FAQs
Frequently Asked Questions (FAQs)
Products and Materials
Q: What types of incense do you sell?
A: We offer a variety of incense, including stick, cone, and resin incense, in a range of fragrances like sandalwood, lavender, and jasmine.
Q: What materials are your incense holders made of?
A: Our holders are crafted from high-quality materials such as wood, ceramic, and metal, designed to complement your decor and safely catch ash.
Q: Are your products eco-friendly?
A: Yes, we strive to offer eco-friendly and sustainable products. Many of our incense options are made from natural ingredients, and our holders are designed to last.
Ordering and Payments
Q: How can I place an order?
A: Simply browse our products, add your favorites to the cart, and proceed to checkout. Follow the prompts to complete your purchase.
Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, and other secure payment methods supported by Shopify.
Q: Can I change or cancel my order?
A: Please contact us within 24 hours of placing your order to request changes or cancellations.
Shipping and Delivery
Q: Do you ship to the United States?
A: Yes, we ship across the United States. Shipping rates and times will be calculated at checkout.
Q: How long does shipping take?
A: Orders are typically processed within 1-2 business days. Delivery times depend on your location, but most orders arrive within 5-7 business days.
Q: Do you offer free shipping?
A: Yes, we offer free shipping on orders over $100.
Q: How can I track my order?
A: Once your order is shipped, you’ll receive an email with tracking information.
Returns and Refunds
Q: What is your return policy?
A: We accept returns within 30 days of delivery for unused and unopened items. Please contact us to initiate a return.
Q: How will I receive my refund?
A: Refunds are processed to the original payment method once we receive and inspect the returned items.
Q: What if my item arrives damaged?
A: If your item is damaged during shipping, please contact us within 7 days with photos of the damage, and we’ll arrange a replacement or refund.
Customer Support
Q: How can I contact customer support?
A: You can reach us via email at service@serenity-zone.com or use the contact form on our website. We aim to respond within 24 hours.
Q: Do you offer wholesale or bulk discounts?
A: Yes, we offer discounts for bulk purchases. Please contact us for more details.
Q: Can I suggest new products or fragrances?
A: Absolutely! We’d love to hear your suggestions. Feel free to email us your ideas.