FAQs – Your Questions Answered
We want your experience with NewZenstore to be seamless and clear. Below are answers to the most common questions we receive. If you need further assistance, our support team is always here to help.
Account & Ordering
Do I need an account to place an order?
No, you can check out as a guest. However, creating a free account unlocks several benefits:
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Faster checkout with saved details
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Easy access to your order history and status
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Exclusive updates on new products and promotions
How do I know my order was successfully placed?
You will receive an order confirmation email with your Order Number and all purchase details shortly after completing checkout. Please check your spam folder if you don't see it.
Can I change or cancel my order?
Order amendments or cancellations are possible if requested before 11:00 PM (PDT) on the same day the order was placed. Please contact us immediately at support@newzenstore.com. Once your order has been prepared for shipment, we are unable to make changes.
Payment & Security
What payment methods do you accept?
We accept major credit cards and other payment methods shown at checkout, which may include Shop Pay, PayPal, and Google Pay depending on your device and location. Available options are confirmed securely during checkout.
How do I pay with PayPal?
At checkout, simply select the PayPal option. You will be securely redirected to PayPal's platform to complete your payment with your account or card.
Is it safe to use my credit card on your site?
Yes. Your security is our priority. All transactions are processed through a PCI-DSS compliant payment gateway. Your sensitive card data is encrypted (AES-256) and processed directly by our secure payment partner—we do not store your full credit card information on our servers.
What currency will I be charged in?
All prices are listed in US Dollars (USD). If your card uses a different currency, the final amount will be converted by your bank or card issuer based on their exchange rate at the time of processing.
Shipping & Delivery
Where do you ship?
We ship from China to the United States and other supported international destinations. Available countries and regions are confirmed at checkout. If your destination is unavailable, contact support@newzenstore.com before ordering.
What are your shipping costs?
Shipping is US$4.99 for orders under US$30. Orders of US$30 or more qualify for free shipping.
When will I receive my order?
Orders are normally prepared within 3-4 business days. After dispatch, estimated delivery is 9-15 business days to the United States and most supported destinations. Orders containing incense powder or incense ash may take 10-20 business days. Mexico delivery is estimated at 15-20 business days for regular products and 30-45 business days for powder or ash orders.
Is tracking included?
Yes. International orders are shipped with tracking. You will receive tracking information after dispatch.
Can powder or ash items ship separately?
Yes. Incense powder or incense ash components may be shipped separately for some destinations because of international transport requirements. Separate tracking information may be provided for each package.
Are delivery dates guaranteed?
No. Delivery times are estimates. Customs processing, carrier delays, peak seasons, weather, and local holidays may extend delivery time. See our Shipping Policy for full details.
Returns, Exchanges & Issues
What is your return policy?
You may request a return within 30 days of delivery. Eligible change-of-mind returns must be unused, unopened, and in their original packaging. Opened consumable products such as incense powder or incense ash cannot be returned unless they arrived damaged, defective, or incorrect. Please review our Refund Policy or contact support@newzenstore.com before returning an item.
What if my order arrives damaged, incorrect, or incomplete?
Contact support@newzenstore.com within 7 days of delivery with your order number and clear photos of the product, packaging, and shipping label. After review, we will arrange an appropriate replacement, missing-part shipment, or refund.
Privacy
Is my personal information kept private?
Absolutely. We respect your privacy. Any information you share is kept confidential and will never be sold or rented to third parties. It is used solely to process your orders and improve your experience, in accordance with our Privacy Policy. Exceptions apply only where required by law.
Still have questions?
Contact our support team at support@newzenstore.com. We will reply as soon as possible and help with your order or product questions.