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Order Support
📋 Before You Contact Us
Including your order number helps us resolve your issue 2x faster. You can find it in your order confirmation email.
Please attach a clear photo of the issue. This allows us to process refunds or replacements immediately.
Check your tracking link first. If it shows no updates for 5+ days, contact us and we'll investigate.
📌 Common Reason to Contact Us
- 📭 Non-delivery: Order says "delivered" but you haven't received it.
- 💳 Payment verification: You've sent payment and need confirmation.
- 📍 Address change: Need to modify shipping address before dispatch.
- 🚚 Shipping time inquiry: Tracking hasn't updated or delivery is late.
- 🔁 Cancellation request: Order not yet shipped — we can cancel instantly.
- 📸 Damage / incorrect product: Report within 48 hours with photo.
- ❓ General questions: Product availability, payment methods, discreet packaging.
⏰ Support Availability
Our support team is operational 24 hours a day, 7 days a week, 365 days a year. You will never receive an automated "out of office" reply. Even on holidays, someone is monitoring emails and live chat.
Typical response times:
- ⚡ Email: 30 minutes – 2 hours (usually under 60 minutes)
- ⚡ Live Chat: 1-5 minutes during peak hours, under 15 minutes otherwise
- ⚡ Urgent delivery issues: Priority response within 30 minutes
📧 What to Include in Your Email
To help us serve you quickly, please include:
- 1. Your order number (if applicable)
- 2. Subject line that summarizes the issue (e.g., "Tracking not updating - Order #HI1234")
- 3. Any relevant screenshots or photos (for damage/incorrect items)
- 4. Your preferred resolution (refund or replacement)
🔒 Privacy & Discretion
All communications with our support team are strictly confidential. We never share your email address, order details, or personal information with third parties. Emails are encrypted where possible, and chat logs are deleted after 30 days. For more information, see our Privacy Policy.
🌎 Business Information (Discreet Operations)
Herbal Incense USA operates as a privacy-first, underground brand. For security and discretion, we do not publish a physical address or phone number. All correspondence is handled via email and live chat. This ensures your privacy and ours.
For legal or formal inquiries only: law enforcement and legal representatives may contact us via email with proper identification and a valid court order. We comply with applicable laws while protecting customer privacy to the fullest extent permitted.
"We're real people, not bots. Email us anytime — we'll get back to you fast."
support@herbalincense-usa.com — 24/7/365