Frequently Asked Questions
Everything you need to know about shipping, care, and your order. Can't find it? We reply within 2 business days.
Embers and Rain
Orders and Shipping
How long will my order take?
Every order is built and packed to order. We process it within 3 business days, and delivery takes 7-15 business days after it ships. You’ll get a tracking link by email as soon as it’s on its way.
Do you offer tracking?
Yes. We email a tracking number and link when your order ships. If you haven’t received it within 4 business days of ordering, contact us at support@embersandrain.com.
Do you offer express shipping?
Not at this time. Each order ships to order, and we can’t guarantee delivery speeds, so we’d rather give you an honest window than promise one we can’t keep.
Where do you ship?
We currently ship within the continental United States only.
Is shipping free?
Yes, shipping is free on all orders.
If I order more than one item, will it arrive together?
Items will usually ship together under the same tracking number, however as always great care is taken to ensure that each item arrives in perfect condition. In the event that the risk of damage is too great to ship together, items may be separated and shipped with individual tracking numbers.
Can I change my shipping address?
Only before your order has been processed. Contact us right away at support@embersandrain.com. Once it ships, we can’t redirect it.
Can I cancel my order?
Yes, within 24 hours of purchase, as long as it hasn’t shipped. After that, orders can’t be cancelled.
My tracking hasn’t updated in a while. What should I do?
If it hasn’t moved in 7 days, or your order hasn’t arrived within 15 business days of shipping, email us. We’ll check with the carrier and either reship your order or refund you.
Returns and Refunds
What if my order arrives damaged or incorrect?
We take great care packing every order, and we’ll make it right. Email us within 3 days of delivery with your order number and clear, unedited photos of the item, the packaging, and the shipping label. If it’s approved, we’ll email you a prepaid return label and cover the return shipping. Once the item is back with us and inspected, we’ll refund you in full, or send a replacement if you’d prefer and it’s available.
Do I have to send the item back?
Yes, for damaged or incorrect items we need the package returned before a refund is issued.
Do you accept returns if I change my mind?
Because every order is built and packed to order, we can’t accept returns or exchanges for change of mind. If you have a question before you order, please ask us. We’re glad to help.
How long do refunds take?
Approved refunds are issued within 5 business days of us receiving your returned item. Your bank may take an additional 5-10 business days to post it.
Products and Compatibility
What’s the difference between incense cones and incense sticks?
Cones are made for backflow burners, where the smoke pours downward like a waterfall. Sticks are for stick holders. Backflow burners need cones, and sticks won’t create the backflow effect.
Which products use cones, and which use sticks?
Dragon Falls, Lotus Stream, and Utulivu are backflow burners that use cones. Still Heart is a holder for sticks. If you are still unsure, refer to the product photos or contact us at support@embersandrain.com for confirmation prior to placing your order.
Are cones or sticks included with my burner?
No. Burners are sold separately from incense. You can add a box to your order on the product page. Cones come 45 to a box, and sticks 30 to a box.
Are your pieces handmade?
Our ceramic and resin pieces are semi-handmade, so small differences in color, glaze, and finish are part of their character.
Will my product look exactly like the photos?
We try to show every piece accurately, but screen settings and variation in finish mean there may be small differences in color and detail.
Use and Care
How do I use a backflow burner?
In general: place a cone on the burner’s heat-safe surface, light the tip, let it burn for a moment, then blow it out so it smolders. The smoke then flows down and pools around the piece. Use a stable, heat-safe surface.
How long does a box last?
It depends on how often you burn. If you burn one cone each evening, a 45-count box lasts about six weeks.
How do I clean my burner?
Let it cool completely, remove the ash, and wipe it with a dry or slightly damp cloth. Don’t submerge it unless the product instructions say it’s safe.
Safety
Is it safe to burn incense at home?
When used with care, yes, but incense burns and produces smoke. Burn it in a well-ventilated space, on a stable, heat-safe surface, away from anything flammable. Never leave burning incense unattended, and keep burners, incense, and ash away from children and pets. Let the burner and ash cool completely before moving or cleaning them.
I have sensitivities to scents or smoke. Should I use incense?
Smoke and fragrance can bother some people. If you’re sensitive, pregnant, or have respiratory concerns, talk to a healthcare professional before use, and stop if you experience irritation.