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Frequently Asked Questions

Just the Basics

As part of our ongoing commitment to excellent customer services, we’ve compiled a list of frequently asked questions with their accompanying answers. If you’re looking for additional information - get in touch today.


What is the return policy?

If there are any issues with any purchases, Please contact me at within 7 days of purchase/use of product (not to exceed 3 months). 
Any damages from shipping, please contact me through email, within 7 days of delivery. An inquiry will occur at this time. 

All sales are final, no refunds/exchanges.

What kind of wax and oils are used in our candles?

I have only worked with 100% soy wax, and don't use any blended wax.  Soy wax is derived from the vegetable soy beans and is biodegradable and water soluble.  It is completely safe and all natural! There are no paraffins and toxins in the wax.  This means it's a cleaner burn and lasts up to 50% longer than traditional paraffin candles. Deep Roots Candles are made with premium oils that are free from carcinogens and phthalate free. 

What are the payment options?

We accept credit cards online. At various in-person vendor shows and markets, cash, apple pay, EMT and credit cards can be accepted.

Can I return my used jars?

Returning jars can be returned if dropped off to our Thunder Bay location.  We have now implemented a rewards/loyalty system. We will credit your account with loyalty points that can be used for future (online) purchases. Please note you must be subscribed to the site to earn these reward points.

Can I get a custom candle made?

Absolutely!!! Email us at with your inquiry. You may also direct/private message us on our social media platforms. Please note that there may be a 2-3 week production time for custom orders. Factors that contribute to the delay: busy season, custom requests, supply availability. Please note if requesting larger custom orders such as baby shower or wedding favours; reaching out at least 3 months prior encouraged. We only take a few of these requests per year. 

Can I request a Donation?

Historically, we've always said yes to donations but the cost of donating has caught up to us. We are a small business trying to navigate through higher than normal costs. We want to keep our prices as low as we possibly can. 
That being said, We will start to really watch what we are capable of donating throughout the year. Always send in your requests, but we cannot guarantee a yes (sorry). We can however offer a discount to purchase something at a lower cost from our website. 

FAQ: Image
Tree Badge White

We love everything they have. Our favorite is the wax melts. I have one scent in the bathroom in a plug in wax melter, another in my kitchen, one in the Rec room downstairs and another at the front door. I have found so many ways to pair different scents together and they smell amazing. I highly recommend! I have found they are easy to order and either pick up or have delivered in town too.

Suzy K.

Tree Badge White

Deep Roots products have been a staple item in my home for the last two years. I noticed a difference immediately burning these natural products. The scents have been amazing. Lisa is beautiful at what she does! Just placed another order just in time for camping season! Cannot wait!

Melissa L.

Tree Badge White

I highly recommend Deep Roots Candles! I absolutely love these candles and wax melts! The scents never disappoint, and the customer service is great. I’m very happy I found this local business!

Kelsey T.

Tree Badge White

My mom bought me the nata scented candle from the craft revival and I love the scent! Would love to purchase more if you plan to make again! I'm also Portuguese myself!

Cassy T.

Tree Badge White

I placed an order for Christmas Gifts, and now I want some for myself! 
Lovely packaging and very fast delivery, and I adore the little note inside. Thank you so much!

Jana O.

Tree Badge White

When it comes to Deep Roots, I have never been disappointed. I am a candle lover through and through and these are the best around. They burn nicely, their scent is impeccable and they are beautiful. 
Not only is the product amazing, the service is outstanding. Lisa is an absolute joy!
I will continue to spread my love of Deep Roots.

Alex T.

FAQ: Testimonials
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