Bullet Heads 30 Minutes Backflow Sandalwood Incense

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We offer free shipping on all orders. Thank you for shopping with us!

All Zepboo products are handcrafted after you place your order.

Production Time

Standard-sized light fixtures(diameter ≤ 50cm): 7-12 business days
Large-sized light fixtures (diameter ＞50cm): 10-15 business days

Therefore, the Overall Shipping Duration Can Be Expected as Follows:

Standard-sized light fixtures: 37-72 business days

Shipping for Large-sized Light Fixtures: 40-75 business days

Shipping Methods

Please note that these are general estimates and actual shipping times may vary depending on factors such as location, customs clearance, and unforeseen circumstances. We prioritize ensuring the timely and secure delivery of your order and will do our utmost to keep you informed about any potential delays or updates throughout the shipping process.

Global Shipping Restrictions Policy​​

Due to international trade conflicts and logistics limitations, ​​Zepboo currently cannot ship​​ to the following regions:

Peak logistics and transportation periods

Please be aware that during holidays (such as Easter, Thanksgiving, Christmas, New Year, etc.), logistics updates may be slower, and shipping times may be extended by 1-2 weeks. This is a normal phenomenon, and we appreciate your patience.

Peak periods shipping: 50-95 business days

Peak periods includes: March-April, November-January

Chinese New Year Holiday Reminder

During the Chinese New Year period, there may be delays in the shipment schedule due to the holiday, especially in the two weeks leading up to and following the Chinese New Year's Eve. For specific information on the extent of the delays, please contact customer service: support@zepboo.com. Customers willing to wait will be offered additional discounts as a token of appreciation for their patience and understanding. We thank you for your patience and understanding.

Please be aware that sometimes light fixtures may be shipped in two or more separate packages. This is due to the fragile nature of the products, and many light fixtures are oversized, subject to strict size regulations by logistics companies. We will choose the most suitable packaging and shipping method based on the size, quantity, and logistics requirements of the light fixtures. Before shipment, we will inform you of the number of packages and provide corresponding tracking numbers to ensure that you receive the items intact.

We cannot guarantee that the light fixtures you ordered will be shipped in a single package. As mentioned earlier, this depends on the size and quantity of the fixtures. In summary, our efforts are dedicated to ensuring the safe and complete delivery of your items.

Expedited Shipping

All lighting fixtures purchased on our website come with complimentary standard shipping. Customers also have the option to select expedited logistics for an additional fee. However, please note that expedited logistics is considered an extra customized service and is non-refundable under our refund policy.In adherence to our policy, we do not offer refunds for expedited shipping fees. Once the expedited logistics service is selected and paid for, the fee is considered non-refundable regardless of the circumstances.

Lighting Installation

Upon receiving your lighting fixtures, please note that installation is the responsibility of the customer. Should you encounter any challenges during the installation process, feel free to reach out to our customer service for guidance and installation assistance. We are here to help ensure a smooth setup.

However, it's important to understand that we do not accept returns solely based on a lack of installation expertise. We encourage customers to seek assistance from our customer service team before considering a return. We are committed to providing support and ensuring your satisfaction with our products.

Tax Policy

At Zepboo, we prioritize your shopping experience and strive to ensure the smooth delivery of your orders.

Express delivery may incur customs duty and customs clearance costs are borne by the customer.

Please note that customs duties and taxes may vary depending on the destination country or market. These charges are determined by the respective customs authorities and are beyond our control. 

If you have any specific questions or concerns regarding customs duties or taxes, please feel free to contact our customer service team. We are here to assist you and provide any necessary information to ensure a seamless shopping and delivery process.

Thank you for choosing Zepboo. We are dedicated to delivering your orders with efficiency and transparency.

Overdue Parcel Retrieval Policy

1. Retrieval Notification:​ Upon arrival in certain countries, particularly in Europe, parcels are typically held at the local post office. The postal service will promptly notify the recipient for collection. Customers are responsible for actively tracking their parcel's logistics information and paying attention to any pick-up calls or messages from the local post office. If the parcel is not collected within the specified timeframe, it may be returned to the sender. Please note that we do not accept any returns resulting from the customer's failure to collect the parcel on time.

2. Responsibility and Associated Costs:​ The customer is solely responsible for any issues and associated costs arising from failure to collect the parcel promptly. This includes, but is not limited to, return shipping fees, import duties, and overdue storage charges.

3. No Refund or Reshipment:​ We do not offer refunds or reshipment for parcels returned due to the customer's failure to collect them within the period stipulated by the post office or courier company.

This policy is designed to ensure the timely collection of parcels and clearly outlines the responsibilities and costs associated with failure to collect within the stipulated period. Should you have any questions, please do not hesitate to contact us. Thank you for your understanding and support.

As always, if you have any questions or concerns, please feel free to reach out to our super helpful customer service team at support@zepboo.com. Thanks for supporting our small business, and we really appreciate your patience while your order makes its way to you. 

Time Limit for Accepting Returns&Exchanges

Under normal conditions, this policy lasts 48 hours. If 48 hours have gone by since you signed for the goods, unfortunately, we can’t offer you a refund or exchange.

