Legal Notice

 

Products from our store are not to be used by or sold to anyone under the age of 21. Buyers agree to abide by all state and federal regulations. All Products offered for Sale or Sold are NOT MEANT FOR HUMAN CONSUMPTION. We do not ship to anywhere that does not comply with state law.

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Shipments & Returns


All products are dispatched from one of the shipping locations of Incense. Some products are drop shipped by Incense and others are directly shipped via FedEx or UPS. Special arrangements will be made for oversized packages and overseas orders. In the event your package arrives damaged, you should follow the steps outlined below. The shipping carrier must be informed immediately regarding all damaged goods and Incense must be notified within 24 hours of receipt. Note that the shipment can be refused for an insurance claim if the following steps are not properly followed:

 

  • Send us email at incenseexpress35@gmail.com after attaching pictures of damaged area(s).
  • Keep the product, box, and original packaging.
  • Prepare a list of all lost or damaged goods or good.
  • Do NOT send the shipment back to us. Incense will get in contact with the shipping company just after receiving an email from the customer.
  • Good replacement will be made once the damaged good is picked up and inspected by the shipping company.

 

Dimensional shipping rates will be calculated at checkout. If the shipment weighs too much, shipping arrangements can be made by contacting us. If an error is found in your shipping cost, you will be contacted for necessary alteration. Overseas orders (outside the US) cannot be processed automatically because they require additional customer information.

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Information about Sales Returns



SHIPPING CHARGES ARE NOT REFUNDED BY INCENSE EXPRESS.

If an order is incorrectly processed or shipped, Incense will evaluate the shipment to determine the accuracy of the order and its resolution. If we determine that the fault is ours, we will make all necessary arrangements for return shipment. 


WE MUST BE INFORMED WITHIN 24 HOURS OF RECEIPT

The following procedure should be followed in order to return items:

  • Get in contact with our Customer Service Department to receive an RMA (Returned Merchandise Authorization) number. All packages returned without this RMA number will be refused.
  • Package the good(s) in the original packaging, unless the original packaging has been destroyed or is no longer adequate.
  • Keep all UNUSED parts as well as all the included additional information.
  • Attach a copy of your receipt.
  • Attach an explanation of problems regarding the product.
  • Attach the return shipping receipts, if provided.
  • Any freight collect packages are NOT acceptable.
  • Once all of the above information has been received, you will be notified via phone or email about the shipment status.

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Information about products damages during transit



Incense thoroughly inspects all goods prior to shipment to guarantee customer satisfaction. All orders are appropriately insured and packed for delivery by UPS/USPS/FedEx to the provided shipping address. Please scrutinize the package just after receiving it from the carrier. All claims regarding missing or damaged items must be made within 5 business days.

Box Damage: If you find any obvious damage on the outer carton such as gashes on the box, please alert the carrier/driver and also note the damage when you sign for the package.

FedEx Concealed Damages: If you find any concealed damages from shipping, please contact 1.800-463-3339 (1.800.GoFedEx) to attain the control number of your claim, then fill a printed claim form.

Make sure that you include a complete package, including boxes, shipping labels, etc., as these are required for package inspection. 

IMPORTANT: Concealed Damages on Deliveries by LTL Freight Trucks such as Con-Way, Yellow, and Roadway: When the freight truck company delivers your order, please open and inspect the shipment before signing the delivery receipt. The driver will wait until you sign the receipt. Doing so indicates that you accept the merchandise as it has been delivered, thereby waiving any future right to recover damages. 

If your order is received damaged, do NOT use the product. If you do, you forfeit Incense' responsibility as outlined in our "Returns and Refunds Policy." By using damaged goods, the carrier will label the shipment as "Used" or "Accepted" and will not offer a claim number. No exchanges or replacements can be made without a claim number.

Photographs of the damaged goods: It is essential to take photographs of the damaged part of the product(s) when contacting our support team for a claim. Take at least four to ix clear photographs of the damaged good(s) at all angles (e.g., close up, at a distance, etc).

Refunds or replacements will not be made if the damaged product is shipped back in different packaging. This is because most carriers only examine claims that are in their original packaging or carton. If a detachable part of the product is damaged, Incense are authorized to replace only the specific damaged part instead of the complete product.

If the customer is dissastified with the product(s) ordered from Incense, or if the customer refuses the replacement, a refund may be requested. In such an event, the customer will be responsible for all shipping charges both to and from the residence to Incense (this also applies to orders purchased with a reduced or free shipping offer). 

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Information about Restocking Fee



If an ordered product is refused, the UNUSED items can be refunded at 18% deduction of restocking fee; however, shipping charges are not refundable in any case. Returnable goods must be reported within 7 days; no returns will be accepted after that time. Incense ships all orders via freight or FedEx and typically (though not always) require the recipient's signature upon delivery. If you are unable to sign for the package, UPS and FedEx offer pick up locations. If an order is returned to Incense, the customer will be charged return shipping as well as a 18% restocking fee. These fees will be deducted from the customer’s account file.

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