Shipping policy

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

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 product launches, holidays, or periods of unusually high order volume, processing may take slightly longer. If a significant delay prevents us from dispatching your order within the stated timeframe, we will contact you with an updated estimate and the option to continue waiting or cancel the unshipped order for a refund.

SHIPPING DESTINATIONS

We currently ship to the United States and Canada.

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

SHIPPING RATES

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

Orders of two or more boxes receive complimentary standard U.S. shipping.

Shipping rates for Canada are calculated based on destination and will be shown at checkout before you complete your purchase.

ESTIMATED DELIVERY TIMES

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.

For Canadian orders, any available delivery estimate will be shown at checkout.

Delivery times may 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.

INTERNATIONAL ORDERS, DUTIES AND TAXES

Orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or region.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the recipient where applicable.

GOBY INCENSE does not control these charges and cannot predict their amount.

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.

SHIPPING ADDRESS

Please review your shipping address carefully before placing your order.

If you notice an error in your shipping address, contact us as soon as possible at customer@gobyincense.com.

We will do our best to help, but we cannot guarantee that changes can be made after an order has been processed or dispatched.

ORDER AND DELIVERY ISSUES

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.

CONTACT

If you have any questions about shipping or delivery, contact us at customer@gobyincense.com.