that is environmentally friendly and will not release harmful toxins into the air.

HOW LONG DOES ONE CANDLE LAST?

8oz | 35 to 45 hours

WHY ISN’T MY CANDLE STAYING LIT?

If you're having trouble keeping the wood wick lit, trim the ashy end by gently breaking it after the candle has cooled with your fingers or nail clipper.

For more tips, FAQ and troubleshooting see guide here.

PAPER GOODS

WHO DESIGNS YOUR PRODUCTS?

Inspired by the western lifestyle, our founder Kim creates each of the illustations by hand with love and care.

WHOLESALE?

Please see more information here.

WHAT PAPER DO YOU PRINT ON?

Our greeting cards are printed are printed on 14pt premium cardstock.

ARE YOUR GREETING CARDS BLANK ON THE INSIDE?

Yes, there is tons of room for your message! Customize with complete freedom and create a unique and thoughtful gift.

I LOVE YOUR GREETING CARDS! BUT, CAN YOU MAKE THEM A DIFFERENT SIZE FOR ME?

Thank you! Our printing runs are 4 at a time. Therefore, we don't offer custom sizes or color for singular items at this time. Sorry about that!

WHERE ARE THEY MADE?

We design and print our greeting cards in Calgary, Alberta.

STILL NEED ASSISTANCE?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible.

Be sure to include your order number (if you have one).

CONTACT US