FAQ's

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FREQUENTLY ASKED

How much does shipping cost? At WeIncense, we keep shipping simple so you’ll never be surprised by shipping fees. All orders over just $20 ship for free. Orders under $20 ship for a flat fee of $4, one of the lowest shipping fees online.

Where do orders ship from? All orders ship from our warehouse in Alpharetta, GA, United States. Orders will never ship to you from outside the US.

When will my order ship? At WeIncense, we ship 6 days a week (Monday through Saturday). All orders ship same or next business day.

How long will it take for my order to arrive? Orders ship same or next business day. Most orders will ship via USPS or UPS with a 3-7 day shipping time. Once available, your tracking information should show an estimated delivery date.

Our average order is delivered in 4 days.

What is your return policy? 30-Day Free Returns. We accept returns, for unused items in original packaging and condition, within 30 days of the date your order is shipped. We do not accept returns for items listed under the BULK PACKS section of the site. Refunds can only be made to the original payment method.

GENERAL

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How do I purchase through WeIncense.com? We’ve made it as easy as possible to shop through WeIncense.com. Most products have a ‘Buy Now’ option for quick checkout. You can also use the ‘Add to Cart’ feature to order many items all at once. We’ll also save your cart for you and email you a reminder link later if you are shopping while logged in or add your email at checkout. Once you're ready to check out, go to your cart page and tap 'Check Out', and our safe and simple checkout process will guide you through the process.

How can I track my order? We’ll automatically provide a link to your Order Status page when your order is confirmed. Your Order Status page will have your tracking information once your order ships, along with all the details about your order for your convenience. If you ordered through Facebook, Instagram, or you use the Shop app, you can track your order from there as well. If you can’t find your Order Status page, always feel free to email us at team@weincense.com and we’ll send you a link. For your security, we'll only ever send Order Status page links to the email address given with the order.

How do I receive updates on my order? Notifications for all WeIncense orders are sent automatically to the option(s) you choose at checkout (via email and/or text message). You’ll receive a confirmation when your order is placed, as well as additional notifications about your package’s progress, including when your order is shipped and delivered.

What payment methods do you accept? For your convenience, almost all digital payment methods are accepted. We accept all major credit cards through our provider. We also accept Shop Pay, PayPal, Google Pay, Apple Pay, and Facebook Pay. We also proudly offer Shop Pay Installments, a safe and convenient way to buy now and pay over time.

Is it safe to shop and pay online? Yes, with WeIncense it is. Our provider is certified Level 1 PCI DSS Compliant. What does that mean? It means you can shop with confidence that your information is kept private and secure.

Is my data and information safe with WeIncense? Absolutely. We have experienced IT professionals on staff and we take the safety of your information, and all WeIncense data, very seriously. The systems we use are carefully screened and maintained by industry professionals and we’ll never share your information with, or sell it to, 3rd parties for their own marketing purposes.

Where are you located? Alpharetta, GA, United States

Where else can I shop with WeIncense? We have shops on Facebook, Instagram, and the Shop app. You’ll be able to shop most all of the same products at the same great prices, and receive the same great service.

Can I change my order or add/remove items? Yes, we're happy to change an order any time before it ships. For the fastest service, email us at team@weincense.com with your Order Number in the subject line of the email and the details about what you would like to change.

If your order total increases: For your protection, we don't have the ability to charge your payment method again. We'll send you an email with a convenient link to an invoice on our website to pay the difference.

If your order total decreases: We'll refund you the difference in full.

I have a promo code, how do I use it? Promo codes will show your applied discount once you’re on the checkout page. For most promo codes we share, we offer the code and a link. When you click the link, the promo code is applied automatically for you, and you’ll be able to see your discount applied at checkout. You can also copy and paste or manually enter your promo code on the checkout page in the ‘Discount Code’ box (make sure you tap ‘Apply’). If you get a message like ‘Enter a valid discount code’, the promo code you’re using has probably expired.

I got a promo code from a 3rd-party website and it’s not working. Usually this means the promo code has expired. In general, 3rd-party websites don’t generally keep up-to-date with expiration dates of promo codes. Always feel free to email us at team@weincense.com for more information.

Can I place an order over the phone? Not at this time. To protect our customers and to minimize fraud to our Community, all orders must be self-processed through our website (WeIncense.com). We’ve made checking out on WeIncense.com as quick and easy as possible, for your convenience.

My order was canceled and I didn’t request cancellation. Email us at team@weincense.com for more information. We rarely cancel orders. If we do cancel an order, we generally send an email explaining why. Please check your Junk/Spam folder first if you don’t see one.

*In rare cases, orders can be automatically canceled by one of our Fraud Prevention systems due to any number of reasons, including (but not limited to): prior chargebacks, general risk, and general suspicious activities. Assessments can be based on activities related to WeIncense.com, any of our partner sites and sales channels, or data from 3rd parties.

