COMPANY ADDRESS (Shipping Address, not our store location)
Japan Incense 2370 Market Street #321 San Francisco, CA 94114
More company information is available by clicking here.
Contact/Support Phone Hours of Operation: CORONA VIRUS REDUCED HOURS: Approximately 11 AM - 4 PM Pacific Time, 6 days a week (Wednesday through Monday). We are closed on Tuesdays. Please leave a message on our phone if we miss you:.
Phone: (415) 931-7002 Fax: (415) 931-4002
We are an on-line internet reseller (JapanIncense.com). We also have a physical "brick and mortar" store (Kohshi) which is currently open, but may be temporarily closed by the City of San Francisco due to Coronavirus restrictions. Please check this link for the status of Kohshi: Kohshi - Master of Scents,. Kohshi is located in San Francisco's Japan Town, Suite 335 (see Kohshi's home page for more details). Come by and look at our newest lines of incense and gift items. We believe we carry one of the largest collections of Japanese Incense in North America.
About our Logo
The symbol stylizes the red Japanese sun with the whisps of smoke from burning incense. We hope you like it.
Our policy for refunds: The customer must first contact JapanIncense to explain the problem. If JapanIncense determines the customer is due a refund, and the product must be returned to us, JapanIncense will then issue you a Return Merchandise Authorization (RMA) number. This RMA number must be clearly written on the outside of the returned shipping container. No returns will be accepted without first obtaining an RMA.
Refunds are credited back to you within 3 days after we recieve the returned item(s), and determine that the item(s) is/are in original condition. Refunds are only for the sold price of the product(s).
If you did not receive your product within a week of our shipping notification email, or the product you received was not what you ordered, please contact us at email@example.com. JapanIncense will make every effort to immediately send you the correct product. WHY WAS MY CARD BILLED TWICE?
Actually, it was not billed twice.
When you look online at your credit/debit card statement right after we ship your order, you may see what looks like two charges. It is not.
- The first "charge" is what is called a "pending charge", and most banks will even list it as "pending" on your online statement. This will be removed by your bank a few days after JapanIncense actually charges your card.
- The second "charge" is the actual final charge which occurs only when JapanIncense actually ships your order, and then processes your card.
Here is the billing process used by nearly all banks that causes this phenomenon:
1. For example, a customer places a $100 total order online with Japan Incense on July 1.
2. The customer's credit/debit card bank immediately places a $100 "pending" charge on their card's account for that amount. This is to keep the customer from accidentally over-drawing on their account with subsequent transactions.
3. The bank also generates a 6-digit "approval code" to the customer's order.
4. Japan Incense receives that order, along with that approval code, to show the transaction amount ($100) will be honored by the bank.
5. Neither Japan Incense nor anyone else actually charges that card until we ship the order. When the order is shipped and the card is finally charged by us (for example on July 3), the bank then shows that "final charge" amount ($100) on the customer's card account.
6. The bank should quickly compare the "pending" approval code with the "final charge" approval code and note that they match. The bank should then automatically remove the earlier "pending" amount and leave only the "final charge".
7. The problem is that maybe 1% of the banks don't immediately do this, and instead take several days to remove the "pending" charge. To the customer, this looks like a double billing (July 1 and July 3 in this example). If the customer does not see the pending charge removed after a few days, they can contact their bank, explain the circumstance, and have the pending charge removed. We are happy to provide the customer with the transaction's approval code if this helps them negotiate with their bank.
8. Unfortunately, banks will not listen to anyone but the customer, so we have no way to influence their dismissing the pending charges any sooner.
9. Note that customers who placed an order from outside the USA have their charges immediately converted to their local currency. Therefore, they may see a difference between the pending charge and the final charge because the exchange rates are re-calculated every day, something we have no control over.
If you experience other difficulties with your order or have questions about our shipping please contact us at firstname.lastname@example.org