Dear YourIncenseStore.com Customers, ATTENTION YourIncenseStore.com CUSTOMERS: THIS IS IMPORTANT…………………..PLEASE READ!!!! Since we had launched our site a month ago, we went through a series of problems due to the incense world being such a controversial market. As some of you may already know, the government, banks, etc. are continuously trying to ban incense nationwide and stop the sales of incense in the U.S. One way that they do this is through the banking, not allowing credit card processing, etc. This is why many of the websites you order from do not have credit card as a payment option and the ones that do, unless they process their credit cards through an off shore bank, it is only a matter of time before they are unable to accept credit cards as a form of payment as well. In our 1st week of launch, our distributor, who was also our shipper, was telling us they were shipping out all of the orders that came thru our site. However, 7 days into it we figured out that they were in fact, not shipping anything. We did everything we could to rectify this issue, including started doing all shipping in-house so we could make sure all customers received their product in a timely manner. However, much of the damage had already happened and this is why many of you had not received your orders as promised. We worked diligently to get the orders filled and refund customers that asked us to cancel the orders due to these issues. This is why many of you started receiving your order, just late. So, as we began to fix the shipping problem that we had………… Our Credit Card processing bank decided that they were not comfortable processing credit cards for an “incense company” and closed all of our business accounts, including all the monies from the credit card transactions that went through our site. This means, we NEVER received the money that you paid for your product so, obviously product was unable to be shipped. Once we saw this, we immediately began submitting refunds to all of the customers so they could get their money back as soon as possible and move forward to order their product from another site or through us with a different form of payment (COD), which many of you were offered, once your refund had been credited. All of you were sent e-mails explaining all of this when it happened. Well, then the bank decided that they were going to give the customers their money back but, only via the “chargeback” process. We were instructed that no refunds would be processed and the only way for the customers to get their money back would be disputing the charges with their bank and then the money would be returned. We understand that this is not the ideal way that anyone wants to go through in order to get money that is rightfully yours. So, this is when you all started receiving an e-mail from our customer care department, notifying you of the situation and directing you to begin the dispute process to get your money back in your account as fast as possible. Many of you were not happy with this news and we completely understand why you would not be. However, we are at the mercy of the banks, just as you are. This was nothing we could have controlled nor did we obviously want this to happen. However, it did and we acted immediately with each occurrence to rectify the issues as they came in. Well, in case that wasn’t enough issues, we then woke up to our website being shut down by our E-commerce company that hosted our website because they too decided that they did not want to do business with an incense company. So, they deleted our site! So much for a free country!! It’s ok to drink alcohol as long as you are 21 and consuming it in the right places yet, people die from alcohol related negligence every hour and the country chooses incense as the “Taboo” product to sell. Go figure! This is where we stand as of now…………… Our site is down, at no decision of ours and although we made every change we could in order to successfully deliver product and or return to you the money spent, the determining parties (banks, shippers, etc.) did not cooperate so, we are left with no choice but to close our doors and get out of the incense market. We want to make sure our customers are taken care of to the best of our ability. Although it will not be in the fashion that you would like it to be handled, here is what the status of each customer order/issue is……….. Pending orders (Are they coming?) – If you have received a tracking number in your e-mail within the last 5 days, that means your order is in route, has been shipped and you should be able to log in to either USPS or Fedex (pending how it was shipped) and track your package right to your doorstep. Please enjoy your incense and we are sorry that we could not continue to fulfill orders in the future for you. Awaiting Refunds – The only way you will receive your money back is by disputing the charges on your credit card with your issuing bank. We understand that is not the ideal way you want it handled and we have received some very colorful e-mails notifying us of that. However, the nasty e-mails or threats of lawyers, BBB, etc. are going to do no good. If you would put your efforts into disputing the charges with your credit card company, you would have your money back in your account already. Of course you have a right to contact a lawyer, he/she will just tell you the same thing. So, please contact your credit card company and dispute the charges and your problem will have a solution. We sincerely apologize for the inconveniences this may have caused you. It was completely out of our control and we have NEVER received funds, the bank did, we never got it. They are the ones that owe you a refund. Yes, even though you ordered through our site, the one that has to refund your money is the bank. If your bank requires any additional proof or information, beyond the e-mails you have already received from us explaining the issue and a copy/paste of this message, please contact us via e-mail and we will get you the requested information needed to help you process your dispute in a timely manner. Should you require further assistance or would still like to continuing sending your colorful e-mails explaining your feelings on these issues, you may do so by e-mailing us @ firstname.lastname@example.org. Any e-mails containing foul language will be immediately deleted and you will not receive a response. They will not even be read, just deleted! If you have a legitimate question or concern or need further assistance, please feel free to e-mail us and we will respond back helping you in any way we can. The e-mail will stay up as long as the E-commerce site will allow us to have it so we can filter through any concerns you have. Please do not e-mail us asking how you can get your money back……for those of you that missed it earlier, DISPUTE IT WITH YOUR CREDIT CARD COMPANY and your problem is solved!! Thank you all for your understanding and we truly regret not being able to continue business and serving you for all your incense needs. Unfortunately, the incense world has many brick walls that make it difficult sometimes to conduct business in the way we’d prefer to. Have a great day!