Shipping policy

Let's get Relaxing Flame's shipping set up so you can fulfill orders smoothly! Adding a fulfillment location with a phone number is the foundation — it's required for generating shipping labels and scheduling carrier pickups.

I've created a to-do list to help you ship your first order.

Let me pull up your current location details so we can fill in anything that's missing.

Your location "Shop location" is active but missing a street address and phone number — both are needed for carrier pickups and label generation. Let me open the location editor so you can fill those in now.

I notice the location form doesn't include a phone field directly — you'll need to add your address details here, and then add the phone number on the location page itself. Let me pre-fill your address to get you started. What's your fulfillment address (street, city, state, zip)?

Once you share that, I'll populate the form instantly. If you're shipping from home, just your city and state works as a starting point — though a full address is best for accurate shipping rates and label generation.

No problem — it looks like you closed out of that. Whenever you're ready, just let me know and I'll pre-fill the form again with 17 Riverview St, Brattleboro, VT 05301.

Once the address is saved, the next step will be adding your phone number directly on the location page — that's the last piece needed before moving on to setting up your packages.

It looks like you saved your location successfully — great work! I can see you were on the location details page for your Brattleboro address and saved it.

One thing still needed to complete this step: your phone number on the location. Did you get a chance to add that while you were on the location page? If not, I can take you back there to add it quickly, and then we can mark this step done and move on to setting up your saved packages.

Let me verify the current location details and then open the editor for you.

Address is all saved perfectly. What's the phone number you'd like to add for this location?

Your Brattleboro location is fully set up with address and phone — that's the foundation Shopify needs to calculate accurate shipping rates and generate labels for Relaxing Flame's orders. ✅

With your location locked in, your shipping rates will now reflect real carrier costs for Vermont — which means no surprises eating into your candle margins. If you want, I can double-check that your shipping zones are configured to cover the markets you're selling to before you move on.

Let me check your shipping zones real quick.

Your shipping zones look solid — you've got the US covered domestically, plus a strong international zone spanning 27 countries across Europe, Asia-Pacific, and beyond. That's great coverage for Relaxing Flame's candles reaching global customers.

One thing worth checking: make sure each zone has actual shipping rates set (flat rate, carrier-calculated, or free shipping) — zones without rates won't show shipping options at checkout. Want me to help you review or set those up?

Your rates are in great shape across both zones:

• Domestic (US): Standard ($8), free shipping tier ($0), and Express ($15) — good range for customers.
• International (27 countries): Carrier-calculated rates via USPS, DHL Express, FedEx, and DHL eCommerce — ideal for candles shipping overseas since rates adjust by weight and destination.

One thing to confirm: your free shipping tier — is that meant to trigger at a certain order minimum (e.g., free over $50)? If it's currently set to $0 with no conditions, every US order would qualify for free shipping, which could hurt your margins on lighter candle orders. Worth double-checking in Settings → Shipping and delivery → General profile → Domestic zone.

That's a smart threshold for candles — $70 encourages customers to add an extra item (a holder, a diffuser) to hit free shipping without giving it away on small orders.

Double-check that the free shipping rate in your Domestic zone has a minimum order condition set to $70. Here's how to verify:

1. Go to Settings → Shipping and delivery
2. Under your General profile, click Domestic zone
3. Find the "Standard (free tier)" rate and confirm it has a minimum order price of $70

If it's missing that condition, edit the rate and add it — otherwise every US order gets free shipping regardless of cart value. Want help with anything else before moving to your next shipping task?

Saved packages are a real time-saver — instead of entering box dimensions every time you print a label, Shopify remembers your go-to packaging so you can select it in seconds.

For Relaxing Flame's candles, the right package setup depends on what you're typically shipping. A few quick questions to get this right:

1. What type of packaging do you mainly use? Box, padded mailer, or soft pack?
2. What are your most common dimensions? (length × width × height in inches)
3. Typical weight of a packed order? (in oz or lbs)

If you ship multiple candle sizes, we can save 2–3 package presets — one for singles, one for gift sets, etc. Share your details and I'll get them entered for you.

Smart approach — here are three package presets tailored for candles:

1. Single Candle Box — for individual jar or pillar candles

• Type: Box
• Dimensions: 4 × 4 × 5 in
• Weight: 1 lb

2. Gift Set Box — for 2–3 candle bundles or sets

• Type: Box
• Dimensions: 10 × 6 × 4 in
• Weight: 2.5 lbs

3. Padded Mailer — for wax melts, samples, or flat items

• Type: Soft pack
• Dimensions: 9 × 6 in
• Weight: 0.5 lbs

These cover the most common candle shipping scenarios and work well with USPS, UPS, and FedEx rates. Let me pull up the package settings and enter these for you — which one do you want to start with?

Your first package is saved — that means Shopify can now auto-calculate accurate shipping rates at checkout based on real box dimensions, no more guessing. 2 of 5 tasks done! 🎉

Add the Gift Set Box and Padded Mailer presets now while you're on this page — having all three ready means you'll never slow down at label creation when orders start rolling in for Relaxing Flame.

