Shipping policy

Shipping Policy

All orders ship from our Toronto, Ontario workshop, where we hand make and package all of our incense.

We ship orders on Tuesdays and Thursdays if received by midnight of the scheduled shipping day prior. We use ICS Courier and Canada Post and ship to Canada & the US only. ICS Courier is used for the majority of shipments with Canada Post used for US Parcels, PO Boxes and Rural Routes only. 

While we endeavour to process orders as promptly as possible, please be advised that shipping delays may occur during holidays or high volume times.

Retail Canadian orders over $84 ship for free!  Use code FREESHIP at checkout. Wholesale shipping is negotiated separately, please contact us for details.

Incorrect or Incomplete Addresses

Floré Canadian Incense cannot be held responsible for an incorrect or incomplete address entered by the customer. Should a package be returned due to incorrect or incomplete address, the order will be refunded less the cost of shipping. If you would like a replacement package sent to a new or complete address, the cost of the shipping must be covered by the customer. 

Lost or Stolen Packages

Floré Canadian Incense cannot be held responsible for the following: delays caused by weather, mechanical failure or other acts beyond our control, carrier’s package delivery discretion, incorrect or incomplete addresses input by the customer on the original online order, lost or stolen packages.

If you do not put in a complete address and the package is returned to us, the order will be refunded less the cost of shipping. If you would like a replacement package sent, a new delivery fee will be applied. 

Incorrect or Damaged Goods

If you received the wrong item or the item arrived damaged, please contact us within 72 hours of receipt at contact@floreincense.com.

Please provide your order number and a photo of the incorrect or damaged product with the shipping materials as they were received. We will happily replace any missing or damaged items at no additional cost, provided they are reported within 72 hours of order delivery.

Failure to contact us promptly voids any responsibility we may have had.