Privacy Policy


Below you will find general information about our online store operations. Please visit the links to our other site policies as well. We are available during hours of operation to answer any questions you may have. You can also contact our Customer Service team at

Will I get bombarded with emails?

You will only receive an email from WHITE MOUNTAIN CO when there are new items in the market, sales or events.

How can I get a refund?

Refunds will be issued only with a product complaint. If a candle is unsatisfactory please email Wooden wick candles do require a bit more care to be burned effectively.  Please encourage your customers to read the candle care and burn instructions card included with each candle.  Regular trimming of the wooden wicks, breaking off the burnt ash at the end of the wick with your fingers and discarding before burning will help the wick to light properly and burn at a safe height.

Can I use my debit card?

At this time, WHITE MOUNTAIN CO only accepts Canadian VISA, MasterCard, American Express or Discover credit cards online.

Do you have PayPal?

At this time you cannot use PayPal to pay for your order. 

Can I use an International Credit Card?

WHITE MOUNTAIN CO only accepts Canadian Credit Cards with a Canadian billing address.

Product Availability

We usually have the items displayed on our website in-store and ready for you, but this is not always the case. Product availability is based on what is available through We find out if a product is available when we order items not currently held in our warehouse. WHITE MOUNTAIN CO does not process your credit card until we can guarantee your item availability.

If we find that a product you ordered is out of stock, our knowledgeable Customer Service team members will offer insightful alternative suggestions to help complete your order. You may always cancel your order if items are found to be out of stock.

Website Troubleshooting

There is a lot that goes on behind the scenes at White Mountain We make it our mission to give you the best online shopping experience, however, if you are experiencing trouble with our site, here are some troubleshooting tips to try which may resolve the issue.

The first and foremost step would be to click the Refresh button on your browser. Alternatively, you may use the default keyboard shortcut (Control+R on Windows operating systems and Command+Ron Mac OSX). You would be surprised how often this fixes the problem.

If that does not work, try going to your Browser History and clearing out your website Cookies and your Cache.

If you have a problem logging in, clear your Cookies.

Last but not least, some browsers can cause website display issues or have the website behave irregularly. If you are having trouble with one browser, try switching to another one and often that will resolve the issue.

If you come across a problem that you can’t solve with these basic tips, please send us an email immediately so we can assist you. If you are emailing us about a website issue, please include the following information:

  • Your name and contact information.
  • The issue you were having. Please be as specific as possible. While accurate, ”your website doesn’t work” or “it didn’t let me buy anything” will not help us get to the bottom of the problem.
  • If you were looking to buy an item, please give us the name, colour and size of the item so that we can make sure it is available in inventory. Also provide us with the browser you were using (Chrome, Safari, Firefox, Internet Explorer, etc).
  • Your operating system (Windows, MAC, Linux, etc).
  • The device you were using (laptop, PC, mobile phone, etc).
  • Did you try any of the troubleshooting ideas listed above? If so, which ones?

The more information you can provide us, the faster we can solve your issue and help you get the products you want.

If you have questions about WHITE MOUNTAIN CO’s policies or the site in general, please feel to contact our Customer Service team via email at We are always happy to help!