FAQ's (Frequently Asked Questions)

Here are the answers to most commonly asked questions. If you are unable to find a answer to your question, please contact us at incensemania@comcast.net or call toll free 1-877-PADMINI (723-6464)


Incensemania.com
P.O. Box 7524
Fremont, CA 94536-7524, USA




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Generally, new information will be listed at the top of each section.



FAQ SECTIONS:
1. SAFETY
2. SECURITY
3. CUSTOMER SUPPORT
4. PAYMENT
5. GENERAL
6. SHIPPING




SAFETY QUESTIONS:
Question: How safe is it to use incense around the home ?
Answer: Incense has been used in homes since ancient times. It is a safe product if used with common sense and caution. Employ the same levels of caution as when using candles.
NEVER LIGHT OR BURN INCENSE NEAR FLAMMABLE MATERIALS



Question: Any pointers on using incense safely ?

Answer: Here are some pointers though this is far from an exhaustive list.
- Never use incense around flammable materials such as: gas cooking range, directly on top of a carpet, near synthetic clothes etc.
- Always place the incense holder on a metal, glass or ceramic plate or tray large enough to catch the ash and to contain the burning incense even if accidentally tipped over.
- Make sure your smoke alarm is not affected by the incense smoke - usually not.
- Use extra caution if you light more than 3-4 incense sticks at a time.
- Never leave home with incense left burning.
- Make sure you are not allergic to a specific incense fragrance.
- Keep incense (lit or unlit) in a safe area away from small kids and pets who may accidentally ingest it. See your doctor immediately if such an instance does occur.
- Always wash hands after handling incense and before handling food.


SECURITY QUESTIONS:
Question: I am kind of sceptical about shopping online, how secure are transactions on your website ?
Answer: Incensemania's web site is hosted by Yahoo on their servers. They use the "Stronghold" secure server, which is currently the second best selling secure server software, and technically the best product. All online transactions at Yahoo! Stores are handled with industry-standard SSL encryption.
When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to Yahoo. For added security, Yahoo also encrypts the credit card number when it is stored on disk, and when Yahoo forwards it to Incensemania.
If you are not the kind of person who worries about being hit by lightning as you're crossing the street, you probably don't have to worry that your credit card number will be intercepted on the way to a secure Web site. According to CNN, "The prevalent opinion...is that on-line credit card use is actually no riskier for consumers than traditional "low-tech" transactions."
We order products online all the time, both as a company and as individuals. When we use a credit card to buy something online, we feel at least as safe as we would using one in a store or restaurant.


Question:What is SSL and how does it ensure that my personal information is safe ?
Answer: Security for buyers when ordering through a Yahoo! Store - The following is a description of steps Yahoo! takes to protect your information from misuse when ordering through a Yahoo! Store.
* Secure Socket Layer (SSL): Yahoo! Store uses SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services information or payment information. An icon resembling a padlock is displayed on the bottom of most browsers window during SSL transactions that involve credit cards and other forms of payment. Any time a Yahoo! Store asks for a credit card number during checkout for payment, it will be SSL encrypted. The information you provide will be stored securely on our servers.
* CISP Compliance: Yahoo! Store is certified CISP-compliant. Created by Visa and MasterCard, the Cardholder Information Security Program (CISP) outlines a standard for security procedures for merchants and service providers that store, process, or transmit cardholder data.


CUSTOMER SUPPORT QUESTIONS
Question: What is the fastest way to have my question answered ?
Answer: Review this page. If you are unable to find an answer here, contact us by E-mail or phone and one of our customer service representatives will get back to you usually within 24-48 hours. Please note that responses to inquiries regarding free samples may take much longer.



Question: I have an urgent issue and need to speak with someone right away. Who do I call ?
Answer: If you have a question which is not listed in this (FAQ) section, please call our toll free number at 1-877-PADMINI (723-6464). You will then have the opportunity to connect with a live person.


