YXY Handcarved Walnut Redwood Incense Burner Wooden Vertical Stick Incense Holder 33cm High-end Solid Wood Censer for Home Decor

We proudly offer FREE worldwide shipping on all orders! Please note that we require 3 to 5 business days on average to carefully package and fulfill your order before dispatching it. (Crystals and ceramics are packed with extra care to ensure they arrive safely!)

Once your order is dispatched, depending on your country or region, estimated delivery time is between 7 to 14 business days. Please consider that holidays, natural disasters, or customs delays may impact delivery times.

Tracking Your Order

You will receive a confirmation email containing a tracking ID and a link to follow the journey of your package. Please allow 1 to 3 business days for the tracking information to update.

Wrong Address Disclaimer

It is the responsibility of the buyer to ensure the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately at support@soulterrain.com if you believe you have provided an incorrect shipping address. Once a fragile item has shipped, we cannot guarantee address changes.

Lost or Stolen Packages

If your tracking information states that your package was delivered to your address but you have not received it, please report it to your local shipping carrier first. If the package is confirmed lost, please reach out to our customer support team at support@soulterrain.com. Soulterrain will provide a replacement or refund to ensure you receive the spiritual pieces you ordered.

Returns

By placing an order on Soulterrain, you are responsible for the cost of return shipping back to our warehouse, unless the item arrived damaged or incorrect. Please refer to our Refund Policy for further information on how to make a return within 30 days.

Cancellation 

You may cancel your order within 48 hours of placing it. Please allow 3-5 business days for the refund to post to your original form of payment. (Note: Once fragile crystals are dispatched, orders cannot be canceled.)

Returns 

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. (Please do not send your purchase back to the manufacturer.)

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.

Late or missing refunds: If you haven’t received a refund yet, please check your bank account again, then contact your credit card company. If you still have not received your refund, please contact us at support@soulterrain.com.

Exchanges & Damaged Items

We only replace items if they are defective or damaged upon arrival. Because our products are handmade and fragile, if you receive a damaged product, you have 72 hours upon arrival to contact us with photos of the defect. We will either send a replacement or issue a full refund. You can reach us here: support@soulterrain.com.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift, we will send a refund to the gift giver.

Shipping Returns 

To return your product, please email us first at support@soulterrain.com.

• Buyer's Remorse : You will be responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable.
• Our Error : We will provide a prepaid return label or offer a full refund without requiring you to return the item.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.