Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: 09/2025
1. General Questions
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2. How to use incense
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

2. How to use incense safe & healthy

Ventilate the Room

Always burn incense in a well-ventilated area. Open windows or use a fan to keep fresh air flowing.

How to Light & Place

Step 1: Light the tip of the incense stick until it glows. 

Step 2: Gently blow out the flame, leaving a red ember. 

Step 3: Insert the stick firmly into an incense holder so it stands upright

Use a Proper Holder

Place the incense stick in a stable, heat-resistant holder to catch ash safely.

Keep Away from Flammable Items

Do not place incense near curtains, paper, or other flammable materials.


Children & Pets
Keep incense out of reach of children and pets to avoid accidents.

Sensitive Individuals 
People with asthma, allergies, or breathing difficulties should avoid direct exposure.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing [YOUR EMAIL] or by calling our toll-free number at [YOUR PHONE NUMBER].

What are your business hours?

Our business hours are 7Days from20:00–09:00am EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at [YOUR EMAIL].

Do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at [YOUR ADDRESS].