Shipping policy
Shipping Policy
Shipping origin
All trade sample orders and approved B2B shipments are dispatched from Taipei City, Taiwan.
Current shipping scope
Palo Santo Eastern Co. currently supports international shipping for trade sample orders and approved B2B shipments to destinations available through our shipping partners.
Shipping availability depends on the destination country, postal service availability, courier service availability, customs requirements, and shipment type.
At this time, shipping options may include:
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Taiwan Post international parcel or ePacket service, where available
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DHL international courier service, where available
Available destinations and shipping methods may change without notice based on carrier updates, customs restrictions, service suspensions, or destination-country requirements.
Trade sample shipments
Trade sample orders are not intended for general retail checkout. Before placing a sample order, buyers must first submit a project request through our trade inquiry form.
Once the request has been reviewed and approved, we will provide the appropriate access or instructions for completing the sample order.
Shipping rates and available services are calculated according to destination, carrier availability, and checkout settings. Final sample shipping availability may depend on the approved destination and current postal or courier service conditions.
Production and wholesale shipments
Production orders, wholesale supply, white label orders, private label projects, and custom manufacturing shipments are reviewed and quoted individually.
Some approved small B2B orders may be completed through standard website checkout when suitable. Larger production orders, custom projects, and wholesale shipments are generally invoiced separately after the order volume, packaging format, carton quantity, destination, preferred shipping method, and export requirements have been reviewed.
For B2B orders, shipping may be arranged by:
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international post
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DHL or another approved courier
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freight forwarder
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buyer-appointed logistics provider
Final shipping charges, export documentation, payment method, and delivery timing are confirmed before shipment.
Destinations we do not currently support
We may be unable to ship to certain countries or regions due to customs, tax, tariff, carrier, or product import requirements.
If your destination is not available at checkout, please submit an inquiry before placing an order.
For B2B production orders, destination eligibility is reviewed individually.
Delivery estimates
Estimated delivery times vary by destination and shipping method.
As a general guide:
Taiwan domestic shipping
Estimated delivery time: 2–3 business days
International postal shipping
Estimated delivery time: approximately 7–21 business days, depending on destination and customs processing
DHL international courier
Estimated delivery time: usually faster than postal shipping, depending on destination and service availability
Delivery estimates are not guaranteed. Customs inspections, public holidays, seasonal volume, carrier delays, incorrect addresses, or local delivery issues may extend delivery time.
Customs duties, import taxes, and local charges
International orders may be subject to customs duties, import taxes, VAT, handling fees, brokerage fees, or other local charges when the parcel arrives in the destination country.
These charges are not included in our product prices or shipping fees unless otherwise stated in writing.
All customs duties, import taxes, and local charges are the responsibility of the buyer or recipient.
Palo Santo Eastern Co. is unable to estimate or collect all destination-country import charges at checkout.
Customs documentation
We provide standard commercial documentation required for shipment, including product description, declared value, sender information, and recipient information.
For B2B production orders, additional documentation may be reviewed depending on the destination, shipment size, and carrier requirements.
The buyer is responsible for confirming whether incense products can be imported into their country and whether any additional permits, declarations, labeling, or customs requirements apply.
Tracking
Once your order ships, you will receive a tracking number by email.
The buyer is responsible for monitoring tracking updates and responding to any customs, courier, or postal service requests.
If a parcel is returned due to failed delivery, incorrect address, unpaid customs charges, refusal of delivery, or lack of tracking follow-up, the buyer is responsible for any return shipping, re-shipping, customs, or handling charges.
Lost, delayed, or returned parcels
If a shipment appears delayed, lost, or returned, we will assist by reviewing tracking information and, where possible, opening an inquiry with the shipping provider.
If tracking shows that a parcel has been delivered but cannot be located, please first contact the local postal service, courier office, building reception, or delivery location.
Palo Santo Eastern Co. is not responsible for parcels lost due to incorrect shipping information, failed delivery attempts, unpaid customs charges, or refusal of delivery.
Damaged parcels
If your sample order arrives damaged, please email us within 24 hours of delivery with:
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your order number
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clear photographs of the outer packaging
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clear photographs of the damaged contents
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a short description of the issue
We will review the case and determine the appropriate next step.
For production and wholesale shipments, damage claims are reviewed according to the shipping method, carrier terms, shipment documents, and agreed order terms.
Product appearance
Our incense products are made with natural aromatic wood materials. Color, texture, powder tone, wood grain, and aromatic character may vary between batches.
These natural variations are expected and do not constitute product defects.
Statement descriptor
Your credit card, payment, or PayPal statement may show Palo Santo Eastern Co.
Contact
For shipping questions, sample delivery issues, or B2B shipment planning, please contact us through the trade inquiry form or email: