All products are dispatched from one of the shipping locations of Incense Express. Some products are drop shipped by Incense Express 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 Express 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:
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.
SHIPPING CHARGES ARE NOT REFUNDED BY INCENSE EXPRESS
If an order is incorrectly processed or shipped, Incense Express 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:
Incense Express 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 Express' 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 Express 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 Express, 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 Express (this also applies to orders purchased with a reduced or free shipping offer).
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 3 days; no returns will be accepted after that time. Incense Express 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 Express, 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.