Products and Manufacturing


Why is my candle showing signs of "tunneling?"

If the wick (or wicks) have burned down into a small crevasse, this is called “tunneling”. This typically occurs when the wick has been trimmed too short or the candle did not burn for 2+ hours after opening. As the wick burns over multiple uses (but does not burn long enough to melt the wax evenly) it will "tunnel" and will inevitably be smothered by the surrounding wax. To solve this problem, pay attention to the wick before it burns too low. If you have caught the problem in time you can burn without trimming the wick until the melt has balanced. “The bigger the wick, the bigger the burn.”


Why is there excess liquid on top of my candle?

If there is a small collection of liquid at the top of the candle (typically before it has been lit) this is called “leaching”. This occurs when the candles have fluctuated in temperature and the oil begins to rise to the top. As we use naturally derived materials, this is also perfectly natural. You can simply wipe the excess oil off the top and smooth out any imperfections before lighting. If this occurs after the initial lighting, you can pour out any liquid to maintain a consistent burn.


How long will my candle burn for?

Each size of our candles differ in burn times. The easiest way to calculate how long your candle will last is to account approximately 5 hours of burn time per each ounce of wax.

  • 14oz: 80+ hours
  • 10oz: 60+ hours
  • 4oz: 20+ hours


Why does the wax look discolored?

We add UV inhibitor to all of our wax products to help prevent any discoloration. As we use naturally derived oils, and 100% soy wax, discoloration is perfectly natural, although not ideal. Certain oils will affect how quickly the wax can start to turn in color. Vanilla + Citrus oils tend to color the wax more than others over time.   


How can I remove Room + Linen Spray residue from glass surfaces?

While our Room + Linen Sprays are great for cleansing any space, sometimes they will leave a residue on mirrors, windshields or other glass surfaces. The best technique is to use a strong isopropyl alcohol (70% or more) to remove the initial residue. Follow with a glass cleaner to finish!


What is in your candles?

Our candles are all hand-poured using 100% US-sourced soy wax. We use 100%, lead-free cotton wicks and our fragrances are a proprietary blend of essential and fragrance oils. Our products are 100% phthalate and paraben free and are created and tested with the utmost care.


Orders and Tracking


Will I receive a tracking number? 

All orders placed in the U.S. and Canada will receive tracking, it will automatically be sent to the email provided at checkout.

What is your shipping policy?

Redwood & Co. makes every effort to ship your order in a timely manner. We generally ship orders within 5-7 business days but at peak times (holidays, sales, etc.) this may take longer. Items ship via USPS, UPS, or FedEx and typically arrive within 2-5 business days, though the actual transit time may vary and is out of our control. We are a small family-owned business and sincerely appreciate your patience with any delays! 

If you have a rush order, please contact us via email at hello@redwoodand.co to notify us. We can not guarantee a rush order will be accepted, but we will make every effort to get you your order as soon as possible.

How can I pay?

We currently accept Paypal, Afterpay, and Credit/Debit card payments. 


Do you offer returns/refunds?

You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. All items from our SALE section are final sale and not eligible for returns. To begin a return, please contact us at hello@redwoodand.co so we can provide you with the return shipping address and confirm that your purchase is eligible for a return/refund. Please see our full refund policy for more details: https://shopredwoodandco.com/policies/refund-policy


Can I cancel my order?

All orders are shipped out as quickly as possible, but if you are able to get in contact with us before your order is shipped, then we can cancel it. We cannot guarantee any cancellations.

What should I do if my order is lost or damaged? 

Redwood + Co. has partnered with Route to provide customers with an option for protection against loss, theft, and damage. Purchase Route shipping protection at checkout to receive quick and easy service for problems that may rise along your package's journey to your door. 

If you do not purchase Route protection at checkout and believe the shipping carrier has lost your item, you must contact the carrier. Once a package has left our facility we are unable to provide any information about its whereabouts. Redwood + Co is not responsible for any lost or stolen shipments if Route protection is not purchased at time of check out.