New Customer FAQ Why does my bundle cost more in my Shopping Cart than it is listed on the website? -- Click to see answer.
The price shown for bundles on our website is the lowest possible cost. However, when you are choosing your products, for the bundle, certain items will cost more. When selecting your product you will see a "+" sign along with an amount if that product is going to cost more. This is found mostly in warmers, oils, and diffuser bundles.
What if I need help logging into my account? -- Click to see answer.

If you go to countryscentscandles.com and then click on "My Account" you will be able to log in with your email and password OR register as a new customer.

If you are having problems logging in to your account please be sure are entering your email and address correctly. Sometimes depending on what internet browser and what browser version you are using, that could possibly be a reason your not able to log in. So we recommend trying to log in with a different internet browser if you believe you're entering your information correctly.

If you forget your password you can click on the forgot password link in order to receive an email so you can reset your password. Please be sure to enter the password EXACTLY as you receive it. We recommend that you copy and paste to make sure you are entering the new password correctly.

Once you are logged in you can change your password to something else if you would like.

Can I text customer service and create a support ticket? -- Click to see answer.

Yes. All you need to do is send a text message to 502-281-4357 and it will create a support ticket for customer service. You can also call us at that same number or create a support ticket through clicking the green "HELP" button on our website.

We ask that if you're sending a support ticket via text that you would include your name, order ID, Party ID and as much information as you can in order for us to best resolve any issues you may be having.

When are you going to restock? -- Click to see answer.

We restock candles and tarts every day as they are made in house. However, we do not have as much control with warmers, animals, oils, etc since they are not made here at corporate. It gets very busy certain times of the year and we only put on the site what we have in our warehouse. We are working extremely hard to keep things stocked at all times and as we continue to grow we will continue to improve. 

How do I get in contact with customer service? -- Click to see answer.

Customer Service is open Monday through Friday 7:00am - 3:00pm,. You can call or text us at 502-281-4357 and talk to a live representative.

If you text, call, or submit a ticket please provide us with your name, order ID, party ID, and as much information as possible so that we can efficiently help you resolve any issues you may be experiencing.

You can also create a support ticket by going to our website and clicking on the green help button that pops up in the bottom right hand of our website. First you will need to search to see if your question is already answered in our FAQ. If you can not find your answer you will be prompted to send us a message.

If you want to go straight to submitting a ticket you can visit our Knowledge Base FAQ which can be found at https://countryscentscandles.zendesk.com/hc/en-us. At the top right hand corner of the page you have the option to "Submit a request" or "Sign in". If you register your email and then sign into our Knowledge Base FAQ you will be able to keep track of previously submitted tickets along with the ticket status.

How do I add my order to a party? -- Click to see answer.

There are 3 ways to add your order to a party before checking out.

You can go to the Party URL provided by the consultant, click "Shop Now", and anything you add to your order will be applied to the party.

The other way is to go to the consultant's store where the party was created, add the items you want for your order, go to your shopping cart BEFORE checking out and you will have an option to select a party you want your order to be applied to.

If you already submitted your order you can log into your account and go to "Purchases" in order to update your order to a party. As long as the order was purchased after the Party Start Date and before the Party End Date then this option will be available.

Customer Service can also update orders to parties but must receive a ticket, phone call, or text message from the person who placed the order.

What is the corporate office phone number? -- Click to see answer.
Our phone number is 502-281-4357 and you can call or text us, whichever is easier for you. Our hours of operation are Monday through Friday 7:00 am to 3:00 pm EST.
Why does my card keep declining? -- Click to see answer.
If your payment is being declined, more than likely there is a problem with the billing details not matching what the bank has on file with the card being used. Please make sure everything is accurate with the billing details as well as the card number, expiration date, and the CSV number on the back.
How do I clean the wax out of my warmer? -- Click to see answer.

Just turn on your warmer in order to melt the wax. You can pour melted wax into a disposable container or pour the wax into the original packaging for reuse. Use a paper towel to wipe out the warmer lid.

We recommend waiting 5 minutes after shutting off to let the warmer cool down before removing the wax. The bulb can get hot so do not recommend touching the bulb or changing the bulb out until after the cool down 5 minute period has been reached.

