Everything, answered.
How long does shipping take?
Orders are processed in 1 to 3 business days (that covers 90% of them), then shipped tracked. Just over half of parcels arrive 5 to 11 days after dispatch, so plan on roughly 6 to 14 business days door to door.
Where do you ship?
Inside the United States only, for now. Shipping is free on every order, with no minimum. We would rather serve one country properly than quote delivery windows we cannot keep.
How do I track my order?
The moment your parcel leaves the warehouse we email you a tracking number. Paste it into our tracking page and it takes you straight to the carrier.
Is the flame hot?
No. The "flame" is cool ultrasonic mist lit by LEDs. You can pass your hand through it. Nothing burns and nothing heats up, so it's fine on a wooden shelf, near curtains, or around pets.
What do I need besides the Hearth?
Two AA batteries for the remote, which are not in the box, and an oil if you want scent. Everything else is included: the diffuser, the remote, a USB-C cable and its wall plug. The simplest answer is The Hearth & Its Scents at $84, which is the Hearth, the four-bottle Starter Set and a bottle of Sandalwood — $114.99 if you bought the three separately. No code; the price is the price. The Hearth on its own is $69.99, and any water-soluble aroma oil works in it.
Which oils can I use?
Any water-soluble aroma oil. Add a few drops straight into the 150ml tank and the mist carries the scent. Ours come in eleven scents, sold as a four-bottle Starter Set or one bottle at a time, and they travel on the same line as the Hearth, so an order with both arrives in one parcel. Skip the oil whenever you just want plain, unscented mist. Tank only: never put these on skin.
Can I leave it running overnight?
Yes. Set the 5-hour timer and it runs roughly until the 150ml tank empties, then the dry-protection switches it off on its own. At about 30dB it's quieter than a soft conversation.
How do I clean it?
Empty the tank, wipe it with a soft cloth and let it dry before the next fill. If you use oils, rinse the tank weekly so residue does not build up on the mist plate. The cotton wick inside the atomizer is a wear part: rinse it when the mist weakens, and replace it if it stops recovering. Spares are not included.
What is your return policy?
30 days, no questions asked. Email hirosnoirsupport@gmail.com and we'll handle it. The full terms are on our return policy page.
What if it arrives damaged?
Send us a photo within 30 days of delivery and we replace it or refund you. You keep the damaged unit; shipping it back costs more than it is worth to everyone involved.
Can I change or cancel my order?
If it has not been packed yet, yes. Email us as soon as you can with your order number. Once the tracking email has gone out the parcel is with the carrier and the return policy takes over.
How do I reach a human?
Write to hirosnoirsupport@gmail.com or use the contact form. We answer within one business day, usually the same one.
Still not sure?
Write to us before you order, not after. We would rather talk you out of the wrong thing than process a return.
Contact us