The Incense Match
Strike it up. Smoke it out.
What are your store hours?
Tuesday through Sunday 11a-6p (closed mondays). 24/7 online at OnatahGeneral.com for USPS delivery + free in store pickup.
Do you accept returns?
We will gladly issue a store credit or exchange within 7 days of purchase for items returned in new, unused/unopened condition and in their original package, with receipt*. Due to the nature of the product and/or vendor, the following items will not be eligible for return:
apparel, skincare products (unless they are sealed), jewelry + accessories (bags, earrings, necklaces, rings, etc...), CBD products, personal care items, MB Weavings rugs and table runners, perishable/food items and publications. Plants are case by case. We cannot be held liable for any kind of reaction you may encounter with products purchased at Onatah.
*we reserve the right to refuse returns.
The above rules apply with the exception of apparel: all apparel in new and unused condition in original packaging and with tags attached can be returned or exchanged within 7 days of receiving item. Any full priced item purchased with a discount is not eligible for return, but may be eligible for store credit or exchange. Returns must be postmarked within 7 days of receipt. Buyer is responsible for return shipping and insurance, and may forfeit original shipping charges from return.
Sale, donation and vintage items are final sale and are not eligible for return or exchange. Some sale, vintage and second hand items are likely to have minor flaws due to the nature of being pre-loved items, or from having been on our racks for a while (hence the sale price). Some examples of minor flaws include and are not limited to; pilling, markings, discolorations, loose threading, and other signs of wear from the previous owner and age.
Buy carefully. Buy thoughtfully.
What are your shipping policies?
All orders ship for $5.95! Most orders ship within 2-3 business days. Please allow up to 7 days in some cases for orders to ship. We currently only ship to the US and its territories. Live in the area? Select our local pickup option and we'll hold your order for you at the shop for pickup during our posted open hours.
Orders are shipped on weekdays, excluding holidays. Special events and promotions may result in longer processing times. You will receive an email notification as soon as your package is in on the way!
Weather and other delays are outside our control and not covered by shipment time guarantees. Once we pass off your package to the carrier, we are no longer in control of your package.
Some items including plants, beverages and excessively heavy items are not eligible for shipping, as described in the individual product listing. If one of these items is purchased with a shipping order, the cost of the product will be automatically refunded when the order ships.
*Additional shipment charges may apply to oversized and/or packages weighing over 5lbs. We try to notate this in product descriptions. If this is the case, we will contact you with an additional invoice for shipping.
**Please note that due to the weight, size, or value of some items or combination of items, we may upgrade your order to UPS. Signature is required for orders over $250.
Lost or Stolen Package?
Please ship your package to a secure location or post box to ensure it is delivered without risk of theft. Once a package has been scanned as delivered, theft is outside of our control and as we cannot recoup the value of the package from the shipping company, we are unable to offer a refunds for stolen packages.
If the package has been lost in transit and has not been scanned as delivered, we are happy to place a claim on your behalf with the courier. A replacement or refund will be issued once the courier has finished the claim investigation process.
Will you carry my products?
Look at our Instagram as well as our website. If your products would be a good fit, then send your line sheet or catalog along with a few product photos to firstname.lastname@example.org. Please note that due to the high volume of inquiries we receive, we cannot respond to everyone who reaches out. We'll be in touch if we're interested, and don't be offended if we're not. We're pretty small and can't carry everyone, even though we want to! Here are a few things we look for:
- Unique vendors and lines. Don’t knock off someone else’s work. We’ve probably seen the original.
- Products and packaging that are sustainable and/or give back. All natural, chemical free, no animal testing, minimal to no plastic please, etc...
- Thoughtfully designed packaging that would fit well in the shop.