FAQ
Frequently Asked Questions — From How to Burn Incense to Freight
Ordering, quality and compliance. Product-specific questions live on each product page — this covers everything that applies across the range.
Ordering
Ordering
What is your minimum order quantity?
There is no general minimum on stock lines; confirm SKU packing and availability. Oil sampling starts at 5 g and standard powder sampling at 100 g. Private-label incense generally starts at 500 boxes, with Japanese kōh at 300 boxes; temple custom length is a separate 100-box option. Powder jar labelling and decorated glass start at 1,000 units, rigid gift boxes at 500 sets. Other custom packing is quoted separately. Freight depends on the actual carrier and route.
Do you sell samples before a wholesale order?
Yes. For agarwood consumables, request a paid sample from the proposed lot and confirm the credit against your first wholesale order. After approval, confirm the available balance, quantity and start date of the 30-day reservation at no charge. Hardware samples and packing or fit checks are agreed separately.
What payment terms do you offer?
Payable in full in advance by telegraphic transfer, before production starts or before dispatch from stock, as stated on the proforma invoice. Larger orders can work against an irrevocable letter of credit at sight, payable against shipping documents — L/C terms have to be agreed at quotation stage because the document list must match what can actually be issued. A quotation is valid for the period written on it, as stated in the terms of sale; request an updated quotation after expiry.
How long does production take?
Preparation depends on the SKU, availability and packing. General private-label incense is typically 25–35 days from approved artwork, temple sticks and decorated glass 30–40 days, and rigid gift boxes 30–45 days. Powder packing and other custom services need their own confirmed schedule. Allow additional time for samples, any commissioned tests, permits, freight and clearance; production time is not a guaranteed delivery date.
Product, quality and how to burn incense
Product, quality and how to burn incense
How should a room be ventilated when incense is burning?
Provide ventilation when incense is burning indoors, while keeping the holder away from draughts that can move embers or scatter ash. The appropriate arrangement depends on the room and outdoor conditions; one window or a partly open door does not establish a measured ventilation rate. Burning incense generates particulate matter, and choosing coreless or low-smoke incense does not make the exposure zero. Use a suitable holder and follow the product and premises instructions.
How do you light an incense stick properly?
Follow the instructions for the actual product: light the tip, extinguish the open flame and check for a stable ember before placing it in a suitable holder. Keep it on a stable, heat-resistant surface and supervise it. If it repeatedly goes out, examine storage moisture, formulation, damage, airflow and contact with the holder rather than attributing every failure to one cause. Record the lot and conditions for comparison with the approved sample.
What should we tell customers about burning incense indoors?
Use a non-combustible holder on a stable, heat-resistant surface with enough area to collect falling ash. Keep it away from curtains, paper and other combustible materials, children, animals and draughts that may move embers. Provide ventilation, never leave burning incense unattended, and confirm it is fully extinguished before leaving. Observe the premises policy and never disable or cover a smoke detector to use incense.
Does a smaller room need a different product?
Consider the amount burned, duration and ventilation as well as the intended scent level. Evaluate the proposed format under the expected conditions rather than assuming that a shorter or coreless stick has a proven lower emission rate. We do not publish a smoke-density percentage: no comparative measurement is available. Paid samples can help compare aroma and handling, but a sensory comparison is not an emissions or health test.
Is your agarwood plantation-grown or wild?
Our agarwood material is plantation-grown Aquilaria under managed induction. We do not supply or broker wild material or kyara. Confirm the species and source of the actual lot; glass, metal and ceramic accessories have their own material specifications and are not made from Aquilaria.
Do you provide GC-MS testing?
Independent GC-MS can be commissioned on request for the actual sample and batch, with scope and cost quoted before work begins. It is not supplied automatically on koh grade or with every oil shipment. A report has method and sampling limits and does not establish every authenticity or provenance question. We retain a sealed reference sample for three months from dispatch.
Can you match a product I currently buy elsewhere?
Often, yes. Send a physical sample. We will assess it and tell you honestly whether we can match it, how closely, and at what price band — including when the answer is that we cannot at your target cost.
Shipping & Compliance
Shipping & Compliance
What paperwork ships with an order?
An applicable safety data sheet is supplied for oil shipments. A certificate of analysis and independent GC-MS are on request, with scope, availability, charges and timing confirmed before commissioning. Give us the authorised broker contact so available documents can be reviewed ahead of arrival. The broker and relevant authorities confirm route requirements; early paperwork does not guarantee clearance.
Which countries do you ship to?
