FAQ (Frequently Asked Questions)

Orders & Payments

• What payment methods do you accept?
  Credit cards and PayPal. Need a receipt? Download it from My Account or
  contact us for an issued receipt.
• Can I edit or cancel my order?
  If your order has not shipped, we can often help.
  Please reach out immediately with your order number.

Shipping & Delivery

• Do you ship internationally?
  Yes—worldwide from Japan. Typical delivery: 5–14 business days depending on country,
  carrier, and customs. Tracking provided. See
  International Shipping & Customs.
• Can I choose a delivery date/time?
  Due to customs handling, date/time selection isn’t available for international parcels.
• Will I pay customs, VAT/GST, or duties?
  Depending on your country, import charges may apply at delivery (recipient’s responsibility).
  Details: Shipping & Customs.

Returns & Exchanges

• What’s your return policy?
  Always contact us first and wait for instructions before returning any items.
  • If we’re at fault (damaged/incorrect), we cover shipping and reship or refund.
  • For change-of-mind returns, unopened/unused items are accepted within the specified window;
  shipping is at the customer’s cost.
  Read the full policy: Japan-origin International Orders.
  EU customers: see the EU Returns & Exchanges.

Products & Care

• Are low-smoke incense options available?
  Yes. Low-smoke blends are comfortable for apartments and shared spaces. See product notes on each item page.
• How should I store incense?
  Keep in a cool, dry place, away from direct sunlight and strong odors. Reseal packaging after each use.

Gifts & Packaging

• Is pricing shown in the package?
  No. We do not include price invoices in gift shipments.
• Can you include a condolence message and a carry bag?
  Yes. We provide a message card and a carry bag upon request. Add a note at checkout or
  contact us.

Support

Still have questions? Our team is here to help.

• Email: contact@sgialtar.com
• Contact Form: Contact & Support (24/7 intake)