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My Account
How do I create a Wholesale Account?
Click on the "Register for a Free Account" link on the top left of any page.
Enter your email address and create a password.
Enter the remaining Customer Information and click on the "Proceed" button.
After you enter the required information you will receive an email welcoming you to Wholesale.Incensewarehouse.com. Return to the site and click on the My Account link at the top of any page and enter your email address and password to view our wholesale pricing and begin shopping.
How do I update my account information?
Click on the My Account link on the top left of any page.
Enter your email address and password.
Once you have entered "My Account" click on the "Update" button found in either the "Billing Information" or "Shipping Information" boxes. You will then have the option of changing your email address, password, billing information and shipping information. After making the necessary changes click the "Update" button and your changes will be saved.
What if I've forgotten my password?
Click on the My Account link on the top left of any page.
Below the login box is the "Forgot Your Password?" box. Enter your email address in the indicated field.
- Press the "Send me my password" button.
- Your password will be emailed to you.
If you are still experiencing difficulties call us toll-free at 1-888-288-2977 Monday through Friday between the hours of 9:00am and 4:30pm EST and we will be happy to help.
How soon after I place my order is it shipped?
We make every attempt to ship orders placed by 12:00 pm EST the same day, excluding weekends and some holidays.
How do you handle backorders?
Situations may arise (high demand, manufacturer delays, etc...) causing items to be out of stock. If the wait time is expected to be excessive (more than 1 week), a member of our customer service team will contact you and make you aware of the delay. If you placed an order for multiple items and part of that order is not in stock or expected in stock within 1 week, it may be best for us to ship what we have and backorder the rest. You will be notified of the delay, and given an anticipated date of arrival for the backordered item(s). You may cancel any part of your order that hasn't shipped yet at any time.
How do I view my previous order history?
Click on the My Account link on the top left of any page.
Enter your email address and password, then click the "Login" button.
- On the "My Account" page locate the "Track your recent orders" box.
- Only your most recent orders will display, to view your entire order history click the "View All" button.
Please note: wholesale orders that were placed on our retail site (before we launched whoelsale.incensewarehouse.com) will not appear.
How can I place a phone order?
To place a phone order, please call Customer Service at (888) 288-2977. Customer Service hours: Monday through Friday 9:00am-5:00pm Eastern Standard Time (EST).
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Billing & Payment
What are my payment options?
We accept MasterCard, VISA, Discover and American Express credit cards.
We also accept PayPal, Money Orders and Cashier's Checks in US ($) Dollars made payable to Incense Warehouse.
International customers can pay for their orders via PayPal, US-issued credit cards, or checks drawn on US banks.
My business is located in NY, do I have to pay sales tax?
We are a wholesale-only site serving qualified resellers. None of the goods we sell will require the payment of Sales Tax. However, because we are located in New York State we are required to have a copy of your resale certificate on file if your business is located in NYS.
When is my Credit Card charged?
We do not charge your Credit Card until your order is ready to be shipped. Your card is not charged at the time you place your order but it is verified for accuracy and sufficient funds.
What will appear on my Credit Card Statement?
Orders placed on Wholesale.Incensewarehouse.com will appear on your Credit Card Statement as "Incensewarehouse.com" our parent organization.
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Order Status
How do I make changes to or update my order?
If you would like to make any changes to your order after it has been placed call us toll-free at 1-888-288-2977 Monday through Friday between the hours of 9:00am and 4:30pm EST.
How can I reorder items I have previously ordered?
First login to your account:
Click on the My Account link on the top left of any page.
Enter your email address and password, then click the "Login" button.
- On the "My Account" page locate the "Track your recent orders" box.
- Only your most recent orders will display, to view your entire order history click the "View All" button.
- Locate the order you would like to reorder (or a portion of which you would like to reorder).
- Click the "Reorder" button that accompanies that order.
The entire contents from that previous order will be placed in your shopping cart. You can then proceed to checkout or make changes to this order.
How do I find out if my order has shipped?
An email will be sent to you at the time your order is shipped. It is possible for this email to be picked up by your spam filter. The most certain way of determining whether or not your order has shipped is to login to your account and view the order from the "My Account" page. The order's "Status" will indicate "Shipped" when it has shipped.
How do I track my order once it has shipped?
You will receive a shipping confirmation via email that will contain your tracking number and link to the UPS tracking website the day your order is shipped. The shipping progress of your order can be monitored at any time from your web browser.
What if an item is missing in my order?
At Incense Warehouse we make very effort to insure total accuracy with every order we ship. We ask that you check your order carefully as soon as it arrives. If you find that your order is missing any items please contact Customer Service within 24 hours of receipt of the order. We will be happy to correct any mistakes we may have made as fast as possible.
How do I return damaged or incorrectly shipped items?
IncenseWarehouse will not accept any return without an Return Merchandise Authorization (RMA) number. To obtain an RMA number, please call Customer Service at (888) 288-2977. Customer Service hours: Monday through Friday 9:00am-4:30pm Eastern Standard Time (EST).
RMA numbers are good for 7 days. Returns must be received within 7 business days following your receipt via e-mail of an RMA Number from Customer Service. Returns postmarked later than five business days after receipt of an RMA Number will be invalid.
Return packages must be sent back to the return address that is on the RMA packing slip that you will obtain when you receive your RMA number. You will be reimbursed for the return shipping cost only for damaged or incorrectly shipped items.
Claims for loss or damage in shipment must be made to the carrier by the customer. Please keep the original boxes, the freight carrier will need the original boxes for investigation. DO NOT SEND the damage in shipment products to us, you need to report the damage to the carrier and the carrier will pick up the products.
What is your return or exchange policy?
For items that are damaged or incorrectly shipped (items that are not what your ordered) please see the previous question How do I return damaged or incorrectly shipped items?
All returns other than a replacement due to a defective product or an incorrect shipment, will be subject to a restocking fee (10%). The credit value of the returned items are based on the current market price on our web site less the restocking fee.
Customer must obtain an RMA number for such returns by contacting Customer Service at (888) 288-2977. Customer Service hours: Monday through Friday 9:00am-4:30pm Eastern Standard Time (EST).
All requests for a refund or replacement (other than damaged or incorrectly shipped items) must be made within 30 days of the invoice date. Products authorized for return must be 100% complete, in re-saleable condition.
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Shipping Policy
What carriers do you use to ship my order?
IncenseWarehouse ships all domestic orders via UPS. Domestic customers can, under special circumstances, request an alternate carrier. However, we can only guarantee the reliability of order tracking through UPS.
The default UPS shipping method is Ground. Customers requiring Expedited Shipping (Next Day Air, Two Day Select, etc.) can choose any of these services at checkout.
Customers who would prefer to use their own UPS account can do so by indicating the proper account number in the Comments field during checkout.
How are shipping charges determined?
Shipping charges are calculated according to the weight of your order.
Do you ship International Orders?
We do ship International orders by way of USPS Priority Mail International.
Can I pick up my order from your Warehouse?
Customers who can do so are welcome to pick up their orders at our warehouse and thus incur no shipping fees. Previous arrangements must be made first by contacting Customer Service at 1-888-288-2977. Customer Service hours: Monday through Friday 9:00am-4:30pm Eastern Standard Time (EST).
Our warehouse location is:
Incense Warehouse
3 Newbridge Road
Hicksville, NY 11801
Pickup hours are Monday through Friday 10:30am to 5:00pm EST.
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