FAQ

Everything you need to know about our candles, vessels, and brand.

Orders & Shipping

We prepare and package orders within 1 to 2 business days. Shipping typically takes 2 to 5 business days depending on your location.

You'll receive an email confirmation with a tracking number once your order has been dispatched.

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.

Yes. We offer free standard shipping on all orders over $75.

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 we cannot guarantee changes once an order has been confirmed or prepared for shipping.

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.

Returns & Exchanges

We make things right through exchange or replacement rather than refunds.

If you would like to swap for a different scent, email us at hello@altroute.co within 15 days of receiving your order. The candle must be unlit, unwarmed, and in sellable condition. You cover return postage on preference exchanges.

For anything damaged, wrong, or not performing as it should, email us within 15 days and we will replace it at no cost to you.

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.

We know buying fragrance online is a 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.

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.

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.

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.

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

Yes. 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 will discuss what we can put together for you.

Wholesale is something we are working toward.

If you are interested in carrying Alt Route in your store, reach out at hello@altroute.co and let’s start a conversation.

The Candles

Our candles are made with a blend of coconut, soy, and apricot wax, paired with carefully selected fragrance oils.

Our fragrance oils are phthalate-free and paraben-free. Our current oils do not require a California Proposition 65 warning.

No paraffin. No dyes. No unnecessary additives.

Full details on our Ingredients page.

Our 12 oz wicked ceramic candles burn for approximately 50 to 60 hours.

Our 5 oz wickless ceramic candles are designed for use with a UL-listed candle warmer lamp. Warm for no more than 4 hours at a time. Warm time will vary depending on the warmer, room conditions, and how often the top
layer of wax is refreshed.

The Travel Loop Discovery tins burn for approximately 25 to 30 hours each when burned in shorter sessions.

Our wicked candles use cotton wicks, selected for each vessel and wax blend.

A well-matched wick helps create a steady flame, an even melt pool, and a consistent burn.

Yes. Our fragrance oils are phthalate-free and paraben-free. Our current oils do not require a California Proposition 65 warning.

We review supplier safety information and current fragrance classifications before selecting oils for Alt Route. Fragrance standards evolve, and we pay attention to those changes rather than making broad claims that may not stay accurate over time.

We recommend enjoying your candles within 12 months of purchase.

Over time, fragrance can fade, particularly if a candle is stored in direct sunlight or heat. Keep your candle somewhere cool, dry, and out of direct sunlight to help it stay at its best.

Natural waxes are exactly that: natural.

Minor color variation between batches is completely normal and can happen without synthetic dyes or color additives.

Each candle is slightly unique.

A wickless candle is a candle made without a wick. Instead of being lit, it is warmed from above using a UL-listed candle warmer lamp.

It gives you fragrance without an open flame.

Place the 5 oz ceramic vessel on a stable, heat-resistant surface and use it with a UL-listed candle warmer lamp. Always follow the warmer manufacturer's instructions.

Warm for no more than 4 hours at a time. Warmer strength and room conditions vary, so start with shorter sessions and adjust within that limit.

When the top layer of fragrance begins to fade, allow the wax to cool fully, then carefully remove the cooled top layer before warming again.

Do not add a wick or place a wickless candle near an open flame. Not for use with wax melt warmers.

Yes. Wickless candles need a UL-listed candle warmer lamp, sold separately. We do not currently sell one.

The Vessels

Our 12 oz wicked candles and 5 oz wickless 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 Discovery Set are reusable too, perfect for storing small things once the candle is finished.

That is the intention.

Our ceramic vessels have a second life as planters, desk organizers, bathroom storage, jewelry dishes, or whatever your next loop calls for.

For ceramic vessels, remove any remaining wax before cleaning. Pour a small amount of boiling water into the vessel to loosen the wax. Once cooled, lift the solidified wax out and wash with warm soapy water.

For The Travel Loop Discovery tins, freeze for two hours, pop out any remaining wax, and wash with warm soapy water.

The most sustainable choice is the one you keep.

Ceramic is not accepted by most curbside recycling programs, which is exactly why we chose vessels designed to be reused rather than discarded.

An object worth keeping is more sustainable than a recyclable one that ends up in landfill anyway.

We recommend stopping your burn when approximately 1/2 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 afterward.

The Brand

A Loop is the shape an experience makes. Six moments, in the same order, every time.

The Travel Loop is Loop 01.

To understand the full framework visit The Loop.

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 arrives.

How can I get in touch?

For press inquiries, influencer programs, giveaways, and collaborations, get in touch at hello@altroute.co.

Email us at hello@altroute.co or use the form below. We read and respond to every message.

Still have questions?

We'd love to hear from you.