How do I contact Incense-Soul?

How long will it take to get my order?

  • It depends on where you are. We process orders within 2-3 business days. (It may take up to 5 days in some cases) Processing includes picking, packing, and delivery of the packed items to a shipping carrier. Processing time should be added to the total delivery time. For more information visit our Shipping Policy.

  • Please understand that due to COVID-19, the shipments may delay! The registration and processing of parcels around the world are slower than usual.

How can I track my order?

  • You can track your order after processing and receiving the shipping confirmation email with your tracking number.

  • Learn how to track your order on our TRACK ORDER page.

  • If you don't see the email in your inbox, check your spam folder or promotion folder please. You can add info@incense-soul.com to your safe sender's list.

 Do you ship internationally? 

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

 What shipping carriers do you use?

  • We use all major carriers and local courier partners. You'll choose the delivery method at the checkout.

 Do you offer EXPRESS shipping?

  • We offer Express shipping with an estimated delivery time 5-9 business days. If you have any questions, feel free to contact us at info@incense-soul.com.

Can I return my product?

  • We aim to provide the best quality products and services to make sure all our customers are satisfied, but if for some reason you do need to return your product, we're happy to help. We'll take you through the process. Just email us directly at returns@incense-soul.com. See our return policy.

 My order arrived broken, what should I do?

  • Our ceramic incense burners are carefully and safely packed, so they don't often come broken or damaged, but of course, anything can happen. If such a situation occurs, no worries, we will gladly provide you with a replacement, free of charge. Please contact us within 48 hours of receiving your order at returns@incense-soul.com.  All we need is a photo of the broken/damaged product sent to our email, and we will take you through the process.

Do I need special incense cones for my backflow incense burner?

  • Yes. (Maybe you didn't know) - Backflow incense cones have a hollow chamber inside. Smoke enters through the open center tunnel, where it cools as it follows along the hollow. Cooler smoke is denser, and when it exits the incense cone at the bottom, it flows gently downwards.
  • We recommend, of course, our scented cones, but you can use any incense cones according to your liking, so long as they are backflow incense cones.

How do I make sure the smoke flows down as best it can?

  • Make sure that there is no draft in the room. (closed windows, off the air conditioner if possible, etc.) So long as there are minimal air movement and temperature changes while the incense burner is in use, you should see the beautiful cascading effect flow down the incense burner.

Is it safe to use incense around pets?

  • 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 furriend is in the room. Keep the incense situated where your pet doesn't have access and cannot knock it over or play with it. Make sure that your pet doesn't ingest the incense cones as they can be poisonous!!

How long do your incense cones burn?

  • Incense cones in a standard size can burn for about 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.

 

DISCLAIMER

Make sure to place the backflow incense cones only on top of the incense burner.

We highly recommend you only burn the incense cones on the top of the incense burner. We recommend you do 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 occur staining. We do not take responsibility for any damages caused by the incense cones, incense sticks, or incense burners.