Shipping, Returns & Refunds

Last Updated: September 24, 2026

This shipping and returns policy applies to standard retail orders placed through the MORI TASTE website. Wholesale shipping, payment, and after-sales terms are set out in each approved quotation or order agreement.

For questions about an order, shipping, a return, or a refund, email hello@moritaste.com. Normalmente respondemos en un plazo de 2 horas durante el horario de soporte y no más tarde de 24 horas, excepto durante los días festivos públicos en China.

Quick Summary

We ship to checkout-supported destinations worldwide.
Each destination has a local free-shipping threshold shown in the customer’s checkout currency.
Orders are usually processed within 2 a 3 días calendario.
Estimated delivery is de 5 a 8 días calendario después del despacho.
Eligible unused and unburned items may be returned within 30 calendar days of delivery.
We do not offer direct exchanges. Return an eligible item, then place a new order.
For damaged, missing, incorrect, or defective items, contact us for help. An unboxing video is not required.

Ready to browse? Visit the MORI TASTE incense store. Wholesale customers can review our wholesale information.

1. Áreas de Envío y Entrega

We ship retail orders worldwide to destinations supported at checkout. Enter your delivery address at checkout to confirm current availability, shipping methods, and any destination-specific restrictions.

Orders are automatically fulfilled from either our China warehouse or U.S. warehouse according to product availability and the delivery address. Customers cannot choose the dispatch warehouse.

A menos que se indique un tiempo de procesamiento diferente en la página del producto antes de la compra, los pedidos generalmente se procesan y preparan para el envío dentro de 2–3 calendar days after payment.

Incense and incense burners may be shipped separately when packaging or transportation requires it. If an order is divided into multiple shipments, separate tracking information will be provided for each package.

2. Tarifas de envío y tiempos estimados de entrega

How does free shipping work?

Every checkout-supported destination has a local free-shipping threshold. The applicable threshold is displayed in the customer’s checkout currency and may differ by country or region. The merchandise subtotal after discounts must meet that local threshold; shipping charges are not counted toward it.

If an order is below the applicable threshold, the shipping fee is calculated and displayed at checkout before payment.

How long does delivery take?

Whether an order is dispatched from our China warehouse or U.S. warehouse, estimated delivery is de 5 a 8 días calendario después del despacho.

Por favor, permite aproximadamente 7–11 calendar days from payment to delivery, including 2–3 calendar days for processing and preparation. This is an estimate and may be affected by customs procedures, peak periods, weather, carrier operations, or other circumstances outside the normal delivery process.

3. Seguimiento del pedido

After dispatch, we provide tracking information so customers can follow delivery through our website or the carrier’s tracking service. If an order is shipped in multiple packages, each shipment receives separate tracking information.

If tracking has not arrived after the expected dispatch period or has not updated for an extended period, use our logistics inquiry page or email hello@moritaste.com with the order number or other proof of purchase.

4. Despacho de Aduanas, Derechos e Impuestos de Importación

For retail orders to every checkout-supported destination, MORI TASTE arranges international shipping and covers applicable customs clearance charges, customs duties, and import taxes associated with the shipment.

Customers should not be required to pay these charges separately on delivery.

If a carrier, customs authority, or another organization asks for payment of customs clearance fees, duties, or import taxes, contact us before paying so we can verify the request and help resolve it.

5. Envío Retrasado o Imposibilidad de Enviar

If we cannot dispatch an order within the stated timeframe, we will contact the customer as soon as reasonably possible, explain the reason, and provide an updated estimated dispatch date.

The customer may continue waiting or cancel the affected items for a refund. Where applicable law requires agreement before extending the shipping period and we cannot obtain that agreement, we will cancel the affected undispatched items and refund the original payment method without unnecessary delay.

6. Paquetes demorados o perdidos

If a package has not arrived after the estimated delivery period, contact hello@moritaste.com with the order number and tracking information. We will open an investigation with the carrier.