The site has market guides for the Middle East, Japan, Europe, North America and Southeast Asia. Actual shipment availability depends on the selected product, route, carrier acceptance and required documents. Tell us the destination at enquiry stage; your broker and the relevant authorities confirm import requirements, while we state which supplier documents we can provide. We do not promise every destination or guarantee clearance.
Can I return goods that do not sell?
Our published B2B policy does not offer returns or refunds after dispatch for change of mind or unsold stock. Check the agreed terms and any applicable mandatory rights. This does not remove a valid quality or transit-damage claim: material outside the agreed specification can be replaced or credited, ceramic transit breakage above 1% is covered by the stated replacement policy, and the ordinary claims window is fourteen days from delivery. Evaluate a paid sample and approve any private-label pre-production unit before dispatch.
What happens if goods are damaged in transit?
Packing follows the product specification: ceramic lines use individual protective packing and glass bottles use separated packing as specified. We replace transit breakage above 1% on ceramic under the stated policy. Photograph the carton, contents and lot markings before unpacking fully, retain the packaging and report the issue promptly. Evidence supports review but does not by itself decide every claim.
Keep reading
Where each answer is covered in full
In more detail
Questions we get by email that are not on this page
Can you match a sample I already have? Usually yes, and it is the most reliable way to brief us. Send the physical product rather than a description. We will tell you honestly how close we can get, at what price band, and when the answer is that we cannot at your target cost.
Do you supply small shops and sole traders? Yes, for business purchases. Stock lines have no general order minimum, but individual pack quantities and availability apply. Private-label minimums depend on the product and print configuration. These are B2B terms, not a consumer retail offer.
Can I visit? Request an on-site visit or live video walkthrough, preferably at least two weeks ahead. Confirm the time, actual production schedule and areas available to view; not every line will necessarily be running. You can ask to see how retained samples are identified and stored, subject to access and confidentiality requirements.
What happens if a shipment arrives damaged or off-specification? Photograph it on arrival, against the batch number, before anything is unpacked further. Send that with the carton and batch details. Where the fault is ours we replace or credit. Where it is transit damage we help you document the claim. That is usually the part that decides whether it succeeds.
Context
How to get a faster and more useful answer
Include the destination country in your first message. It helps us discuss route availability, relevant product information and documents with you, while your broker and authorities confirm import requirements.
The second most useful line is whether this is a trial or a continuing programme. The answer changes the recommendation rather than just the quantity. A trial should almost always run on stock packaging; a programme may justify private label and different economics entirely. Telling us which one avoids a whole round of the wrong proposal.
Include the required shelf or use date. Ninety days can be an initial planning allowance for a seasonal programme, not a universal lead time. Replace that allowance with the agreed approval, production, document and freight schedule; arrival remains subject to the actual route.
Scope
Questions we will not answer
We will not tell you what agarwood does for your health. The literature reports risks associated with sustained exposure to any burning incense, and the market pages state that plainly. We are not in a position to make a benefit claim responsibly, so we do not make one.
We will not quote a price without a destination, because the document pack is part of the cost and it varies by route. And we will not confirm what your national authority requires on the import side. We can tell you exactly what we are able to issue and how long it takes. Your broker can tell you what you need.
In practice
Terms in short
Orders are payable in full in advance by telegraphic transfer, before production starts or before dispatch from stock, as stated on the proforma invoice. An irrevocable letter of credit at sight for a larger order must be agreed at quotation stage; see the payment terms.
Stock dispatch is normally within two weeks, subject to availability. General private-label incense is typically 25–35 days from approved artwork; temple sticks and decorated glass list 30–40 days, rigid gift boxes 30–45 days. Other custom work needs an agreed schedule, and transport is additional. Confirm the actual quotation rather than assuming every repeat order is faster.
Stock lines have no general order minimum; SKU packing applies. Private-label incense generally starts at 500 boxes, with Japanese kōh at 300; temple custom length is a separate 100-box option. Powder jar labelling and decorated glass start at 1,000 units, rigid gift boxes at 500 sets. Other packing, filling and hardware customisation need their own quotations.
Read the full terms of supply before ordering, including clause 4 on payment and clause 6 on delivery. Confirm any order-specific departure in writing.
Watch
Lighting a cone, step by step
Cone set on a stable heat-resistant burner, the tip lit until it glows, the flame blown out, and the smoke released.
Lighting a cone, step by step
Cone set on a stable heat-resistant burner, the tip lit until it glows, the flame blown out, and the smoke released.
Question not answered here?
Ask it directly. We aim to send an initial reply within one business day; a formal quotation may require further specification, availability or document checks. Recurring questions can also help us improve this page.