zensoullab Natural Backflow Incense Pellets Long-lasting Sandalwood Agarwood Home Indoor Incense Backflow Tower Aromatherapy Ornament Toilet

Some of our products are handcrafted by artists and created based on the number of orders received. Therefore, certain items may require up to 7 business days for processing, while non-customized products are usually processed within 3 business days. Since these are international shipments, we carefully inspect each item before dispatch to ensure quality, so we kindly ask for your patience.

Yes, we offer free worldwide shipping. Our products are shipped from Mainland China and the Tibet Autonomous Region, and depending on your destination, delivery may take 7 to 30 business days. We’re delighted that you’ve chosen a product you love, and we hope this surprise is worth the wait.

Refund Policy
Returns, Exchanges, or Order Issues:

We understand how difficult it can be to choose personal items online. You may return any item within 60 days of delivery, using any shipping carrier of your choice, for a refund to your original method of payment. For purchases made beyond the 60-day window, we’re happy to assist with an exchange. Shipping costs are non-refundable. Please give us the opportunity to serve you better—our ultimate goal is to ensure your 100% satisfaction. If an item you ordered doesn’t fit you or your daily routine, please don’t hesitate to contact us by phone or email.

If you receive an incorrect or damaged item, please contact us before sending anything back. We've often heard stories from friends and neighbors about poor customer service and a lack of follow-up. We welcome your feedback! Please feel free to email or call us anytime—thank you so much!

Please Note: Gift card purchases are non-refundable, but we are happy to issue store credit for future use.

You should receive your refund within four weeks of handing the package to the return shipper, though you may receive it sooner. This time frame includes the transit time for us to receive your return (5–10 business days), the time it takes us to process your return once received (10–14 business days), and the time it takes your bank to process our refund request (5–10 business days).

We kindly ask that you package return items securely. Store credit will only be issued if the item is damaged upon arrival.

We also offer mala restringing services. Since our designs are handcrafted, we may not always have all the materials necessary for restringing, but please contact us—we’ll do everything we can to assist. With time and use, every mala may require maintenance or repair. We are happy to do this for you, guide you through the process, or provide the materials and instructions you need.

Contact Us:
For the fastest customer service response, please email us at 2020thmy@gmail.com.

If your return is valued at over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Each product listing includes size information, so you can choose according to your personal needs.