Do we ship to other countries besides the US? -- Click to see answer.
No. We currently only ship to 50 states.
What if I need a password reset? -- Click to see answer.

If you forget your password you can click on the forgot password link in order to receive an email so you can reset your password. Please be sure to enter the password EXACTLY as you receive it. We recommend that you copy and paste to make sure you are entering the new password correctly.

Once you are logged in you can change your password to something else if you would like.

New Consultant What are the benefits of soy wax? -- Click to see answer.
Soy wax provides a much cleaner burn that does not include carcinogens, toxins, or pollutants so they are less likely to trigger allergies. You will not get petrol-carbon soot like you get from petroleum-based paraffin candles. Our soy wax is FDA approved and kosher certified. Soy candles last much longer than paraffin candles of the same size and soy wax is biodegradable which benefits our environment. Soy wax candles also hold the scent from essentials much better which allows a gradual scent release providing a more enjoyable atmosphere.
Can I add my social media links to my consultant store? -- Click to see answer.

Yes. Log in to your account, go to "Edit My Account", and you will be able to add your social media links to your CSC consultant store. Here you can also upload a picture, update your name, and email address.

Can I be tax exempt on my personal orders? -- Click to see answer.

Yes, if you can send us a copy of your Resellers Certificate we can add you to the tax exempt list. Each state is different on how to obtain a Resellers Certificate, each state is different regarding filing taxes, and you would need to contact a local CPA or state Department of Revenue in order to find out more information. 

Can I change my store URL? -- Click to see answer.

Yes. If you log into your Back Office you can find "My Info", "My URL", and then under that you can find "Rep Since - ______ " and there you can find the link "Change My Url" to click on. 

When creating your store URL remember you can only use letters, digits, dashes and underscores. 

Can I make my own samples? -- Click to see answer.

Yes, you can make and sell samples that you create but you MUST add a disclaimer that states you are an independent consultant with us and that the samples created are not a CSC product. We can not give advice on pricing.

An example disclaimer - "Used melted wax sample from CSC product. The size, shape, and pattern is my creation."

There is an attached picture of a label for Scent Samples created by an Independent Consultant. More labels can be found in the CSC Consultant Corner Facebook group.

Can I order under another consultants store? -- Click to see answer.

No. If you would like to help out another consultant you will have to order from their store under a customer account.

Can I sell on Amazon, eBay, or Etsy? -- Click to see answer.

Yes. You can sell on 3rd party websites but you must have the product in your possession before you can sell it on any of these sites. 

Also, you will need to send your Amazon, eBay, or Etsy store URL to us in order to sell on 3rd party sites.

Can I sell specific products while removing others from my store? -- Click to see answer.

Yes. You will need to log in to your consultant account, go to "Edit My Account", scroll to the bottom and you can select/unselect the products you wish to sell.

Do I have to enter my SSN for the W9? -- Click to see answer.

You have to enter your SSN or your business tax ID in order to receive commission payouts through Paypal or convert your commission to a voucher.

We need this for tax purposes and if you transfer over $599 in commission, to your PayPal account, throughout the year we will send you a 1099 for you to file taxes with. We still need your SSN or business tax ID even if you have not earned over $599 in commission. Converting commission to gift vouchers does NOT count toward the $599.

If you need to update or change your W9 information you can go to your E-Wallet and click on "Change my W9 information".

Do I need to collect sales tax from my customers? -- Click to see answer.

We are currently collecting taxes from over half of the 50 states (trying to have all 50 done by the end of this year) so our consultants do not have to worry about it. If you would like to collect taxes on your own then we would need a copy of your resellers certificate. Each state is different on how to obtain your resellers certificate.

Do you have a fundraiser program? -- Click to see answer.

No, we do not currently have an official CSC Fundraising Program but we are discussing the idea. Right now many CSC Consultants are hosting their own. We can not give advice on pricing, incentives, etc but if you join the CSC Consultant Corner Facebook group you can ask other consultants how they run theirs. 

You can also download other consultant created Fundraising order forms from the CSC Consultant Corner.

Does my e-store come with a kit? -- Click to see answer.