Return Policy:
Our products come with a 100% unconditional guarantee. Our confidence on the high quality of our incense products enables us to offer this guarantee and has been in place since 1991. Your satisfaction with the items we sell is 100% guaranteed. If you are dissatisfied for any reason, return the item in undamaged condition for a full refund within 30 days of the invoice date. We will accept one open packet of each fragrance, the rest should be in "as new" condition. Buyer will not be reimbursed for return shipping costs. A re-stocking charge of up to 30% may apply on Nag Champa incense. If the order qualified for free shipping at time of placing the order, either the standard shipping fee of $7.95 or the actual shipping fee, whichever is higher, will be deducted from the refund amount.


Damaged or Defective Products
We take extreme care in shipping high quality incense products. In the event you ever happen to receive a defective or damaged product, we will replace it free of charge as soon as you ship back the defective item. Returns and refunds can only be made within 30 days of the invoice date. Shipping of the replacement item is at no cost to you.


PAYMENT QUESTIONS
Question: Can I pay for my order with a personal check ?
Answer: At this time we do not accept personal checks. However, we do accept money orders, cashier's check and bank checks. You may send payments to : Incensemania
PO Box 7524
Fremont, CA 94537-7524

We provide several convenient ways to pay for your purchases
1. Major credit cards (Visa, Mastercard, Discover and American Express)
2. Money order or cashier's check


Question: When I placed my order on your web site, I paid using a debit/Gift/refillable/pre-paid/ATM card. I just checked my account statement on-line and it shows that you have charged my card twice !! What's going on ?
Answer: When you use a debit card, a pre-paid card, cash card, ATM card and place an order, a hold is placed on your account for the total amount of your order by the financial institution and/or your bank. At this point we have NOT charged your credit card. But you will see a "charge" on your ON-LINE statement. This is the "reserve" fund. The funds are "reserved" and placed on a temporary hold by your bank until the actual transaction occurs. When we process the transaction and charge your card, this amount is again debited from your account. At this point you will see two charges on your on-line account. One is the "reserved funds held" and the other is the actual transaction amount. Once the transaction is completely processed and funds have been transacted from your account to our account, the "reserved funds hold" disappears. This can take up to 3-5 business days. However, during this 3-5 day period, you will see two charges on your on-line statement. Incensemania will charge you only once for your order. If for any obscure reason, double charges continue to show up on your statement after 10 days, please contact your bank. Incensemania credit card processing system does NOT allow us to double charge any customer as the invoice no. will not be accepted a second time in the transactional system.

GENERAL QUESTIONS:


Question: I have been purchasing Padmini and Nag Champa incense from another store for a long time - but at over TWICE the cost ? I am glad I found Incensemania. How do you manage to sell them so cheaply
Answer: We are glad that you found us too! We are able to sell our products at such low prices due to:
a. Eliminating the middle man (importer) since we import directly and pass on the savings to our customers.
b. Running a lean "no-frills" company. We continuously strive to optimize and stream line our operations to save undue expenses and overheads. Savings are passed on to our customers.
c. Focus on volume rather than high profit margins. We believe in making customers happy, shopping with us. If they liked the experience, they will return which in turn will drive more sales.



Question: Why should I provide my E-mail address and phone number when placing an order online ? I don't want any tele-marketeers calling me or receiving spam (junk mail) in my E-mail.
Answer: First, we DO NOT share or sell any personal information about our customers to anyone. Providing an accurate E-mail address which you access frequently, enables our automated order management system to inform you on the status of your order. Providing a valid day time phone number enables us to contact you in case there is a problem with your order. Please double check the numbers after entering on the order form.



Question: Do you only sell Padmini, HEM and Nag Champa brand incense products ?
Answer: Yes, currently we specialize in importing and selling only Padmini, HEM, Shrinivas Sugandhalaya (Blue Nag Champa)and Goloka Nag Champa brand incense in the U.S.A.- since 1991.



Question: Why do you sell Padmini incense ?
Answer: We chose to sell Padmini because we have been impressed by their focus on quality and continuous innovation of new products. They have a modern "State of the art" R&D (Research & Development) facilities where chemists and fragrance specialists are constantly working on creating unique and exotic fragrances. Also, we have had a very close relationship with Padmini for over 10 years and because of this, are able to have them customize products for us for sale in the international market. One example is cellophane wrapping of all 100 sticks packets to significantly increase shelf life. The plastic pouches are now hermetically sealed to ensure "freshness" and extend shelf life based on our recommendations.



