Shipping & Returns

Where We Ship

GOBY INCENSE currently ships from mainland China to the United States and Canada.

If your destination is not available at checkout, we are currently unable to ship there.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully received.

Processing time is separate from delivery time.

Orders placed on weekends or public holidays will begin processing on the next business day. During holidays, product launches, or periods of unusually high order volume, processing may take slightly longer.

Shipping Rates

For U.S. orders, standard shipping is $9.90 for one box.

Complimentary standard U.S. shipping is available on orders of two or more boxes.

Delivery

Standard U.S. delivery typically takes 5–8 business days after dispatch.

This delivery estimate begins after the order has been dispatched and does not include the 1–3 business day processing time.

Delivery times vary depending on destination, carrier service, customs processing, local delivery conditions, public holidays, weather, and other circumstances outside our reasonable control.

Any delivery estimate shown at checkout, in your shipping confirmation, or by the carrier is an estimate rather than a guarantee.

Tracking

Where tracking is available, you will receive a shipping confirmation email with tracking information once your order has been dispatched.

Please allow some time for tracking information to update after the parcel has been handed to the carrier.

30-Day Returns

You may request a return within 30 days of receiving your order.

For change-of-mind returns, incense must be unused, unopened, and in its original packaging.

Because incense is a consumable aromatic product, opened or used incense cannot be returned for change-of-mind reasons.

Return Shipping

For eligible change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges are non-refundable for change-of-mind returns.

For orders that qualified for complimentary shipping, we do not retroactively charge or deduct the original shipping cost if an eligible item is returned. We do not charge a restocking fee.

If an item arrives damaged or incorrect, or an item is missing, any necessary return or replacement shipping will be covered by GOBY INCENSE once the issue is confirmed. See Problems With Your Order below for details.

Please contact us before sending anything back. If your return is accepted, we will provide instructions on how and where to send your package. Returns sent without prior approval may not be accepted.

Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Refunds for discounted items are based on the amount actually paid.

Your bank or payment provider may require additional time to process and post the refund.

Damaged, Incorrect or Missing Items

If your order arrives damaged, incorrect, or with an item missing, please contact us at customer@gobyincense.com within 7 days of delivery.

Include your order number and, for damaged or incorrect items, clear photos of the item and packaging. We’ll review the issue and, once confirmed, arrange an appropriate replacement or refund at no additional cost to you.

Lost or Significantly Delayed Orders

If your order is significantly delayed beyond the estimated delivery window, or tracking has stopped updating for an extended period, please contact us at customer@gobyincense.com with your order number.

We’ll work with the carrier to investigate. If the parcel is confirmed lost in transit, we’ll arrange a replacement or refund.

Marked Delivered but Not Received

If tracking shows your order as delivered but you cannot locate it, please first check the delivery location, household members, and neighbors, and contact the local carrier where appropriate.

If the parcel is still missing, contact us at customer@gobyincense.com with your order number and we’ll help investigate.