Support FAQ
Welcome to the Chaizing Fireflies Support FAQ — a warm, helpful guide to the questions we’re asked most often. If you need anything beyond this page, our Customer Support section is always here for you.
Where is my order?
Orders typically ship within 3–5 business days. Once your package is on its way, you’ll receive a tracking number by email. If you haven’t received tracking after 5 days, reach out through our Customer Support page.
Do you offer returns or exchanges?
We accept returns for unused, unopened products within 14 days of delivery. If your item arrived damaged, we’ll replace it immediately — just send a photo through our support form.
Are your products safe for sensitive skin?
Yes — our formulas are crafted with gentle botanicals and cosmetic‑grade ingredients. If you have known sensitivities, review the ingredient list or contact us for guidance before purchasing.
Do you ship internationally?
At this time, we ship within the United States only. We’re working toward expanding our shipping options as our apothecary grows.
Can I change or cancel my order?
If your order hasn’t shipped yet, we can update or cancel it. Contact us as soon as possible and include your order number so we can assist quickly.
Do you offer wholesale?
Yes — approved retailers can access our wholesale program, catalog, and onboarding resources through the Wholesale Menu. You can apply directly on the Wholesale Application Page.
How do I care for my products?
Store your apothecary goods in a cool, dry place away from direct sunlight. For candles, soaps, and balms, visit our Candle & Product Care page for full guidance.
Do you take custom orders?
We occasionally accept custom blends or bulk requests depending on season and production schedule. Contact us through Customer Support to discuss availability.