FAQ/CUSTOMER HELP

Where are our purchased products shipped from?
The products will be shipped to your doors from China warehouse.

Where is your business located?
Our company is located in China.

How long to send out the goods after placed order?
1-2 business days

How long does delivery take?
Standard shipping: 20-40 business days.
Fast shipping: 15-30 business days.

What countries do you ship to?
Wordwide

How can I check my goods parcel status?
Please visit https://www.17track.net/en to track it online, or send mail to service@incensespace.com.

Do you have free shipping policy?
Order over $19.9 will have free standard shipping.

I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.

Can I change the delivery address of my parcel after it has been shipped out?
Unfortunately, we cannot change the shipment once the product is en route.

Why haven't I received an order confirmation or dispatch email?

If it appears you are not receiving any emails from us, please check your junk folder. Or please email to service@incensespace.com.

What is your return policy?
If there’s something wrong with your order (defective product, incorrect order, damaged order etc.), please contact us within 30 days from receiving your order and we’ll be happy to assist you to review the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions. Incensespace reserves the right to deny any return request.

Do we need to pay for return shipping?
If it is the product problem (defective product, incorrect order, damaged order etc.), we will be responsible for the cost of return shipping. But all return products must comply with our return policy.

How do I cancel an order?
We are only able to cancel orders within the first 12 hours after the order is placed. After that, the order has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it's out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.

How do I use the product?
First, you want to place your incense waterfall burner in an ideal location. This would be somewhere indoors where there is minimal wind and movement. This would stop any disruptions to the cascading smoke. Next, hold the cone from the bottom and light the tip of the cone for at least 5 seconds before blowing on the flame. Finally, place the cone on top of the incense waterfall burner aligning the hole under the cone and on the incense burner. It will take 1 to 2 minutes for the backflow effect to start.

How long do your cones last?
Our backflow incense cones burn for about 15 minutes on average.

What about the delivery policy in Covid-19?
Due to Covid-19, the delivery time will be little longer than before. If you can not get the goods within 45 days, please contact us. We will resend you the new one.

What shall I do if I have other requests or question?
Please email to service@incensespace.com, our customer service team respond to most emails within a business day