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Shipping Policy

By placing an order, You confirm that You have read, understood and accepted these following policy.

 

Shipping

We offer trackable shipping worldwide, and each package is estimated to arrive between 7-20 business days after your order is shipped. The time taken is usually shorter, but we need control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.

Approximate shipping times for the Secured Shipping option (does not include weekends/public holidays):

  • USA Orders: Delivery typically takes 7-14 days after the item ships. Orders are mainly delivered by USPS (United States Postal Service).
  • International Orders: Delivery typically takes 10-15 days after the item ships, sometimes faster.

 

Order Processing times:

Please note that Order processing time must be added to shipping times to get the total time taken for you to receive an order upon placing it. Order processing time is between 1-5 business days and is used to check your order for quality assurance, packing, printing shipping labels, and forwarding it to our shipping company for dispatch.

Important note: All estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons, especially in November and December. Also, note that customs in some countries take longer to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above.

Unfortunately, we cannot control shipping times and any unexpected delays that may occur en route, and we seek your understanding and patience should this occur.

  • Please be advised that we do not handle delivery; we cannot accommodate requests for delivery to be made at a particular time, nor can we determine the day and time of delivery.

We guarantee your product will arrive within 60 days (8 weeks) under our Buyer Protection. Otherwise, you will receive a full refund.

We DO NOT OFFER refunds while a product is in transit, as it is already on its way to you. We understand this can be a long time, but it is worth the wait at our competitive prices.

Please DO NOT order if you need an item before an expected date; we hold no responsibility to the couriers, and the current conditions are out of our control.

*Delivery Time Note: In any case, regardless of events beyond our control and without our fault or negligence of us. We cannot offer a refund if those force majeure clauses cause a delay in delivery time. Please allow product delivery within a reasonable period appropriate to the circumstances.

 

Order cancellations

All order cancellations must be done within 6 hours of placing the order.

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the customer receives an order confirmation or the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original payment method.

 

Any cancellation made after an order has been placed will be subject to a cancellation fee of US$3.85 regardless of the time the order has been placed (even if it is just a second later), as the merchant processor/credit card charges us a fee for cancellations.

 

Please note that any orders already packed or shipped cannot be cancelled.

 

Orders that are unable to be delivered

All packages that are refused, unclaimed from the local post office, or undeliverable as addressed because you input the wrong name, address, or telephone number when you placed your order will not be our responsibility. If that happens, we reserve the right to charge a restocking and shipping fee of 30-50% of an item’s full value (which does not include the discount). So please do remember to check your address carefully when you place an order 🙂

You must enter the correct delivery address to be refunded or receive a store credit. 

 

Order Tracking

Once your order ships out and our database is updated with your online tracking number, we’ll send you an email with the information you can use to track your package. If six business days have passed and you still have not received this email from us, email us at support@incenseway.comand we’ll check it out for you immediately.

 

Email support@incenseway.com and mention your order number + shipping address so our customer service team can assist you. When we cannot provide tracking for certain international orders, our company guarantees 100% delivery to all destinations, so there is no need to worry. Any missing items will be re-shipped to you free of charge.

For orders within North America, a tracking number you can use to track your shipment is available upon request and normally become available in the system about 7-10 business days after your package has been sent out. You may enter tracking information in this portal: https://www.usps.com/shipping/trackandconfirm.htm.

Please note that the courier provides the expected delivery date and is subject to change. For questions about the status of your shipment, don’t hesitate to get in touch with the courier directly:

PHONE: 1-800-ASK-USPS (1-800-275-8777)

 

Tracking sites for worldwide orders:

  1. https://17track.net/en
  2. https://track.aftership.com

 

Handling orders with multiple items

We do our best to reduce costs so you don’t have to pay high taxes on your items.

We have a large assortment of products and source them from all over the globe to get the best quality at the best price.

For logistical reasons, items in the same purchase will sometimes be sent in separate packages with no additional shipping charges. You may receive multiple packages on different days. Please keep this in mind when receiving deliveries. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂

 

Custom and other duties

incenseway.com is not responsible for destination country tax and/or any duty charge that may incur. Customers will be held accountable for any restrictions, duties, taxes, and other fees collected from the destination country.

incenseway.com, will not be responsible for any duties, taxes, or customs fees under any circumstances.

If the order arrives in your country and…

  • The customer refuses to accept the package
  • Some attempts are made in the country of destination to deliver the package.

incenseway.com reserves the right to abandon the package(s) and will not be responsible for any refund.

 

Orders that have been “Returned to Sender.”

All customers are responsible for providing an accurate shipping address and monitoring their order(s) while in transit, as important updates are often added to the tracking information. 

 

All customers must check the estimated shipping times and monitor their orders while in transit.

Customer must monitor their order while in transit as important updates are often added to the tracking information. VERIBUY is not responsible for packages delivered to the correct shipping address on the order page. Still, the customer needs to accept the package or pick the package up from the local post office. With that, no refunds, credits or replacements will be issued in these situations.

 

Proof of delivery & Responsible after delivery

We are not responsible for item(s) being misplaced/ stolen after delivery (E.g. after delivered mailbox). We will ensure the item is delivered to your address according to the information provided by the logistics company. The customer will be liable for the shipping cost if a replacement item is needed.

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International Warranty

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