FAQs

General

Where are your products manufactured?

We’re headquartered in Covington, Kentucky—just 8 miles south of downtown Cincinnati, Ohio where our manufacturing platform first began. All of our products are manufactured and shipped directly from Covington, Kentucky.

What are your hours and how can I reach Customer Service by phone?

We look forward to helping you! You can reach our Customer Service Team by calling 1-800-837-7477 during our standard business hours. Our standard business hours are Monday through Friday from 7:30am EST to 4:30pm EST.

Is Atkins & Pearce ISO certified?

Yes, A&P is ISO 9001:015 registered! You can access our current ISO Certification at this link. If you have additional questions regarding our ISO Certification, please contact our Sales & Marketing Team here. Please indicate your specific questions or concerns in your form submission.

How do I create an account?

If you are interested in creating an account to purchase items we currently have available for sale online please follow this link. You will need to enter your email address to register and a link to set a password will be sent to your email. Your personal data will be used to support your experience throughout this website and for other purposes described in our Privacy Policy.

Otherwise, if you are looking to purchase items not yet available online, please contact our Sales & Marketing Team here. Please indicate what you are interested in purchasing in your form submission. Our team will guide you through the process and send you the necessary forms for new account establishment! Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I’m interested in a particular item, how can I get a quote?

We look forward to helping you! If you need a quote request please contact our Sales & Marketing Team here. Please provide an item description and desired quantity for the item you are looking to purchase in your form submission. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

How do I determine the Minimum Order Quantity for a specific item I want to purchase?

If you are looking for Minimum Order Quantity information, please contact our Sales & Marketing Team here. Please indicate what you are interested in purchasing in your form submission. Our team will guide you through the process and send you the details regarding the Minimum Order Quantity. Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

How can I obtain REACH and RoHS documentation for something I have purchased?

You can find that information in our Regulatory Compliance Statement here.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I have an open order with A&P, how can I check the status and/or obtain tracking information?

If you are interested in verifying the status of an online order please note that once an order is confirmed, you will receive a shipping confirmation email. In this email, you will have access to a tracking link that provides shipping updates up until the point of delivery. If you didn’t receive a shipping confirmation email from an online order or have additional questions, please contact our Sales & Marketing Team here. Please indicate your Order # in your form submission.

Otherwise, if you are looking for updates on an open order that was not processed online, please feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team. You can also contact our Sales & Marketing Team here but please include Order # and Company Name in your form submission.

I have an open order with A&P and need an expedite, how do I go about that?

If you already placed your order, please contact our Sales & Marketing Team here. Please indicate your order confirmation number and company name in your form submission. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Do you sell candles?

We are a wick manufacturer and thus do not manufacture the other components of candles (containers, packaging, wax, etc.). At the moment, we only sell our Wick Sample Kits online.

If you are looking to purchase items not yet available online, please contact our Sales & Marketing Team here. Please indicate what you are interested in purchasing in your form submission.

Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Do you currently offer the Candle System Optimization service?

We are temporarily not offering the Candle System Optimization service because we’re investing time on resources for our customer’s orders. However, we would be more than happy to help with some wick recommendations for your burn testing process. It will be helpful for us to know the type of candle system, wax, and diameter of the candle system you’re using. Please contact our Sales & Marketing Team here. Our team will review your request and contact you as soon as possible with wick recommendations based on the description provided in the form submission.

Do your wicks have lead in them?

Zinc Core wicks made by Atkins & Pearce are not lead alloys, they are zinc. According to the US Consumer Product Safety Commission, a lead-cored wick is defined as a wick containing a metal core with greater than 0.06% lead weight in the metal. Atkins & Pearce Zinc Core wicks have a maximum lead content of 0.004%, which is well below the US Consumer Product Safety Commission’s standard 16CFR 1500.17 (a) (13).

Lead is a naturally occurring element so we cannot state that our wicks are completely free of lead. However we have found consistently through regular testing that our wicks have no detection of lead. We ensure all our wicks are safe for our customers.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

What is the flame height or wax pool for a certain wick?

