Wedding, Christening/Baptism & Easter Candles Information and Policy

All Candle orders placed either from the Christening/Baptism section or the Wedding section or the Easter section of this web site are Customized orders and cannot be Returnable or Refundable except an error of Portara Gallery.

We do NOT stock decorated candles. We prepare/create the candles after we get an order.

 All wax candles' dimensions are approximate and they might be a couple of inches short because they are handmade by the candle maker. Variation of the color may occur because of the parafin or wax being a natural element. Usually the small candles of 23" L w/0.5" thickness and 24"-25" L w/1.5" thickness fall into this category mostly.

 All candle orders of any size will be ready in approximately 10 business days from placing your order and then delivered to you via UPS Insured delivery service. If you request Expedite Delivery, then the candle or candles would be prepared immediately (in 1-2 days) and there would be an extra charge of Expedite Handling Fee of $20.00 per order that would be added to your total along with the shipping charges charged by the UPS STORE.

 All Baptism/Christening or Wedding Candles or Easter Candles are packed by THE UPS STORE ITSELF so you do not have to worry about breakages at all. We create the decoration for the candle, we dress the candle according to your order and when completely finished, then we drop off the candle to the UPS STORE near our store that we deal with. All candle orders are intact and visible when dropped to the UPS STORE; the UPS STORE itself also inspects them, then they pack the candles and they ship them Insured for their full value. All candle orders are packed very professionally and according to the UPS rules, regulations, restrictions and policy of very fragile and delicate items such as the candles. Once the UPS STORE finishes the packing of the candles, then they email to us the Tracking Number along with the Shipping Charges and the Expected Delivery Date. Once we receive this email we FORWARD it to you, to the customer that same day. The shipping charges seen on that email are the actual shipping charges that we charge you also.

NOTICE:

During the Summer Season when the weather is very hot: when we receive an order for candles that their delivery shipping time is more than 1 day away, it is in our discretion (and according to the UPS rules and policies that they are not responsible for melting of the candles, therefore they do not give reimbursement) to ship the candles out either 2nd Day Air or 3rd Day Air in order to secure a safe arrival of the candles. Shipping charges is the customers' responsibility.

IF YOU RECEIVED YOUR ORDER DAMAGED:

According to our Statistics in all these years in business, we have less than a 0.1% damages/claims for candles.

But if you received your order damaged, you must notify us immediately by email or call us at 718-878-2254 and we will assist you accordingly.

Please hold the entire original carton along with all packaging material that you received and damaged merchandise until UPS comes to pick up the package for inspection; otherwise no claim, replacement, or store credit can be honored.

 If damage occurred while in shipping, then you will get a FREE replacement of the same item immediately. If we do not have enough time until your Special event to prepare and send you the replacement item, then after UPS picks up the damaged item and inspects it and notify us with its decision then we will notify you and according to their inspection decisions we will issue a refund to your credit card if a credit must be processed. Your refund amount would be the original purchase amount plus the shipping charges.

 For all problems or claims or damages, please contact us immediately at 718-961-2299 upon receive of your order and we will assist you accordingly. All claims must be addressed to us via email: you need to send us an email describing and explaining what is the problem and we will respond/asssist you within 24 hours.

NOTICE:

Portara, Inc does not tolerate any claims based solely as a result of the customer's oversights, erroneous shipping addresses, cancellation of events due to weather, not receiving your order on time due to the delays caused by the shipping companies such as UPS, personal or any other miscellaneous reasons that are beyond its control. Full refund will be given only if Portara fails to ship your order as promised or sent you the wrong items. Please be fair and sensible. If for example we ship your order and send you the tracking number and expected delivery day and then UPS delays the delivery of your order beyond the expected delivery day; this is not our responsibility and we accept no returns on any orders due to this delay. You must and have to communicate with the shipping company to rectify the mistake. Also Portara Gallery doesn't guarantee reimbursements for damages due to weather extreme conditions and/or doesn't/can't refund damage claims due to special extreme bad weather during shipping. Portara Gallery shall not be liable or responsible and does not guarantee reimbursements for such losses or damages that result/arising from exposure to bad weather conditions. This is beyond Portara's control.

Under NO circumstances any candle is Refundable or eligible for an Exchange except an error of Portara.

• All candles are time consuming products that need labor, preparation and time to be completed.
  
• Please note, with the variance in the candles' design that we carry along with their height, length and width as they are or after they are finished, it is very difficult to calculate shipping charges without packing your order first. All shipping charges depend on the size, weight and destination.
  

We do not jeopardize our business for any reason and we try to satisfy every customer. All notes of Portara's policy are reported to the UPS, to the BBB and also to the issuing bank of your credit card exactly as they are stated on this page of the web site and under every page of the section your order was placed.