FAQ

• You can change your order only if you contact us immediately after ordering via info@incense-soul.com. Unfortunately, we’re unable to modify your order once we’ve started processing it. If you need to order a different quantity or an additional product after processing begins, please place a another order online.

• There is only a short time (usually up to 24 hours) between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@incense-soul.com, we may be able to cancel and refund your order before it’s processed. However, once the order has already been sent to your delivery address, you can return it to us if you wish upon receiving it.

• Payments on our website are displayed in USD and the final order is being processed in USD

We accept the following payment methods:

1. CARD PAYMENT VIA STRIPE with the following credit or debit cards (MasterCard, VISA, American Express, and Discover): After completing the order, the Buyer will be automatically redirected to the payment gateway. The payment data required to make the payment is entered by the Buyer directly on the subpage of the payment gateway. The Seller does not come into contact with the payment card details and is protected by an SSL certificate. You will then be directed back to our merchant website once your transaction is complete and the order will be automatically created;
2. PAYMENT BY PAYPAL: After completing the order, the Buyer will be automatically redirected to the PayPal payment gateway. The payment data required to make the payment is entered by the Buyer directly on the subpage of this payment gateway. The Seller does not come into contact with the payment card details and is protected by an SSL certificate. You will then be directed back to our merchant website once your transaction is complete and the order will be automatically created.

• Yes, we offer worldwide tracked shipping. For more information, visit our Shipping Policy.

• Yes. We provide updates at every stage of your order, from when you place it to when it is dispatched, in transit, out for delivery, and delivered.
• You can track your order after receiving the shipping confirmation email with your tracking number.
• Track your order here on our TRACK ORDER page.
• If you don't see the email in your inbox, please check your spam or promotion folders. You can also add info@incense-soul.com to your safe sender's list.

• It depends on where you are. We process orders within 1-3 days. Processing includes checking, packing, and delivering the packed items to a shipping carrier. Processing time should be added to the total delivery time.
• For more information about the estimated delivery times to any country, please visit our Shipping Policy.

• Yes, we offer Express shipping methods like FedEx, DHL Express, and YunExpress.
• Please view our shipping policy for Express Shipping Costs and estimated shipping times.
• If you have any questions, feel free to contact us at info@incense-soul.com.

• Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table to check the postage fees for different destination countries.
• If your order value is over $75 USD, we provide free standard shipping worldwide.

• We ship to most regions worldwide, except some specific undeveloped countries and territories, such as India, China, Iraq, Afghanistan, Yemen, and some Caribbean, Oceanian, and African countries.

   

• We have also stopped shipping to Russia and Belarus in 2022 due to ongoing conflict.

   

• You can check if we deliver to your geographical location at checkout.

• We use all major carriers and local courier partners. Visit our shipping policy and see the table of countries and delivery companies in each. You'll choose the delivery method at the checkout.

Please remember that Incense Soul is not liable for any lost or stolen packages since the order is marked as delivered by the last-mile delivery company or for any delay caused by the act or default of the shipping carrier. Incense Soul is only responsible for packages until they leave our warehouse facility. Once the tracking number is received, the shipping company and the customer must ensure the goods arrive safely. Incense Soul does not hold or accept responsibility for packages that have been reported as delivered by the carrier, so we do not issue refunds or credits for packages that the carrier confirms as being delivered.

Please do not confuse this with a typical package loss. Incense Soul takes full responsibility for any undelivered package in case the delivery carrier doesn't mark the shipment as delivered to the destination address. All shipments are insured, and in the event of non-delivery for 60 days after sending it out or any shipment damage, we will resend the goods.

If you are experiencing, a non-delivery or your tracking information states that the carrier delivered your package. Still, you have not received it, the package is not in your mailbox, on the doorstep, or in your office, or you have not found any notice in your mailbox about where to pick it up; also, you have waited 1 more day, and the parcel still didn’t show up, don't hesitate to get in touch with your local post office. Make sure to call your Local Post Office and NOT the Hotline (this can take a lot of time, and they only tell you what the tracking already says). Ask them who (person) delivered the parcel, and ask them for details about that day’s delivery. They are used to these questions and can usually provide helpful information. If they won’t be able to answer your questions, you will need to file a claim with the carrier. Claims can take up to 30 days to complete (depending on the shipping carrier used).

• We aim to provide the best quality products and services to ensure all our customers are satisfied, but if, for any reason, you need to return your product, we're happy to help. You can return your goods to us within 14 days after delivery at your expense as long as they're undamaged, unused, and in their original packaging with all tags and labels attached. We'll walk you through the process. Just email us directly at info@incense-soul.com; please let us know the reason for returning the goods and the list of items you are about to return so we can provide you with the return address. Read more in our return policy.

• Our products are carefully and safely packed, so they don't often come broken or damaged, but anything can happen during international transportation. If such a situation occurs by any chance, no worries; all of our shipments are insured, and we will gladly provide you with a replacement free of charge. Please get in touch with us within 48 hours of receiving your order at info@incense-soul.com with a photo of the broken/damaged product, and we will reship the goods ASAP. Please don't immediately open a chargeback with your bank, and let us know your situation first. We will do our best to reship your order using the express shipping method so you can get your new item as soon as possible.

You can read more about how to use backflow incense burners and backflow incense cones HERE.

• It is safe if you care about safety. It's important to note that animals (dogs, cats, etc.) have a much better smell than people, and smoke can interfere with them. Their lungs are much smaller and more sensitive than ours. For this reason, we recommend opening windows and maintaining adequate ventilation whenever your furry friend is in the room after burning incense. Keep the incense situated where your pet doesn't have access and cannot knock it over or play with it. Ensure your pet doesn't ingest the incense cones, sticks, and coils, as they can be poisonous!

• Make sure that there is no draft or wind in the room (closed windows, off the air conditioner if possible, etc.). As long as there is minimal air movement and temperature changes while the incense burner is in use, you should see the beautiful cascading effect flow down the backflow incense burner. Windproof incense burners may also interest you.

• Yes. (Maybe you didn't know) - Backflow incense cones have a hollow chamber inside. Smoke enters through the open center tunnel, cooling as it follows along the hollow. More excellent smoke is denser, and when it exits the incense cone at the bottom, it flows gently downwards.
• Of course, we recommend our Incense Soul scented cones, but you can use any incense cones you like as long as they are backflow incense cones.

• Incense cones in a standard size can usually burn for 10 to 15 minutes (each) with no wind conditions. We also offer long-burning cones that can burn for up to 30 minutes (each) with no wind conditions. How long they burn is stated in the description of the specific product.
• Grab your personalized Incense Cones, and enjoy.

• We highly recommend you only burn the incense cones on the top of the incense burner. We recommend you not use/place the incense burner in an unprotected place. We recommend placing/using the incense burner on top of a mat or pad to protect whatever is underneath it. Incorrectly placing the incense cones on the burner/holder may cause staining. We do not take responsibility for any damages caused by the incense cones, sticks, coils, or incense burners. Please follow the correct steps while burning the incense written on our product pages and blog posts. Keep out of reach of children.