FAQ AND E-COMMERCE POLICIES

Want to find out about our policies relating to the sale of products on this site, including shipping and return of products? Have other questions for Glade? Below are common questions about ordering from us and using our products. If you don't see the answer to your question, please Contact Us and we will get back to you within one business day. The policies described below are an integral part of the Website Terms and Conditions of Use that apply generally to the use of our site and you should review them carefully.

What is the Memories Project?

Memories give meaning to our life, and connect us with those we love. Glade believes in the inherent power of fragrance to spark memories and evoke emotions in everyone. Glade created the Memories Project to celebrate shared memories and to fund research to investigate how scent affects memory retrieval in people with Alzheimer’s disease.

Where can I make a purchase?

You can purchase a candle by visiting memories.glade.com

Is this collection available at a physical store near me?

Unfortunately, at this time, the collection is only available online at memories.glade.com.

Can I name the candle myself?

While you cannot name the candle yourself, you can customize a memory associated with the candle chosen. Simply follow instructions on the website to name your memory.

Will the image or memory shared be posted to the website or used by Glade?

No images or text will be posted to the Glade website.

The candles are sold out. When will they be back in stock?

Unfortunately, due to their limited release, once candles are sold out they can no longer be purchased.

How can I still participate in this project now that the candles are sold out?

You can donate directly to the University of Florida's Center for Smell and Taste at https://www.uff.ufl.edu/give-now/?fund_id=007741&appeal=GZITO. You can also participate in the Memories Project leading up to Mother's Day by celebrating your own shared memory with a loved one on social media using the hashtag #memoriesproject.

What cause does this project benefit?

The Memories Project supports research efforts specific to Alzheimer's disease and the possible benefits that scent can have on memory retrieval in patients.

How can I help or get involved in the Memories Project?

You can join us in celebrating shared memories by sending a loved one a customized candle from the six fragrances we curated specifically for this project.

Why did Glade decide to partner with the University of Florida's Center for Smell and Taste?

The UFCST embodies a multidisciplinary approach to research in the chemical senses. This center has a broad expertise in the science of smell and taste, and is applying their knowledge base to create a unique opportunity to advance discovery, application and education in the chemical senses.

Where can I go to learn more about the Center for Smell and Taste?

You can visit their website to learn more at http://cst.ufl.edu/

Why did Glade choose the month of April to launch?

Glade believes that cherished memories deserve to be celebrated. We chose to launch during the month of April leading up to Mother's Day as it's a perfect occasion to celebrate the countless memories that are shared between a parent and child.

Why Alzheimer's disease?

While Alzheimer's disease has no cure or treatment, there are emerging multi-sensorial reminiscence therapies aimed to help memory retrieval and provide comfort to patients and their caregivers. Because Glade believes in the power of fragrance, we want to support the progress of the research on how scent affects memory retrieval in people with Alzheimer's disease.

Are the people used in the film "real"?

Yes, the story that was captured is a real-life caregiver, Claire, and her mother who has Alzheimer's disease.

Why did Glade decide to use a "real" family instead of actors?

As more than 47 million families suffer from the affects of Alzheimer's disease worldwide, it was important to capture a true and genuine relationship and the emotional struggles of an affected family.

Was any of the content scripted?

No content in this film was scripted, all reactions and verbal communication in the film are genuine.

WHAT IS YOUR SHIPPING POLICY?

Please review the checkout page before you submit your order for the shipping methods available for your items. We will arrange for shipment of the products to you in accordance with the applicable method selected. You will pay all shipping and handling charges specified during the ordering process. Title and risk of loss pass to you upon our transfer of the products to the carrier. Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipments.

How Long Will It Take My Order To Arrive?

Orders will generally arrive within 2-7 business days based on the delivery location. Most orders are processed and shipped within one business day of the order placement. Tracking numbers are provided day of shipment if you have created an account on glade.com. If you checked out as a guest, you may not receive communication from us.

How Do I Get My Order Tracking Information?

To track your order, you need to create an account on memories.glade.com. If you have an account, please login to My Account and click on My Orders. Then you can click on the View Order button for the order you want to track. If your order status is shipped, click on Track Your Order for the items you want to track. For further assistance, please call Customer Service at 866-764-4605, Monday through Friday, 8:00AM-4:00PM CST. Or email us at orders@glade.com.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

No, you do not need an account to place an order. You can order as a "guest." The use of certain functions of the site, like tracking your orders, requires you to have established an account. However, an account is not required to make a purchase from glade.com. To establish an account, click here. We will handle all information received from you in connection with your registration in accordance with our Privacy Notice.

