Yes. Each Incense Waterfall comes with 10 backflow incense cones for free. Each of these free cones has its own unique scent.
Customers who have requested for refund, time frame can differ based on followings:
Yes, but only backflow cones will give you the flowing waterfall effect. Ordinary incense cones will burn properly, but the smoke will not flow down the waterfall. It will just rise in the air like a traditional incense burner.
The growing list of countries we ship our products to :
Indonesia (currently in a trial run) Israel
Kazakhstan (currently in a trial run)
Thailand (currently in a trial run) Turkey
Vietnam (currently in a trial run)
All orders will take approximately 1-9 business days to process. Delivery within the United States takes approximately 12-25 business days after processing, while international delivery takes approximately 14-30 business days to carry out as well. Kindly note that the delivery time will vary during holidays or limited edition launches.
Due to COVID-19 and a limited staff several days might be added to our shipping times.You can track your orders HERE.
Returns and exchanges
Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE
Process for returning an item:
Make sure it meets the criteria for a valid return.Send us a message at firstname.lastname@example.org indicating the intent to return the item. Please include the following in the email:
-Photo of the item
We will send a response to assist you in processing the return of the purchased item.
TIME FRAME FOR THE QUALITY EVALUATION PROCESS
After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.
TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND
Replacement option: Once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.
Refund option: Customers who have requested for refund, time frame can differ based on followings:
Payment Method (at the time of purchase)
Refund Lead Time (to see the amount on your bank statement)
Credit card / Debit Card
Credit / Debit Reversal
Paypal reversal (if Paypal balance)
5-7 business days
We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges incurred.
IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realise you have made an error in your shipping details, kindly e-mail us at reliefteamofficial.com as soon as possible.
No worries. They are coming. We have a couple of warehouses and many departments. As a result, sometimes, not all the items you ordered are in the same department or the same warehouse. When this happens, your items may not be shipped together and each item will be shipped separately.
In the event that this does happen, you will get tracking numbers for all the items your ordered, so please make sure to check your inbox for order updates. If you are still confused, feel free to contact us.
As of right now (November 29th, 2020), it seems that the mail carriers have learned to workaround COVID-19 and packages are being delivered as per their usual arrival dates (12-30 days in most cases). However, please do understand that their can be some delays in arrivals due to COVID-19 and the holidays.
Also, since the warehouse team is practicing social distancing, it is highly likely that if you order multiple items, they will be shipped in DIFFERENT PACKAGES. This means you might get multiple tracking numbers. We want to ensure that our warehouse team is also safe from COVID-19, so we are taking the necessary precautions on our end as well.
We do ask for your patience on this matter. We are now dealing with holiday shipping and we are still in a pandemic, so there is a possibility that items could arrive later than normal.