Question: Why should I buy incense products from Incensemania ?
Answer: We realize that our customers have a choice in buying Padmini incense from our competitors. Here are some pointers why you should buy from us:
  • 1. Our lowest retail price guarantee in the U.S.A.
  • 2. Providing top notch customer satisfaction - this is a fact and not a cliche! See our customer testimonials in "About Us" page
  • 3. We offer our customers a free incense holder on all orders over US $45 and a free complimentary pen with every order.
  • 4. Unconditional money back guarantee within 30 days on Padmini incense. A restocking fee of 30% will apply on Nag Champa incense
  • 5. We carry Padmini's entire fragrance range - your "One-Stop-Shop".



  • Question: Can I request a free sample before I buy ?
    Answer: Yes, you may request a free sample (Padmini incense only) before you buy. Here is the process to follow:
    Please send us an email and we'll send you a survey form. Your sample will be shipped as soon as your response is received. We hope you will like our premium quality incense sample and join thousands of folks who have become our customer.
    Please note that there may be a delay of 4-6 weeks to respond due to over-whelming response to this offer.
    International requests for free samples -
    We can send you the free sample if you are willing to pay the shipping costs. Since postage rates to overseas destinations are quite high, please contact us via E-mail first to inquire about shipping costs and how to pay for it.

    Sample Shipping Costs - Canada - $2, Europe & Asia - $3, Australia - $3



    Question: How long do the incense sticks burn for ?
    Answer: This varies depending on the composition of the incense and the length. The incense sticks usually burn from between 20-40 minutes.



    Question: I just purchased some Nag Champa incense from your store. The incense stick will go off after a few minutes. I have been buying my Nag Champa at stores with no problems. Is there a problem with this ?
    Answer: No, there is no problem with the product. Incensemania sells fresh Nag Champa incense usually less than 3 to 6 months old. Fresh Nag Champa is Hygroscopic in nature due to the presence of "Halmaddi" resin. ie. it has a tendency to absorb moisture from the air. Over time this will harden - usually after a year. It is suggested that these be kept in airtight containers. Since this is due to the inherent nature of the product, it is not considered a problem or a defect.



    Question: What are dhoops ?
    Answer: Dhoops are just like regular incense sticks except that they are smaller in size and do not have a wooden core. They burn faster but give out pure incense fragrance without any "woody" smell mixed with the fragrance. Some folks prefer these to the regular incense sticks.



    Question: Can you suggest any other uses for incense besides burning them ?
    Answer: Incense may be kept in your closet to impart the beautiful fragrance to your clothes. Never keep incense sticks directly on your clothes as they may get permanently stained with the resins and oils used to make them. You may also keep incense in your car or boat to impart their fragrance.



    Question: I recently ordered some of my favorite incense but noticed that the fragrance was quite different than what I normally get. I am not happy ? Please advise.
    Answer: Incensemania sells high quality premium incense from India. Almost all incense made in India are hand-rolled and the process of blending perfumes etc. is done manually. Due to this, there will be variations of about plus or minus 20% in the fragrances used to make the incense. Customers have the option to return any unopened packs back to Incensemania for credit.



    Question: Do you carry incense cones and dhoops ?
    Answer: Yes, we carry incense cones by the Nag Champa company in four different fragrances - Nag Champa, Superhit, Sandalwood and Rose. We also carry dhoops made by Padmini. These are solid coreless incense - with no wooden stick at the core. Some of these come in packets with a built in incense stand!! You simply mount the stick in the black eyelet on the top of the box. Hold the dhoop at the base and gently drive it into the eyelet with a firm "screwing" motion. Using too much force may break the end inside the eyelet.
     




    SHIPPING QUESTIONS:
    Question: I am not sure whether to select USPS First class as my shipping option or Priority mail.



