Our standard shipping fee is calculated based on originating address from New York, USA. Most of the orders are processed within 48 hours of cleared payment. Standard Delivery Within USA takes 3-4 Days after the shipment.
*For all other locations outside of USA, delivery may take 10-21 days depending on your location.
PO BOX DELIVERY
Whilst we prefer to deliver to a physical address, we do deliver to PO Boxes. Simply enter your PO Box address at checkout and your order will be sent using United States Postal (USPS) Services.
FREE SHIPPING ON ORDER OVER $75*
Automatically applied to your your shopping cart during checkout.
All items will be shipped to the lower 48 STATES OF AMERICA qualify for "standard" shipping. Make sure the address is post office deliverable and it's as simple as that. We believe in providing the best products at the best prices and that includes shipping costs. Select any item(s) and you will get free shipping to the lower 48 states of USA.
* Additional charges may apply to shipments to AK, HI, NB, NS, NT, NL, PE, NU, SK, PO BOXES or APO/FPOaddresses.
Priority shipping is only available if your order fits in a single USPS Priority Mail Box or Envelope. Otherwise, your order may be shipped using a different service such as FedEx Ground for example.
AURTHORITY TO LEAVE
When placing your order it is recommended that you choose a suitable shipping address, and offer clear instructions of where to leave your package. Our couriers' may require a signature upon delivery of your parcels unless "Authority to Leave" and clear instructions are made in the "Comment" sections at the Checkout page in your order. Deliveries can be made to a business address if you like, but please include the company name at the beginning of the address.
Alternatively, you may also send to an address that someone will be at, for the whole day, as our courier companies deliver during business hours only. Any attempted delivery with no-one to sign, without "Authority to Leave" selected on your order, will result in an attempted delivery card being left at the address. The courier delivery card will ask for you to contact the courier, to either organise a new delivery or a pick up from their depot or at nearest courier depot.
If the courier deems the location as an unsafe area to leave the parcel, the courier may leave an attempted delivery card and return the parcel to their depot. If "Authority to Leave" is selected, and the parcel is left by the courier, we (IncenseSage.com), hold no responsibility if the parcel then goes missing from the shipping address. Selection of "Authority to Leave" is deemed by our couriers as a signature from the recipient.
REASONS FOR SHIPMENT DELAYS
Incorrect address has been entered in the shipping details when placing the order.
The address had no-one to sign for the parcel, and "Authority to Leave" was not advised when placing the order.
Incorrect credit card information was entered against the order. Please double check all details at the time of order as your order will only be ship if payment has been successful.
Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination. Sometimes we will require personal detail verification before dispatching orders to protect the card holder, and this may delay shipping.
If your order will be delayed for any reason we are aware of, we may contact you directly via phone or email to advise of the delay.
VIEW & TRACK ORDERS
All orders are dispatched from our warehouse facility that is based in New York. We use FedEx, UPS or USPS courier services to delivery your order.
Once your order is dispatched you'll receive an email from IncenseSage.com containing your tracking number and the assigned courier who will deliver your order. If you don't receive this email and would like to obtain your tracking number, please login to your account and view your Order Details or contact IncenseSage.com using the Contact Us form or email at orders@IncenseSage.com.
Once you have your tracking number you can track your parcel by clicking on the assigned courier;
Please allow 12 hours for your package to register in the system before attempting to track your parcel. For all international orders please allow 24 hours before attempting to track your parcel.
100% Satisfaction Guaranteed
We are so certain that you will be completely satisfied with our products and service, that we offer a 7 day unconditional money back GUARANTEE.
Simply try our hand picked Snacks. If you are not completely satisfied for any reason, return* it to us within 30 days for a 100% refund of the original product price.
OUT OF STOCK ITEMS
The most important thing to keep in mind when ordering is that our stock balances fluctuate throughout the day with sales demand and stock that we receive from the manufacturers. Items are constantly being sold and our stock is constantly being replenished. If an item is "Out of Stock", we can special order the item for you and ship it as soon as we get it. Most items ship within 2-4 weeks.
Just because the item you ordered is NOT identified as out-of-stock does not necessarily mean that it will be in-stock at the moment you order it. We will notify you if the item you ordered is out-of-stock. We first try to reply via email and give you 3-7 days to reply. If we have not heard from you we will then try to call you at the numbers you provide with your order. Be sure to give us your current email address and phone number.
Some items are listed for sale on our web site that have not been released from the manufacturer yet. We place these items on the web site so that consumers may pre-order the items. Preorders are reserved with payment up front on a first come, first served basis. Be advised that prepaid orders always get priority for delivery.
Many out-of-stock items are excellent products and are available for purchase, but we do not always stock these items in inventory. We will be happy to special order these items for you in a timely fashion. Again, most items ship within 2-4 weeks.
At IncenseSage.com, customer satisfaction is our top priority!. If you feel that the product you receive is damaged in any way or if you are not 100% thrilled with the items received, please contact us immediately at orders@incenseSage.com or (516) 858-4760 for a Return Merchandise Authorization number prior to sending the shipment back. Return requests can also be initiated within "My Accounts" section. You will receive detailed instructions on how to return the shipment.
Return shipping charges on voluntary returns are the responsibility of the buyer. A traceable and insured shipping method is recommended as we will not be responsible for merchandise that does not reach our New York warehouse.
You must notify us within 7 days of your order date to initiate a return. After 7 days the item is yours and cannot be returned. All merchandise returned must be in NEW & UNUSED condition. Any items purchased with a coupon code or clearance are not able to be returned.
Refunds will be promptly credited back to your credit card. In the event you ordered by check, a credit will be issued against future purchases. All return orders must be approved and returned with an RMA, (return merchandise authorization). Typically refunds are processed within 3-5 days. Please note, it may take an additional 2-3 days for your financial institution to reflect the refund credit back on your account.
We can only refund shipping fees if the return was a result of our error.
CANCELING AN ORDER
Contact us at orders@IncenseSage.com or call (516) 858-4760. If your order has not been shipped or left our warehouse facility, we can process the cancellation right away. When the cancellation is confirmed, we will send you a confirmation email. Unfortunately, IncenseSage.com will not be able to cancel an order if it has already shipped out of our warehouse facility. In order to offer our customers fast delivery, most orders are released from our facility within 24 hours of the order placement.
* prior returned authorization must be obtained and product must be returned un-used and in original packaging