Do You Ship To My Country?

We currently ship only to destinations within the contiguous United States.

Why Am I Not Getting Transactional Emails?

First, please check your spam folder as sometimes your settings are strict and block transactional emails. If you did not create an account on the glade.com website, and checked out as a guest, you will not receive a welcome email, however when your order ships you will receive a shipping notification email so you can track your order.

How do I Know If I Have An Account?

If you created an account, you will have a password. If you do not know, you can go to the login screen and click "Forgot Your Password" then enter your email and submit. If you have an account, the instructions will be sent to your email to reset your password.

How Will the Charge Appear On My Credit Card?

The charge will appear on your credit card as: "SHOP GLADE".

Do I have to Pay Sales Tax?

By law, we must charge sales tax in all states where we have a business presence.

Where Can I Find a Copy of My Order?

Please login to your account to access your order details and history. You can click on My Orders to view details of your order.

How Do I Start a New Order?

To start a new order, simply add the items that you would like to purchase to your shopping basket. Please note, items will remain in your cart for 30 days, until you remove the items from your shopping basket, or until you clean your browser cache.

Why Are You Not Accepting My Credit Card?

There are many reasons for a failed credit card transaction. Your card information may have been entered wrong, the card may have expired, reached its limit, or a malfunction may have occurred with the credit card processing system. Please double check your information. If you continue to have problems, please contact our Customer Service Monday through Friday, 8:00AM-4:00PM CST at 866-764-4605. Please provide them with any error messages you may have received.

What Is Your Refund Policy?

Except as described below or other products designated on the site, if you are dissatisfied for any reason with your order from memories.glade.com, we will gladly make an exchange or refund your money on unused items within 60 days of your original receipt. Simply return the unused item(s), in their original condition, to us within 60 days of your original receipt in accordance with the following instructions: Glade Returns Dept.684 County Line Road Bensenville, IL 60106 and include reason for return, specifying whether you'd like an exchange or a refund. You will be responsible for the shipping charges to return the unused item(s) to us and you bear the risk of loss during shipment. After we receive and inspect your item and verify compliance with the requirements of our refund policy, we will promptly reship or refund your credit card. Please allow for time for the credit card issuer to credit your account. The credit card issuer determines when the credit will be reflected in your statement. To obtain an exchange or refund, you must have purchased the item(s) at memories.glade.com. For items purchased in retail stores, please contact the store where the purchase was made to review their refund policy. The amount refunded will be the price paid by you for the returned item (which reflects the amount of any discounts, promotions or coupons you received), including sales tax charged with respect to the item, as applicable. The amount refunded will not include the original shipping and handling costs paid by you. ALL SALES ARE FINAL ON OUR LIMITED EDITION AND DISCONTINUED PRODUCTS AND ON OTHER PRODUCTS DESIGNATED ON THIS SITE AS NON-REFUNDABLE, AND WE WILL NOT ACCEPT EXCHANGES OR REFUNDS ON THOSE ITEMS.

How Do I Cancel My Order?

To cancel your order, please contact Customer Service at 866-764-4605 Monday through Friday or e-mail us at orders@glade.com on the day you placed your order. Due to our desire to promptly ship out customer orders, we cannot guarantee that your order can be cancelled. However, we will make every effort to cancel your order provided that it has not entered the shipping process.

ARE THERE OTHER TERMS AND CONDITIONS APPLICABLE MY PURCHASE AND USE OF THE SITE?

Please review our Website Terms and Conditions of Use, which covers terms and conditions of use generally applicable to our sites, including terms relevant to e-commerce activities (GENERAL TERMS APPLICABLE TO E-COMMERCE), terms addressing the registration and management of your account on this site (REGISTRATION), and terms addressing rights and limitations in the event of a dispute or claim (JURISDICTION, LIMITATION OF LIABILTY, DISCLAIMER and INDEMNIFICATION).

HOW DO YOU PROCESS DATA COLLECTED?

Our Privacy Notice governs the processing of all personal data collected from you in connection with your purchase of products through this site.
The Memories Project funds the University of Florida Center for Smell and Taste research to investigate how scent affects memory retrieval in people with Alzheimer’s disease.

Glade® is not profiting from the sale of any Memories Project candle.