    Question: I live in Mexico. I selected "Priority mail with insurance". Are all orders insured for shipment to Mexico ?
    Answer: Please note that US Postal service DOES NOT provide insurance facilities in orders shipped to Mexico. If you did select "Priority mail with insurance" option, we will charge you only for priority mail. Please note that for any reason if your order is lost in transit, Incensemania will NOT be held liable for any refunds. Customers from Mexico order at their own risk. Sorry!

    Question: How would I calculate shipping costs on my order ?
    Answer: Incensemania changed their old flat rate shipping to a Three-Tier flat rate system on January 1, 2015. This was done due several rate increases by USPS. The minimum flat rate for shipping and handling is $7.95 on orders below $100. Shipping is free over $100 for deliveries within the contiguous United States. Depending on the weight and destination, shipping cost can go up to $9.95 or $12.95.


    There are no shipping charges on orders over $100 upto a maximum of $200 within the contiguous USA. Subsidized shipping rates will apply on orders over $200.
    NOTES- Incensemania reserves the right to ship by our carrier of choice (USPS or UPS) and the mode of shipment - First class or Priority mail. Incensemania shall NOT be held liable for any orders lost in the mail if insurance is not purchased at time of placing the order.


    Question: Why did Incensemania increase the shipping charges to East coast states ?
    Answer: Two reasons:
    1. Incensemania has maintained a fixed flat rate shipping of $7.95 for the past several years in spite of several rate increases by the US Postal Service. As a result we were paying more for shipments to East coast states and absorbing the price differential. To remain in business and continue serving our customers in this extremely competitive space, we were forced to eliminate this unfair subsidy.
    2. Cost of shipping supplies as everything else has gone up significantly over the past few years.


    Question: Why should I get insurance on my shipping ?
    Answer: Insurance is highly recommended to ensure that if orders are lost or misplaced by the shipper, Incensemania will ship you a replacement order for free. Once Incensemania hands over your order to a third party carrier, we have no control over it. A small insurance charge is worth it for your peace of mind.
    Insurance is highly recommended if the shipping address is:
    - An apartment number.
    - A commercial address.
    - An unsecure mailbox.


    Question: How long does it take to ship via Priority mail Vs. Parcel post ?

    Answer: Shipments by priority mail within the continental U.S. usually takes between 2-4 business days on average. First class mail varies - Shipments to states on the West coast is usually 3-5 business days, to states in mid-U.S. varies between 5-7 business days and to the East coast from 6-10 business days.


    Question: Why do you ship by US Postal Service and not by UPS ?
    Answer: We chose USPS (US Postal Service) as our primary shipper as they are much more economical on orders weighing less than 5 pounds. We have found USPS to be 10-30 percent cheaper. We like to offer our customers the best value and service possible at an economical price. However, if you would like us to ship your order by UPS or Fedex, let us know in advance in the comment section when placing your on-line order. Please note that shipping cost by UPS or FedEx may be higher than by USPS. We will charge your credit card for any extra amount up to $10. If the difference is more than $10, we will first confirm with you before charging your card.


    Question: It appears that my order was lost in the mail as it has been over 3 weeks since I ordered. I had not requested insurance. Can you help ?
    Answer: Since your order was neither insured nor registered, the only thing we can do to help you is to fax you a copy of the postal receipt indicating that your order was shipped. You may then inquire at your local post office.
    INCENSEMANIA WILL NOT BE HELD LIABLE FOR ORDERS LOST IN THE MAIL IF CUSTOMER DID NOT REQUEST INSURANCE WHEN PLACING ORDER


    Question: My order which was insured has been lost in the mail. Please refund my credit card since I never received my order
    Answer: The US postal service requires us to wait at-least 30 days before we can file a insurance claim with them. The investigation process usually takes another 30 days but could be longer. Please note that Incensemania will refund your credit card once the insurance claim has been paid to us by the US Postal service.


    Question: I placed an order over 2 weeks ago but have not received it ? What do I do ?
    Answer: First, please use the delivery confirmation number (if provided) to track your shipment at the US Postal service web site at http://www.usps.com/shipping/trackandconfirm.htm
    This number was sent to you via E-mail when we shipped your order
    If the tracking information states, it was delivered but you did not receive it, please inquire with your local post office. Incensemania will not be liable if the order was not insured. If insured, we will ship your order after 30 days hold period. If your order was returned back to us due to an insufficient address or "Unclaimed" by USPS, a re-shipping fee will apply. This can vary from $7.95 and up depending on the total weight of your order and the cost to re-ship. This fee will apply irrespective of whether you paid for shipping or not on your initial order.


