We are in Auburn, NY which is located in Central/Upstate NY and all items are shipped directly from us (no dropshipping done here).

Many probably haven't heard of Auburn, it is close to Syracuse.  If you're a sports fan - GO SU!

We are in what is known as the Fingerlakes Region, AKA Wine Country.  Yes Wine Tours are a big thing here and they are a blast ;) I wouldn't recommend them before a work day though.

We are personally spoiled by Amazon Prime & know how nice it is to get something quickly.  Therefore, all orders ship out within 48-72hrs

If for any reason an order will take longer to get out - we will be sure to note this clearly in the product description or inform you.

  We aren't one of those companies that likes to hide things in the fine print & be sneaky.  We have your back!

Want your order shipped out quicker? Add a RUSH to your order during checkout!

• Items typically ship through UPS or USPS (sometimes FedEx).  This depends on weight & location.
• We want to ensure customers get the fastest & most affordable options available. This is why we use different carriers, because the weight of our items vary greatly and so do our customers locations.
• For any free shipping offers, the cheapest carrier will be used. This is typically USPS ground or UPS ground
• These offers are only good for the contiguous U.S. unless otherwise noted.
• If you wish to have a faster method or choose your carrier, you can find shipping upgrades during checkout.

• YES we do ship internationally!
•  Customers are responsible for any duties/import fees.
• Shipping costs are estimated during checkout for international orders.

Choosing USPS International First Class

This is the least expensive and SLOWEST shipping option for international orders.  Orders shipped USPS International First Class can take over a month to arrive and are not able to be tracked once they leave the US.

We highly recommend an upgraded shipping option for international orders.  Once your order leaves our warehouse we are not responsible if your order is lost in transit.  We would recommend choosing FedEx International as your shipping choice to ensure tracking is accurate for your order.

*If you have any issues with the delivery of your international order please contact the shipping company directly for assistance.*

Currently we offer free shipping for the contiguous U.S. states once you hit a minimum purchase threshold. All other locations do require a fee, which is calculated at checkout.

Whether or not it's good, depends on you. If you need your order in a hurry, we would not suggest it.

As any free shipping offers, are sent via the cheapest method (typically USPS or UPS ground); which also means the slowest.

However, we do offer various upgrade shipping options during the checkout process.

*Please note delivery estimates are from time of shipping not time of order.* 

Standard order fulfillment time is 48-72hrs hours. Please see previous FAQ for further info on this.

It is very important to review your order before submitting it to ensure all information is accurate. 

If you enter a wrong shipping address, please contact us as soon as possible so we may change the address before your item ships. 

Once an order ships we are unable to make any changes to the delivery address.

If an order is returned to us, shipping will need to be re-paid before the order can be reshipped. In many cases, additional fees will be required as well if the carrier charges us to send the product back to us. 

Read full details on all shipping info on our Shipping Policy Page here

If it has been several days and your tracking has not updated, feel free to reach out to us or the carrier.

We can also help you file a claim or file a claim on our end. Once an investigation has been completed by the carrier, we can/will either reimburse you or resend the product.

Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order.

Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages.​  They are usually great about tracking items down. 

Once it is out of our hands we have no control unfortunately.  But if for some reason your item is missing out, after reaching out to the carrier feel free to also Contact Us and we will reach out on your behalf too!

If you are an international customer, tracking and shipping may be delayed especially during this time.  Please have your tracking # ready and contact the shipping carrier for further details.  International orders should choose FedEx shipping when checking out for the best assistance and tracking.

You must contact us within 7 days of your package being received with any issues.

• We do not accept returns due to "mind changes" or not fully reading descriptions. 
• All returns packages must be received within 20 days of the date your order shipped from us.  Due to unexpected shipping delays, if your return gets held up during shipping this will NOT be held against you.
  
