hey there, how can we help?
frequently asked questions
top questions
how can i track my order?
once your order ships, you will receive an email containing your tracking number. if for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing heythere@parkergibbs.com. we will be happy to find out what exactly is going on with your order.
what is the parker + gibbs return policy?
you can view our entire refund policy here.
how can i contact your customer care team?
if you need help, we're happy to help you in any way we can. reach out to us by sending us an email at heythere@parkergibbs.com.
i just got my new candle and the scent is amazing but it looks like there are "wet spots' on the inside of the candle. is my candle defective?
those "wet spots" you might see on the inside of your candle jar are totally normal and nothing to worry about. it's actually a common thing that can happen with any candle, regardless of its price or where you bought it. it's called adhesion, and it occurs when the wax of the candle cools and shrinks, causing it to separate a bit from the glass. these spots might look like moisture, but they're just gaps that let some light through.
rest assured, it doesn't affect how your candle performs or its safety. so, keep enjoying your candle and let those spots add a touch of character!
orders
how can i track my order?
once your order ships, you will receive an email containing your tracking number. if for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing heythere@parkergibbs.com. we will be happy to find out what exactly is going on with your order.
when will my credit card/payment method be charged?
your credit card/payment will not be charged until your order has been fulfilled and is ready for shipment.
i made a mistake. can i change my order?
we strive to process orders as quickly as possible. but we will try to accommodate any order change. the quickest way to get a hold of us is by emailing us at heythere@parkergibbs.com.
please be sure to include your order number and to let us know what changes need to be made. we will be sure to let you know, as quickly as possible, whether we were able to make the wanted changes.
what payment methods do you accept?
we currently accept american express, visa, mastercard, discover, apple pay, google pay, and shopify shop pay.
i never received a confirmation email. what should i do?
if you haven't received an order confirmation email, it is likely the result of one or two things:
- your order was never actually placed and processed.
- you have entered an incorrect email address with your order.
if you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. in the event that you still cannot locate an order confirmation, please email customer care at heythere@parkergibbs.com.
shipping
how long will it take to receive my order?
most of our products ship in 3-5 business days. please know that we are doing the best we can to get orders out promptly.
you can always track your order using the link sent in your initial order email.
how do i know if my order has shipped? can i track it?
once your order has been shipped, you’ll receive a confirmation and a tracking number so you can follow your package as it travels to your home.
how much does shipping cost?
we are currently happy to offer free shipping!
do you offer expedited shipping or order processing?
we do not offer expedited shipping or order processing. we're working hard to make sure every order is processed efficiently and delivered to you as soon as possible, but at the moment, we're unable to provide expedited options.
we appreciate your understanding and patience as we strive to provide the best service possible. if you have any questions or need assistance, feel free to reach out to us. we're here to help!
do you ship internationally?
currently we only ship to the united states and not internationally.
what if my product is damaged when it arrives?
shipping ceramics and products made of glass can be tricky. if your product arrives broken, let us know. we’ll always make it right.
from where do your products ship?
all of our products currently ship out of our warehouse located in atlanta, georgia.
what delivery carrier to you use for delivery?
currently we use ups ground for all of our shipments.
refund + return policy
what's your return policy? how do i return my product?
we hate that our product did not work out for you. if there's anything we can do to improve, please let us know!
to begin your refund, please email us at heythere@parkergibbs.com and we can get the ball rolling for your return.
you can view our entire refund policy here.
i want to return my item. do I have to pay for shipping?
please check out our full return policy here.
product care
what is the best way to care for my new flatware?
we have done significant dishwasher testing with all of our flatware sets at parker + gibbs. all of our sets are placed into a dishwasher for up to 6 months to determine durability.
specifically with our matte gold finishes and two-tone black and gold finishes, it is recommended to wash these by hand. they can be placed into the dishwasher, but you must make sure to use a mild detergent.
through our extensive testing, we've also determined that different dishwashing detergents have different levels of abrasiveness. we recommend that if you are going to place them into the dishwasher, that the "finish" brand dishwashing detergents be used as they will be the best to preserve the finishes of your flatware.
what products do you recommend for washing flatware in the dishwasher?
we recommend using the "finish" brand of dishwashing detergents as we have found them to be the least abrasive which will preserve the finish.
don't forget, you can always go the therapeutic route and wash them by hand!
how can i make my new candle last longer?
that's an excellent question! learning how to properly burn your candle is not only important for maximizing its burn time but also for getting the most out of the 9% essential oils in it.
to help you out, we've dedicated a page specifically to guide you on how to burn your candle effectively. take a moment to check it out, and get ready to fully enjoy the delightful experience of your new candle!
why does the inside of my candle jar turn black?
the wick is too long. when the wick is too long it creates excess smoke that leads to soot buildup inside the jar. trim the wick to 1/4 inch before lighting to prevent this.
you're burning too long. letting the candle burn for over 4 hours at a time allows wax to pool and evaporate, leaving behind unburned carbon that creates black smoke residue. extinguish the candle after 4 hours to avoid this carbon build up.
too drafty. air currents from drafts cause the flame to flicker unevenly. this uneven burning produces more smoke and allows black soot to deposit on the inside of the glass. shield the candle from drafts for cleaner burns.
how can i prevent black soot inside my candle jar? trim the wick before lighting, limit burn times to 4 hours, and shield from drafts for a clean burn without excess smoke or soot buildup.