Your free e-store does not come with a kit but you can start posting your store URL and start making money. Once you have created your free e-store you will have access to the Consultant Store and you will be able to purchase kits as well as other consultant only items.

We would encourage you to get plugged into the "CSC Consultants" Facebook group and you can also find us at https://www.facebook.com/countryscentscandles/. There you can get in contact with other consultants close to you as well as talk to other consultants about tips, parties, share graphics, and more.

How do I become a consultant? -- Click to see answer.

We would love to have you as a part of the Country Scents Team! All you need to do once you're signed up as a customer is click on the Consultant Signups tab, add 1 free E-Store to your cart, checkout, and complete the process by choosing your store URL. Be sure to get plugged into the CSC Consultants Corner Facebook group, to get in contact with other like minded consultants like yourself, and start building your business!

How do I update my PayPal email address? -- Click to see answer.

If you go to your E-Wallet and then click on "here" where it says "Review your payment options here" you will be able to review or change the PayPal email address you want to use.

If you are having a hard time finding the commission payment you transferred from your E-Wallet then verify the email address in your Back Office is correct. If the email is correct then call or send us a ticket so we can help you track down your commission payment. If the email is incorrect then you can update the email address, call or send us a ticket, and we help you track down your payment.

Is there a discount for bulk orders? -- Click to see answer.

We do not offer any additional discounts for product at this time. However, we do offer a shipping discount on orders that weigh over 150 lbs. 

Is there a quota? -- Click to see answer.

You need to make a purchase of any amount (melts, aroma beads, etc) once every quarter to remain an active CSC Consultant. Failure to meet quota will cause your CSC Consultant account to be disabled and you have 7 days after that to make a purchase before your account is terminated. For example, if your quota is due to be met by August first, you have until August seventh to submit a ticket to pay your one purchase and reinstate your CSC Consultant account.

New consultants quota will not start until the next quarter. For example, if a new consultant signs up in January, February, or March their quota would not start until April.

If you do not call or send in an email to reinstate your account with your purchase, your account will be terminated, and your downline will roll up to your upline.

If you do not contact us to claim earned commission left in your account balance within 30 days after your account has been terminated then any commission left in your account will be forfeited. 

What are the "Sell Through Categories" -- Click to see answer.

If you log into your BACK OFFICE, select "Edit My Account", and scroll to the bottom of the page you can find your "Sell Through Categories". 

If you do not want to sell a particular section then you can click on the box in order to remove the option from your page. You and customers will not be able to see this section for as long as it is checked. 

Where is my Back Office? -- Click to see answer.

Once you sign up as a consultant all you need to do is log in to your account and once you are logged in that will be your Back Office. There you will have access to your downline, marketing materials, the option to change your URL, and much more. 

Can I add a picture to my account? -- Click to see answer.

Yes, once you log into your BACK OFFICE you can select "Edit My Account" in order to add a picture, add social media links, update your billing account information, and more.

Shipping What if my order is "Returned To Sender"? -- Click to see answer.

If your order is returned to us, we will convert your order to a gift voucher (minus shipping charges)and email you the gift voucher number.

If your order is in "Transit" on the way back to us then we can reship the order back out but you will need to purchase a voucher for the shipping costs.

Please be sure to enter your address correctly. During the checkout process you have to confirm that your address is correct. This policy may be applied to any orders returned to us due to the wrong address, undeliverable, etc.

What if my order has been lost or was stolen? -- Click to see answer.

If your tracking info shows that your order has been delivered then we can not file the lost or stolen package claim. USPS will not approve any lost or stolen package claim that we file on your behalf.

You will need to file a claim online with USPS by going to https://reg.usps.com/login. You will need to register an account in order to file a claim and once you have completed the claim please send us the claim number and we will be sure to get your order shipped out. 

Some of the information (most can be found in your BACK OFFICE) needed to file the claim will include the tracking number, Shipping Date, Reason For Claim - Lost, Insurance Fees Paid (Will always be $0 since it is included w/ Priority Mail), our company address (4030 S Preston Highway Shepherdsville, KY 40165), Item Name - Entire Order, Item Type - Other, Purchase Date,  "Amount Requested" will be total amount of order, Proof of Value can be found in your "Purchases" tab, and we usually use the Order ID as the "Claim Nickname".