Please review our downloadable datasheets for each specific wick family to find the guidance you need to discover the flame height or wax pool for certain wicks.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Why does my wick give off spoke when burning?

If your wick is giving off heavy smoke when burning, we recommend you trim the wicks to ¼” before lighting and avoid drafts. If your wick is smoking, it could be that your wick is too large. We would recommend sizing down two sizes and retesting your candle system.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

What is the recommended length to trim the wick and how often should I trim?

We recommend trimming your wick to ¼” every four hours.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

How do I determine the flame height or wax pool for a specific wick?

We have technical data sheets and rate charts available for all of our wick product families on our website. This is meant to serve only as a guide for our customers to assist them in wick selection. Final wick selection should always be confirmed through the customer’s own testing process to determine if the wick selection is the right choice for your desired flame height and wax pool goals.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Online Orders

Can A&P ship online orders outside of the US?

Yes, we can ship to more than several countries worldwide. Currently, we can ship to: Canada, Czech Republic, China, Vietnam, Thailand, Poland, Italy, India, France, South Korea, Sri Lanka, Australia, United Kingdom, Germany, South Africa, Taiwan, Finland, Singapore, Malaysia, Slovak Republic, Spain, Malaysia, Mexico, Belgium, Barbados, Trinidad & Tobago, Ireland, Sweden, Turkey, Philippines, and Puerto Rico.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Will I have to pay international taxes and duties for online orders?

Your order may be subject to import duties and taxes, which are determined depending on the delivery country. These fees will be calculated during your checkout process. We recommend contacting your local Customs office for questions regarding specific amounts and/or percentages.

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

What currency am I buying in for online orders?

It is currently only possible to purchase in US Dollars through our website. 

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

What payment methods does A&P accept for online orders?

We accept a variety of payment methods for online transactions including PayPal, Visa, Mastercard, Amex, and Discover. 

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Is my payment information and data secure?

Your payment details are not stored by us during the pre-purchase or post-purchase process. Our team has set up safety measures to ensure your information is safe and secure! Please visit our Privacy Policy to learn more information.

To learn more about our online buying Terms of Use please visit this link. For questions regarding our Terms & Conditions for transactions made with our Customer Service Team (not online) please visit this link

Does A&P offer any discount codes for online purchases?

We offer sales and promotions as often as we can and these will always be announced through our email communications. If you are interested in receiving our email communications, please contact our Sales & Marketing Team here.

I placed an order but never received an email confirmation, what should I do?

If it has been more than 24 hours since online order placement and you have not received an email confirmation please contact our Sales & Marketing Team here. Please indicate your order confirmation number (provided at check-out) in your form submission. Our team will review your order and provide a confirmation email as quickly as possible!

We also recommend you check any Spam or Junk folders within your account to ensure the confirmation email did not end up there. Order confirmations will deliver from sales@atkinsandpearce.com. Shipping and delivery confirmations will deliver from tracking@shipstation.com.

Otherwise, if you placed an order with a representative from our Customer Service team (not through our website) please call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance on the order confirmation and status. 

I placed an order online but need to make a change, what should I do?

We understand mistakes happen! Our team with do our best to work with you to solve the issue – please contact our Sales & Marketing Team here as soon as possible! We will do our best to act fact and correct any issue(s) we’re able to adjust but please know we are not able to guarantee any changes after the order has been submitted and successfully confirmed.

If you are looking to edit your shipping address, please know this can only be adjusted during processing phase before the package leaves our facility. If the package has already departed our facility, we recommend you contact the shipping carrier (UPS) to see if they are able to offer a re-routing service. Please note that this will require a fee from the carrier.

If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

 

I placed an order online, when will it deliver?

It is our promise to process and ship within 2 business days of successful order transaction. As far as shipping time once the package has left our facility, there are a few options for you to choose from! We offer free ground shipping (3-4 business days) on all domestic orders to the contiguous United States, however buyers can choose a faster option for additional fees–those being 2nd Day Air or Next-Day Air (both through UPS).

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

My online order is showing a “delayed” status, what does this mean?

