You've Got Questions?
We've Got some answers
Hello, we are here to answer some of the frequently asked questions so you may have a better shopping experience.
Product Details
Yes, all of our products are cruelty-free and vegan. We do not use materials that contain animal derivatives and we do not test our products on animals; we test them only on humans (our staff at the corporate office, to be precise).
All of our products are obtained in a responsible and sustainable manner that does not harm the environment. We believe in ethical and fair trading practices. We consciously provide opportunities to everyone without any gender inequality making it one of the best ethical environments to work in. We make certain that no child labour or forced labour was employed in the manufacturing process. We stand to empower communities and provide them with a better quality of life.
Yes. Consider our pet incense sticks and essential oils, which are completely safe for your fur babies.
Check out our Pet Incense & Essential Oils
At IncenseSticks, we believe in providing products that are 100 % pure, natural, and sustainable, with zero impact on the environment. All of our products adhere to a natural lifestyle, making them safe for you, your family, and the planet.
Check out this interesting video on how we make our products:
When there is a surge in orders, products may run out of stock sooner than expected. As a result, your favorite products may become unavailable. Don't be concerned! We always restock them. If you can't find what you're looking for, send us an email at sales@incensesticks.com and we'll get back to you.
Oh no! Is your favorite product not in stock? Don’t worry, sign up for our newsletter and you will be the first to hear about restocks. Sign up here.
Do you like freebies? We do too. From time to time, we offer giveaways and discounts to our beloved customers who want to try new products. Sign up for our newsletter to know about offers and freebies. Sign up here.
It’s a piece of cake! Head straight to your favorite product page and start adding products to the cart. Hit the ‘Add to cart’ button and follow the checkout process. Voila! Now you can enjoy some of the best incense products in the world :)
When you order straight from Incensesticks.com, you get better prices and faster delivery. We know you're a smart shopper since you're here.
Aww! That’s a bummer. Let us connect and get all your questions answered. Write to us at support@incensesticks.com and we will get back to you.
Your Orders
Are you constantly staring at your mailbox or your phone for text alerts? We know the trouble! We want you to start using our products as much as you want too. You may not have got your order on time owing to unanticipated delays in the shipping process.
To see the progress of your order, login to your account and go to your 'My Account' page, or just go to chat and write 'Track My Order,' which will give you a quick status of your order.
Click the link to account page: https://incensesticks.com/account
Do not worry! We are here to help. It is most likely on its way separately. Write an email to us at sales@incensesticks.com about the missing product(s) along with your order number. Please include a photo of the products that you have received in the order. We will help you find where it’s sneaked off to.
You can go to your account page and opt to cancel the order. You can also write to us at sales@incensesticks.com or reach us through live chat and we will help in canceling your order. Sometimes, if the products left our facility, it may not be possible. Then, you may have to raise a request for a refund.
Yes, you certainly can change the address. Go to your account and change the address or contact us through chat and we will help you. It is possible to change the shipping address before the order is fulfilled (packed and left our facility) which usually happens within a day. If the package is enroute, then we can’t change the address. Don’t hate us.
That’s okay. We all make mistakes. You can add or remove a product from your order before it is fulfilled (packed and left our facility). If you see a fulfilled status next to your order, then it is not possible to change the order. You can write to us at sales@incensesticks.com or through chat to check the feasibility of changing your order.
Oh no! We know how much you were looking forward to using our product but instead received the wrong one. Fret not, we will make it easy for you! In fact we will make it FREE. Write to us at sales@incensesticks.com along with the order number and photo of the product you received within 30 days. We offer free returns for all our products within 30 days of purchase.
We always do our best to get your products in the perfect condition but sometimes, the product may get damaged in transit. Please contact our support team through chat or email at sales@incensesticks.com along with the order number and photo of the product you received within 30 days. We will replace a new product asap.
Sometimes the confirmation email could land on your spam or junk folder, so check there. If you still have no luck finding it, check your ‘My account’ for order details. You will have the order number and other information. Write to customer service and we will check if the order has gone through or not.
Offers and Coupons
Whenever there is an offer or discount running on the site, you will have an announcement at the top of the site or home page banners explaining the sale. Visit our deals and offers page to learn about all the ongoing and upcoming offers.
To get information on exciting sales, discounts, and new product launches through email, sign up for our newsletter.
Have you checked to see if the items in your shopping cart are valid for the coupon code you've entered? We recommend copying and pasting the exact coupon code to apply your discount. Keep in mind that sometimes 2 coupon codes or offers cannot be combined. If you have a problem, you can request for a live chat support expert to assist you or you can write to us at support@incensesticks.com
You'll see available promo codes on the home page banners, product page and the cart page.
Always copy your coupon code and apply it during checkout. If you have forgotten at the time of checkout, it is difficult to honor a refund at a later stage. However, we will try our best to refund the amount applicable for that particular discount. This could take 10-14 business days.
Write to us at sales@incensesticks.com and we will help you.
We are happy to help. You can opt for a live chat to ask your questions and our support team experts will get you your answers.
Unfortunately, you can’t combine two or more order coupon codes for the same order. However, some product coupons availed through seasonal offers and pop-ups combine automatically with order discounts, too.
Yes, all good things will eventually come to an end. Our coupon codes also expire after the sale period. You can sign up for our newsletter or visit the deals and offers page to learn about new offers. Check the THANKYOU CARD that comes with your package for coupon codes that you can use on your next purchase.
