Frequently Asked Questions
Last updated: July 28, 2025
Find quick answers to common questions about our products, orders, shipping, and more. Can't find what you're looking for? Contact us — we're happy to help.
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay. All payments are processed securely through PCI-DSS compliant payment processors. We never store your full credit card number on our servers.
Can I modify or cancel my order after placing it?
Orders can be cancelled for a full refund within 24 hours of placement by contacting us at support@chroqbnos.com. After 24 hours, the order enters processing and cancellation is not guaranteed. If the order has already shipped, it cannot be cancelled — you would need to follow our return process upon delivery.
Is it safe to enter my credit card information on your site?
Yes. We use SSL/TLS encryption for all data transmitted between your browser and our servers. Payment data is tokenized and processed by PCI-DSS Level 1 compliant processors (Stripe, PayPal). We only retain the last 4 digits of your card number for reference.
Do you charge sales tax?
We collect applicable Colorado state and local sales tax for orders shipped to Colorado addresses. For orders shipped to other states, we may collect sales tax where required by law. Tax is calculated and displayed at checkout.
Can I use multiple discount codes on one order?
Only one discount code may be applied per order. Discount codes cannot be combined with other promotions, clearance items, or gift card purchases. Some codes have minimum purchase requirements or category restrictions — see the specific promotion terms for details.
Shipping & Delivery
How long will it take to receive my order?
Standard shipping takes 5-7 business days, Express takes 2-3 business days, and Overnight takes 1 business day (if ordered before 12:00 PM MT). Processing takes 1-2 business days separately. Total delivery time = processing + shipping. See our Shipping Policy for full details.
Do you offer free shipping?
Yes! Free standard shipping is automatically applied to all orders of $75.00 or more (after discounts, before tax) shipped within the United States. Orders under $75 ship for a flat $7.99.
Do you ship internationally?
Currently, we only ship within the United States, including Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, and APO/FPO/DPO military addresses. Sign up for our newsletter to be notified when international shipping becomes available.
How do I track my order?
Once your order ships, you will receive a shipping confirmation email with your tracking number and carrier. You can track your package on the carrier's website (USPS, UPS, or FedEx). Tracking may take up to 24 hours to update after you receive the notification.
My package was lost or stolen. What should I do?
If tracking shows no updates for 7+ business days, contact us within 30 days of the ship date to file a claim. For stolen packages after delivery confirmation, we recommend contacting the carrier or your local police department. See our Shipping Policy for full details.
Returns & Refunds
What is your return policy?
We offer a 7-day return policy from the date of delivery. Items must be unused, in original packaging, with all accessories and components present. See our Return & Refund Policy for full conditions.
How do I start a return?
Email support@chroqbnos.com with your order number, the item(s) you wish to return, and the reason. Include photos if the item is damaged or defective. We will respond within 2 business days with a Return Authorization Number (RA#) and instructions.
Who pays for return shipping?
If the return is due to our error (wrong, defective, or damaged item), we provide a prepaid return label at no cost. For buyer's remorse (changed mind, ordered wrong item), the customer is responsible for return shipping costs.
When will I receive my refund?
Refunds are processed to the original payment method within 5-7 business days after we receive and approve the return. Credit/debit card refunds may take an additional 3-5 business days to appear on your statement.
Products
What types of products do you sell?
We sell candle making tools, silicone molds, starter kits, workspace accessories, and business supplies. We do not sell finished candles, fragrance oils, essential oils, wax, dyes, or chemical additives — we focus exclusively on tools, molds, and kits for makers.
Are your silicone molds food-safe?
Yes, our silicone molds are FDA-compliant food-grade and LFGB-certified. They are heat-safe up to 450°F (232°C) and can be used for candle making, baking, resin casting, and soap making.
Are your products safe for beginners?
Absolutely! Our starter kits are designed specifically for beginners and include everything you need to get started. We also have a Learn Center with step-by-step tutorials. Always read our Product Safety Warnings before use.
Do you offer wholesale pricing?
Yes, we offer wholesale pricing for qualifying businesses. Contact us at support@chroqbnos.com with your business details and resale certificate for a wholesale catalog and pricing sheet.
Account & Newsletter
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders, save favorites, view order history, and check out faster. Create an account.
How do I unsubscribe from the newsletter?
Click the "unsubscribe" link at the bottom of any marketing email. You will be removed from our mailing list immediately. You may still receive transactional emails (order confirmations, shipping updates) related to your orders.
Company
Where are you located?
BILENA TRADING LLC is headquartered at 505 City Pkwy W Suite 2933, Orange, CA 92868. We are a Colorado-registered company. Our products are warehoused and shipped from the United States.
How can I contact customer support?
You can reach us by email at support@chroqbnos.com, by phone at (332) 269-6689 (Mon-Fri, 9 AM - 5 PM MT), or through our Contact form.
Do you have a physical retail store?
We are currently an online-only store. This allows us to keep prices competitive and offer a wider selection. Sign up for our newsletter to be notified of any pop-up events or market appearances.