    Question: I accidentally made a typo in my address when I placed my order. Could you please ship it out again to the correct address ?
    Yes, we can ship out the order again. All orders under $70 will be charged an additional $7.95 and orders over $60 will be charged at actuals. A $5 re-shipping fee will also apply. Customer may also be liable for any return shipping charges levied by the US Postal Service.
    Please note that if the US Postal Service is unable to deliver the order due to insufficient address or for any other related reason, the above fee structure will apply.

    Question: I made a mistake in the "Ship-to" address when placing my order. I don't want to pay the shipping charge again so could you please cancel my order and refund the complete amount back on my credit card ?
    Yes, we can cancel your order. But only the cost of the incense will be refunded minus a $5 transaction fee. The original shipping price you paid cannot be refunded as it was applied towards mailing your order which was returned due to "insufficient address". If free shipping applied to your order, the actual shipping charges shall also be deducted.

    Question: I never received my order even though the USPS tracking information states that it was delivered. What do I do ?
    If your order was insured, we will re-ship the order. However, we may have to wait for up to 30 days for USPS to complete their investigation.

    INTERNATIONAL SHIPPING COSTS
    - Please note that shipping costs given above, for ALL international shipments are estimates ONLY. A surcharge of $5 to $10 will apply to cover costs for international packaging, Customs documents etc. An additional charge of 3% of the total order value will be charged to cover credit card fees
    - Please request us via E-mail to provide you with an accurate quote of shipping cost.


    Question: I would like to order incense from you but I am not sure on the customs or duties applicable in my country. Can you help ?
    Answer: Incensemania ships to countries all over the world. Custom policies for each country can change often. It is impossible for us to keep track of applicable custom duties for each country. You should inquire at your local post office or customs office. Incensemania will not be responsible for any customs duties applied on your order at the destination country.


    Question: I placed an order at your site but the customs office in my country has requested me to pay duty which is the same as I paid for the incense order. I think this is high and would like to cancel my order. Please refund my credit card.
    Answer: We can refund your credit card for the value of the incense you ordered if they are returned in undamaged condition. We cannot give you a refund for the shipping charges since the order was already shipped.


    Question: I placed an order at your site but the customs office in my country has returned the order back to you. I would request you to please refund the entire order amount back on my credit card.
    Answer: We can refund your credit card for the value of the incense you ordered if they are returned in undamaged condition. However, we cannot give you a refund for the shipping charges since the order was already shipped and it has been paid for. If customs opened up the incense boxes, we cannot re-sell them and therefore cannot refund you the cost of the opened boxes.


    Question: How long does shipping take to Europe ?
    Answer: Shipping to EU countries as well as rest of Europe usually takes between 5-7 business days. In some countries such as Spain, Portugal etc., customs may take several days to process the shipment through and customs duties may apply. Please check with your country's customs office.


    Question: What is the shipping cost outside of USA and U.S. territories ?
    Answer: Shipping to Mexico and Canada costs $3 in addition to the regular shipping cost as selected from one of the four shipping options offered. Shipping to locations outside of USA, Canada and Mexico costs $10 in addition to the regular shipping cost. Shipments overseas is by priority mail service only. If parcel post option is selected, your credit card will be billed for priority mail charges which will be a few dollars more than parcel post charges. Please note that shipping costs to some countries may be a bit higher than shown in on the checkout page when ordering online. In such instances, we will always confirm all costs with you before charging your credit card and processing your order. In general, - Please note that shipping costs for ALL international shipments are estimates ONLY.
    - Please request us via E-mail to provide you with an accurate quote of shipping cost.
    - All overseas shipments are ONLY via Airmail (Please select "Priority mail" option)
    - We reserve the right to cancel an overseas order if a E-mail approval for the shipping cost is not received




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