What if I receive broken product? -- Click to see answer.

We will need the order number, pictures of the product, pictures of the boxes (inner and outer) the product was received in, as well as a picture of the packing slip. Once we receive this information we will file a claim with the shipping company and send out the replacement item.

What do I do if I received the wrong product or missing items from my order? -- Click to see answer.

If you receive the wrong product or are missing product from your order then you have 7 days from the delivery date in order to contact us. You will need to submit a support ticket including the order ID, product that what was wrong, picture of the packing slip, and a picture of what you received.

We keep track of all wrong product received claims from customers and consultants in order to track who is filing the claims, who picked the order, and who shipped the order.

All of our shipping stations have cameras over them for quality control and each of our items are scanned in to ensure the lowest possible error rate that we can. 

How much is shipping? -- Click to see answer.

We offer USPS (First Class and Priority Mail) and UPS Ground. We hope to add more options in the future as well as continue to negotiate the best shipping prices for you. Anything under 1lb can ship First Class through USPS. Shipping prices vary depending on where the order is being shipped to. You can always play around and add different products to see which option meets your specific needs.

We are always negotiating shipping prices to provide the most affordable and flexible shipping options for you. As we continue to grow we will continue to get better shipping prices.

How long until my order ships? -- Click to see answer.

We aim to process and ship orders within 3-5 business days. Shipping USPS Priority is 1-3 days shipping and we offer other options as well. We will always continue to work on negotiating the best shipping prices we can, to offer you affordable and flexible shipping.

How do I track my order? -- Click to see answer.

Once your order is shipped you will receive an email with your tracking information. You can also log in to your account, click on "Purchases", find the order, click on "More Details", and you can find the tracking number that way as well.

Can you ship to a PO Box? -- Click to see answer.

Yes and No. USPS will deliver to a PO Box but UPS will not.

Can I pick up my order from the corporate location? -- Click to see answer.

Yes. If you are a resident of Kentucky or Indiana you will have the option "I will pick up at 4030 S Preston Highway Shepherdsville KY 40165" if you would like to pick up from corporate. We would ask that in the comments section to provide a date and time you would like to pick your order up but we understand things come up so nothing has to be set in stone.

If you choose this option but do not pick up within 2 weeks we will refund the order, remove any commission earned, and charge a 15% restocking fee. 

If you do not see the "I will pick up at 4030 S Preston Highway Shepherdsville KY 40165" option but would still like to pick up from our corporate location please send in a ticket or call, and also add the date and time you would like to pick this order up. If your order is already in "Processing" then we might not be able to stop the order before it ships.

Parties/Fast Start/Leadership Rewards How do I book a party? -- Click to see answer.

**We recommend creating a customer account for your Host/Hostess before booking a party.**

After logging in to your consultant account you will need to click on the Party tab, scroll to the bottom to Book A Party. After filling out the Host/Hostess information, if they are NOT already a customer with us, our system will automatically create a customer account for them. They will need to do a password reset in order to access their account and claim their rewards.

How do I redeem my Host/Hostess rewards? -- Click to see answer.

**We recommend creating a customer account for your Host/Hostess before booking a party.**

Consultants set up the parties for the Host/Hostess and enter an email address as part of the party registration. You will need to log in to the email address associated with the party created by the consultant. If you are NOT already a customer with us our system will automatically create a customer account for you. You will need to do a password reset in order to access your account and claim your rewards.

How do I cancel a party? -- Click to see answer.

We can not cancel/delete a party once it has been created. You can close your party anytime you would like.

How long should I make my party? -- Click to see answer.

Parties can be 1 day or up to 31 days. We can not extend the length of parties so if you don't know how long you should make the party duration we recommend choosing 31 days. You can always close your party early but again we can not extend the party duration.

Can I extend my party? -- Click to see answer.

Parties can be 1 day or up to 31 days. We can not extend the length of parties so if you don't know how long you should make the party duration we recommend choosing 31 days. You can always close your party early but again we can not extend the party duration.