We recommend that you copy the coupon code. On the checkout page, you will have an option to enter a gift card or coupon code, paste the exact code and click on ‘Apply’. If you have difficulty applying the code, reach out to us.
Shipping & Delivery
Sometimes, the package may be delivered to your mailbox. Check the USPS or UPS tracking information or order status on your account page. If your package is still missing, write to us at sales@incensesticks.com with the order number, and we will track it for you right away.
We offer free shipping for all orders above $25. If the order value is below $25, then a flat rate shipping of 4.99$ is applicable within the US, and the shipping fee is calculated based on the location for international orders.
We usually fulfill orders on the same day or within 1-2 business days and ship them out. For orders within the US, packages should reach you in 5-7 business days. During the holiday season, it may take a bit longer for the package to reach you because of the holiday rush. If there is an unusual delay in shipping, we will be notified through email.
We primarily deliver within the United States. However, international shipping is enabled for most countries. Shipping charges will apply, and in some cases, the delivery carrier may require payment of applicable import duties or fees before releasing the package. These fees are set by your country’s customs office and must be paid by the recipient.
We are sorry! Sometimes, there could be unexpected delays in shipping due to some logistics issue and it is not in our control. If you have not received your package, do not hesitate to reach us at sales@incensesticks.com
We offer flat-rate shipping via USPS, and the products are shipped within 1-3 business days. Once the order has been dispatched, you will receive an email with the tracking number. To know more about our shipping policy, read here:
Payment and Subscription
Once you reach the checkout page, you will be presented with an option to choose PayPal. Please select the PayPal option to proceed with the payment.
You can use any of the following payment options:
Paypal, Gpay, ShopPay, Credit cards and Debit cards.
When you try to place an order, your credit card may be declined due to technical issues. Don't be concerned! We do not hold payments for any declined transactions. This amount will be refunded to your account automatically within a few business days.
We offer a recurring subscription plan for all products. Imagine you fall in love with any of our incense fragrance and want it every month. You can subscribe to our plan and get additional discounts.
This is an ongoing subscription service that is billed each month. You will be automatically charged every month using the payment mode you choose. No obligation, modify or cancel the subscription anytime you want.
Our subscription process is quite simple. Go to the product page, Under Purchase Option, choose ‘Subscribe and Save’ and select your preferred frequency of delivery; whether you want it once a month, once every two months, or once every three months; then proceed with the usual checkout process.
There you have it! You can keep receiving the product for as long as you want.
You have the option to cancel, pause, and edit your subscription at any time. Go to your account page, choose subscription and then click the "cancel" button. If you're only going to stop the subscription for a brief duration, we recommend pausing it and then resuming it when you are ready.
IncenseSticks places a high priority on customer satisfaction and strives to deliver a safe and pleasant shopping experience. Our products are all genuine, and we offer the best benefits to our customers.
Pure & Natural
All products are made with 100% natural ingredients, ensuring safety and the highest quality.
America’s Most Trusted
We are one of the best-rated incense stick stores in the country. Our reviews are testimonials that demonstrate our customers’ trust.
Money-Back Guarantee
If you are not satisfied with the purchase, you will receive a full refund within 30 days.
Free Returns
We offer hassle-free returns on products purchased within 30 days.
Returns and Refund
Change of heart? That’s okay. If you are unsatisfied with a product, you can return it, but it has to be an unused pack or in good condition. Navigate to the 'My Account' section and select the 'Return Order' option. We offer free returns within 30 days of purchase. If you are unable to return, write to us at sales@incensesticks.com and we will initiate the refund process for you.
We offer a free return policy for all the orders within 30 days of purchase. You can check the link below or write to our support team at sales@incensesticks.com for more information.
We normally do not accept product exchanges; however, you may exchange a product if it meets our criteria, such as having a fault or not functioning properly. For more information, please check our refund policy:
Yes, we offer free return of products within 30 days of purchase. For more information, please check our refund policy:
Yes, if you wish to return your product, your shipping fee will also be refunded.
If you have not received your return label, please contact us via chat or email at sales@incensesticks.com and we will send you one as soon as possible.
Simply put, yes. You may return a part of your order, and we will process a partial refund for the product. To learn more about partial returns, send an email to sales@incensesticks.com and our support team will assist you.
General Information
We keep it simple! You can connect on a live chat, write to us at sales@incensesticks.com or call us at +1-866-556-1566 from Monday – Friday 9 AM – 6 PM (PST). When we say write to us, we mean it. Our support team will get in touch and explain about our store and business (We love to chat) so feel free to reach us.
Login to your account using your registered email and password. Once you logged in, go to My Accounts page and click ‘Edit Address’. In the edit address section, choose the ‘Edit’ option where you can change your address and phone number.
If you are facing difficulty in updating your contact details, drop a mail to our support team at sales@incensesticks.com and we will update it for you.
Don’t fret! You can click the link below to reset your password. If you are facing any difficulty in updating your login details, reach us at live chat support and we will help updating your details.
https://incensesticks.com/account/login
It is quite simple. You can use our search option in the top right corner to find any product on the website.
We don't have any retail outlets. All of our products are available online. You can get all of your favorite incense sticks and aromatic products at Incensesticks, where you can find authentic products with better discounts.
We are headquartered in Kirkland, Washington. IncenseSticks is a Seattle-based company that provides customers with incense sticks, essential oils, diffusers, aromatic candles, home care products, and other items from across the world.