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. All of our products are suitable for pets because they are made from natural ingredients and do not include any harmful chemicals. If you're worried, 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. Here is the link to sign-up: https://incensesticks.com/pages/information
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. If you'd like to try our fragrances, please fill out the form below and we'll get back to you.
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 sales@incensesticks.com and we will get back to you. Allow us 1-2 working days to respond as our support team experts take some time to respond (turtle is our spirit animal).
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 in the site, you will have an announcement at the top of the site explaining the sale. To get information on exciting sales, discounts and new product launches, 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 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 sales@incensesticks.com
You'll see available promo codes on the home page. Don't be concerned. you can request for a live chat support expert to assist you in applying the coupon code or you can write to us at sales@incensesticks.com
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 coupon codes for the same order. However, you can use the coupon codes to avail discounts on any number of purchases done within the sale period.
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 to keep tabs on latest offers, coupon codes and more.
We recommend you to copy the coupon code. At the checkout page, you will have an option to enter the coupon code, paste the exact code to avail the discount. If you have difficulty in applying the code, reach our live chat to assist you.
Shipping & Delivery
Sometimes, the tracking information can be incorrect. It may show the product is delivered but may still be in transit. Check the order status on your account page. Wait for a couple of days and if it hasn’t arrived, 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 $40. If the order value is below $40, then the shipping fee is calculated based on the location.
We usually ship within 3-5 working days. If there is an unusual delay in shipping, we will notify you through an email.
We only ship to the United States of America at this time. In the near future, we intend to ship to other nations. We want to send our love and products to every country on earth and are working hard to do so. Thanks for being nice about it.
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. Easy isn’t it?
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. 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.com, 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.