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We make every attempt to ship orders next business day, excluding weekends and some holidays.
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. You may either select an alternate item or cancel the unavailable item as we do not offer back orders for wholesale orders.
To place a phone order, please call Customer Service at 516-513-1532. Customer Service hours: Monday-Friday 11:00am - 4:00pm EST.
If you would like to make any changes to your order after it has been placed call us toll-free at 516-513-1532 Monday-Friday 11:00am - 4:00pm EST.
First login to your account:
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.
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.
At Incense Wholesaler 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.
Incense Wholesaler will not accept any return without an Return Merchandise Authorization (RMA) number. To obtain an RMA number, please call Customer Service at 516-513-1532 . Customer Service hours: Monday-Friday 11:00am - 4:00pm 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.
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 516-513-1532. Customer Service hours: Monday-Friday 11:00am - 4:00pm 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-sell-able condition.
IncenseWholesaler defaults all domestic shipments to UPS Ground shipping. If you would like to have your order shipped via USPS (Postal Mail) you must select this option in the Shipping Method box by clicking display rates at the right and then selecting accordingly.
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.
Shipping charges are calculated according to the weight and destination of your order.
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 516-513-1532. Customer Service hours: Monday-Friday 11:00am - 4:00pm EST. Please leave a message with your name, phone number, and a brief inquiry if there is no response and customer service will get back to you as soon as possible. Incense Warehouse cannot accommodate walk-in service and pick up processing time can take between 1 and 2 business days.
Pickup hours can be arranged Monday through Friday 11 AM to 4 PM EST.Incense Warehouse
"Porch Theft" PLEASE NOTE: