GENERAL INFORMATION: We are all concerned about internet viruses & worms, but please remember if you register and/or sign up for our newsletter, you must allow e-mails from to receive the newsletter and order delivery notifications! And - we will delete e-mails sent to us with attachments, unless you first e-mail us that you would like to send one.
We will not open e-mails sent without a subject. If you have recently sent a question(s) without a subject, please resend with a subject to receive a reply.
PRIVACY: Your privacy is very important to us. Information obtained at checkout and/or store registration is never shared with third parties. The only exception to this rule is individuals attempting to perpetrate fraud.
ALL GLASSWARE IS SUBJECT TO AVAILABILITY. Substitutions will be the same or larger size and basic design, but may be different color/clear, and/or different glassware shape/type. Embeds, sand color, paint & mica colors/textures, etc. may vary from what is shown in the pictures. Please remember that all items are handmade and will vary from candle to candle in appearance, and whether materials shown in the pictures are still available.
FRAUDULENT STORE REGISTRATION/ORDER PLACEMENT/PAYMENT METHODS: We regret that we even have to bring this subject up! Trying to obtain merchandise over the internet under false circumstances is no different than trying to shoplift at your local mall. It’s a crime! We have sophisticated, hidden trackers on this site. When such attempts occur, we have information about you and your location, that is now turned over to the appropriate authorities. Think twice before attempting illegal activity and harassment. And for all those sending us spoof/spamming emails, we KNOW they are all FAKE and FRAUDULENT, have forwarded them to the proper authorities, and will continue to do so. We reserve the right to refuse orders and store registrations to anyone.
About PAM DESIGNS and our products: Please take a look at the "ABOUT OUR PRODUCTS" CATEGORY to learn more about our candles,wax/gel tarts, soaps, body products, and air freshener products!
PRODUCT PACKAGING: All our products come either shrinkwrapped, bagged, or solid/clear gift boxed, with our label on the packaging(except for bath and body items), to allow for unobstructed enjoyment of the product. Candle instruction labels for glass/ceramic/pottery candles are attached to the bottom. Most floaters are not be individually available. They are available in boxed sets.
PAYMENT METHODS: -Visa, Mastercard, Debit Card, Discover, American Express, PayPal(credit cards, and electronic checks), Money Order, and Lay-a-way.. Please be advised that although your purchase may appear on your account the day after you buy, it takes 3 business days for your payment to clear into our account on direct credit card purchases! Sorry, no personal checks or COD for any orders. Payments by credit cards directly, or thru paypal are secure. .
Payment is expected at the time of order for CC/PayPal payments, and orders will be canceled immediately without it. There is a secure shopping cart, enabling you to make credit card and paypal payments at the time you place your order. Only verified PayPal payments are acceped for international orders. Orders paid by Money Order will be made and shipped after Money Order is received and clears.
Important Note: When placing a direct credit card payment order, you MUST enter your billing address and 3 digit security code from the back of your card. If you do not do this, we will immediately cancel your order.
SHIPPING: FOB Shipping Point.
We ship 7 days a week, October thru May; Monday thru Wednesday, May thru September.
We always combine shipments to save you shipping and insurance dollars!!! Shipping costs for all orders are based solely on package weight, with a minimal handling charge to help absorb the rising cost of packaging and shipping materials, labor and gas. Each product is input into the shipping calculator as if it's the only product you are ordering. We must do this to accomodate single product orders. If you are ordering multiple products and the shipping total looks enormous, please contact us first so we can quote you combined shipping cost. We recycle all shipping cartons we have that are in good condition.
We currently ship USPS Express Mail, USPS Priority Mail , and Federal Express ground and express overnight for USA and USA Territories. Please check for international shipping options.
We do use USPS flat rate boxes, but you must email us first before placing an order to see if your order will fit into a flat rate box. If you do not email first, you will be charged the normal rate, whether we ship in a flat rate box or not. There are no refunds if you do not email us first due to the charges associated with a refund. There are no exceptions to this policy.
We cannot accept responsibility for the length of time it takes for an order to reach you once we deliver it to USPS! All items are packed above shipper standards, but if you do not purchase insurance on any USPS Priority shipment, we cannot except responsibility for lost or damaged items! We offer insurance as an option so you can decide if you want to be charged the additional amount. Insurance is now available for purchase during checkout. Insurance will only cover those items in your shipment that are broken. USPS Express includes insurance.
If you wish Federal Express delivery please e-mail us first so we can approximate the charges for you(Federal Express delivery requires a custom order setup at this time). Federal Express delivery includes tracking and insurance. We no longer use UPS, as we have found their charges exorbitant, and their care of delicate items unsatisfactory.
Order Leadtimes: 2 weeks or less for all normal sized, non-customized orders. This may increase during periods of high volume ordering. Our products are made fresh to order when your payment clears, and yours is not our only order. I am a small homebased business working 7 days a week to produce high quality products, and I will not sacrifice quality to ship quickly. I strive to assure my products exceed your expectations.
