Shipping policy

Shipping Information

Where do we ship from?

All orders are shipped from our workshop in Taipei City, Taiwan.

đźš« Countries We Do Not Ship To

At this time, we do not ship to the European Union, the United States, or the United Kingdom due to customs, tax, and tariff requirements that we are currently unable to estimate or collect at checkout.

Where do we ship to?

We currently ship to the following destinations:

Argentina, Australia, Brazil, Canada, Chile, Colombia, Hong Kong SAR, Japan, Kuwait, Macao SAR, New Zealand, Oman, Peru, Qatar, Saudi Arabia, Singapore, South Korea, and the United Arab Emirates.

Shipping Options & Delivery Times

International Registered Post

  • Estimated delivery time: 7–21 days

  • Cost: FREE on all orders

* Delivery times may be slightly longer during busy seasons or sales periods.

Domestic Shipping (Taiwan)

  • Estimated delivery time: 2–3 days

  • Cost: FREE

What will show up on my credit card or PayPal statement?

Your statement will show “Palo Santo Eastern Co.”

Will I be charged customs duties or import taxes?

Your order may be subject to import duties or taxes once it reaches your destination country. These charges are not included in our prices and are the responsibility of the customer.

We are unable to estimate customs charges, as they vary by country. If customs require an invoice, your order confirmation can be used.

What does “pre-order” mean?

If an item is marked as pre-order, it is not currently in stock and will ship on or around the estimated dispatch date listed on the product page.

If your order contains both in-stock and pre-order items, all items will be shipped together in one parcel.

If you prefer separate shipments, please email hello@palosantoeastern.com to arrange this.

How can I track my order?

Once your order ships, you will receive an automated email with a tracking link.

It is the customer’s responsibility to monitor the tracking status. If a parcel is returned due to failed delivery or lack of tracking follow-up, the customer will be responsible for re-shipping costs.

Please check your inbox and spam folder for tracking emails.

What if my parcel is lost or stolen?

In rare cases, parcels may be lost or stolen. If this occurs, we will open an investigation with the shipping provider.

If your tracking shows “delivered” but you cannot locate your parcel, please contact your local post office first, as it may still be in transit or awaiting collection. You may also email us so we can assist.

Product appearance disclaimer

Each Palo Santo product is made from natural wood and is unique in color, grain, aroma, and character. Variations from product photographs are normal and expected.

Returns & faulty items

We do not accept returns after 30 days from the date of purchase.

If your item arrives damaged or faulty, please email us within 24 hours of delivery with clear photographs showing the issue.

Depending on the situation, we may request the item be returned before issuing a replacement, or we may send a replacement without requiring a return.