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Agarwood Chips, Oil and other Products

Shipping & Returns

Below are several shipping information for you reference when Shopping with www.gaharu-agarwood.com :

• Shipping and handling charges are determined by the delivery cost charged by courier and divided in to zones to simplify the checking out process .

• Not subject to special offers.

• All orders are subject to verification.

• If items are back-ordered, the total shipping and handling charges will be allocated proportionally and charged as the product is shipped.

• Please note that the total shipping and handling charge will not increase.

• All back-ordered items ship out via Standard Delivery.

• We don't ship to P.O BOX Address, EXCEPT Mid East countries without Post codes

• We use register International courier EMS, (managed by Indonesian Post Office) for all of our International shipping.

• EMS will require recipient phone number upon package registry, when one none provided by customer, We will insert random number to fill the form.

For Average International EMS Rate List please CLICK HERE

The above list is only a guide, your actual cost of shipment will automatically calculated when you put your Delivery address/Zone during your ordering process.

FIRST TIME ORDERS

For your security, please be aware that first-time orders can only be shipped to the card holder's billing address or a corporate work address which we are able to verify independently.

To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the card holder's name is written as it appears on the card (If you pay with Credit Card).
Please also ensure that your contact details are filled in accurately, so that we can contact you if necessary.

DELIVERY TIME
In-stock products is typically delivered to you in 5-12 business days or more depends on your country zone .
If you require any additional information please Contact Us

IMPORT DUTY
We cannot be held responsible for any import taxes and duties levied by your local customs authority.
We cannot be held accountable for delays in customs clearance.

NOTE: PLEASE CHECK YOUR LOCAL CUSTOM POLICY TO AVOID DELAY ON DELIVERY.
PLEASE INFORM US IF THERE IS ANY ADDITIONAL INSTRUCTION FOR SHIPMENT TO MEET YOUR LOCAL CUSTOM POLICY


RETURN AND CANCELLATION

Your satisfaction is our concern.
If for any reason you are dissatisfied with a purchase, we'll assist you with a prompt refund or exchange.

Please read the following refund & exchange conditions:
• All items must be in new and unused condition - This doesn't mean that you can't try the item a little.
• You must indicate your intention to exchange / return within 7 days of the date of delivery.
• In the case of items being exchanged, we will re-send the new item free of additional carriage charges.
• You must pay the return carriage charges, though in the case of an exchange, we will have the new item delivered with additional shipping charge.
• gaharu-agarwood.com is not responsible for any item that is not returned in new, unused condition. We do not sell used products and will not accept the return of any item which is considered used.

HOW TO RETURN A PURCHASE

Step1 Contact Us by email indicating your order number, the problem & whether you would like a refund or an exchange.
Step2 You will get a reply email of a return form and the return address
Step3 Please fill out the return section of the form completely and enclose it with the item(s) you are returning. Be sure to indicate if you would prefer to receive a refund, or make an exchange for another size, color or item.
Step4 Package the return and seal securely with tape to prevent damage
Step5 Send to the return address provided in the Return Form

OTHER INFORMATIONRETURN & EXCHANGE

• We do not refund any taxes you were charged (if any)
• The original shipping and handling charges are not refundable.
• A credit will be issued as soon as we receive and process your return.
• Please allow up to two billing cycles for a refund to appear on your credit card statement.
• Special offers may be subject to reduction by a return/exchange or cancellation.
• Normal time for processing returns is 10-14 days
• Full refund will be made after goods arrive at www.gaharu-agarwood.com office and checked
• Any Import Duty paid during the return process will deducted from the cost of the goods.

If you have any further questions please Contact Us




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