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Frequently Asked Questions

Candle Care

Candle Care 101
  • Never burn a candle and leave it unattended.
  • Keep away from pets and children.
  • Ensure your candle is burned on a temperature-safe surface and away from other objects.
  • Do not burn your candle near a tub or sink, as water can act as an accelerant if it comes into contact with the wax and melt pool. This can result in a situation similar to a grease fire as the wax becomes too hot with the addition of water and can spread or crack the vessel.
  • The first burn is the most important; ensure you let the candle burn all the way to the edge of the vessel. This keeps a layer that continuously burns evenly and does not result in tunneling of the candle and wasted wax.
  • Keep your wicks trimmed to a 1/4” when lighting; this will minimize soot and burned wick particles entering your melt pool.
  • Extinguish your candle with a snuffer – we do not recommend blowing it out as it can result in melted wax splatter and burned wick particles entering your melt pool.
  • Avoid burning near windows or doors as drafts can result in uneven burning. Most rooms will still have air drafts, and it’s important to be mindful of any direction of the flame(s) that can burn the candle unevenly. Rotate the candle accordingly as needed to ensure an even burn and melt pool within the vessel.


What is the KANDL Lab Experience?
  • You are brought through a sensory journey and educated on what makes a great burning candle, and then you customize your own unique fragrance which is a combination of a Top Note, Mid Note, and Base Note.
  • After you select your combination of Notes, you stick your wick into your vessel, and mix your fragrance oils with the wax.
  • After mixing, it takes about 30 minutes for the wax to cure – enough time for you to sit, relax, shop or enjoy a light refreshment in our KANDL Kafe.
How do I book a Lab Experience?
  • You can book your Lab Experience by:
    • Selecting the “Book Now” button on the Lab page
    • E-mailing us at
    • Calling us at +1 (416) 215-2150
  • *After booking your Lab Experience, our staff will verify your booking details and you will be sent an invoice for a 50% deposit by e-mail. *
  • You are required to pay this invoice within 48 hours in order to secure your booking. Unsecured booking time slots will be released after the 48 hour window.
  • NOTE: Please check your Junk E-Mail folder and ensure your e-mail address is correctly sent to us.
  • The remaining 50% balance can be paid on-site after you complete your Lab Experience.
How do I prepare for a Lab Experience?
  • Please arrive 15 minutes before your scheduled Lab time to don your aprons and settle into our classroom and store.
  • Our classes begin 10 minutes past the scheduled time (at the latest) in consideration of other guests' schedules.
  • Guests who arrive late will be required to reschedule. 
How long is the Lab Experience?

Typically between 1 and 1.5 hours, depending on how long guests take to decide their custom fragrance blend.

Is there on-site parking?
  • Unfortunately we do not have any on-site parking available.
  • There is underground paid parking available across the street at Yorkville Village Mall (55 Avenue Road, Toronto, ON M5R 3L2).
Do you host private functions?

Yes absolutely! We love to host birthday parties, corporate team outings, bridal showers, and private receptions. We are fully licensed for alcohol and food catering. Please contact us by email or phone for further details.

Online Shop

The product I want to order is out of stock, when will it be back in stock?

Please contact us by email or phone for detailed information regarding available inventory.

Why can’t I order certain brands online?

Unfortunately due to retail agreements with some of our brand collections, we are unable to offer online shopping for certain brands we carry in-store.


What courier service do you use?

We proudly use UPS to ship your packages.

I’ve ordered my products, when will they be shipped?

Your products are shipped right from our store in Yorkville, and will typically be shipped within 48 hours of your order confirmation.

How long will my package take to deliver?

Depending on your location, it can typically take the following durations: - Greater Toronto Area: 1-4 days - Ontario: 3-5 days - Canada: 5-10 days - United States: 5-12 days - All other countries: 7-14 days

How do I qualify for free shipping?
  • Orders over $120 CAD qualify for free shipping within Canada
  • Orders over $150 CAD qualify for free shipping within the Continental U.S.
How do I qualify for same-day delivery?
  • You must live within the GTA and Swyft’s service areas
  • You can select this service for an extra fee of $10
  • Same-day delivery is automatically available for guests who purchase over $200 CAD
I selected Same-day shipping, when will my package arrive?

Swyft Same-day delivery is only available Monday to Friday, and the delivery window is between 4:00pm – 10:30pm. If you place an order for same-day delivery on Saturday or Sunday, it will arrive the next business day.

NOTE: Due to the delivery window time, please avoid shipping to Commercial addresses, unless you are certain that your Commercial address can accept packages after regular business hours.

We strongly recommend shipping to residential addresses, and cannot take any responsibility for difficulties delivering to Commercial addresses.

My products were delivered damaged/broken

We will be happy to replace any damaged/broken products you receive with proof of purchase and damaged/broken products. Please contact us by email or phone for further details.