Shipping policy

ORDER PROCESSING

• Processing Time: We aim to process, pack, and hand over your order to our delivery partners within 1 to 2 business days, excluding the day your order is placed.
  
  

• Business Hours: Our operating days are Monday to Friday, excluding Singapore Public Holidays. Orders placed on weekends or public holidays will be processed on the following business day.
  
  

• Address Accuracy: Customers are strictly responsible for providing the correct shipping address. We cannot modify shipping details once an order has been dispatched.
  
  

DELIVERY WITHIN SINGAPORE

SHIPPING RATES & TIMEFRAMES

• Free Standard Shipping: Available for all domestic orders over SG$30.00.
  
  

• Standard Shipping: A flat rate of SG$4.90 applies to all orders below SG$30.00.
  
  

• Delivery Time: Once dispatched, our local courier partners aim to deliver your parcel within 1 to 3 business days.

TRACKING YOUR ORDER

• Once your order is dispatched, you will receive an automated email containing your tracking number and a link to the courier’s website to monitor your delivery status in real time.
  
  

FAILED DELIVERIES & INCORRECT ADDRESSES

• If a package is returned to Incense Shop SG due to an incorrect, invalid, or incomplete shipping address provided by the customer, or due to multiple failed delivery attempts, the customer will be responsible for any additional shipping fees required for redelivery.
  
  

RESTRICTED ZONES

• While we ship island-wide, our courier partners are unable to deliver to certain restricted areas in Singapore (e.g., military camps, Jurong Island, Changi Airfreight Centre, and offshore islands). If your address falls within a restricted zone, we will contact you to arrange an alternative delivery address.
  
  

INTERNATIONAL SHIPPING 🌏

SHIPPING RATES & DESTINATIONS

• We ship internationally to most countries. Shipping costs are calculated dynamically at checkout based on the total weight of your order and the destination country.
  
  

• Exclusions: We do not ship to P.O. Boxes, APO/FPO addresses, or countries currently experiencing significant political, logistical, or economic instability. We reserve the right to cancel and refund any order that cannot be safely fulfilled via our international courier network.
  
  

TAXES, DUTIES & CUSTOMS (DDU)

• Delivered Duty Unpaid (DDU): All international orders are shipped on a DDU basis. The product prices and shipping fees displayed at checkout are exclusive of all destination import duties, customs taxes, and local fees.
  
  

• Customer Liability: As the recipient, you are solely liable for all import duties, customs, and local sales taxes levied by your destination country. Payment of these charges is mandatory to release your order from customs upon arrival.
  
  

• Because customs policies vary widely from country to country, we cannot estimate these charges. We recommend contacting your local customs office for further information before placing an order.
  
  

CUSTOMS CLEARANCE & PRODUCT IMPORT REGULATIONS

• Botanical & Incense Regulations: It is the buyer’s strict responsibility to ensure that incense and related botanical products are legally permitted for import into their destination country.
  
  

• Refused or Confiscated Parcels: Incense Shop SG is not liable for parcels that are delayed, confiscated, destroyed, or held by international customs authorities. If a package is returned to us because the customer refused to pay customs duties or because the item was rejected by local customs, no refund will be issued for the shipping costs, and a restocking fee may apply to the returned goods.
  
  

INTERNATIONAL DELIVERY TIMEFRAMES

• All international shipping times provided at checkout are estimates only and are not guaranteed.
  
  

• External factors completely outside of our control (such as customs clearance bottlenecks, severe weather events, or global courier disruptions) may extend delivery times.
  
  

 

GENERAL TERMS & LIABILITY

LOST, STOLEN, OR DAMAGED PACKAGES

• Once a parcel is handed over to the courier, the risk of loss passes to the customer. We are not liable for packages marked as "Delivered" by the courier that are subsequently lost or stolen from the delivery location.
  
  

• If your package arrives heavily damaged in transit, please refer to our Refund & Store Credit Policy and contact us within 3 calendar days with photographic evidence so we can evaluate the issue.