Frequently Asked Questions (FAQ)
Last updated October 3rd, 2024
Product
Cannot find a product you want?
If you are interested in a product that does not appear in our catalogue, please feel free to reach out to us through our contact form.
Where are Certificates of Analysis located?
Account
How do I reset my password?
- Once the pop-up for the login prompt appears, click Forgot Password and you will be provided instructions on how to receive a link to reset your account’s password. This link will be sent to the email address used to register the account.
- If you have lost access to your email with an associated account, please contact [email protected] from an alternative email and provide clear details about your situation. Our support team will reach out to assist you further.
How do I initiate the verification process to validate my account?
Orders
Do you have a return policy?
We offer a generous, no-questions-asked 30-Day Money Back Guarantee for all products purchased from our website, the details of which can be found on our shipping & returns policy page.
For any questions not covered specifically by this policy or any other information please reach out to us at [email protected].
How can I check the status of my order?
- For desktop users, please ensure you are logged into the account under which the order was made, and mouse over the User Icon in the top-right hand corner of the webpage. From the menu which appears, select “Orders” to be redirected to a page which lists any pending or previous orders placed under the account, along with associated details including the order status.
- For mobile users, please ensure you are logged into the account under which the order was made and tap the User Icon in the top-right hand corner of the webpage. From the menu which appears, select “Orders” to be redirected to a page which lists any pending or previous orders placed under the account, along with associated details including the order status.
Payments
What payment methods do you offer?
We partner with and employ a variety of payment processing providers and options to create an experience that is accessible and convenient for the greatest majority of our customers, and to ensure that our customers’ information receives the utmost protection.
- Candor Chemicals does not in any way store your payment/financial information on our servers, nor do we have access to this information at any time during the checkout process, and your information is securely protected at all times.
Please select from any of the categories below for more information on each available payment method:
Stellarity Pay [Visa / Mastercard]
What is Stellarity pay?
Stellarity Pay is a convenient, secure method powered by our partners at the Stellarity Group which allows you to pay using your Visa or Mastercard debit card.
- Stellarity Pay functions as a crypto bridge – a payment system which allows us to accept fiat transactions placed with a debit card via an exchange of cryptocurrency.
- Your payment is still processed normally by your debit card/banking institution, and will process as normal on the website. There is no additional delay or verification required for this payment method.
This method is the fastest and easiest method offered, and we recommend using this payment option at checkout.
How do I pay with Stellarity Pay?
Paying with Stellarity Pay is simple:
- Once you have entered your shipping information and clicked the “Place Order” button during checkout, you will be redirected to a secure payment portal on the Stellarity Exchange.
- An account with the Stellarity Exchange is required to make purchases through this system; however, for your convenience, this account is automatically registered for you at checkout using the email address associated with your purchase (if checking out as a guest) or your candorchemicals.com account (if signed in).
- If you already have a stellarity exchange account associated with the email address used for your purchase/account, you may be asked to sign in to complete the purchase using that email or account.
- The page you are redirected to will allow you to enter your payment information as usual. You may then confirm the transaction and your order’s processing status will be updated.
Do you accept pre-paid cards?
Unfortunately, we do not have the ability to accept pre-paid cards at this time.
How will this transaction show up on my bank statements?
Transactions made using Stellarity Pay will appear on your financial or banking statements with the following descriptor:
- CONSUMER DEBIT DIRECTOR, STELLARITY.E PRAHA CZ
- The associated amount of the transaction will be the same as your order amount.
Please email our customer service team at [email protected] if you experience any issues with your financial statements or while checking out.
SnappyPay [Zelle / Interac E-Transfer]
What is Snappy pay?
Snappy pay is a convenient way to pay with zelle or your banking application of choice. The majority of banks and credit unions support this payment method. We use this method in order to accept payments from zelle.
How do I pay with Snappypay [Zelle]?
Simply scan the QR code and follow the simple instructions on how to send payment. Can be done with zelle or any banking application that supports zelle. Over 80% of banks and credit unions support zelle.
Coinbase [Bitcoin or other cryptocurrencies]
What is Coinbase Commerce
Coinbase Commerce is an easy-to-use payment method that lets you pay with a funded Coinbase account, or associated crypto wallet.
How do I pay with Coinbase [Cryptocurrency]?
Once you have entered your shipping information and clicked the “Place Order” button during checkout, you will be redirected to a payment portal on the Coinbase website.
- You may select a variety of options to complete the payment through Coinbase, including your:
- Coinbase account
- Self-custody wallet
- Smart wallet
- Metamask wallet
- Other supported wallet type
- Once you select an option from the list, follow the on-screen prompts to complete your payment. Your order will be confirmed and processed as soon as the transaction is settled.
- Please Note: For some cryptocurrencies, like Bitcoin, payments could take several minutes to complete, and thus there may be a slight delay in the time it takes to update your order’s processing status. This is normal, especially during high-traffic hours, and is not a cause for concern.
For more information check out coinbase’s tutorial: https://help.coinbase.com/en/how-to-make-a-payment
What crypto can I pay with?
- The list of cryptocurrencies which we support includes, but is not limited to, any of the following: Bitcoin, Bitcoin Cash, DAI, Dogecoin, Ethereum, Litecoin, SHIBA INU, ApeCoin, Tether and USD Coin.
- You can also pay with MATIC, USD Coin, and Wrapped Ether (WETH) on Polygon. While these are some of the more common forms of payment, a complete list of supported currencies can be obtained from Coinbase. For more information, please visit the Coinbase FAQ.
Direct Bank Transfer [ACH / BIC / SWIFT]
An ACH/BIC/SWIFT transfer enables the direct transfer of funds between one bank account and another utilizing the account number, routing number, and IBAN/SWIFT number of the banks involved in the transfer. This method offers a secure alternative to credit card transactions that eliminates the need for a credit or debit card or processing service, but requires longer processing times due to the delay associated with the finalizing of records between banks.
- This delay is referred to as the time it takes for the transaction to “clear” the bank, and is typically between 2 and 3 business days. After this time, the transfer of funds will be reflected on the account of the recipient.
- After the order is placed, you will be required to manually initiate a bank transfer of the amount reflected on the invoice which is provided to you by email.
- Orders made using this payment method will thus require an additional processing time depending on how long it takes the transaction to clear and be reflected on our own account statements. Typically, this means your order will be processed within 4-5 business days, but we actively monitor our statements in the wake of such orders and will process your order as quickly as possible after the funds have been received.
- Upon receipt of the funds, we will provide you with a receipt by email and your order will begin processing. You will also receive tracking information for the package associated with your order at the same time.
- If you have any questions, or wish to cancel an order placed via ACH/BIC/SWIFT transfer, please contact [email protected].
Unable to proceed to checkout?
- If you are unable to proceed to checkout from your cart, or if you try to access the checkout and it displays a 524 error code, please clear your browser’s temporary cache.
- Please also ensure that you are not attempting to use a VPN during the checkout process as this causes issues with our anti-spam security settings.
Shipping
Do you have a shipping & return policy?
Do you ship to my country?
We currently ship to the following countries/territories:
- Argentina, Austria, Belgium, Brazil, Canada, Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, Norway, Panama, Paraguay, Poland, Portugal, Puerto Rico, Slovakia, Spain, Sweden, Switzerland, United States, United States Minor Outlying Islands, and Uruguay.
If you intend or desire to place an order destined for an area outside any of those listed, please first contact [email protected] to confirm that shipping to this region is possible.
