Black Tote Bag
Q: What does Tribe & Oak mean?
A: Our name was derived to represent our values. Tribe represents our commitment and participation to our community. Oak represents strength, being rooted, and our strong connection to nature.
Q: What type of products do you use?
Q: Why do you use wooden wicks for your candles?
A: We use wooden wicks from FSC certified wood, which means that it comes from a responsibly managed forest that provides environmental, social, and economic benefits. Besides the fact that wooden wicks are a sustainable material, they will consume your candle at a slower rate and burn for a longer period of time. The added bonus is the crackling sound as the wick burns, it makes you feel like you are by a campfire.
Q: I have burned my candle and it's a bit bumpy on the top. Why?
Q: Why do you use coconut soy wax?
A: In our research, we wanted to be mindful of our environmental impact, as well as using materials that are safe for pets and humans. We discovered that paraffin wax was derived from petroleum, oil, and slate and wasn't sustainable. Although beeswax is a natural wax, it isn't vegan, so we decided that wasn't the best material for us. We decided on a Coconut- Soy wax blend that we make ourselves. This was important to us so that we could control the blend percentage and get the best quality product using sustainable materials. It produces a clean burn, so you don't have to worry about soot ruining your furniture. It has a superior scent throw, which means you can produce long-lasting and strongly scented candles that are sustainable and healthy for our families.
Q: Why do you offer two candle sizes?
Q: How do I recycle my glass candle jars?
A:Wash in warm water with grease fighting dish soap very well. Make sure to remove all wax and wax residue from the inside and outside of the glass. After the glass is clear, allow
Q: What is the lifespan of your products?
A: Because our products are all natural, we encourage customers to use them within a 6-month time period. All of our hand-crafted products are made without added chemicals.
Q: What is a fragrance throw?
Q: Do you sell in stores?
Q: I am interested in wholesaling how may I contact you?
A: The first step is to visit our contact us page and fill out our contact form.
Q: Where is my package?
Please note that we typically ship within 1-5 business days of receiving your order. If you have not received a shipping confirmation within 2 weeks of placing your order, please email us at firstname.lastname@example.org. We have partnered with Route and it allows you to visually track all of your online orders in real-time with shipping updates to keep you in the loop throughout every part of your delivery. This added protection plan is available to you at checkout.
Q: I am missing part of my order, what do I do?
We are a small business and take great care to pack every order carefully. If you are missing any parts of your order then we made a human error and we apologize. Please contact us at email@example.com within 3 days of receipt of the order and we work to remediate this situation.
Q: The weather is really hot, will my package be ok?
A: When we package all orders, we tightly pack to prevent breakage and we use added reflective bubble wrap in the warmer months or when sending items to warmer regions. For all of our products, we want to be sure that the customer receives our top-quality items in perfect condition. Unfortunately, we can't control the weather, so please note that our Coconut Soy wax used in our candles has a lower melting point than some other waxes. Be warned that this is an uncontrollable risk when purchasing ANY soy and/or coconut blend candles in higher temperatures. It would be best for the receiver to try and be home on warm days to reduce the risk of the package sitting in the heat for a long period of time. For all other products, please just give it a light shake and store at room temperature upon receipt.
Q: What is Route?
A: Route is premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. You will contact them directly for all claims and they will handle the situation on your behalf.
Q: What if my order never arrives or is stolen?
A: Tribe & Oak is not responsible for any packages after they have been shipped. If your package is lost or stolen you will need to contact UPS or USPS directly. If you have chosen Route protection at checkout you can easily file a claim for any lost, stolen, or damaged packages. They will handle the situation on your behalf.
Q: How do I file a claim for my lost, stolen or damaged order?
A: If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a claim. Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
If your order has defects or you suspect it was damaged, please reach out to us within 3 days of receipt at firstname.lastname@example.org and we will be happy to work with you to remediate the situation.
You can contact us via email at: email@example.com. Emails will be answered within 48 hours between the hours of 10am EST to 4pm EST on weekdays. If you contact us on weekends or holidays, please kindly wait until the next business day for a reply.
IMPORTANT: Please double check your address before checking out!
Make sure it is correct and not missing any pertinent information for delivery including apt or unit #. We love offering affordable and in some cases free shipping, however, if a delivery error is made due to incorrect/insufficient address we are unable to fix on our side. Please note that we do not currently ship to P.O.Boxes. Because we are a small business, we cannot modify or cancel orders after payment confirmation.
The above are processing times and do not account for the time the package is in transit. Priority Mail is typically delivered within 1-3 business days. UPS Ground usually takes 1-5 business days. You will receive a shipping notification with tracking information once your order leaves our studio.
We send most international packages via UPS.
International packages may be subject to customs, duties or other fees that are calculated by country. You can see the total landed cost at checkout. The customer is responsible for paying any and all customs duties and fees. International packages may be delayed by customs. Unfortunately, we at Tribe and & Oak have no control over these circumstances.
For added security we have partnered with Route insurance who will cover you from lost, damage, or stolen packages. If you do not purchase insurance, you will have to file a damage claim with us at firstname.lastname@example.org within 3 days of receipt. We are not responsible for any packages after they have shipped, any lost or stolen packages will have to be claimed directly with the shipper.