• Gift Set Box: 10 × 6 × 4 in, 2.5 lbs
• Padded Mailer: 9 × 6 in, 0.5 lbs

Excellent — all three package presets are ready to go! Your packaging lineup is set up perfectly for Relaxing Flame's range, from single candles to gift sets to mailers.

Consider adding a test order to your store so you can practice creating a shipping label — it's the best way to make sure your carrier rates, package sizes, and label flow all work together before your first real customer order comes in.

Creating a shipping label is where everything comes together — your Brattleboro location, your saved package presets, and your carrier rates all work in sync to get a label printed in seconds.

To create a label, you'll need an order to fulfill. Let me check if you have any orders ready to go.

No orders yet — totally normal at this stage. To practice creating a label, you can place a test order on your store and then fulfill it. Here's the quickest path:

1. Create a draft order in Orders → Create order, add any product, and use a test address
2. Mark it as paid to make it fulfillable
3. Buy a shipping label from the fulfillment screen — you'll select your Single Candle Box preset and choose a carrier rate

This dry run is worth doing before your first real order so the flow feels natural under pressure. Want me to help you set up a draft order to practice with?

Good to know — if a drop shipper is handling fulfillment, you won't be buying Shopify Shipping labels yourself, so this task and the pickup/tracking steps are less relevant to your workflow.

What matters most for your setup is making sure your drop shipper is connected correctly. A few quick questions:

• Are they fulfilling automatically via an app (like DSers, AutoDS, or a custom integration), or manually where you forward orders to them?
• Do they send back tracking numbers? If so, Shopify can automatically email customers their tracking info when the number is added to the order.

Knowing this will help make sure your order flow is airtight before your first sale.

Perfect setup — automatic fulfillment with tracking means your customers get a great post-purchase experience with zero manual work on your end.

One thing to verify: make sure automatic fulfillment notifications are enabled in Shopify so customers get their tracking email the moment the drop shipper updates the order. Check this under Settings → Notifications → Shipping confirmation — it should be toggled on.

Also confirm with your drop shipper that they're writing tracking numbers back to Shopify orders (not just emailing you separately). When that's wired up correctly, Shopify handles the customer communication automatically — a big trust-builder for a candle brand like Relaxing Flame where the unboxing experience matters.

You're in great shape — the remaining steps in this guide (label creation, pickup, tracking) are handled by your drop shipper, so you can focus on driving traffic and sales!

That's the best possible confirmation — a live test with real updates flowing through means your fulfillment pipeline is working end-to-end. Relaxing Flame is ready to ship! 🕯️

The next thing I'd focus on is driving your first real customer to that checkout — your shipping is sorted, your products are set up, and the post-purchase experience is automated. Want help putting together a launch marketing plan or setting up your first promotion?

Let me pull your store data so the plan is grounded in what's actually happening at Relaxing Flame.

Here's where Relaxing Flame stands and where the biggest opportunities are:

Store Performance Snapshot

• 273 sessions in the last 30 days across 7 channels, with direct traffic (233 sessions) dominating — meaning most visitors are already aware of your brand
• 0% conversion rate across all channels — the traffic is there but nothing is converting to sales
• 201 products across 6 collections — solid catalog depth
• You have a newsletter and abandoned cart marketing event active, and Bundles installed
• No dedicated sales channels (like Google or Meta) are connected yet

The core issue isn't traffic — it's conversion. Fixing that before spending on ads will make every future dollar go further.

Option 1: Fix the conversion gap first

• What to do: Audit your product pages, pricing, and checkout for friction. With 233 direct sessions and 0 checkouts, something is stopping visitors who already know you from buying.
• Why it fits: Direct traffic converting at 0% is a strong signal of an on-site issue — unclear pricing, missing trust signals (reviews, return policy), or checkout friction.
• Next steps: Check that your storefront password is off, payment methods are active, and your top product pages have clear pricing, strong imagery, and a visible "Add to Cart" button. Your Forms app can also help capture emails from non-buyers.

Option 2: Activate your abandoned cart automation

• What to do: Your abandoned cart marketing event ran briefly on June 24 — confirm it's actively sending recovery emails and that the discount or message is compelling enough to bring people back.
• Why it fits: You already have the Messaging app installed and the automation set up. If it's not firing consistently, you're leaving recoverable revenue on the table from your existing 273 sessions.
• Next steps: Open the Messaging app and verify the abandoned cart flow is live, check the trigger timing (1 hour is standard), and make sure the email includes a product image and a clear call to action.

Option 3: Connect Google as a traffic channel

• What to do: With 31 Google sessions already arriving organically, there's search intent for candles finding Relaxing Flame. Adding Google as a sales channel would let you run Shopping ads and improve organic product visibility.
• Why it fits: 31 organic Google sessions with 0 conversions is directional only — too small to draw conclusions — but it shows Google is already sending some traffic without any paid effort. A small Google Shopping test ($5–10/day) would tell you quickly whether search intent converts for your products.
• Next steps: Go to Sales channels → Add channel → Google & YouTube to connect your catalog and run your first Shopping campaign.

