Customer Service

Contacting The Incense Match / H&L Novelties

In the event you need to contact for customer service or order support, please contact us at (609) 882-3080 or via email at 


Shipping & Delivery

All orders are expedited in a timely manner. Once an order is received, the invoice is sent immediately to our on-site warehouse where it is filled, examined for accuracy, and shipped. Orders are typically shipped within 24 to 48 hours.  Orders are shipped either via USPS Priority Mail or UPS Ground service.  Expedited shipping is available at an additional cost by contacting us.


Privacy & Security

Thank you for visiting our This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

Note: the privacy practices set forth in this privacy policy are for this web site only. If you link to other web sites, please review the privacy policies posted at those sites.


Collection of Information

We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. Novelties may from time to time share information with our marketing companies for promotional purposes such as email communication.


Cookie/Tracking Technology

The site uses cookie and tracking technology. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the site. Cookies can also help customize the site for visitors. Personal information cannot be collected via cookies and other tracking technology; however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.


Distribution of Information

We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes. We may use and share all of the information described above, subject to applicable law, with the following (these examples are not intended to be all-inclusive):

Service Providers - We provide information to third parties (including our affiliates) to assist us in servicing Accounts, like preparing billings statements and promotional materials, administering and enforcing our Accounts and responding to customer inquiries. We also may use marketing firms to assist us in our own marketing efforts.
Our Affiliates - Our affiliates are other companies in the H&L Novelties family. In addition to using affiliates to perform services in connection with your Account, we may provide information such as identification, transaction and experience information, to H&L Novelties owned companies.


Commitment to Data Security

Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.


Privacy Contact Information

If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:

Phone: (609) 882-3080


Returns & Replacements

If at any time you are not 100% satisfied with the quality of your purchase, we want to know. Your feedback enables us to continually improve our premium product line and provide you with the most effective products to meet your individual needs. If you wish to return an Incense Match product that you have purchased directly from our web site for any reason, we offer a 30-day Complete Money Back Guarantee (minus shipping and handling costs). Simply contact one of our customer service representatives for quick and easy return assistance.


Payment, Pricing & Promotions

From time to time, Incense Match will offer special promotions on our products.  These promotions can end at any time and not subject to price matching or other price variation rules.  For payment, we accept all standard credit cards through our online checkout process.


Viewing Orders

When placing an order with, you will have the option of creating an account.  If an account is created, you will have the ability to view all orders placed under that account.  This includes dates and contents of the orders.


Updating Account Information

Within your customer account you have the ability to change your stored billing and shipping addresses.  A customer wishing to change, update, or remove personal information may do so by contacting the ISG either by filling out this form or by telephone (609) 882-3080 and stating their wishes at any time.

At, we consider the information you choose to share with us personal and confidential. We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party without your permission, except as may be required by law. There may be several points within our site that link to third party sites that may require various pieces of personal information. Each of these sites has their own Privacy Policy governing use on their sites.


Why are we telling you all this?

Because is a firm believer and active participant in consumer privacy, we maintain these policies that give our visitors full disclosure. We believe in improving the customer's online shopping experience through the responsible and secure collection and usage of customer data.