Shipping policy

Where we ship

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.

Shipping options & costs

Standard Tracked international post	$15 flat · free on orders over $75
Express Faster transit via priority carriers	$50 flat · roughly halves the transit time for most regions

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.

How long it takes

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

5–13 business days	Singapore, Vietnam, Japan, Hong Kong, UK, Germany, France, Netherlands, Belgium, Italy, Spain
10–22 business days	United States, Canada, Korea, Thailand, Malaysia, UAE, Saudi Arabia, Israel, New Zealand, Switzerland, Austria, Ireland, Sweden, Norway, Denmark, Finland
14–27 business days	Australia, Mexico, Southern Europe, Eastern Europe, Africa

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.

Tracking

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.

Customs, duties, and CITES

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 doesn't arrive

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.