Shipping Policy

Shipping Rates

• All US orders under $39.99: $10 flat shipping
• Free standard shipping for US orders over $40
• International orders under $99.99: $15 flat shipping
• Free worldwide shipping for all orders over $100

All final delivery fees are confirmed on your checkout page, and this amount stands as definitive in case of any pricing discrepancies.

Processing & Delivery Timeline

Every herbal incense blend and ceramic incense piece is handcrafted to order at our global craft fulfillment hub. Orders will be packed and dispatched within 3 business days after successful checkout.

Right after you place your order, an Order Confirmation email will be sent to your inbox. Once your parcel departs our facility, a separate Shipment Confirmation email will arrive with your unique tracking number for full transit visibility.

Standard international transit generally takes 9–18 business days, depending on regional customs clearance schedules. Delivery windows may extend slightly during holiday seasons or peak wellness shopping periods.

Countries & Regions We Deliver To

Australia, Canada, France, Germany, Japan, Singapore, South Korea, Taiwan, United Kingdom, United States

If your location is not listed above, reach out to our care team to check delivery availability.

International Customs, Duties & Delays

All shipping fees do not cover import customs duties, tariffs, brokerage taxes or local administrative charges. Any applicable cross-border fees are the sole responsibility of the purchaser and must be settled upon arrival in your destination country.

Packages may be held by local sorting facilities until outstanding customs charges are fully paid. We cannot offer full refunds or complimentary re-shipping if a parcel is refused due to unpaid duties or import taxes.

Should a refused shipment be returned to our facility, we will inspect the returned goods before processing a partial refund. Original shipping fees plus a $10 restocking processing fee will be deducted from your initial payment; only the remaining balance will be issued back to you.

Unsuccessful Delivery Attempts

If the courier alerts us of a failed delivery, our team will reach out to you via email to resolve the issue. If you do not respond to our messages or the shipping provider within the carrier’s designated holding window, the package will be returned to our hub.

In such cases where we have taken all reasonable steps to complete delivery, full refunds and free re-delivery are not guaranteed. If you wish to receive your items a second time, new shipping costs will be quoted and collected before re-dispatch. If you opt for a refund instead, original shipping charges plus a $10 processing fee will be subtracted before the remainder is refunded after we receive and inspect returned goods.

Lost or Undelivered Packages

If your order has been dispatched but never arrives, you must contact our support team within 30 calendar days of the shipment date so we can investigate and resolve the issue in good faith.

Requests submitted after the 30-day window cannot guarantee refunds or replacements unless you provide official carrier proof confirming non-delivery. Any store credit or partial refund will be determined at our discretion without obligation.

EXCHANGES & RETURNS

We accept eligible exchange or refund requests within 14 days after your package is delivered.

All returned items must remain unused, unburned, and preserved in their original intact packaging with all accessories included. Products damaged, stained, or missing components due to customer error are not eligible for return or exchange. Returned goods must be shipped back to our facility within 14 days after your return request is approved by our team.

How To Submit A Return / Exchange Request

Send an email to gentlestill@gmail.com to receive clear return instructions. If your request arises from damaged, defective or incorrectly made goods, please attach written descriptions and clear photos of the issue for our review.

Please note: If you request a return or exchange due to personal preference, or for issues fully described on our product listing pages, you will cover all return shipping costs to our fulfillment hub.

Refund Processing Timeline

Once we receive and inspect your returned items, you will receive an email notification confirming receipt and approval status of your refund. If approved, we will initiate your refund within 3 working days. Actual funds availability depends on your bank or payment provider’s internal processing speed and is outside our control.

Non-Returnable Items

Only full-price regular stock qualifies for exchanges and refunds. All sale, discounted, clearance items are final and cannot be returned or exchanged unless manufacturing defects are verified.

Circumstances We Cannot Issue Refunds

• Parcels refused by recipients due to unpaid customs duties and import taxes
• Shipments unable to clear border customs due to regional import restrictions
• Goods seized, confiscated or detained indefinitely by local customs authorities