• Refunds can only be issued to your original payment method or you can receive a gift card to your email for store credit!
• We do not have an "exchange" process - simply return your item and place a new order for the alternate item.  We will refund for the original order as appropriate (see below).
• If a return is accepted, buyer is responsible for return shipping fees (unless there is a mistake/damage on our end)
• Discounted items are final sales and cannot be returned or exchanged (these items will also be noted in their description if they are not able to be returned). These are usually items on our imperfect page
• Returned items must have tags still on and be returned in original packaging
• Returned items must have no visible signs of use
• Seasonal items are final sales

Shipping is non-refundable, except in cases where we have made a shipping error and/or something else happened during shipping. If we messed up, we take FULL RESPONSIBILITY!

Non-Refundable Items

• Returns received after 20 days of the original order shipment date.
• Returns received in used, damaged or worn condition.
• Returns requested after 7 days of deliver
• Imperfect/Sale items or Seasonal items
• Soaps/Linens or personal use items
• Any special offers where terms state that sale is final.

No Returns or Credits for Items Shipped Internationally

Either Contact us via our contact page

or visit our Return Center: https://giaroma.returnscenter.com/

within 7 days of delivery.

Wine country! Also known as the Fingerlakes. Also known as Upstate, NY.

If we are getting real specific, we are in Auburn, NY and all items ship directly from us. We do not dropship.

All items you find on our site either fall in one of the following categories:

1. The owner/founder Angela also owns a graphic design business she started in 2013 after her first child was born (a business her son, before he turned 1, inspired her to create. But that's a story for that business).  She has used that skill to create unique one of a kind pieces.  You'll see her sense of humor & sarcasm in some of these items too.  We then hunt for a combo of top quality and affordable materials to put our designs on, either in the U.S. or internationally.

We do our best to find items that are also eco friendly.  No not all of our items are, but if we can find a way to create something that is, we do!

2. We do a LOT of research in other small businesses and U.S. based companies.  Find products we love and then bring them here.  This way not only are we providing you with amazing items but helping support other local businesses and shops!

So no, we are NOT one of those sites that drop ships item from China & you're not going to get an item for 30-60 days and then it looks nothing like the actual picture.  Think we all have fell victim to those types of stores/sellers.  UGH! 

Yes we do!

The best way to know when there is a sale is to sign up for our newsletter. The 2nd best way is to follow us on IG @Gia.Roma as we sometimes announce deals there. Our email subscribers, always are the first to know though!

Lastly, obviously things happen in product and/or shipping on our end too.  So we don't always get perfect items.  They can not be up to our standards, could have a random stain or something else.  When this happens - we either Donate them or they end up on our IMPERFECT PAGE at HUGE discounted rates!

Items are are almost always 90% good, just have flaws that we'd never sell to our customers at full price or sell and "hope" you don't notice.  Full transparency over here! So if you're looking to get some awesome items at an unbeatable price, checkout the Imperfect Page under our deals section!

At this time we are not taking custom requests and are unable to do custom labels, candles or other products.

The owner does make Custom Digital Files though! So if you see something you like and want to print it out yourself at a local print shop  like walmart, walgreens, staples or online.  Feel free to visit CPNY.STORE on etsy to reach out to her or one of her team members!

If you are a major retailer please contact us with full details on items you're seeking, amount, price target and any other info you may find relevant at hi@gia-roma.com

YES! We never planned to. After having many businesses reach out to us about our products, we started selling wholesale in 2021.

We can now be found in stores across the U.S., Europe, and Canada!

You can shop us Wholesale here on our Wholesale site, by signing up here: https://giaromawholesale.com/account/register

Or shop us on Faire here: https://faire.com/direct/giaroma 

Please note you must be a registered business and provide a copy or your business license to purchase wholesale from us.

Yes! You make our world go round ;)

We work with a very limited spot of Influencers and bloggers hand in hand.  We want to grow with you and help you succeed!  We don't like wam bam thank you ma'ams, we love building a relationship.  We've found this is very beneficial and adds, commas into those commision checks ;)

If you're interested in becoming part of our team and working one on one with us, email us at hi@gia-roma.com

If you just want to see a check and not worry about all the introductions and take a more backseat approach.  By this I mean just getting an affiliate link and selling whenever you feel like and making money while you sleep.  Then you can go sign up here: https://www.gia-roma.com/pages/register-affiliate-account

What that will do is give you your own link to sell items and you can track everything on your end and we can on our end.  This also offers you a chance to earn more.  The more you sell, the higher your commission rate will go up.  All it takes is a couple posts whenever you're up to it and when sales come from your link, you get a portion of that sale!

Travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are hand wash only.These are also NOT microwave safe.  Do NOT use these products in the microwave

Ceramic campfire mugs are dishwasher + microwave safe, but to keep all Gia Roma mugs looking their best, we recommend hand washing with a non-abrasive cloth to keep lettering from fading.  These items ARE microwave safe. Meaning these mugs can be used in the microwave without causing damage to the mug or microwave.

Microwave safe does not mean these mugs will not get hot in the microwave. These mugs will get hot. To avoid burns always use caution removing mugs from the microwave.

All products will have care instructions in their product description and some of our items even come with care cards :)

Candles can melt when on hot shipping trucks and if your order is left outside in hot temperatures. 

Shipping companies will not reimburse for melted candles so we cannot be held liable for melted candles.  If you believe your order will be going through very hot climates for an extended time, please choose an expedited delivery service or make sure you know when your order will arrive, to avoid it sitting in hot temperatures for an extended time.

• Place your candle on a heat safe surface away from any drafts.
• Keep out of reach of children + pets.
• Our candles are great for bathrooms, bedrooms, kitchens, living rooms, and more.
• Every place and area is different. If you have a room with high ceilings you may want to burn two candles at once to create the atmosphere you're desiring. A single candle in a smaller room or bathroom works great.

You'll want to make sure you burn your candle until the wax pool reaches the side of the jar.

Enjoy your candle burning for up to 4 hours then it's best to extinguish. Be sure to never leave a candle unattended.

Enjoy your candle until around 1/4" of wax remains at the bottom of the jar. All candles will have care instructions in their description :)

BURN TIME:

• We have all different types & sizes of candles.  Some last for only 25+ hours, others 40+ hours and our 11oz all the way up to 90+ hours.  As we add to our Candle Collection and get larger candles, this time may change too. 
• Each candle will have its burn time in the description details, so read that to see further info on specific candle burn times.
  

WICK LENGTH:

• Trim your wick to 1/4" before lighting each time.
• Keeping your wick trimmed to approximately 1/4" will prevent your candle from smoking or throwing sparks while burning.

CANDLE WON'T LIGHT-WHAT TO DO?

• If your candle won't light the wick either has too much wax on it or was cut too short. Dig out some wax around the wick and re-light.

HOW SHOULD I EXTINGUISH MY CANDLE?

• You can use wick dippers to gently dip the wick into the wax and pull the wick back out is the recommended way to extinguish your candle to avoid smoke.
• Blowing out your candle or using a candle snuffers to extinguish your candle will also work.

What kind of Wax Do You Use?

Our wax is either a soy wax blend made in the USA or all Soy (items will say in the description). It is all natural, made with US grown soy, kosher, and has a great scent throw! Vegan Candles

What Are Your Wicks Made Out Of?

Our wicks are made out of cotton.

They are all metal, lead and zinc FREE. 100% Organic Clean Cotton Wick so you can breathe safe while enjoying our artisan crafted candles for an aromatherapy experience!

What Kind of Fragrance Oils Do You Use?

We use a combination of essential oils and premium natural fragrance oils. All of our fragrances are 100% non-toxic when used for their intended purposes, in candles. 

Make sure to read each candle description for more in depth details of each candles contents and to see which scents and/or essential oils are used.

How Strong Are Your Candles?

We use the highest scent to wax ration possible to ensure a full fragrance.  We do not use toxic chemical boosters found in many commercial candle brands so our candles to not have overpowering scents.  We recommend using multiple candles if using in a larger space or a room with high ceilings.

Do Your Candles Contain Phthalates?

No way! Our candles are Phthalate Free, Cruelty Free, Gluten Free and Non Toxic!