Shipping & Delivery Policy
Domestic Shipping (Thailand)
Carriers: We partner with Thailand Post (EMS/Registered) and private couriers such as Kerry Express or Flash Express.
Delivery Time: Domestic orders typically arrive within 2–5 business days.
Shipping Costs: Calculated at checkout based on weight and destination within Thailand.
International Shipping
As Heritage Agarwood is based in Thailand, all international shipments must comply with the regulations of the Department of Agriculture (DOA) and CITES (Convention on International Trade in Endangered Species) requirements.
Export Documentation: All agarwood exports require mandatory Phytosanitary Certificates and, where applicable, CITES permits. We handle these applications for you, which may add 3–7 business days to your processing time.
Customs & Duties: Customers are responsible for all import duties, taxes, and clearance fees levied by their destination country. We recommend checking with your local customs office before placing your order.
Carrier Partners: We use DHL Express, FedEx, or UPS for international orders to ensure tracking reliability and speed.
Processing Time
All orders are processed, graded, and packed at our facility within 3–5 business days.
During peak seasons or periods requiring specific export permit issuance, processing times may extend; we will notify you via email if your order is delayed.
Damaged or Lost Shipments
Every shipment is insured against loss or damage.
If your package arrives damaged, please take photos of both the outer packaging and the product, and contact us at [Insert Email] within 48 hours of receipt so we can initiate a claim with the carrier.