If the carrier confirms the package is lost, we will contact the customer to arrange either a free replacement shipment or a refund. A carrier investigation does not limit any consumer rights provided by applicable law.

7. Artículos dañados, faltantes, incorrectos o defectuosos

Contacto hello@moritaste.com if an order arrives damaged, is missing an item, contains an incorrect item, or has a product quality issue. Please provide:

The order number or other proof of purchase;
Una breve descripción del problema;
Fotos que muestren el problema, donde sean razonablemente disponibles.

No requerimos un video de desembalaje.

After confirming the issue, we will generally offer a free replacement or reshipment where appropriate and with the customer’s agreement. MORI TASTE covers the replacement product, shipping, and any related customs clearance charges or import taxes.

In some cases, the original item will not need to be returned. If a return is required, we will provide instructions and cover the necessary return shipping cost. If replacement or reshipment cannot reasonably resolve the issue, we will arrange a refund or another appropriate solution.

Nothing in this policy limits consumer rights provided by applicable law.

8. Política de Devolución de 30 Días

A return may be requested within 30 calendar days of receiving the order.

Returns due to personal scent preference, a change of mind, or the purchase of a promotional or discounted item are accepted when:

El producto no haya sido utilizado ni quemado;
Se haya conservado el embalaje original del producto;
Se hayan conservado todos los accesorios incluidos;
El producto no ha sido dañado durante el manejo más allá de lo que es razonablemente necesario para inspeccionarlo.

Opening the packaging does not automatically make an item ineligible, provided the product remains unused and unburned and otherwise meets the conditions above.

Used or burned incense is generally not eligible under this additional 30-day return policy. This restriction does not apply to a product quality issue handled under Section 7. The policy does not limit consumer rights provided by applicable law.

9. Cómo solicitar una devolución

Correo electrónico hello@moritaste.com within 30 calendar days of delivery and provide:

The order number or other proof of purchase;
The item or items to be returned;
Un breve motivo para la devolución.

Customer service will provide the correct return address and instructions according to the order and destination. Do not send a return to the original address printed on the package, and do not send an item before receiving return instructions.

In general, send the return within 7 calendar days after receiving the address and instructions. Package it securely, use a trackable method, and keep the tracking number and proof of postage. A return request submitted within the applicable period will not expire while the customer is waiting for our reply or instructions.

10. Costos de Envío de Devolución

For a change of mind, scent preference, or another reason unrelated to a product issue, the customer pays the return shipping cost. The original shipping fee is generally non-refundable unless applicable law requires otherwise.

When a return is required because an item is damaged, incomplete, incorrect, or defective, MORI TASTE covers the necessary return shipping cost. We do not charge restocking fees or fixed return-handling fees.

11. Exchanges

We do not process direct product exchanges. To choose a different item, request a return for the eligible unused and unburned product, then place a new order through the MORI TASTE shop. This keeps inventory, payment, and shipping records accurate.

12. Refund Timing & Method

For an eligible return that must be sent back, we will initiate the refund to the original payment method within 5 business days after receiving and inspecting the returned item, a menos que la ley aplicable requiera un reembolso anterior.

If we confirm that an item does not need to be returned, we will initiate the refund within 5 business days after confirming the refund, a menos que la ley aplicable requiera un reembolso anterior.

The refund is based on the amount actually paid for the eligible item and includes related taxes where required. Order-level discounts are allocated according to the amount paid for the relevant items. A bank or payment provider may need additional time to complete the refund.

If the refund has not arrived within 10 business days after we initiated it, contact hello@moritaste.com. We will not replace a refund due to the original payment method with store credit, points, or coupons without the customer’s consent.

13. Contact Us

Marca: SABOR MORI

Business Location: Guangzhou, Guangdong, China

Correo electrónico de atención al cliente: hello@moritaste.com

Response time: Usually within 2 hours during support hours and no later than 24 hours, except during Chinese public holidays.

The applicable return address will be provided after we receive the return request and review the order and destination. Do not use our business contact address or the shipping address printed on the parcel as a return address.

For general questions, visit Contáctenos.