In observance of Labor Day, we will be closed on Sep4, 2023. All orders will be processed on the following day Sep 5, 2023. Current processing time is 2-3 business days. Thank you for your patience.

Shipping & Returns

 
CANCELLATION OF ORDERS:

If your order has not shipped yet, you are welcome to cancel your order. Please email for all cancellations of orders at orders@newageincense.com. PLEASE NOTE: cancellation of order already shipped will be declined and shipping and return fees will be applied prior to refund if package is rerouted back to shipper. PLEASE NOTE: Cancellation of orders that have been placed for more than 24 hrs will have a 15% restocking fee prior to refund on order. 

SHIPPING  POLICY

ALL orders shipping within USA are shipped using FedexGround services (unless customer selected faster delivery service upon checkout)

ALL orders shipments within USA shipping to a residential address will have a signature required upon delivery (this cannot be changed) If you do not wish to have a signature upon delivery please provide a business shipping address or enter a Fedex hold office address as your shipping address. If you are providing a Fedex hold location or Onsite fedex location you MUST write in shipping address: HOLD AT FEDEX ONSITE. If this is not written in the shipping content for holding sites they may return the package back to shipper in which shipping fees and return fees will be charged to customer prior to resending package or applying refund. 

We may ship to Hawaii and Alaska using Fedex if requested. (Please advise to do so in the comment section of your order)

All shipping addresses to Puerto Rico will be shipping using Fedex services (fees will match UPS ground price displayed in your order at the time of checkout).

ALL shipping addresses in Canada will automatically ship via Fedex (unless prior approval received from company to ship using alternative shipping service).

ALL International orders are shipped using Fedex (unless prior approval received from company to ship using alternative shipping service). If UPS worldwide shipping is selected upon checkout for international orders, the shipping will be recalculated and any shipping price difference will be refunded back to customer's paypal account.

* Please note: Customer are subject to pay any border and custom fees that are related to the package.

 PLEASE DOUBLE CHECK SHIPPING ADDRESSES at the time of checkout. Any change in address after an order is submitted will have an address correction fee applied (Domestic shipments only, for international please call your local carrier to make arrangements). Any change in shipping address once package has shipped will have an address correction fee applied (Domestic shipments only, for international please call your local carrier to make arrangements).

Claims & Return Policy

All items missing/ damaged or does not match the description online at the time of receipt should be reported to New Age Imports, Inc. via email: claims@newageincense.com within 7 DAYS OF RECEIPT. No refunds will be made if claim exceeds 7 Days after date of delivery. Please do not discard any damaged goods unless notified from one of our employees. You may be asked to email a picture of the goods in question. You may be asked to return the products with ORIGINAL PACKAGING. Any and/or all products returned without the original packaging will have a 15% restocking fee applied prior to refund.

Wholesale companies are responsible for all the shipping charges on refusal to accept the shipment (Shipping charges are to include shipping delivery fees along with return fees)

No merchandise will be accepted for a return/ refund without prior authorization from our company.

If you have received any items wrongfully/ mistakenly please contact us ( Email: claims@newageincense.com)

 

  • When losses involve damaged or missing cartons, please contact the delivery carrier for instructions on filing claim first. Then please notify us as soon as posible.
  • Missing items should be reported within 7 days of receipt of goods to New Age Imports, Inc.
  • No merchandise will be accepted for return without prior authorization. Starting 2016 a 15% restocking fees will be applied on the returns for items customers do not wish to keep any longer or accidentally order. All merchandize return shipping will be covered by customers end. All wrongfully / non purchased items received by customer will be charged in full amount until items are returned back. Refunds will be applied back to customers account. Please contact us for more details on returning the products which were mistakenly sent.

Contact for all claims, missing, or returns:

Email: claims@newageincense.com



Shipping Refusal & Address Errors:

Wholesale companies are responsible for all the shipping charges on refusal to accept the shipment. If for any reason customer decides to changes the address after the package has been shipped either by calling us or shipping company a charge of $18.00 will be put in account for correction fees (Domestic shipments only, for international please call your local carrier to make arrangements).

Lost Package Policy:
All packages lost during transit via ground shipment are not insured and ship with no signature required. If you wish your ground package ships with insurance and signature required, this may be requested in the COMMENTS section of your online order. We are not responsible for stolen packages.


Shipments over 150 LB

  • Shipping will be calculated after you place the order.


International Orders: