10% OFF Storewide + 30% First Time Buyers

Ceramic Waterfall website logo

FAQ

Got a Question?

The backflow incense cones are specially designed to burn downward.

Yes. Each Incense Waterfall comes with 10 backflow incense cones for free. Each of these free cones has its own unique scent. 

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.

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.

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 reliefteamofficial@gmail.com indicating the intent to return the item. Please include the following in the email:

-Photo of the item

-Order Number

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 Option

Refund Lead Time (to see the amount on your bank statement)

Credit card / Debit Card

Credit / Debit Reversal

Paypal

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.

Scroll to Top