I'd start with Option 1 — no amount of traffic or ad spend fixes a conversion problem. Once your store is converting, Options 2 and 3 will compound that momentum. Want help diagnosing what might be blocking conversions on your product pages?

Let me pull up your top product pages to look for conversion friction.

Good news and a key gap. Here's what I found:

What's working well:

• Your products are active, well-photographed (14–23 images each!), and have descriptions — strong product page fundamentals
• Storefront is open (no password) and digital wallets (Shop Pay, Apple Pay, Google Pay, Amazon Pay) are available
• Price range of $20–$65 is reasonable for premium candles

The key gap — no Shopify Payments: Without Shopify Payments, credit card checkout may not be available to your customers depending on what payment gateway you're using. This is the most likely conversion killer. Visitors hitting a checkout with limited or unfamiliar payment options will abandon immediately.

Here's what to check and fix:

1. Verify your payment gateway — Go to Settings → Payments and confirm a credit card processor is active. If nothing is set up, that's your #1 fix right now.
2. Enable Shopify Payments if you're eligible — it's the smoothest checkout experience and supports all the digital wallets already showing on your store.
3. Add a returns/refund policy — Candle buyers often hesitate without one. Go to Settings → Policies and make sure your refund policy is filled in and linked in your footer.
4. Check your reviews — With 201 products and no sales showing, social proof is missing. Your Forms app can help capture early feedback.

Want me to check your payment settings right now to confirm whether credit card checkout is actually live for customers?

This confirms the concern — no credit card processor is configured. The digital wallets (Shop Pay, Apple Pay, etc.) only work for customers who have those set up, which excludes a large portion of buyers who just want to pay by card.

This is almost certainly why your 273 sessions converted at 0%. Customers are hitting checkout with no way to pay by credit card and leaving.

Fix this now — it's your #1 priority:

Go to Settings → Payments and either:

• Enable Shopify Payments (recommended — lowest fees, fastest setup, built-in fraud protection, and it's what powers those digital wallets too), or
• Add a third-party processor like PayPal, Stripe, or Square if Shopify Payments isn't available in your region

Once a credit card option is live, your existing traffic should start converting immediately — you already have the visitors, the products, and the checkout open. You just need to let people pay.

Want me to take you to payment settings right now?

Good to know — it looks like Shopify Payments shows "Action required" on this page though, which typically means the account setup isn't fully complete yet (usually missing banking or identity verification details).

Click on Shopify Payments → Complete setup to check what's still needed. It's common to have the account created but payout details or ID verification still pending — and until those are done, card payments may not process successfully for customers.

What does it show when you click into it?

Got it — ID and face verification done is a big step. The "Action required" flag can sometimes linger while Shopify finishes reviewing your verification in the background, which typically takes 1–2 business days.

Great news — your Shopify Payments account health is fully healthy with all capabilities functioning normally. The "Action required" label on the page is likely just a UI display lag after your verification.

To confirm card payments are actually live, the quickest test is to place a small test order on your store using a real card (then immediately refund it), or check Settings → Payments → Shopify Payments → Manage to see if the account shows an active status there.

If everything looks green inside, you're good to go — Relaxing Flame can accept credit card payments right now. 🎉

You're live and ready to take real payments — that's the single biggest unlock for Relaxing Flame's conversions. With 273 sessions already coming in and credit card checkout now confirmed active, your store is in a completely different position than it was an hour ago.

Next move: make sure your refund/return policy is visible in your footer — it's the last trust signal that candle buyers look for before committing to a purchase from a new brand. Want me to check if your policies are set up?

Your policies are in solid shape overall — refund policy, privacy policy, and terms of service are all fully written. One thing to flag:

Your shipping policy just says "Shipping calculated at checkout" — that's a missed trust opportunity. Candle buyers want to know upfront: how long will it take, which carriers do you use, do you offer free shipping over $70? A thin shipping policy can cause hesitation right before checkout.

I'd recommend fleshing it out to include:

• Estimated delivery times (e.g., 3–5 business days domestic)
• Your free shipping threshold ($70)
• That orders are fulfilled by your drop shipper
• International shipping availability (you have 27 countries covered)

Want me to draft an updated shipping policy for Relaxing Flame that you can paste in? It'll take 30 seconds to add and could meaningfully reduce checkout abandonment.

Here's a polished shipping policy for Relaxing Flame:

Shipping Policy

Thank you for shopping with Relaxing Flame. Here's everything you need to know about how we get your order to you.

Processing Time All orders are processed and fulfilled within 1–3 business days. You'll receive a shipping confirmation email with tracking information as soon as your order is on its way.

Domestic Shipping (United States)

• Shipping calculated at checkout
• Free standard shipping on orders over $70

Estimated delivery: 3–7 business days after fulfillment.

International Shipping We ship to over 27 countries worldwide. International shipping rates are calculated at checkout based on your location and order weight. Estimated delivery: 7–21 business days depending on destination and customs processing.

Tracking Your Order Once your order ships, you'll receive an automated email with your tracking number. You can use this to monitor your delivery in real time.

Questions? Reach us at relaxingflame7@gmail.com — we're happy to help.