Shipping policy

Shipping origin

All trade sample orders and B2B shipments are dispatched from Taipei City, Taiwan.

Trade samples

Trade samples can be ordered directly from our Incense Samples page. Sample shipping is a flat rate per order, by destination. DHL Express is available as a faster upgrade at checkout.

  • Taiwan: free via Taiwan Post.
  • Asia, including the Middle East: US$4 standard. DHL Express US$25.
  • Australia and New Zealand: US$7 standard. DHL Express US$30.
  • Europe: US$6 standard. DHL Express US$40. Germany ships via DHL Express only, at US$40.
  • United States: US$12 via ePacket, with import duties prepaid. DHL Express US$40.
  • Canada, Argentina, Brazil, Chile, Colombia, and Peru: US$9 standard. DHL Express US$55.

The rates for your destination are shown at checkout. If your country is not available at checkout, please contact us before ordering and we will check the options.

Wholesale and production shipments

Wholesale supply, white label, private label, custom packaging, and custom manufacturing orders are quoted individually. Shipping is arranged by international post, DHL, FedEx or another courier, a freight forwarder, or a logistics provider you appoint. Shipping charges, export documents, payment terms, and delivery timing are confirmed in writing before shipment.

Delivery estimates

  • Taiwan: 3 to 5 business days.
  • International post: about 7 to 21 business days, depending on destination and customs.
  • DHL Express: usually 3 to 7 business days.

Estimates are not guaranteed. Customs inspections, public holidays, carrier delays, or incorrect addresses can extend delivery times.

Duties, taxes, and local charges

Sample shipments to the United States are sent with import duties prepaid. For all other destinations, and for all wholesale and production orders unless agreed otherwise in writing, customs duties, import taxes, VAT, and brokerage or handling fees are the responsibility of the buyer and are collected by the local customs, postal, or courier service on delivery.

Buyers are responsible for confirming that incense products can be imported into their country and for any permits, labeling, or declarations required there.

Tracking

Once your order ships, you will receive a tracking number by email. Please follow the tracking and respond to any customs or courier requests. If a parcel is returned because of an incorrect address, a failed delivery, unpaid customs charges, or refusal, any return or re-shipping costs are the buyer's responsibility.

Lost or damaged parcels

If a parcel is delayed or appears lost, contact us and we will review the tracking and open an inquiry with the carrier where possible.

If a sample order arrives damaged, email us within 24 hours of delivery with your order number, photos of the outer packaging and the damaged contents, and a short description. Damage on wholesale and production shipments is reviewed according to the shipping method, carrier terms, and agreed order terms.

Natural variation

Our incense is made from natural aromatic wood materials. Color, texture, grain, and aroma can vary slightly between batches. These variations are expected and are not defects.

Contact

For shipping questions, email hello@palosantoeastern.com.