Help & FAQs
We receive very regularly questions from our visitors, hereis the list of the most frequent questions:
1. Can I trust you?
Absolutely, you can trust us. We understand that trust is a critical factor when it comes to online shopping, and we take that responsibility very seriously.
Secure Website: Our website is secure, and we use advanced encryption technology to protect your personal and financial information.
Verified Reviews: We have a system in place that verifies customer reviews to ensure that they are genuine and honest.
Return Policy: We have a clear and fair return policy, and we stand behind the quality of our products.
Customer Support: We have a dedicated customer support team that is available to help you with any questions or concerns you may have.
Payment Options: We offer a variety of secure payment options, including credit cards and PayPal, so you can choose the method that works best for you.
At the end of the day, our goal is to provide you with a seamless and enjoyable online shopping experience, and we believe that trust is the foundation of that relationship. We value your business and are committed to earning your trust every step of the way.
2. Do you ship abroad?
Yes, we offer worldwide shipping. North America such as United States, Canada, Maxico; Europe such as United Kingdom, Germany, France, Italy, Spain, Poland, Norway, Netherlands, Denmark, Finland, Luxembourg, Sweden, Switzerland, Austria, Czech Republic...etc. Oceania Such as Australia, New Zealand. Asia Such as Korea, Japan, Singapore, Malaysia, Vietnam, Thailand, India, Indonesia, Philippines..etc. Middle East such as UAE, Kuwait, Bahrain, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria...etc. Should you have any questions, don't hesitate to contact us via: support@incensewaterfallpro.com.
3. Where are the products shippingfrom?
During holiday season, Parcels might be shipped from US, UK and DE directly to customers who are from North America and Europe. For the customers from the rest of the world, we would ship from HongKong or Shenzhen.
4. How long will you need to fulfill order?
Fulfillment time takes 1-3 working days.
5. What's the delivery time?
Delivery time is estimated between 7 days to 4 weeks maximum, although it's generally much faster.
6. My package has not arrived, is this normal?
Abnormal, all the parcels we sent were trackable. If the tracking shows parcel delivered and you did NOT get it, simply drop us an email and we will check with carrier and get things right ASAP.
7. If my parcel got lost what would you do?
We would either send you a new replacement or issue you the full refund, please don't worry about this.
8. Why is delivery takes so much longer in some countries?
Our goods are located abroad, which allows us to offer you the items at very competitive, and discounted rates.
9. My item is damaged, can I get a refund?
Absolutely! If the item arrives broken, please send it back and we will issue you fully refund.
10. I am not satisfied with my order, can I be reimbursed?
Please contact us within 10 days from receiving the product if you are not satisfied. All you will need to do is return the item, and we will issue you refund. The cost to return the product is at your own expense.
11. How do I contact you?
Our support team is more than happy to assist you with any questions you may have. Please email us at: support@incensewaterfallpro.com (Response in 24h in 99% of cases)
12. How do you keep our Personal Information secure?
We follow industry standards on information security management to safeguard sensitive information, such as financial information,intellectual property, employee details and any other Personal Information entrusted to us. Our information security systems apply to people, processes and information technology systems on a risk management basis. We perform annual audits to ensure our handling of your credit card information aligns with industry guidelines. We are certified as a PCI DSS Level 1 compliant service provider, which is the highest level of compliance available, and our platform is audited annually by a third-party qualified security assessor. For more details, please refer to our Privacy Policy.
