Where is my order?

Your order status is updated via email, including tracking details upon dispatch. Please use this information to monitor your delivery.

How long will my order take to ship?

Order processing typically takes 2-3 business days. Delivery occurs within 5-7 business days, contingent on your geographic location.

Can I change the contents of my order?

Alterations to your order are possible within 24 hours of placement. Please reach out to our customer support team for prompt assistance.

What if my order is lost or stolen?

Contact the carrier directly (eg. Canada Post) with your tracking number. They will be able to tell you exactly where your package is. If they ever tell you that they can't find it (it's rather rare), write us at creationsgoodmood@gmail.com and we will help you.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express.

Is my payment information secure?

We prioritize your security. All transactions are encrypted using SSL technology, and we do not store any of your payment information.

I'm having trouble with my payment. What should I do?

If you're experiencing issues with payment, please ensure that your card details are entered correctly, including the billing address. If the problem persists, contact your bank or reach out to our customer service team for further assistance.

Do you offer international shipping?

We only deliver to Quebec, Ontario and the Maritimes.  Your package will be shipped to you by Canada Post.

How can I track my order?

A tracking number will be provided to you via email once your order has been dispatched. You can use this number to monitor your order's progress on our courier's website.

What are the shipping charges?

Shipping charges vary depending on the destination and size of the order. All shipping fees will be calculated and displayed at checkout.

What if I'm not home to receive my order?

If you're not available during the time of delivery, our courier will usually attempt to deliver your package multiple times or leave a note with instructions to arrange a re-delivery or pick-up from a local depot.

My product arrived damaged

We do our best to ensure products are packaged safely and securely. In the event something arrives damaged or leaking, please take detailed pictures of the products as well as the packaging and email them to our customer experience department at creationsgoodmood@gmail.com. Include your order number for our records. They will gladly assist you further regarding returns or refunds on damaged products.

I received my order but I am missing or the products are incorrect?

All our orders are triple checked during our processing phase, but mistakes can happen. In the event that you are missing an item or received an incorrect item, please reach out to our support team with proof of order (photo of invoice that came in your order) as well as any relevant pictures within 5 days of receiving your order. Adjustments or corrections cannot be made after 5 days of delivery.

What is your return policy?

Due to the nature of our products we cannot accept returns or exchanges.

Will I be charged for returning a product?

We are not responsible for any errors made in your billing or shipping addresses. Please double check all information prior to placing your order. All shipping labels will be made to the address you provided. In the event an order is placed and the shipping address is incorrect or invalid and sent back to us, the buyer will be responsible for any additional shipping costs associated to have the order re-shipped.

Any package returned to GoodMood Creations because of an incorrect or incomplete delivery address will be redirected at the customer's expense.

Defect product during usage:

Please take the time to familiarize with the usage guidelines. While we have taken all necessary precautions to ensure products are of best quality, there could be defects which may cause leakage. That is why we recommend utilizing under mat for all candle products should leakage happen, stop using the product immediately, take photographs and contact us with your complaint.

How can I create an account?

You can create an account by clicking on the 'Sign Up' button on our website, then follow the instructions to enter your personal information and create a password.

I forgot my password. What should I do?

If you've forgotten your password, please click on the 'Forgot Password' link on the login page. You'll be prompted to enter your email address, and we'll send you a link to reset your password.

How can I update my account information?

Log in to your account and navigate to the 'Account Settings' page. Here, you can update your personal information, shipping address, and payment methods.

Is my personal information secure?

We take data security seriously. We use advanced encryption and security measures to protect your personal information. We do not sell or share your information with third parties.

How can I purchase a gift card?

Gift cards are available for purchase directly on our website. Simply navigate to the 'Gift Card' section, choose the desired amount, and proceed to checkout.

Can gift cards be used with other discount codes?

Yes, gift cards are treated as a form of payment, so they can be used in conjunction with any active discount codes.

What if I lose my gift card?

Treat your gift card like cash; if lost, it might not be replaceable. However, if you have the original purchase receipt or email confirmation, please contact our customer service for assistance.

Can I refund or exchange a gift card?

Gift cards are non-refundable and cannot be exchanged for cash. Please make sure to review our gift card terms and conditions at the time of purchase.

Do you offer a warranty on your products?

Please take the time to familiarize with the usage guidelines. While we have taken all necessary precautions to ensure products are of best quality, there could be defects which may cause leakage. That is why we recommend utilizing under mat for all candle products should leakage happen, stop using the product immediately, take photographs and contact us with your complaint.

Can I order a product that is currently out of stock?

For products out of stock, we offer an 'Email Me When Available' option. You'll receive an email notification as soon as the item is back in stock.

Do you have a physical store?

No we don't have any physical store

I have a question that is not listed here. How can I contact customer service?

We're here to help! You can reach our customer service team by clicking on the 'Contact Us' link on our website. Our team is ready to assist you with any questions or concerns you may have.