IncenseHQ
Help Desk:
Hello
and welcome to our help center. Here you will find a variety of information and
related questions that will assist you in shopping with us. If you don’t find
what you are looking for here, please contact our
customer service department.
Email questions are Priority for us! Click on any link below to quickly go to
the subject.
Frequently
Asked Questions
Shipping and
Returns
Placing An
Order
Incense
Safety
Contacting
Us
FAQ’s
– The Sorry, We Don’t:
1.
Do you
wholesale? – No, we don’t currently wholesale, our only business is
retail.
2.
Do you
have a catalog? No, our product selections are too large, prices change due to
reasons beyond our control from importing and items change often. So, by the
time we have made a catalog, it would be out of date. Our website will always be
up to date and is our catalog.
3.
Do you
take checks and or money orders – Sorry we don’t. This is due to the majority of
shoppers that will commit inventory (hold product) and then never send payment.
It just takes too much time to handle these transactions. Electronic checks are
always welcome through PayPal – see here.
4.
Do you
ship internationally? – We don’t currently
Shipping:
We
ship all of our packages within 24 – 48 hours of the next business day. We do
have expedited services via Priority Mail, we can ship for: 2nd day
and/or 3rd day delivery if you need your package guaranteed on a certain
day. Please see the our
shipping
tab on the top of this page for further detailed information of rates or
click
here. We do have a FREE shipping option for orders $75.00 and
over.
Incorrect
Shipping Addresses:
Please make sure your delivery address is correct. We simply cut and
paste the address you provide us with. Include apartment numbers, suites,
business names or attention to’s because we cannot be responsible for lost
packages due to incorrect information. All packages are confirmed for delivery
by tracking numbers or delivery confirmations. Please don’t assume the postal
carrier knows who you are, they need this extra information. In the event we
make a mistake in your address that was not your fault, we will back it up 100%
and another package will be sent to you at no charge. Any package returned to us
because of wrong address can be reshipped but new shipping charges will apply.
We can also at your option, refund the purchase minus shipping
charges.
Lost
Packages:
Any claims of packages that are not received must be made
within 30 days of the original shipment. Lost package claims on orders that were
shipped and/or tracked as delivered by one of our carriers are not valid if made
more than 30 days after the shipment. Claims made within 30 days will be
investigated and approved or denied at our discretion. Most lost packages do
show up but can be late. Tracking a package may take up to 30 days before we can
send a replacement. All packages are insured by us with no extra charge to you.
If your tracking number shows your package was delivered, please check with your
business, apartment managers and even your carrier. They are usually just
somewhere else and can be found with a little extra effort.
Return
/ Refund Policy:
Our products are 100% guaranteed to your satisfaction. If
for any reason you are unhappy with your order, you may return it to us for a
refund within 30 days of your invoice. All packages returned must have the
original sales receipt with a quick comment about why you are returning the
item. Shipping charges are not refundable and all packages returned may be
subject to a 15% restocking charge. We will send you an email on day we credit
your account. All returns must be shipped back via USPS to our PO Box mailing
address located here.
Tracking
Your Package:
On the
day we ship, we send you the tracking and/or delivery confirmation number.
Status of your package can be found at: www.ups.com or www.usps.com. USPS delivery confirmation numbers
are for delivery confirmation only, these will not give you status of your
package during transit, only the day it was ship and the day it is
delivered.
Back
Order Policy:
We
have substantial inventory of all of our items and are rarely out of stock. Our
shopping cart will tell you when something is out of stock avoiding the lengthy
delays that are common with other retailers in this business. We don’t take
orders and then scramble to find the products from distributors (this is called
fulfillment) and then try to fill the orders. If for some unforeseen reason our
inventory is incorrect and the item is out of stock, we’ll give you a call. We
don’t do backorders for more then a few days, if an item is out of stock, we’ll
refund that item on day shipping occurs.
Payment
Options:
We
gladly accept payment via American Express, Discover, MasterCard and Visa
through our merchant account and/or PayPal. Our merchant account processes your
credit card in our shopping cart and PayPal users will be directed to their
account to finish payment. PayPal will also process credit cards without opening
an account. SORRY, no checks or money orders are accepted. If you have a
checking account, you may pay through electronic check using PayPal. Electronic
checks do take 3 – 5 business days to clear before we can ship.
Product Images
and Descriptions:
Product
images are subject to change. We do not guarantee that the image of every
product is the most up to date version of that product, as companies
occasionally change their product packaging and/or designs. We try the best we
can to stay up to date with imports, if for any reason you are unsatisfied with
product, you are always welcome to return it to us for a refund. See our Return
/ Refund Policy above.
Privacy
and Security:
IncenseHQ respects your privacy. We do not sell, rent,
or loan any identifiable information regarding its customers to any third party.
Any information you give us is held with the utmost care and security, and will
not be used in ways to which you have not consented. When you purchase products
from us, we DON’T put you automatically on any email list regarding updates
about special offers, new products, and new services. We believe in one-way of
doing business: if you like our products and services, you’ll come back again.
It’s just that simple, so please bookmark our page for future reference! Cookies
are only used to track your clicks as you go through our website, it is also
vital for keeping track of what is in your shopping cart on this your visit. We
NEVER track you once you leave our safe domain on the
Internet.
Credit cards are processed using the highest 128 bit
security available and are processed with Authorize.Net payment gateway
services. As an extra measure for your safety, we NEVER see your credit card
information or store it anywhere on our servers. For this reason, if we have a
problem in processing your credit card with the information you provided us, we
may need to call you and have you give us this info over the
telephone.
Can’t
find what you are looking for:
Did
you try the search feature we have in the top right corner of all of our web
pages? If you did, we
still have access to much more incense then you see here! If your looking for something special there is a good chance
that we may be able to find it for you. We’ll need country of origin, name of
product or manufacture and the quantity you are seeking. If possible, a picture
of the box would be helpful as well. Please make this request using our email
address.
Precautions
for Burning Incense:
Incense in general is safe to burn, but a few precautions and common
sense are needed when burning. Treat burning incense as you would a burning
candle or lit match.
- Keep
away from children & pets
- Never light or burn around
flammable material
- Make sure you use an incense
holder to safely hold your incense while burning
- Never
leave your home or office when burning
- Keep
your incense away from an open window that may blow the burner over and catch
something on fire.
- Wash
your hands after handling incense, some essential oils are too strong for the
skin.
More
Questions or Comments:
Please
contact us via email.