A “delayed” status is likely due to shipping carrier issues. Usually, shipping carriers will notify you via email if your package is expected to deliver late. If your order has been stuck on a “delayed” status for more than two weeks, please contact our Sales & Marketing Team here and indicate the tracking and order number in your form submission.

Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Why was my online order cancelled?

Some situations come up where cancellation is the best option to save you time and additional issues. If your order is canceled, you payment form will not be charged.

Some common scenarios for an order cancellation are (but not limited to) the following: the item is out of stock, there could be an error in your billing and/or shipping information, your payment was declined, or you could be using an older browser which is no longer supported. Please contact our Sales & Marketing Team here as soon as possible if you believe your order was wrongfully cancelled. Please indicate the order confirmation number in your form submission and our team will review the error and get back to you with a solution as quickly as possible!

If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I received my order, but one item is missing. What should I do?

Oh no – we apologize for any inconvenience this has caused! If you notice that one item is missing, please contact our Sales & Marketing Team here. Please indicate your tracking and order number and specify the missing items in the form submission. One of our team members will contact you as soon as possible to discuss the next steps and rectify this issue.

My online order arrived in damaged packaging, what should I do?

Oh no – we are very sorry to hear that! We want to help try to remedy this; please contact our Sales & Marketing Team here and indicate your tracking and order number in the form submission. Our team will guide you through the process to resolve this as quickly as possible! 

If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

 

What should I do if my online order is lost or stolen in transit?

If you suspect that your package was stolen or lost, please contact your local post office and provide them with your tracking number and request a package location status. We also recommend you check with your neighbors for more information in the meantime. If you are not able to solve this issue, please contact our Sales & Marketing Team here and indicate your tracking, order number, and shipping address in your form submission.

If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I received my online order but would like a refund, what should I do?

To be eligible for a return, your item must be in the original packaging and same conditions that you received it and the request must be submitted within 14 calendar days from the delivery date.

To generate a return request, please contact our Sales & Marketing Team here and indicate your order number and reasoning for the refund request in your form submission.

If your return request is approved, we will initiate a refund to your original form of payment (not including shipping charges) once our team has received and inspected your returned package. Please keep in mind that shipping fees are non-refundable; you will be responsible for paying your own shipping costs for the return. Cost of original order shipping will be deducted from your refund amount. Credit return to original form of payment will depend on your issuer’s policies but typically appears within a few business days.

If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

Can I customize a Wick Sample Kit?

If you are interested in customizing a Wick Sample Kit, please contact our Sales & Marketing Team here. Please indicate what wick types, sizes, and quantities you are interested in purchasing in your form submission. Our team will review your request and do our best to assist you with a customized kit if possible.

How many wicks come in each Wick Sample Kit?

Our Wick Sample Kits include a variety of 10 sizes for a total of 100 pieces (10 pieces/wick size). Currently we offer kits that allow users to test a variety of sizes within our six leading wick series: Aroma-Lite®, Helix™, HTP™, Cotton Core™, Paper Core™, and Bleached Square™. 

If you have additional questions, please contact our Sales & Marketing Team here. If you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I’ve tested my Wick Sample Kit that I bought online and want to order specific type(s) of wick now, how do I go about that?

Great news, we love to hear that you’re satisfied with one of our Wicks! Please contact our Sales & Marketing Team here and indicate what specific type(s) of wick you are interested in purchasing in your form submission. Our team will guide you through the process and send you the necessary forms for new account establishment! Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.

I’ve tested my Wick Sample Kit that I bought online but none of the wicks work for my application, can you help?

We hate to hear that you haven’t had success finding the right wick and would be happy to help! Please contact our Sales & Marketing Team here so we can learn a bit more about the specifics of your particular wick application and offer some alternatives or other recommendations. To do so, it’ll be helpful for our team to know (1) what type of candle system you are using, (2) what type of wax you’re using, and (3) what the diameter of your candle system is. Please include this information in your form submission.

Additionally, if you would prefer assistance over the phone, feel free to call 1-800-837-7477 during our standard business hours (Monday through Friday 7:30am EST – 4:30pm EST) for assistance from our Customer Service team.