A tunnelling candle can definitely be a problem! A candle can tunnel for multiple reasons.
The most common reason is due to burning a candle improperly. Normally, you should let the candle burn long enough to melt the wax all the way across the candle each time you light it. If you don’t let it melt all the way across and blow it out, it solidifies and leaves an indentation in the wax. Repeats of this cause a tunneling candle. It generally takes at least 1 hour to melt the wax all the way across.
One way to fix a tunneling candle is to get the wax to a level that the flame can melt it all the way across the diameter of the candle. We have two suggestions for this:
1) Scoop the higher wax out with a spoon or a butter knife until the flame can melt the wax evenly. The removed wax works very well as an air freshener if you keep it in a small container.
2) You can take a hair dryer and melt the higher wax on the side so it settles to a more even surface.
Before you try these steps, take a top and side view photo of your candle.
If neither of these helps your candle to burn properly, then we need you to send our customer service team the pictures of your candle so we can clearly see the issue. The more pictures we have of a tunneling candle, the better prepared we can be to help with a solution.