Hello,

If you were sent this link, it's likely because you sent a message inquring about:

• "I have password or login issues"
• Candle burn reports or "Where is my candle" questions.

If you are having an issue because you requested a new password and the password reset email never comes, YOU MUST first check your spam. Different email providers have different security features so make sure there isn't some filter blocking the message. If you check spam and find our message there, YOU MUST mark it as NOT SPAM or future messages will end up there. If you have done this and no email ever comes, we can help. 

Previously, this would happen randomly and for technical reasons not specified, customers would need us to reset their passwords for them. Now, we believe that those issues are resolved but need to know if they continue to happen ONLY IF the previous steps have been taken.  Contact us for help if not.

Now, Candle burn reports: We make a great effort to provide information to cut down the amount of unecessary emails we have to respond to that takes us away from lighting petitions, rootwork and creating orders. Your first stop should be to look at the order details on our website to see if it has been posted. Contact us about your candle report only if (ONLY IF) it has been 14 business (that means not counting weekends) from the day you got your confirmation email that CANDLE IS LIT. If you contact us before that time, You'll be sent a reply with this link as an answer. If it has been after that time, you may of course reach out to find out if perhaps we need to track down your order and candle reprot in our logs. That email is below.

=>>>  Hey, we try to make it easy: READ this information  <<<=

PLEASE: DO NOT email us with questions about your candle or order until you have read the following paragraphs and followed it's instructions. Always include your order number when contacting us. By reading the information below, you will learn how to use self-serve options so that we don't take time away from assembling orders and lighting candles to answer unnecessary emails.

If you have ordered oils, powders, or baths, please allow up to 7 days for us to hand-make your products and ship them out to you. If you ordered a mojo bag, production time can add several more days. We are a small shop, and every product you order is made when you purchase it. We do not have standing stock of our products. If you have ordered a setting of lights, you will be notified by email when your light has been set. Please do not email us to request updates. Wait for your candle to finish burning and for the burn report from us. Once it is finished burning, we will email a report which around 14 days from the date the candle is lit. Please do NOT email to find out if your light has been set unless it has been more than 3 days since your purchase was made. Thanks for your patience.

When Will My Candle Be Lit Or My Order Sent?

Our online store has functionality built into it to keep you informed of the status of your order at any time without the need to email us or contact us. Simply visit the My Account page, log in, and check the status of your order. All candle burn reports and product orders are stored here so if you do not receive an email check here first. If your reports are posted in your account, check your spam folder and mark any messages from us as not spam. Your order status updates will continue to go to SPAM until you mark it as 'not spam'. At every step of an order you will be updated with an automated email. In any case, you will be emailed status updates as follows:

1. "Received - waiting for altar space"
Just as the status implies, your candle has not been lit and we are either preparing to light it or waiting for space to become available on our altar. If, after checking your order status, your order has remained in this status 7 days or more, please email us. 

2. "Assembling Order"
"Assembling Order" means we are collecting the ingredients needed to complete your order and preparing for shipment. If one of our suppliers is on backorder for something we will notify you. If, and only if, your order remains in "Assembling Order" status for more than 5 days should you contact us with questions about the status of your unshipped package. Once your order has been filled and packaged you will get yet another email with the next status below.

3. "Shipped"
Now that your package has been shipped, our system will email you the tracking information which you can follow and confirm delivery at www.usps.com. If you did not receive your order status update with tracking info it is stored in your order notes for your convenience. If your order status is "shipped" and you have not received your package, your first course of action is to check your order status in your account and also verify the accuracy of the shipping address you supplied. Once the package leaves our facility it is now under USPS' control and you must contact your local USPS Office for assistance. International packages that have been handed off to your country's local postal service would require you to inquire with them for further assistance also.

2. "Candle is Lit"
Just as the status implies, your petition has been prayed and your candle has been lit. Candles can burn up to 7 days, and we require time to compile the reports and send them to you after the burn time. If your candle has been in this status more than 10 days please contact us. Please note we do not regularly compile reports on the weekends.

3. "Burn Complete - Your report"
Just as the status implies, this is the final step of your candle burn and your report will be forever stored in your account. If you ordered multiple candles to be burned at the same time, you will typically receive one email with all reports. If you ordered a run of candles you will receive multiple reports as each candle completes. Candles can take up to 7 days each and we require time to compile the reports and send them to you after the burn time. 

When Will My Candle Be Lit?

If you purchased a Priority Burn, your candle will be lit first, before all others in queue, as space becomes available. All other candles are lit in the order they are received as room becomes available on our altar. We typically light our candles at high noon Monday - Friday. This means if you order a candle Friday and our altar is full, it may not be lit until Monday. We are working to get candles lit on weekends, however. The candle altar we have is typically full at all times and we replace finishing candles with new orders. We cannot guarantee a specific date of burning, nor a particular timing for the moment when your candle is lit. Once your candle is lit, an automatic email notification that your candle has been lit will be sent to you. If you do not receive an email, please check your Spam folder and change your Spam settings so that our notification emails are not filtered out. Also look at your status update in your account.

Thank you for taking the time to read this confirmation message and many blessings to you! If you still need to contact us you can do so at orders@conjuredoctor.com