Refund & Return Policy
Last updated: September 28, 2026
No returns or exchanges
Because our products include incense and other personal-use items, all sales are final. We do not accept returns or exchanges.
Problems with your order: refund or replacement
If something is wrong with your order, we'll make it right. We offer a free replacement or a full refund if:
- your item arrived damaged or broken;
- your item is defective;
- you received the wrong item or an item is missing from your order; or
- your package was lost in transit.
You do not need to send the item back.
How to request a refund or replacement
Email us at stillandroot@gmail.com within 14 days of delivery (or, for a lost package, within 14 days after the estimated delivery date) and include:
- your order number;
- a short description of the problem; and
- photos of the item and packaging (for damaged, defective, or wrong items).
We'll review your request and reply within 1–2 business days to confirm whether you'll receive a replacement or a refund.
Refunds
Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement. Shipping costs are refunded when the refund is due to our error, damage, or a lost package.
Order cancellations
If you need to cancel, email us as soon as possible. If your order has not yet shipped, we'll cancel it and issue a full refund. Once an order has shipped, it can no longer be cancelled.
Contact
Questions about this policy? Email stillandroot@gmail.com or write to us at 720 41st Ave #12, San Francisco, CA 94121, United States.