Shipping policy

Shipping & Regulatory Policy

1. Domestic (Singapore)

Domestic standard delivery typically takes 3 to 5 working days. For expedited service, expect delivery within 1 to 2 working days.

  • Sale Periods: During peak sale periods or new collection launches, order processing and delivery may take an additional 2–4 business days.

  • A confirmation email will be sent immediately upon placing your order.

2. International

Confirmation of your order will be sent via email. Please note the following four areas regarding International Shipping:

A) Delivery Time & Carrier Handling

ABI Gaharu has limited control over the package once it departs our warehouse. Delivery estimates are not guarantees.

  • Undeliverable Packages: We are not liable for packages returned as undeliverable.

  • Safe Drop vs. Parcel Cards: If you are unavailable to receive the package, the carrier will determine if it is safe to leave it at your location. If deemed unsafe, a parcel card will be left with instructions for redelivery or pickup at your local post office.

  • Lost/Stolen Goods: We are not responsible for lost or stolen packages. If the courier provides "Proof of Delivery" but you have not received the item, you must file a complaint with your local courier service. ABI Gaharu is not liable for missing parcels resulting from errors made by the customer or the carrier.

B) Delivery Delays

During peak periods, dispatch may take longer. ABI Gaharu cannot offer compensation for unforeseen delays caused by couriers, as these are beyond our control. If you experience inconvenience due to courier delays, we recommend reaching out directly to the courier service for assistance.

C) Taxes, Duties, and Package Disposal

The prices listed do not include overseas duties or customs charges. These are imposed by your local customs office and are beyond our control.

  • Payment Responsibility: All applicable customs and import duties, fees, and taxes are the responsibility of the customer, even if the shipment is refused.

  • Customs Authority: Customs agents have the authority to delay or reject the release of your package.

  • Tax Refusal & Disposal: In the event of a tax refusal, the courier may choose to discard/dispose of the package. In such cases, we cannot issue a refund. ABI Gaharu cannot intervene to retrieve a package once a courier has decided to dispose of it.

  • Returns: If a refused package is returned to us, all return shipping costs, import fees, and additional charges will be deducted from any refund owed.

D) CITES & Mandatory Export Documentation

As our products (including Agarwood/Gaharu/Medang) are strictly regulated, international shipments require specialized legal documentation.

  • Permit Requirements: Shipments require a CITES Export Permit and may require Phytosanitary Certificates or other government-mandated documents.

  • Incurred Expenses: All costs for these permits, government application fees, and administrative charges are the sole responsibility of the customer. These fees are non-refundable once the application process has been initiated.

  • Order Cancellation & Deductions: Should a customer cancel an order after the permit application process has begun, ABI Gaharu reserves the right to deduct all incurred permit costs, government fees, and administrative expenses from the customer’s total refund.

  • Processing Delay: Obtaining these permits typically takes 14 to 21 working days. Shipping will only commence once all legal documentation is officially secured.