Delivery

We ship worldwide from Thailand using Thailand Post’s ePacket service. This method offers a reliable balance of cost, speed, and tracking for small to medium parcels, making it ideal for international e-commerce.

Automatic calculation: At checkout, shipping is automatically calculated based on the combined weight of your items and your shipping address.
We do not make any profit on shipping costs — what you pay is simply what the post service charges us. Please note that this is a preliminary calculation: in most cases it is accurate, but if the actual postage charged by Thailand Post is higher or lower, we may adjust the shipping cost accordingly and notify you.

Shipping Method – ePacket

  • Weight limit: Up to 2 kg per parcel (including packaging). For the United Kingdom, the limit is 5 kg.

  • Pricing: Shipping costs are calculated in 500 g increments (any fraction is rounded up to the next 500 g).

  • Multiple parcels: If your order weighs more than the parcel limit (2 kg, or 5 kg for the UK), we will split it into multiple packages. Each package is charged shipping separately. In such cases, you may receive your order in more than one delivery, and parcels may arrive a few days apart.

  • Tracking: All ePacket shipments include a tracking number with updates throughout transit. Tracking numbers are provided via email once dispatched and can be tracked on Thailand Post’s website or via your local postal service once it enters your country.

  • Delivery time: Varies by region. Within Asia, it usually takes around 3–10 days, while Europe and North America normally take 1–2 weeks but may take 3-4 weeks depending on customs and regional postal service speed.

  • Customs documentation: Each package includes the required CN22 customs form. To protect your privacy, we describe products in general terms (e.g., “herbal tea,” “spices,” “herbal tonic”) rather than listing every detail.

Fresh Rhizomes & Perishable Goods

Please note that fresh rhizomes and other perishable goods are shipped at the customer’s own risk. We pack all fresh rhizomes carefully and we have tested our own transit times to conclude that they will retain their vitality if no unexpectedly long customs clearance processes occur. Rhizomes are a part of the plant made for lasting long times in adverse environments, so there is normally no problem. However, we cannot absolutely guarantee freshness on arrival due to unexpectedly long international transit times and/or customs inspections.

Customs, Duties & Import Regulations

  • Customers are responsible for all customs duties, VAT/GST, import taxes, and brokerage fees in their country.

  • Customs regulations vary widely. Some items sold legally in Thailand may be restricted or prohibited in other countries. Please check your local import rules before placing an order.

  • It is the customer’s responsibility to ensure the products they order are legal to import into their country. We cannot refund or replace items seized by customs.

  • We cannot provide refunds for packages delayed, rejected, or confiscated by customs. If a package is returned to us in sellable condition, we may issue a refund of the product price minus shipping and any additional fees incurred.

Custom Fees

We are not responsible for any fees charged by the customs of your country. As the importer of goods and services, you are responsible for any custom fees, if applicable. When you refuse to pay custom handling and VAT tax upon delivery, the parcel will be returned to us or destroyed. In case of a physically returned parcel, we will refund you only 70% of the order value (excluding shipping fee). The reason for this is that we need to incur costs for return, import and handling of the to-be-returned parcel. When a returning parcel is lost, we unfortunately cannot refund you.

Delivery Times

Transit times can vary due to customs clearance and local postal networks. While Thailand Post aims to deliver ePacket parcels within 2 weeks, please allow up to 3–4 weeks for some destinations. International shipments may occasionally be delayed due to customs clearance or other postal issues outside our control. We appreciate your patience.

Undeliverable Packages

We are responsible for correctly stating your shipping address on the parcel as provided by you. In the event that packages cannot be delivered by your local post office, given that we have correctly stated the shipping address, you are responsible for the damages arising from such an event. EastWest Organics will not provide any refunds for such financial loss. Sometimes parcels will be returned to us when undeliverable. In such a case, we will refund you the total order value minus the actual shipping cost that was charged to us. This actual shipping cost might differ from the flat rate that is displayed on our website.

Parcel Pickup

For some countries, the local post office might require you to pick up your parcel at a specific pickup location. If this is the case, you are responsible for collecting the parcel. If you reject the parcel, then your order will not be eligible for any refunds from us.

Order Handling

  • Orders are processed Monday to Friday during business hours in Thailand.

  • You will receive a confirmation email with tracking information once your order has been dispatched.

Questions?

If you have questions about shipping or need help tracking your order, contact us at:
📩 info@eastwestorganics.com