FAQs
Shipping
Where do you ship?
We currently ship to Mexico and the United States. For other countries, please contact us at contact@sacristore.com to inquire about availability and pricing.
How long does it take to process and ship my order?
Orders are processed within 3 business days. Shipping times vary based on your location and the shipping method selected at checkout.
Which carriers do you use for shipping?
We use Envia.com, which partners with carriers such as DHL, FedEx, UPS, Estafeta, Quicken and 99 Minutos to ensure the best rates and delivery options.
Are taxes and duties included in my order?
For orders within Mexico, all taxes are included in the price.
For orders to the USA, customers are responsible for any import duties or taxes upon delivery.
How can I track my order?
You can check the progress of your package with your tracking number which we provide you in the shipping confirmation email at any time.
Returns & Refunds
What is your return policy?
We accept returns for store credit only, provided the items are:
- Unopened and in their original packaging
- Returned within 14 days of delivery
What items are not eligible for returns?
Opened or used items, including burned incense, candles, or other used products, cannot be returned.
What should I do if my order arrives damaged?
If your package arrives damaged:
- Take clear photos or videos of the package before opening.
- Record the unboxing to document any damaged items.
- Contact us at contact@sacristore.com with the evidence, and we’ll assist you in resolving the issue.
Who pays for return shipping?
Customers are responsible for return shipping costs. We can provide a prepaid return label, and the cost will be deducted from the store credit issued.
Our Products
How should I safely use incense cones?
- Always place incense cones on a heat-resistant surface or in an appropriate incense holder.
- Keep away from flammable materials, children, and pets.
- Burn in a well-ventilated area to avoid inhaling smoke directly.
What are the safety guidelines for burning candles?
- Trim the wick to 1/4 inch before each use.
- Burn candles on a stable, heat-resistant surface.
- Never leave a burning candle unattended.
- Avoid burning candles for more than 4 hours at a time.
Can I use your sprays on fabrics?
Our sprays are crafted from natural, clean ingredients, including essential oils. While they are safe for most fabrics, we recommend:
- Testing on a small, inconspicuous area first.
- Avoiding direct spraying on white or delicate fabrics, as essential oils may cause staining.
Product is out of stock. What to do?
Most of our non-limited-edition products are handmade and/or lab made, they require a timeline of production. Restock takes around 2-4 weeks. We always take demand in consideration.
What ingredients are used in the products?
All our products are sustainably harvested without harm, most of our products contain essential oils, please see more detail in the package/description of the specific product.
Are Sacris® products Cruelty- free?
Yes, all of our products are cruelty-free, never been tested in animals before.
Where are the products made?
The majority of our products are hand made in Mexico. However, some components like packaging and limited edition porcelain are sourced internationally.
Where else can I find your products?
All products are original, made by and for Sacris®, you can find them online on our
webpage www.sacristore.com or contact
us for alternative point of sales.
Are limited-edition products restocked?
Our limited-edition items are available only while supplies last. Once they are sold out, they may not be restocked. We encourage you to purchase your favorite items quickly to avoid missing out.