I see a charge to my payment method but my order didn’t process. Don't worry, while this doesn't happen often it's no cause for alarm. And we do apologize for any inconvenience, but this is one of our systems at work keeping you safe from fraud.

This charge is a temporary authorization that will not finalize unless you checkout again successfully. In general, temporary authorizations can appear when a financial institution approves a purchase, but then the transaction can be declined by our system due to an issue like a billing ZIP code mismatch. These temporary authorizations will never finalize unless a transaction is successfully re-processed after fixing the issue. Generally, they disappear within 1-2 business days, depending on your financial institution.

TRACK YOUR ORDER

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I don’t see any notifications from WeIncense about my order. All notifications are sent automatically, so if you don’t see any, please check:

-Your Junk/Spam folder. Please mark these notifications as ‘Not Junk’ so you will receive future notifications from us.

-Email us at team@weincense.com so that we can verify your order processed correctly and that your email address is correct.

How can I view my Order History? Log in to your WeIncense account to view your Order History. If you haven’t created an account yet, use the ‘Create account’ option at the link above to create one.

SHIPPING

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Do you ship outside the US? No, not at this time.

Do you have a physical location or offer in-person pickup? Not at this time. For everyone’s health and safety, our offices and warehouse are not currently open to the public.

Do you guarantee delivery dates? Not at this time. Due to the many factors outside of our control (including weather, logistics issues, high shipping volumes, and more) we’re not able to guarantee delivery dates.

Why has my package’s estimated delivery date changed? While rare, unfortunately from time to time carriers push back estimated delivery dates, or deliver even earlier than expected. This can be due to many factors. If your package is taking an usually long time to arrive, please feel free to email us and we can submit a request to the carrier.

Can I pick the shipping carrier to use? Not at this time. One of the ways we offer one of the best Shipping Deals online, is by using a special system that shops among multiple carriers and balances costs and delivery metrics. We hope to offer shipping upgrade options in the near future, but for now this is what helps us keep our fees low even while costs are rising every day.

I received a delivery notification but I can’t find my package. Please check the options below and give it a few days in case the package shows up. Most packages do show up within a few days. After 24 hours, if you still can’t locate your package, please email us at team@weincense.com and we will start a request with the carrier for detailed delivery information. Once we get more information from the carrier we will provide an update.

Best places to check:

-In and around any mailboxes, front porches, side doors, common areas, and anywhere else your carrier may have left your package

-With other members of the household and close neighbors

In general, we do go by carrier tracking information to determine successful delivery and we do not honor ‘Not Received’ claims for packages where tracking information shows as delivered.

My package was returned to you by the carrier. Packages returned to us by the carrier due to an address or access-related issue can be refunded with a shipping charge deducted. The deducted shipping charge will be equal to our current flat-rate standard shipping charge. Email us at team@weincense.com to start the refund process. Please include your order number in the Subject line of the email for the fastest service.

RETURNS & CANCELLATIONS

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How can I return part or all of my order? Email us at team@weincense.com and we will get a return started for you. Please include your order number in the Subject line of the email for the fastest service.

What is the return process like? It's simple. Email us at team@weincense.com and we will get a return started for you. We’ll confirm that we’ve started a return for you and you'll receive a separate automated email with a link to download your return label. Most return labels will be USPS with several convenient options for getting your package to the carrier. The email we send you will contain all the details.

Can I cancel my order? Yes, we’re happy to cancel any orders for a full refund any time before an order sips. Email us at team@weincense.com to cancel an order. Please include your order number in the Subject line of the email for the fastest service.

MAILING LIST

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If I sign up for marketing, how and how often will you contact me? We’ll only contact you via email. Based on shopper feedback, we limit our emails to once or twice a week.

I no longer want to receive emails from WeIncense. All marketing emails we send have an unsubscribe link in them to make unsubscribing as easy as possible.

Order and system-related emails, in general, cannot be opted out of, simply because we have to be able to communicate certain information to you to fulfill your order and provide our high level of service.

If you’re ever unhappy with the type or frequency of communications you receive from us, and don't know how to change it, email us at team@weincense.com and we will get it fixed for you.

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The mix & match, one-stop destination for incense, sprays, oils and so much more.

FAQ's

FREQUENTLY ASKED

GENERAL

TRACK YOUR ORDER

SHIPPING

RETURNS & CANCELLATIONS

MAILING LIST

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FREQUENTLY ASKED

(back to top)

GENERAL

(back to top)

TRACK YOUR ORDER

(back to top)

SHIPPING

(back to top)

RETURNS & CANCELLATIONS

(back to top)

MAILING LIST

(back to top)