Shipping & Delivery

Shipping policy

Free shipping on orders over $50 applies to standard shipping.

• Standard shipping: $8. Estimated delivery: 3–7 business days.
• Express shipping: $15. Estimated delivery: 3–4 business days.
• Second day shipping: $23. Estimated delivery: 1–3 business days.
• Alaska, Hawaii, Puerto Rico, and U.S. territories: a $50 remote-area surcharge applies to standard shipping. Orders over $50 waive only the $8 standard shipping base fee; the surcharge still applies. Express shipping is unavailable for these destinations.
• Orders are prepared within 2 business days. Delivery estimates begin after dispatch; actual delivery may vary.

Hexi offers standard, express and second day shipping options depending on the order type and destination. The estimated delivery time for standard shipments is 3–7 business days, while express shipments can take 3–4 business days. Second day shipments usually arrive within 1–3 business days.

To reduce our carbon footprint, only standard shipping will be displayed at checkout if the standard and express options have the same or similar estimated delivery dates.

We work hard to get your order to you as fast as possible. However, occasionally there may be an unexpected delay outside of our control which may impact the estimated delivery time.

HEXI currently ships using USPS. HEXI prepares and sends each order; tracking information is shared when available.

Order cancellations and address changes

Sign in and submit a cancellation request for the order in your purchase history within 12 hours after order confirmation. Requests are reviewed by HEXI; an approved cancellation is refunded to the original payment method. After 12 hours, the online option closes. Contact hexi-supports@hexi-herbal-incense.com for help. An order that has entered fulfillment may no longer be cancellable.

Your order confirmation email includes a secure, one-time address edit link that expires 12 hours after confirmation. After that, email HEXI support. Address changes may be unavailable once an order is fulfilled or dispatched.

Incorrect orders

If you receive an incorrect item, open the order in Account – Orders, choose the incorrect-item return reason, and upload 1–3 clear product photos. After we confirm the issue, HEXI will cover the shipping cost and send the correct item. We will also add a one-time 30% off coupon to your HEXI account.

Damaged or lost packages

If your delivered item is damaged, open the order in Account – Orders, choose a replacement or refund, and upload 1–3 clear product photos. After HEXI confirms the damage, you may receive a replacement shipment or a refund to the original payment method. HEXI covers the return or replacement shipping cost and adds a one-time 30% off coupon to your account. For a lost or delayed package, contact us so we can investigate with USPS.

Contact

For shipping, return, or order help, email hexi-supports@hexi-herbal-incense.com. Customer support is available 9 a.m.–9 p.m. Eastern Time.