FAQs

Everything you need to know about ordering and using our Palo Santo incense and wood products.

Product & Material Questions

Q: What are your incense products made of?
Our incense is crafted from a simple, natural blend: ~70% aged Palo Santo wood, and ~30% finely milled bark powder from Phoebe genus. We use no perfumes, essential oils, synthetic binders, or artificial fragrances. The aroma is purely from the wood itself.

Q: How are wood chips made?
We source reclaimed, aged Palo Santo wood, then grind it into raw chips and pack it in resealable bags. We do not extract essential oils from the chips, so the wood remains intact and naturally aromatic.

Q: What is Palo Santo wood?
Palo Santo (Bursera graveolens) is a South American wood valued for its distinctive aromatic character once naturally aged. Our stock comes from responsibly harvested Peruvian wood, not from cutting live trees, ensuring sustainability and respect for origin.

Use & Safety

Q: How should I use the incense safely?

  • Always place burning incense on a heat-safe surface or holder.

  • Light the tip until glowing, then gently blow out the flame; allow it to smolder.

  • Never leave burning incense unattended.

  • Keep away from flammable materials, children, and pets.

  • Use in a well-ventilated area.

Q: Are the products fragile?
Yes. Because we avoid synthetic binders, incense sticks can be delicate. Handle gently and store flat to avoid breakage.

Orders, Shipping & Delivery

Q: How long does order processing and shipping take?

  • We typically prepare and dispatch orders within 1–3 business days after purchase.

  • Once shipped, you’ll receive a tracking number.

  • For international orders, please allow an additional 10–14 days for delivery, depending on destination and customs.

Q: Do you ship worldwide?
Yes. We ship internationally, including to Australia, New Zealand, Singapore, Hong Kong, Japan, and beyond. (Note: Shipping availability can vary depending on customs/tariffs.)

Returns & Cancellations

Q: Can I return my order if I change my mind?
Yes, we accept returns within 30 days of purchase. Please review our full Refund Policy for details.

Q: What if part of my order arrives damaged?
If items arrive broken due to shipping, please contact us within 7 days of delivery with a photo of the damage. We’ll evaluate and offer a replacement.

Wholesale & Private Label or Bulk Orders

Q: I’m a retailer or brand, do you supply wholesale or private-label orders?
Yes, we offer both wholesale resale opportunities and private-label or white-label manufacturing. For wholesale orders or custom production, please visit our Wholesale or Private Label pages and fill in the inquiry form.

Q: What are the minimum order quantities (MOQs) for wholesale or private-label projects?
MOQs depend on format (sticks, cones, wood chips), packaging, and customization. We aim to support small- to medium-sized boutiques and brands. Please contact us with your requirements for a tailored quote.

Sustainability & Sourcing

Q: Is your Palo Santo sustainably sourced?
Yes. We use reclaimed, aged Palo Santo wood from responsibly harvested stock. No live trees are cut for new wood. We aim for low-impact production practices and mindful resource use.

Q: Do you use recyclable or eco-friendly packaging?
Yes. All of our packaging is designed to be minimal and recyclable. We aim to deliver fragrance and quality with minimal environmental footprint.

Still Have Questions?

If you have a question not covered here, or need more information, feel free to reach out via our contact form and we’ll get back to you promptly.