What if my order did not go under the party I wanted it to? -- Click to see answer.

After logging into your account you can go to "Purchases" in order to update your order to a party. As long as the order was purchased after the Party Start Date and before the Party End Date then this option will be available.

Customer Service can also update orders to parties but must receive a ticket, phone call, or text message from the person who placed the order.

Do consultant store items count toward parties? -- Click to see answer.

No. Consultant Store items are already heavily discounted and will not count toward party sales. Consultant Store items do count toward personal sales.

Commissions How do I earn commission? -- Click to see answer.

You will earn 25% commission from any customer purchases on your store, as well as 6% from your Level 1 Downlines, and 4% from your Level 2 Downlines. You also receive a 25% discount on products (excludes Consultant Store products) ordered by you from your store.

Commission is tracked in your E-Wallet. In your E-Wallet you can then click on "Commission History" where you will be able to scroll through the orders you have received commission from. You will also be able to "View Details" in order to see what store the order came from and what was purchased.

Commission is available right away to convert to a voucher and there is also voucher history available. However, there is a 5 day waiting period to transfer to Paypal. The first payment of each calendar month is free and then there is a small fee from Paypal(it will never exceed $1). Your "Available Balance" is the amount currently available to transfer to Paypal.

Do I earn commission on orders that I use a voucher on? -- Click to see answer.

If a voucher is used when placing an order you will only receive commission and store credit on the amount AFTER the voucher has been used. When a voucher is purchased or commission is converted to a voucher, commission is paid and store credit is given. So for example if you converted $50 in commission then you would receive $50 toward your personal sales and our system creates an order number for that $50. Your upline will receive 6% and their upline will receive 4% in commission.

What if I didn't receive my PayPal commission payment? -- Click to see answer.

If you go to your E-Wallet and then click on "here" where it says "Review your payment options here" you will be able to review or change the PayPal email address you want to use.

If you can't find the commission payment you transferred from your E-Wallet then verify the email address in your Back Office is correct. If the email is correct then call or send us a ticket so we can help you track down your commission payment. If the email is incorrect then you can update the email address, then call or send us a ticket, and we help you track down your payment.

Orders What happens if I cancel an order and used a voucher? -- Click to see answer.

Once you have canceled your order the funds that were used will be credited back to the same voucher number that was used.

How do I cancel my order? -- Click to see answer.

To cancel an order, click on my purchases. If your order is in pending, you will see an option to cancel that order. If your order is processing you will not be able to cancel the order. We have fast shipping, so it's important to cancel your order quickly before going into processing. Once an order goes from processing it ships and we can not cancel. You will then have to ship order back to us at your cost for a refund.

Do you charge sales tax? -- Click to see answer.

We are currently collecting taxes from over half of the 50 states (plan on having all 50 done by the end of this year) so our consultants do not have to worry about it. If you would like to collect taxes on your own then we would need a copy of your resellers certificate. Each state is different on how to obtain your resellers certificate.

Can I add or remove product from my order? -- Click to see answer.

Unfortunately, we are not able to add or remove items because it would change commission, shipping totals, as well as sales tax totals. If your order is in pending you can go to "My Purchases" in order to either convert your order to a gift voucher allowing you to immediately reorder OR you can cancel your order to receive a refund.

Compliance How do I contact Compliance? -- Click to see answer.

If you need to contact the Compliance team you will need to submit a ticket and select "Compliance" as the category. Please include as much information and evidence as possible. Screenshots, videos, text messages, etc will be needed to determine how to handle any disputes that may arise. 

***Please do not call about any compliance issues as Customer Service is not trained in this area and will ask you to do the same thing as mentioned above.***

What if I signed up under the wrong person or I want to change my sponsor? -- Click to see answer.

We can not move you to a different team.

If you would like to move to a different team then you would have to cancel your current account and sign up with a new email address. ***Please note that downlines, leadership title, PRS, etc will not transfer to the new account created. ***

Checkout Why won't my credit card work? -- Click to see answer.

Please make sure that when you are checking out, the "Billing Details" match EXACTLY with the billing details of the card that you are using. Also, after so many "failed" attempts your card could be temporarily blocked so give it some time and try again.