COMPANY POLICIES

The Incense Plug 2020

WHAT ARE YOUR PROCESSING TIMES?

Processing times: The Incense Plug LLC processing times are 7 to 14 days. Our processing times refer to how long it takes to hand craft your items once you've ordered. Again, our processing times refer to the time it takes to hand craft your products as each and every item shipped is hand made by our gracious team in New York City. 

Processing times are subject to change and become longer at any moment, you will be notified. Please routinely visit the website to see if we have announced that processing times have been increased. 

HOW LOND DOES IT TAKE FOR AN ORDER TO SHIP ONCE PROCESSED?

Shipping Times: The Incense Plug LLC shipping times is 3 to 5 days. 

The Incense Plug LLC has opted to ONLY offer expedited shipping given that is comes with insurance; every order you place with us is insured—meaning that if USPS damages your package or loses your package they are responsible for this and will need to handle compensating you. 

DO YOU SHIP INTERNATIONALLY?

Yes, we do! The Incense Plug LLC ships internationally // worldwide

I FORGOT SOMETHING ON MY ADDRESS // MY SHIPPING ADDRESS IS INCORRECT

The Incense Plug LLC REQUIRES that you send an email and request an address change // update within the first 24 hours of purchase. After 24 hours a change // update of address will not be granted. The Incense Plug LLC does not accept address changes after the first 24 hours of purchase as it would result in shipping delays for ALL those who support us and we do not think this fair.

I NEVER RECEIVED A CONFIRMATION EMAIL AFTER PURCHASE! WHAT DO I DO??

The Incense Plug LLC sends out order confirmation emails immediately after purchase. If you have not received one within  1 hour of purchase this is because the email you input to the system at the time purchase was invalid.

You must email us within the the first 24 hours of purchase to update your email address. Once it has been more than 24 hours after purchase, a change of email address for an order will not be allowed.

Allowing email address changes after the first 24 hours of purchase would result in shipping delays for ALL those who support us and we do not think this fair. 

WHAT DO I DO IF USPS HAD LOST OR DAMAGED MY ITEMS?

If USPS has lost or damaged your items you can  file an insurance claim with the USPS. You will need a copy of the postal receipt and a receipt that shows the value of the item. Please provide USPS with your order confirmation email, all receipts sent from us displaying the value of your items purchased and any other necessary information they request when you open this claim. 

When you file the claim you will see that one of the first questions on the form asks you to identify whether you are the sender or the receiver of the package. Per USPS instruction the item cannot be re-mailed… re-posting an item will invalidate the claim. It, also, must be available for inspection by the USPS should they desire to do so. 

Again, you can open and file a claim with USPS and we encourage you to do this if they deliver your items damaged, broken or your items are lost by them. 

The Incense Plug LLC does not assume liability for broken // damage // lost items by USPS. We DO NOT assume liability for broken // damage // lost items by USPS. We do strongly encourage reaching out to USPS about these issues and compensation as we insure each order for shipment.

I WANT A REFUND! DO YOU OFFER REFUNDS?

The Incense Plug LLC will issue refunds to orders that The Incense Plug LLC cancels within 72 hours after purchase. 

We do not accept refund requests 72 hours after purchase. The Incense Plug LLC must cancel your order first. 

If you incorrectly placed an order, you must request a refund within the first 72 hours of purchase, once it has been more than 72 hours from the time of purchase you will not be issued a refund. 

HOW LONG DOES IT TAKE FOR A REFUND TO PROCESS?

Once you receive an order cancellation and refund notification email from The Incense Plug LLC please allow 10 days for your refund to be processed and to have those funds be made available in your account.

If it has been more than 10 days and your refund has not been applied to your account, this is a banking issue and you must work with your bank to resolve this.

Refunds are ALWAYS applied to the payment method used at the time of checkout; if you are refunded and the payment method used at the time of checkout is no longer valid you need to contact the bank or agency of the original payment method to claim the funds after the refund is sent.

If a negative balance payout fails, then the payout will try again in 3 business days.

MY ORDER ISN’T HERE YET! MY ITEM IS STUCK IN PRE-SHIPMENT! WHAT DO I DO?

The Incense Plug LLC asks that you send customerservice@theincenseplug.com an email and be sure to include all necessary information as listed below. ONLY do this if your item has been in pre-shipment for more than 5 days. We will confirm this before responding to your inquiry; if your item has been in pre-shipment for less than 5 days we will not respond until it has been beyond 5 days.

Full Name:
Correct Mailing Address:

Correct Email Address:

Date of Purchase:

Order Number:

Products ordered:

Tell us what happened:

It is important that ANY time you send us an email inquiring about your order that you include the information above, it helps up easily locate your order and provide you with solutions sooner. We always aim to respond within 72 hours and with this information included in your first email to us, we can respond even faster with clear and concise answers.

DO YOU WHOLESALE?

 YES! The Incense Plug LLC does offer wholesale, please email customerservice@theincenseplug.com to inquire; all invoices for wholesale orders must be paid within 48 hours of receipt. If they are not, the wholesale order will be cancelled.