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Orders that are placed at Incense Express by 2 p.m. PST (Pacific Standard Time) are generally processed on the same day of purchase. A wide range of the products on sale are available for drop shipping directly from our warehouses, situated in various countries worldwide. Though there are some items that are always in stock, there are some selected products that are custom-made to order; thus, adequate time is needed for production. Items that are in-stock are generally shipped in approximately 1 to 2 business days (i.e., not counting holidays and weekends). Our best estimates for the expected shipping delivery dates are determined by our previous shipping times, which are accurate on a 90% average.


We are time-efficient and up-to-date on our shipping information; in the event of emergency delays, our clients are notified either by email or telephone and are given a new shipping date. At that point, customers will be given the option to accept the new shipping date or cancel the order if they wish. If the order is canceled, we will process a full refund. 


Please permit an additional 1-5 business day(s) following the shipment date for product delivery.


For more details about our shipping policy, we recommend that you review the Shipping and Delivery questions listed below.

 

Shipping costs 


Items with free shipping


Get FREE SHIPPING when purchases are made for qualified items; there are no hidden fees. 99% of the items sold on Incense Express are eligible for free shipping, so there is no need to worry about incurring extra expenses when ordering multiple items. 


Shipping items that do not qualify for Free Shipping


Shipping rates for items which do not qualify for free shipping can be found beneath the product price on the product's page. Shipping costs are also displayed on the checkout page, allowing customers to review the costs before finalizing the order.


The precise shipping cost and delivery time varies, depending on delivery method, product size, and other variables. Customers must closely review the product's pricing notes before purchase, as this information provides up-to-date details about any additional costs associated with the product's shipment.

 

Shipping/Delivery Times


Expected shipping time


The actual shipping time calculated for your product(s) is accessible at the Order Status webpage. An approximate shipping time is placed next to the individual item(s) purchased; these are estimates for when the item(s) will leave the manufacturer’s warehouse.


Delivery time


As soon as the item(s) departs from the warehouse, please allow a total of 1-5 working days for delivery to the shipping address on file. Considering that our products are shipped from multiple manufacturers and warehouses situated in locations across the United States, precise shipping type and times varies by item. Please also keep in mind that it is not a guarantee that items bought together will be packaged together or even delivered at the same time. 


Expedited shipping


When available, we offer expedited shipping options to our customers. This feature can be found in the shopping cart and added at checkout.**


**Please note: Expedited shipping cannot be combined with Incense Express's free shipping feature.


The shipping cost for each individual product is placed next to the respective item in the shopping cart. Shipping charges can be viewed on the product webpage under the tab marked "Shipping." In addition, you can locate this information at the checkout page before you submit the order for final processing.

 

Get Free Shipping when you buy selected products that are eligible; there are no hidden fees associated.


Incense Express offers Free Shipping for more than 99% of the products on sale everyday, helping you save money on certain car accessories. Certain restrictions apply.


Our free shipping promotion is only valid for qualifying items, which are identified as such on the product information page. Customers can also find free shipping eligibility by viewing the product(s) in the shopping cart.

 

Incense Express selects the shipping method.  Orders that qualify for Free Shipping are generally delivered via standard ground shipping, selected by Incense Express. There are times when the shipping method is also chosen by the fulfillment centers or associated direct-ship manufacturers. Orders placed for express shipping do not qualify for Free Shipping.


Freight/truck shipments do not quality for free shipping, as this shipping option is specific to oversized items. A vast number of the products sold surpass the size limits that are associated with standard ground shipping; thus it is necessary to have the order delivered by freight or truck. Items that carry the oversized label on the product details webpage will not display the “free shipping” icon.


Standard ground shipping is restricted to the continental US. Free Shipping is not available for Hawaii, Alaska, Puerto Rico, APO/FPO, or international orders. 


Incense Express is authorized to change or end the “FREE SHIPPING” promotion at any time deemed necessary.

Unfortunately, we are unable to ship to FPO/APO addresses at this time. However, we look forward to permitting such services in the future.

Oversized items, as indicated by the "Oversized" label on the product information page, are ineligible for free shipping. Instead, they will be shipped via freight or truck. Please allow approximately 7-10 business days for delivery.


A carrier agent will get in touch with you to arrange an appropriate shipping date that is convenient for you to accept the delivery. An adult must sign for the package upon delivery, and an identification card is required for verification purposes. Please be alert about your order's delivery status, because oversized items are generally delivered by a tractor trailer and the driver must have easy access to safely operate the vehicle during delivery.


The primary duty for the driver is to deliver the order safely to the customer. Inside delivery is not permitted for orders distributed to consumers. If a life gate is not readily accessible or has not been requested, please provide immediate assistance to the driver to ensure your order is unloaded safely. If there is a problem with assistance or access, customers can easily request to personally pick up the order at the designated freight company at no extra charge.

 

Packaging Damage


Before signing for the order, please examine the package for any signs of damage to the item(s). If there is any significant damage to the product(s), we recommend that you refuse the order by not signing the delivery receipt. Upon refusal, please contact our customer service department at  incenseexpresscare@gmail.com and inform us about the problem so that we can process a replacement.


If the damage is only to the packaging itself but the product is untouched, feel free to accept the package. Make sure, however, that when you sign the delivery receipt you also make a note of the delivery condition.

 

Concealed Damage


Upon delivery, we recommend that you immediately open and examine the product for any form of “concealed damage” that might not have been readily apparent from the outside. If the item has been damaged in any way, you must contact the delivery company within 48 hours to report the damage(s).


If you have any issues regarding your delivery, please contact customer support immediately at incenseexpresscare@gmail.com.

 

Freight Confirmation


Incense Express must carefully examine certain items prior to shipping. A shipping specialist from Incense Express will get in touch with you to confirm the order by phone.

Incense Express currently accepts Canadian purchases of $150 or more (excluding shipping). Customers are notified prior to purchase if the item is not eligible for shipment to Canada. There are 3 ways for Canadians to order products from Incense Express:


Online shopping cart


Add the desired items to the shopping cart on our website. Enter the requested details, including the shipping address for the country of delivery. A sales representative will get in touch with you in approximately 1-2 business days to confirm the order and approve the shipping charges.

Email orders


Email us at incenseexpresscare@gmail.com with an order for the item(s) you would like to purchase. We will contact you within 1-2 buiness days to process your order.

 

Customs and Brokerage Fees


Canadian orders generally attract custom duties, tariffs, associated assessments and brokerage fees. These associated fees may be inclusive of VAT (Value Added Taxes), Custom Clearance Fees and import duty fees. These related costs are the purchaser’s responsibility and they must be taken care of accordingly. The shipping cost indicated by Incense Express is not inclusive of any other related charges that are not quoted under our shipping terms. Custom fees are generally applied by the company that delivers the package.


** Please Note: It is the consumer’s responsibility to pay for the return shipping charges for rejected packages that are delivered to Incense Express, as well as any unexpected custom and tariff fees.

We regret that we are currently unable to provide international shipping services to potential customers, outside of Canada. It is, however, our intention to implement such services in the future.

In various cases, Incense Express will permit shipments to Hawaii, Alaska, Puerto Rico and other U.S. Territories. In such circumstances, we recommend that customers simply proceed to the checkout webpage as normal. When necessary, orders will acquire a checkout shipping cost.


**Please Note: Orders that are eligible for shipment to Hawaii, Alaska, Puerto Rico and other associated U.S. Territories generally take longer to deliver and incur extra shipping charges. These orders do not qualify for free shipping promotions unless we alter our terms and conditions, at which point customers will be notified of any change. 


If you are located in any of these areas and you are not notified of a shipping charge after pressing the "Process Order" button at checkout, please be aware that Incense Express will contact you within 1-2 business days to notify you if shipping to your location is available and to confirm shipping charges. 


**Our sales team will not place the order until we obtain your confirmation by email that you agree to our terms for shipment. 


If you prefer to determine the cost for shipping before placing an order, please send an email to our shipping department at incenseexpresscare@gmail.com. It is essential that you specify the items that you are interested in purchasing and the exact delivery address. As soon as the information is confirmed, we will send you an email with a shipping quote within 1-2 business days.