PLEASE NOTE: Specifying 2 day Priority delivery does not mean you will have your products within 2 days! You must add your payment clearance leadtime(minimum of 2-3 business days beginning the day after you purchase)if paying directly by CC, the current shipping leadtime(shown at the top of every page on the site), and any listed product specific leadtimes; and take into consideration Holidays that fall within these leadtimes and/or severe weather conditions that effect shipping time. Please remember that we are a home based business, not a manufacturing plant, and all items are made fresh to order, and yours is not our only order. I am the creator of all products, and there’s a que for manufacture. Additionally, some products take additional time to create. All products go thru QC upon completion, and if they don’t meet our high standards of excellence, they are remade! Please take these points into consideration when ordering. If you have questions, or have a particular need date, PLEASE email us before ordering. Any candle supplier that can ship your product within two days isn’t as busy as they’d like to make you think, are not making their products fresh to order, are a drop shipper, or they are not a one man shop, period. We are committed to shipping your quality items as quickly as is possible.
Should you decide to cancel an order FOR ANY REASON, after 24 hours, there will be a 25% restocking charge on your products, and if your payment has already cleared, any associated credit card processing fees, before your refund is issued. If you order is partially made and includes painted or custom colored gel, additional costs may be incurred after evaluation of materials involved.
CUSTOM ORDERS: Custom orders are products where special arrangements have been made prior to ordering or products not shown on the site that begin with your idea/design. We gladly accept custom orders. Once design and price are agreed upon, a minimum 50% NON-REFUNDABLE DEPOSIT is required for work to begin, and the balance plus shipping ,before the order ships. When ordering a large quantity of a candle listed on our site, with a special color, shipping date, etc., we will set up a custom order for you to insure the shipping charges are correct, etc. This type order is essentially a normal order, and total payment is expected at order placement.
ORDER PLACEMENT: We accept orders thru the following methods:
- online thru the web store secure shopping cart, 24 hours, 7 days a
week, with or without store registration.
- by fax anytime (702)566-4334
- by phone 9 am - 5 pm, Pacific Time, Mon-Fri.(702)285-5083(EXCEPT
Holidays, vacations, and shut-downs)
RETURNS and REFUNDS: I am confident that you will be satisfied with your purchase! You should email any questions or concerns before order placement, as "item is not what I thought it would be" is not an acceptable reason for an item custom made for you when you purchase, to be returned. All our products are fresh to your specifications, except where otherwise noted, in a smoke/pet free environment of only the highest quality materials, safety and burn tested, and are securely packed. Returns are accepted if we have made an error in an embed/fragrance/color choice, or if you accidentally receive the wrong item. PLEASE be aware that if you have not specified a fragrance/color choice or , where applicable(such as wedding colors), specified a color but have not provided a color swatch by regular mail, you will receive the default choice for the item. Wedding orders with no swatch will be a shade within the color range, and this DOES NOT CONSTITUTE a fragrance/color error on our part. In the case of weddings, we supply hundreds of sample orders. We retain your shade for one month after shipping the sample order. If you do not notify us within that month that you will be placing your wedding order with us, we may not remember the exact shade we supplied to you. It is wise to notify us upon receiving your sample order if you will be placing a larger order at a later date. Returns will not be accepted if you had a question about the product and did not ask before purchase; if you do not specify color/fragrance, or other choices if available; if you did not follow use instructions; or if you change your mind upon receipt, so please make sure you really want to make the purchase. If there is partial damage to your shipment(multiple items), refunds will not be issued for those items that were not damaged, and damaged items will only be refunded by the shipping service. If you have purchased insurance, damaged items will be refunded by the Post Office, since the Post Office requires the items in the shipping box with shipping materials to issue a refund . You may replace damaged items by reordering those items. Soap, bath & body products, incense, and air freshener products may NOT be returned due to the nature of these products. AUTHORIZATION MUST BE RECEIVED FROM US PRIOR TO MAKING A RETURN. Said return must be requested within 5 days of product receipt. Only unburned products may be returned, using the same packing materials that were shipped to you. Any refund will be returned within 30 days of examination/testing of your product. If we made an error in your order, you will received a 100% refund of your purchase price plus the original & return shipping cost. Any other type refund we may issue that is order specific, return shipping is at customer expense. Shipping damage DOES NOT constitute a return/refund. If you chose a shipping method for your purchase that included insurance( Federal Express), save all shipping materials, and call them so they can view the item(in most cases). Please remember USPS Express is the only post office shipping method that includes insurance! For all other USPS shipping methods, insurance is an option you may choose - optional to offer you potential shipping savings. You must purchase insurance while placing your order for protection against loss or damage. If you purchase shipping insurance, please be careful when opening the box, as the shipping label printed online electronically includes your insurance receipt. You will need to keep the label, box, and shipping materials, as USPS requires that you take these to the post office so they can view and file your insurance claim.
NO packages are sent or accepted using COD shipping! Please do not ask!
WHOLESALE REQUESTS: We no longer sell wholesale, per se. The vast majority of our products are wholesale priced.
CATALOG REQUESTS: At this time, we do not have a catalog.