Customer Care

We ship to 87 countries across North America, Europe, Asia, Oceania, and the Middle East.

We currently cannot ship to: India, Indonesia, Taiwan, Macau, the Philippines, Jordan, Egypt, Turkey, Brazil, and Mainland China retail addresses. If your country shows "Unavailable" at checkout, please email us — we may be able to arrange shipping individually.

Express speeds up the transit segment but does not give priority handling through destination customs. For US, Canada, and EU customs clearance still takes 3–7 days regardless of carrier.

All prices in USD. Shipping is calculated at checkout.

Total time = Processing (2–5 business days) + Transit. Times below are based on our partner carrier's published transit data and assume normal customs flow.

Standard shipping

Express shipping typically delivers in 5–10 business days to US/CA/UK/EU/JP/AU after the 2–5 day processing window.

All times exclude weekends, public holidays, and any customs delays beyond normal flow.

You receive a tracking number by email when your order ships. International tracking can be sparse during the first 3–7 days while the parcel moves through international export channels — this is normal. Updates resume once the parcel reaches its destination country.

If tracking does not move for 10 days after ship date, please email us.

Orders shipped internationally may incur import duties and taxes set by your country's customs authority. These are the buyer's responsibility and are not included in our shipping fee.

Agarwood is listed under CITES Appendix II. All our material is sourced through legal, sustainably managed channels, and we provide accompanying documentation on request. For high-value pieces ($1,000+) to certain destinations (EU, US), additional permits may be required — we will contact you before dispatch if this applies.

If your parcel has not arrived 45 days after the ship date, email us at admin@thewhisperofwood.com. We will work with the carrier to locate it, and if it cannot be recovered, send a replacement or issue a full refund — your choice.

Address changes must be requested within 2 hours of placing your order. After that, the parcel may already be in processing and we cannot redirect.

Please double-check your shipping address at checkout — addresses entered incorrectly are the buyer's responsibility.

30 days from the date your parcel arrives.

Email us at admin@thewhisperofwood.com to start a return. Include your order number and a brief reason — we want to learn what didn't work, but no detailed justification is required.

Items must be returned in their original condition: unworn, unburned, with all original packaging and tags. Agarwood is a natural material — the cold scent may transfer to packaging on first opening; this does not affect return eligibility, but please reseal immediately if you intend to return.

• Personal care items that have been opened (soap, toothpaste, hand cream, foot patches)
• Incense or essential oils that have been burned, opened, or used
• Items marked "Final Sale" in the product description
• Gift cards

Buyer is responsible for return shipping cost. We recommend a tracked service — we cannot refund items lost in return transit.

If the return is due to our error (you received the wrong item, or the item arrived damaged), we cover the return shipping in full.

Once we receive and inspect the returned item, we process the refund within 5 business days. Refunds go back to the original payment method.

Original shipping fee is non-refundable. Bank processing may add 3–7 days before the refund shows in your account.

If your item arrives damaged, or we sent the wrong piece, email us within 48 hours of delivery with photos.

You can choose: full refund (including original shipping), or a replacement at no additional charge. We pay return shipping.

We do not process direct exchanges. Please return the item for a refund, then place a new order. This keeps the process clean and fast.

We will provide the return address after you contact us — please do not return to the address shown on the original parcel.

The Whisper of Wood sources, curates, and ships agarwood-based products including jewelry, incense, essential oils, and personal care. We are an international retailer and ship worldwide.

We work directly with established agarwood suppliers in Vietnam, China, and Southeast Asia. Every product is hand-inspected. Material descriptions (e.g. "Kynam", "Sinking-Grade", "Phu Son Red Earth") reflect our supplier's grading and our own scent verification.

Agarwood is a natural material. Color, grain, scent intensity, and finish vary piece to piece. The product you receive may differ slightly from photography.

All prices are in USD. Prices may change without notice. Payment is processed at checkout via Shopify Payments, PayPal, Shop Pay, Apple Pay, or Google Pay. We do not store your payment details.

Placing an order is an offer to purchase. We reserve the right to refuse or cancel any order — including for suspected fraud, inventory error, or pricing error. If we cancel your order, we refund in full within 5 business days.

All content on this Site — product photography, descriptions, "The Whisper of Wood" name, logo, and graphic identity — is owned by The Whisper of Wood. You may not reproduce, redistribute, or use any of it without our written permission.

You may not use the Site or our products in any way that:

• violates law
• infringes our intellectual property
• attempts to disrupt our operations
• resells our products without prior authorization

Agarwood is regulated under CITES Appendix II. By purchasing, you confirm that you are legally permitted to receive agarwood in your country, and you accept responsibility for any local import requirements.

For high-value pieces ($1,000+), we may request additional information about the intended destination to ensure compliant export documentation.

Our products are aromatic and decorative. They are not medical devices, cosmetics with claimed health effects, or therapeutic products. Cultural and traditional context mentioned on the Site is for descriptive purposes only and has not been evaluated by any health authority.

To the maximum extent permitted by law, The Whisper of Wood is not liable for indirect, incidental, or consequential damages arising from use of the Site or our products. Our maximum liability is limited to the amount you paid for the product in question.

These Terms are governed by the laws of Hong Kong. Any dispute will be resolved through arbitration in Hong Kong.

We may update these Terms at any time. The current version on the Site applies to any order placed after that version's publication date.