Please note that all our lighting fixtures are packaged using custom foam or pearl cotton padding for reinforcement to ensure product safety during transit. Therefore, if you receive a fixture with quality issues, please provide within 24 hours of delivery​ complete photos of the outer packaging along with clear photos of the specific problematic area(s) on the product. This will allow us to promptly verify the situation and resolve the issue for you. Please note that reports submitted after 24 hours may not be accepted for after-sales processing.

When receiving the goods, please be sure to inspect the items in person to confirm they are intact. If the outer packaging is damaged upon arrival, damage may have been caused by the courier company. In such cases, please contact the courier company to file a claim. This specific situation does not qualify for our return and refund policy​.

Return & Exchange Conditions

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Condition 1

We will be responsible for the return postage fees and replacement fees. Shipping fees are non-refundable:

1. The product customization information does not match or an error in customization.
2. Wrong or mismatched size.
3. Wrong or lost shipment.
4. Materially and irreparably defective (excluding damage caused during shipping/delivery).

Condition 2

The customer is responsible for the return postage fees and replacement fees:

1. Purchased the wrong item or chose the wrong size for the product.
2. The product is not suitable.
3. Personal reasons due to personal taste, changed mind, etc.
4. The parcel was returned to Zepboo by the local post office because the customer did not go to the post office in time to collect the parcel.

Condition 3

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additionally, the following items are non-returnable unless there is a significant and unadjustable quality defect:

• Any customized lighting fixtures or furniture.
• Large lighting fixtures exceeding diameter 50cm in size.
• Products purchased using discount codes or promotional offers.
• Customized products allow a tolerance of 2-3cm, which is not considered a quality or size issue.
• The accessories (e.g., base and cord) of the lighting fixtures, typically available in black, white, or gold, are shown in representative images. Color variations in these accessories are not considered a quality defect.
• All our bamboo and rattan lamps are crafted from plant-based materials. A select few designs, due to their specific styles, employ rattan weaving techniques but utilize finer, non-rattan plant fibers. Please note that issues related to the natural characteristics of plant materials are not covered under the return policy.

Additional non-returnable items:

• Gift cards
• Discounted goods
• Some health and personal care items

Please reach out to our email at support@zepboo.com for all return&exchange requests. Once your return&exchange is approved, we will provide you with a return&exchange address. Please note that items returned&exchanged without prior approval will not be accepted.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions or concerns regarding your return, please do not hesitate to contact us at support@zepboo.com .

Condition 4

Expedited Shipping

All lighting fixtures purchased on our website come with complimentary standard shipping. Customers also have the option to select expedited logistics for an additional fee. However, please note that expedited logistics is considered an extra customized service and is non-refundable under our refund policy.In adherence to our policy, we do not offer refunds for expedited shipping fees. Once the expedited logistics service is selected and paid for, the fee is considered non-refundable regardless of the circumstances.

Return/Exchange Procedure

1. Initiate the Request:

   • Contact our customer support team support@zepboo.com within 48 hours of receiving the product to request a return or exchange.
   • Provide the order number, product details, and reason for the return or exchange.

2. Verification and Approval:

   • Our customer support team will review your request and verify the eligibility for return or exchange.
   • Once approved, you will receive a Return Authorization (RA) number and detailed instructions on how to proceed. 
   • Contact details:
     Return&Exchange contact email: support@zepboo.com
     Return&Exchange address (in general): Room F731, 2nd Floor, Unit 2, Building 2, No. 24 Jishan Xinlu, Tianhe, Guangzhou, Guangdong, China
     Please note that the actual return&exchange address is subject to change, please refer to the return&exchange address provided in the RA.

3. Packaging and Shipping:

   • Pack the product securely in its original packaging, including all accessories, manuals, and promotional materials.
   • Affix the provided RA number clearly on the package.
   • Ship the package using a reliable and trackable shipping method. We recommend obtaining shipping insurance.

4. Product Inspection:

   • Upon receiving the returned product, our team will inspect it to ensure it meets the required conditions for return or exchange.
   • The product should be in its original condition, unused, and free from any damage or alterations.

5. Refund or Exchange:

   • If a refund is approved, it will be processed within 7-15 business days using the original payment method. Please note that any shipping fees or restocking charges may apply.
   • In the case of an exchange, the requested replacement product will be shipped to you within 30-60 business days, subject to availability.

6. Confirmation and Resolution:

   • Once the refund or exchange is processed, you will receive a confirmation email with the details of the resolution.
   • If you have any further questions or concerns, our customer support team is available to assist you.

Please note that the specific timeframes, conditions, and policies may vary depending on the nature of the product and our company's policies. We recommend referring to our official website or contacting our customer support team for detailed and up-to-date information regarding our product return and exchange process.

To complete your return&exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):

• Item with obvious signs of use
• Any item not in its original condition is damaged or missing parts for reasons not due to our error

Late or Missing Refunds (If Applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@zepboo.com.

Shipping Restriction Policy 
 
For orders ship to U.S. we currently ​only ship to the contiguous United States (excluding Alaska, Hawaii, U.S. territories and international addresses)​.