If you are unable to locate your answer here. Please send us note on our contact page. We would love to hear about it!
WHAT IS YOUR RETURN POLICIES
First, check your ship to address. There is a $5.00 fee for corrections imposed by UPS. If we are billed the fee direct from UPS we will impose that fee onto you and charge your credit card for the charge. Our staff check all packages prior to shipping to ensure everything ships from our warehouse in good condition. Due to the types of products we carry, we accept No returns. Exchanges only on damage merchandise, errors caused by our warehouse and situations where our office may approved the return. You must contact us within 24 hours of delivery to advise us of any damages, missing items or errors. Failure to contact us within the require time frame could cause us to refuse your claim.
After contacting us you will be issued a return merchandise authorization number which must be written on the box or invoice and return all damage items back to our warehouse within 7 business days in the same condition received.
NO Returns on Fragrance Oils ** NO EXCEPTIONS
RETURN MAILING ADDRESS:
Scentsations Incense
Atten: Return Dept.
P. O. Box 442
Buckeye, AZ 85326
There are no exceptions to our return policy. We have the right to return, refuse or discard your return if there is no damage or we find that the merchandise has been used. Please insure your return. We will not be held responsible for lost and/or misdirected returns.
A 20% restocking fee is charged on all packages that are unclaimed or undeliverable and returned to our warehouse. Shipping charges are non-refundable no exceptions!
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CAN YOU SEND ME A CATALOG
Unfornately, we do not offer catalogs. Our database of products change almost on a weekly base. Therefore a catalog would not work for us!
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WHAT TYPES OF PAYMENTS DO YOU ACCEPT
We accept Mastercard, Visa, American Express and Paypal Payments only.
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WHY MY INCENSE DOESN'T STAY LIT?
Our incense sticks and cones are dipped fresh when ordered. Therefore they will arrive to you very moist. If you are having a issue with them staying lit that means the sticks did not dry out enough during transit and they are still too wet. You will need to allow them to air dry for a day or two in a open container or on newspaper. It could take a extra day longer for cone incense as they hold more oil.
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I RECEIVED DAMAGED MERCHANDISE, NOW WHAT?
We do apologize that you received damage package and or merchandise. The first thing you need to do is contact UPS at 1-800-PICKUPS to advise them of the damages. Then contact us ASAP within 24 hours of delivery to notify us of the situation. After contacting us, it could take 1-10 days for UPS investigation to complete and a reshipment to be sent out or process a refund for the damaged item.
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MY ORDER IS INCOMPLETE.
Sorry that your order is not complete. Please check the box completely to ensure the item is not inside. Sometime's small items could be overlooked inside the box. If you have determined the item is not there. Please contact us ASAP usually 24 hours of delivery. We will check the warehouse to see if the item was mistakenly forgotten and then rectify the problem by shipping the missing item or issuing you a refund.
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WHERE IS YOUR PRIVACY POLICY
We attempt to keep our Privacy Policy updated often especially with the changing World Wide Web and ecommerce solutions. Please visit our privacy policy page HERE for the latest updates.
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WHAT IS YOUR SHIPPING POLICY?
We attempt to ship all orders within a reasonable time frame usually 1-4 business days. However, there are many factors to consider such as the number of orders before yours and Busy Season(s). We usually receive a higher than usual amount order around the following times of the year. Christmas December 1st until December 23rd and Tax Time March and April of every year. During these times of the year it could easily take 3-7 days to ship many orders.
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IS MY CREDIT CARD SECURE
We use the industry standard secure socket layers SSL to process your credit card information on the internet. All information is encrypted so that your credit card information is secure using our online shopping cart.
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WHERE TO SEND MY RETURN
Contact us first before sending any items back to obtain a return merchandise authrization number. Failure to contact us could cause your package to be rejected and/or refused. We do not accept unauthorized returns.
RETURN MAILING ADDRESS:
Scentsations Incense
Atten: Return Dept.
P. O. Box 442
Buckeye, AZ 85326
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WHY MY INCENSE DOES NOT CONTAIN 100 STICKS
Our incense sticks are purchased directly from China. All incense stick bundles are counted by weight. Therfore it's possible your bundle of incense could contain anywhere from 90-100 sticks.
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DO YOU ACCEPT PAYPAL PAYMENTS
Yes, we gladly accept paypal payments and echecks
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DO YOU ACCEPT INTERNATIONAL ORDERS
Unfortunately, we do not accept International orders. We only accept orders from United States, APO/FPO and US territories.
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WHAT IS YOUR CANCELLATION POLICY?
We accept cancellation on any items that are NOT custom prepared. If you did place a order for item such as custom made Bath Salts or Blend Your Own Fragrance. We DO NOT accept cancellation on these item after the product has been prepared to your specifications. We suggest to inspect the contents in your shopping cart prior to completing your order online. However if you think you made a mistake please contact us immediately up to 2 hours after placing your order this way we could review or make changes as necessary prior to the order being prepared or shipped.
ONCE WE HAVE BEGAN PREPARING YOUR ORDER NO CANCELLATIONS ACCEPTED ON BATH SALTS, BLEND YOUR OWN FRAGRANCES (this is where you blend up to three fragrances to create your own blend) or BULK INCENSE ORDERS.
There are no exceptions to this policy.
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HOW LONG HAVE YOU BEEN IN BUSINESS
We've been in business for 20 years operating online. We operated under a different in the late 1999 then in 2001 we changed our business to "Scentsations For You" and later change to our current business name of Scentsations Incense. We have been operating as Scentsations Incense since 2002 and have many repeat customers!
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