FAQs


ACCOUNT


Is it necessary to create an account?

- Yes, this this a wholesale restricted site and an account is necessary.

Forgot password?

- No worries, in the main menu, click “Sign in to your Account” and then click “Forgot Your Password“. An email will be sent to reset your password. We do not have access to your personal password.

SHIPPING


How is shipping calculated?
- The shipping calculator estimates the shipping cost depending on your order amount. Once your order is packaged, we will determine the actual rate for UPS ground and if necessary email an invoice to you for the balance due. This invoice will contain a payment link and may be paid safely online through our payment processor. Orders cannot ship until the invoice is paid.

Where do we ship?
- Currently, we only ship to merchants located within the continental United States.

May I pick up my order?
- NEED ANSWER ONCE SITE ACTIVE.

May I have my order shipped to an address other than my own?
- Yes, during checkout, you may enter a new shipping address..

Am I required to be available to accept delivery of my order?
- For residential - UPS will leave your package(s) and a signature is not required. For commercial -  UPS does require a signature at delivery.

How will I know that my order has shipped?
- At fulfillment, you will receive an email notification that contains your tracking number. You may also track your package(s) from your account.

I rec’d damaged or broken merchandise.
- All products sold by Mosley Lane are shipped in “NEW” condition. Please inspect all packages (in the driver’s presence if possible) immediately upon receipt. Have the driver note any damages on the shipping documents before signing them. If undetected damage is discovered after the driver has gone you will need to notify us immediately so we can file a claim with the shipping company. You are required to save the box and packing material for seven days just in case the carrier wants to inspect the damage before paying the claim. If you do not save the packaging and it is required for shipping company to process our claim we will not be able to refund or replace the items damaged.
We must be notified in three (3) business days from the date of receipt of any damages. A store credit or a refund will be issued for damaged merchandise.

PAYMENT


Am I required to pay sales tax?

- A tax exemption form must be on file for merchants located in the state of Ohio. If no form is on file then Mosley Lane shall automatically charge and withhold applicable sales tax for orders/freight that are to be delivered to addresses within the state of Ohio. The state of Ohio requires that we charge sales tax on products and shipping. This must be updated yearly.

What types of payment do you accept?

- We offer online secure cloud processing of Visa, MasterCard, Discover and American Express as well as Apple Pay, Google Pay and PayPal. We never store your credit card details within our system. Shipping and billing information is securely stored on PCI compliant servers and is only shared with our store once your order is placed.

ORDER PROCESSING


How long until my order ships?

- All products are made to order when payment is received. Lead time is generally 12-15 business days depending on order size. This lead time will increase during the 4th quarter.

Order Cancellation?

- You may cancel the order within 12 hours and receive a full product refund and paid shipping costs.
Orders canceled after a 12 hour period will be assessed a 50% product restocking fee. 50% of product total and any paid shipping costs will be refunded to original method of payment.
If your order has been shipped, it is considered complete and no refunds will be issued.

MINIMUMS


Product Order Minimums: $250 | $150 Reorders
Product Minimums:
  • Jar Candle - Multiples of six, same fragrance
  • Wax Melt - Multiples of six, same fragrance
  • Oils - Multiples of six, same fragrance