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faq

what is our incense made out of?
our sticks are made out of bamboo, wood powder and guar (a type of legume) powder. we dip our incense into high quality essential oils and an organic liquid solvent to ensure the scent is strong and long lasting.
how do I use incense?
place your incense in an incense holder. light the dark brown end of the stick. let the flame burn for ~10 seconds and then carefully blow it out. smoke will begin to rise and the aroma will fill the room.
always burn in a well-ventilated area and away from inflammable material. never leave burning incense unattended or near children, pets or a draft. always burn within sight.
please consult a physician before introducing new products into your routine if you suffer from a severe illness or are pregnant or breastfeeding.
what is the burn time?
burn time per stick is approx. 50 minutes. if you don't want to burn the entire stick in one go, you can put it out by pushing the glowing end into a hard, non-flammable surface - as if you were putting out a cigarette. an alternative method is to dip the glowing end of the stick in water. avoid wetting more of the stick than necessary.
ensure that the glowing embers are fully out before you leave the stick unattended. 
how to clean incense ashes?
simply wipe the ashes from the surface onto a paper towel and dispose. wet a paper towel and wipe down the surface for any remaining residue. 
what about allergies?
like certain food ingredients, essential oil scents may trigger allergies even though they are from nature. if you notice any symptoms, please discontinue use.
why are some of my incense sticks different?
all of our incense sticks are hand-dipped with love and due to the handmade nature, each box of incense may differ slightly. 
what forms of payment do you accept?
we accept any major debit/credit cards (visa, mastercard, american express) as well as paypal, google pay and apple pay.
do you ship outside of canada?
yes. we now also ship to the US and UK. rates are calculated at checkout. this cost does not include potential customs or import duties.
when will my order ship?
your cuecalm order will typically ship within 1-3 business days of purchase date.
can I track my shipment?
all orders will include a tracking number. you will receive a confirmation email with the tracking number when your order is shipped.
what if I need to change or cancel my order?
if your order hasn’t shipped yet, please send us an email at help@cuecalm.com and we’ll do our best to change or cancel your order.
what if my order gets damaged in shipping?
we put extra care and attention when packaging your products but if any damage occurs during the shipping process, we want to make it right! please email us right away at help@cuecalm.com and we’ll help you out.
my package is lost (or maybe stolen)?
once an order has left our care, it is a bit out of our control. however, we will do our best to help you track your shipment. unfortunately, we cannot be held responsible for lost or stolen packages.
what is your online return policy?
we want you to be happy with your cuecalm experience! if you would like to make a return, please contact us at help@cuecalm.com.
giving back
we donate 1% of all proceeds to local charities dedicated to mental health. to learn more, please visit our giving back page.
what if I want to place a large order for corporate gifts, weddings, health & wellness events etc?
we offer special discounts for large orders. please email us at sales@cuecalm.com.
I want to carry cuecalm products! how can I purchase wholesale?
we offer special discounts for large orders. please email us at sales@cuecalm.com.