Shipping policy

Shipping Policy

Last updated: December 2025

A quick note on shipping incense:

 Incense and botanical powders are considered sensitive for international shipping, so many carriers simply won’t take them.

We’re using one of the fastest routes available that can reliably ship these items.

Thank you for your patience and understanding, we truly appreciate it. We pack every order with care and dispatch as quickly as we can.

1. Shipping Origin

All orders are shipped from China via international small parcel delivery.

2. Processing Time

Processing time: 2–4 business days

Processing includes order verification, packing, labeling, and preparing your parcel for international dispatch.

  • Business days do not include weekends or public holidays.

  • During peak seasons, processing may take slightly longer.

If we are unable to dispatch your order within the stated processing time, you may contact us to request a cancellation and refund before the parcel is dispatched.

3. Estimated Delivery Time

Transit time (after dispatch): 10–18 business days

Your estimated total timeframe is:

Approximately 12–22 business days total
(2–4 business days processing + 10–15 business days transit)

Please note:

  • These timeframes are estimates and not guaranteed.

  • Delays may occur due to customs processing, local carrier handling, weather, peak-season volume, or other factors beyond our control.

4. Tracking

Tracking will be available once your parcel is accepted by our logistics partner (China Post).

  • We recommend tracking your shipment on 17track for the most consistent updates.

  • China Post tracking may occasionally show delays or missing scans, especially during handoffs and customs processing.

  • Please allow 24–72 hours after dispatch for tracking updates to appear.

Final-mile delivery in the United States is typically handled by USPS.

5. Customs, Duties, and Import Fees

International shipments may be subject to customs inspection.

Any duties, import taxes, or additional fees required by the destination country are the responsibility of the customer, unless otherwise stated at checkout.

Customs processing time is outside our control.

6. Shipping Delays

Delays may occur due to factors outside our control, including:

  • Customs clearance or inspections

  • Carrier backlogs and peak season volume

  • Weather events or local delivery disruptions

  • Incomplete or incorrect address information

Once an order has been dispatched, shipping delays do not automatically qualify for refunds.

7. Address Accuracy

Please ensure your shipping address is complete and accurate at checkout.

We are not responsible for delays, failed delivery, or additional costs caused by incorrect or incomplete address details provided by the customer.

If a parcel is returned due to an address issue or failed delivery attempt, reshipping fees may apply.

8. Delivered but Not Received, Lost, or Stuck Packages

We rely on carrier tracking as the primary source of shipment status.

If tracking shows “Delivered” but you did not receive the package

Please check your mailbox, delivery area, neighbors, or building mailroom first.
If the package is still missing, contact us and we will assist with a carrier investigation when applicable.

If tracking has not updated for an extended period

International parcels may pause during customs or carrier handoffs.
If tracking has not updated for 10 business days, please contact us and we will help review the situation.

Carrier investigation results may determine final resolution.

9. Contact

If you have any shipping questions, please contact us:

Email: incenook@gmail.com
Please include your order number for faster support.