We package and ship our products as advised by professional shipping companies. If your package has been damaged during shipping please take pictures and contact us at sales@icenfire.ca. We do our best to prevent this but sometimes, due to temperature changes (hot/cold) candles can become dislodged from the tapered glass votive or chip during shipping. This will not affect candle performance. Wax melts can crack during shipping. Soy wax is naturally a soft product and although we will do our best to package for a soft trip, they can possibly crack. This will not affect usage when you remove the cubes for use in a warmer.