Shipping Policy

Last Updated: August 18, 2026

Thank you for supporting Candlelighters of West Texas & Southern New Mexico. Purchases made through our online store help support our mission and the children and families we serve.

This Shipping Policy explains how orders placed through candlelighterselp.org are processed and shipped.

1. Order Processing

Orders are processed during regular business days, Monday through Friday, excluding holidays and office closures.

Please allow time for your order to be prepared and processed before shipment. Processing times may vary depending on product availability, order volume, special events, holidays, or other circumstances.

Once your order has shipped, delivery times will depend on the shipping method and carrier.

2. Shipping Rates

Shipping costs, when applicable, are calculated and displayed during checkout before you complete your purchase.

Shipping rates may vary based on the size and weight of the order, shipping destination, and available shipping method.

3. Shipping Locations

We currently ship orders to eligible addresses within the United States.

If shipping is unavailable to your location, you may be notified during checkout or contacted after your order is placed.

4. Delivery Times

Estimated delivery times may be provided during checkout or after your order has been processed.

Please note that delivery estimates are not guaranteed. Delays may occur due to weather, holidays, carrier disruptions, high shipping volumes, or other circumstances outside of Candlelighters' control.

5. Order Tracking

When tracking information is available, it may be provided by email after your order has shipped.

Please allow time for the shipping carrier to update tracking information after your package has been processed.

6. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please review your shipping information carefully before submitting your order.

If you notice an error in your shipping address, contact Candlelighters as soon as possible. We will make reasonable efforts to update the information before the order ships, but changes cannot be guaranteed once an order has been processed or shipped.

Additional shipping charges may apply if an order must be reshipped because an incorrect or incomplete address was provided.

7. Lost, Delayed, or Missing Packages

Once an order has been transferred to the shipping carrier, delivery may be affected by circumstances outside of our control.

If your tracking information shows that your package has been delivered but you have not received it, please check around the delivery location and contact the shipping carrier.

If you are unable to locate your package, please contact us and we will do our best to assist you.

8. Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible.

Please include your name, order information, a description of the issue, and photos of the item and packaging when possible.

We will review the situation and work with you to determine an appropriate replacement or refund in accordance with our Return & Refund Policy.

9. Local Pickup

If local pickup is offered for a particular item or order, the option will be displayed during checkout or communicated directly by Candlelighters.

Customers selecting local pickup will receive instructions regarding when and where their order can be collected.

Please do not arrive to pick up an order until you have received confirmation that it is ready.

10. Changes or Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request; however, orders that have already been processed or shipped may not be changed or canceled.

11. Returns and Refunds

Shipping-related returns and refunds are subject to our Return & Refund Policy.

Original shipping charges are generally non-refundable unless an item was damaged, defective, incorrect, or the issue resulted from an error on our part.

12. Contact Us

If you have questions about your order or shipping, please contact:

Candlelighters of West Texas & Southern New Mexico
1840 Grandview Ave.
El Paso, TX 79902

Phone: (915) 544-2222
Email: Melissa@candlelighterselp.org
Website: candlelighterselp.org

Thank you for supporting Candlelighters and helping us continue to serve children and families affected by childhood cancer.