FAQ

General Information

What makes NEIA Moon candles unique?

NEIA Moon candles are handcrafted in small batches using clean-burning ingredients. We carefully curate and blend our scents to be uniquely ours, reflecting the real and imagined places that inspired them.

Where are your candles made?

As a two-person team, we do everything from start to finish ourselves in our home in Syracuse, NY. Every candle you get is prepped, poured, numbered, labeled, and packaged by NEIA Moon’s founders.

Do you have a brick-and-mortar location?

That’d be a dream! But for now, we sell our candles online and at vendor events. Follow us on Instagram @neiamoon to see where we’ll be this month!

Product Information

What are NEIA Moon candles made of?

Our candles are made with 100% soy wax and eco-friendly cotton/paper wicks.

Are NEIA Moon candles safe for my pets?

Yes! We make sure our candles are pet-safe to burn (just keep them away from open flames). Our household is run by our dog and two cats, so this is close to our hearts.

Are NEIA Moon candles eco-friendly?

Yes, soy wax is sustainable and eco-friendly, and our wicks are certified eco-friendly too. Plus, all our tins are recyclable.

Are NEIA Moon candles safe to burn?

Absolutely. Our candles are made with high-quality, non-toxic ingredients, ensuring they are safe to burn in your home. Always follow proper candle-burning practices for the best experience.

Do NEIA Moon candles fill a room?

Our candles are designed to fill your space with fragrance. Perfect for our adventure/gaming companion candles! Larger rooms with high ceilings might need our 16-oz candles and up to an hour for the scent to spread. Airflow and strong competing odors also play a role.

How long do your candles last?

If properly cared for:

4oz candles: 12-16 hours
8oz candles: 20-30+ hours
16oz candles: 35+ hours

Various factors can effect overall burn time, but these estimates are what we typically expect.

Candle Care

How do I care for my candle?

Check out our burn tips for soy candles and wax melts.

Why is my candle tunneling?

Candle tunneling happens when the wax burns down the center, leaving a ring of unburned wax around the edges. To prevent this, make sure to burn your candle until the entire surface is melted each time.

Why do my candles have a rough, pitted top after cooling?

Rough tops are normal for soy candles after burning and cooling. It’s a sign of high-quality soy wax and doesn’t affect the candle’s performance. It’ll level out on your next burn.

Can I recycle your candle tins? Yes! Our tins are recyclable. Some customers repurpose them into dice/game-piece carriers, succulent pots, jewelry boxes, and more. Get creative and share your ideas with us!

Ordering and Shipping

Can I order candles as a gift?

Yes! Just enter the recipient’s name and address as the shipping information, and we’ll send it to them.

How long are the wait times for online orders?

As a two-person team, we handle everything ourselves. We aim to ship orders within a day or two, but it might take a bit longer sometimes. Reach out if you need your order by a specific date.

Can I ship to multiple addresses in the same order?

Unfortunately, no. For multiple addresses, please place separate orders.

Do you ship outside of the US?

Currently, we only ship within the US. Check out our shipping policy.

Can I return or exchange products?

You can return unlit candles in their original packaging within 30 days of ordering. Check out our full return policy.

I put in the wrong shipping address, what should I do?

Whoops! Contact us immediately at contact@neiamoon.com, and we’ll make the adjustments if we haven’t shipped it yet.

I ordered the wrong item, what should I do?

Wholesale and Business Inquiries

Do you offer wholesale?

Yes! DM us or contact us for more information at contact@neiamoon.com.

Do you do collaborations?

We are always open to collaborations. DM us or contact us for more information at contact@neiamoon.com.

Can I contact you for events?

Our schedule fills up fast, but feel free to DM or contact us, and we’ll chat!

Miscellaneous

What if I have another question?

Ask away! Send us a DM or contact us at contact@neiamoon.com

FAQ