Our new site launched on December 7th, 2021, and we’re so proud to finally be able to share it with everyone! Of course, with any site launch, we expect to find some bugs here and there and it sounds like you may have run into one. Our programming team is working diligently to clear all of these up as quickly as possible, but we wanted to make sure to give you a few options that may help in the meantime.

 

"Shipping rates are being calculated"
If you see this message during checkout and your page does not allow you to progress further, please log in to old.candlescience.com and complete your order there.

 

“Order is in the wrong state” error:

We’ve found that refreshing the page can fix these errors in many cases. If that does not help, please try a different browser or use a private browsing mode (like Google Chrome’s Incognito mode, Firefox’s Private window, etc.) to complete your order. 

If this does not work, please log in to old.candlescience.com and complete your order there.

Please note that this error is unrelated to the address information that has been entered during checkout. 

"You could not be authenticated to perform this action."
Update 12/13/2021 5:00PM
Our programming team has fixed the underlying issue. Please refresh your page. Certain browsers, like Safari 14, or browsers with cookie-blocking/privacy plugins installed may continue to see these errors. 

Timeout errors when adding items to your cart
Update 12/09/2021 3:00PM
Our programming team has fixed the underlying issue. Certain browsers, like Safari 14, or browsers with cookie-blocking/privacy plugins installed may continue to see these errors. 

We’ve found that refreshing the page can fix these errors in most cases. If that does not help, please try a different browser or use a private browsing mode (like Google Chrome’s Incognito mode, Firefox’s Private window, etc.) to complete your order. 

If this does not work, please log in to old.candlescience.com and complete your order there.

 

“Order balance is not 0" error:
Update 12/09/2021 10:00AM
Our programming team has fixed the underlying issue. 

Password Resets/Login trouble:
Update 12/09/2021 7:00AM
Our programming team has fixed the underlying issue. However, if you are seeing a 500 error or 422 error when trying to use the link provided in a password reset email, please refresh your page. Additionally, please make sure that if you have requested multiple password reset emails, you are always using the most recent email we send to you. 

Accessing tracking information:
Update 12/09/2021 7:00AM
Tracking information is now visible in the My Account section of the website. You can find your tracking information by selecting the order you're interested in tracking and then clicking the tracking link below the items included in each shipment. Thank you for your patience!


Please note that our Support team is unable to take any orders or payments over the phone. If you are experiencing any issues that prevent you from being able to check out, please try visiting old.candlescience.com. If you are still unable to place an order there, please let us know and we’ll be happy to help in any way that we can!


As always, thank you for being a CandleScience customer, and thank you so much for your patience as we work out the final kinks on the site. 

-The CandleScience team