Shipping & Returns

The short version: we pack fast, ship tracked, and if anything goes wrong, we fix it. The details are below.

Shipping

Where we ship. Currently within the United States.

Processing time. Orders are packed and handed to the carrier within 1–2 business days (Monday–Friday, excluding US holidays).

Delivery time. Most orders arrive 2–5 business days after shipping. Shipping rates are calculated at checkout.

Tracking. You'll receive a tracking link by email as soon as your order ships. If it doesn't appear, check your spam and promotions folders first — then email us.

Address changes & cancellations. We can change or cancel an order any time before it ships. Email focusincense@hourstick.com with your order number — within 2 hours of ordering is safest.

Lost or stolen packages. If tracking shows delivered but the box isn't there, give it 48 hours (carriers sometimes scan early), check with neighbors and your building's package area, then contact us — we'll open a trace with the carrier and make sure you're taken care of.

Returns

15-day returns. Unopened boxes can be returned within 15 days of delivery for a full refund to your original payment method.

Opened your box? If you've burned a few sticks and Hourstick isn't for you, email us anyway. We'll make it right with an exchange or store credit — we'd rather you find your scent than keep one you don't light.

How to start a return. Email focusincense@hourstick.com with your order number and the reason for the return. We'll reply within one business day with the return address and instructions. Return shipping is the customer's responsibility unless the return is our error.

Refund timing. Once your return arrives and is inspected, refunds are issued within 5 business days. Depending on your bank, it may take another 3–5 business days to appear on your statement.

Exchanges. The fastest route is to start a return and place a new order for the scent you want — we'll prioritize it.

Damaged or incorrect orders

If your order arrives damaged, or you received the wrong item, send a photo of the box and its contents to focusincense@hourstick.com within 7 days of delivery. We'll ship a free replacement right away — no need to send anything back.

Questions?

Check the FAQ or contact us — we reply within one business day.