Shipping policy

Last Updated: April 26, 2026

1. Order Processing

All orders are processed within 2–5 business days. We do not ship on weekends or public holidays in Malaysia. For high-value or one-of-a-kind artisan agarwood, additional time may be required for secure specialized packaging and final precision inspection to ensure the integrity of your collection.

2. Shipping Method & Delivery Time

We ship worldwide via premium international carriers (FedEx, DHL, or UPS) to ensure safe and trackable transit.

Estimated Delivery Time : 7–15 business days.
Important Note : Delivery times are estimates only and are not guaranteed. MYSOUL WOODS is not responsible for delays caused by carrier operations, customs clearance processes, or international disruptions beyond our control.

3. International Duties, Taxes & Customs (DDU Terms)

All international orders are shipped on a Delivered Duty Unpaid (DDU) basis.

Customer as Importer : By placing an order, you act as the Importer of Record.
Duties & Taxes : The price paid at checkout does not include import duties, Value Added Tax (VAT), or brokerage fees. These charges are determined by your local customs authority and must be paid by you directly to the carrier or customs office.
Compliance & Documentation Support : MYSOUL WOODS will provide all necessary export authorizations and legal origin certifications required to facilitate international transit. However, the customer is responsible for presenting these documents to their local authorities and completing any required clearance procedures.

4. Shipment Confirmation & Tracking

A confirmation email with tracking details will be sent once your order is dispatched. Please allow up to 24 hours for tracking information to update on the carrier's website.

5. Signature Requirement

To ensure the security of natural treasures, all shipments require a direct signature upon delivery.

We do not ship to P.O. Boxes or unattended locations.
Delivery is considered fulfilled once the carrier provides signature confirmation, a delivery scan, or photo proof.
Delivery is defined as the time-stamp provided by the carrier's tracking system. We strongly recommend tracking your shipment closely to ensure someone is available to inspect the parcel immediately upon arrival.

6. Risk of Loss & Address Accuracy

Risk of loss transfers to the customer upon confirmed delivery. MYSOUL WOODS is not responsible for:

Lost or stolen packages after a confirmed delivery.
Delivery failures due to incorrect or incomplete shipping details provided by the customer.

7. Damage or Missing Items (Unboxing Protocol)

To maintain integrity and prevent fraudulent claims, we enforce a strict verification process for all claims:

Mandatory Evidence : You must provide a continuous, unedited unboxing video as primary evidence showing the package condition and the removal of the item.
Reporting Window : Issues must be reported to mysoulwoods.care@gmail.com within 48 hours of delivery.
Preservation : Retain all original packaging. Claims without clear video evidence or submitted after the 48-hour window will be declined.
Strict Reporting Window : Issues related to shipping damage, missing components, or physical breakage must be reported within 48 hours of delivery.
Conflict Clause : This 48-hour window for physical damage reporting supersedes the general 14-day inspection period for returns. Claims submitted after 48 hours for physical defects will be strictly declined.

8. Refusal, Non-Compliance & Failed Delivery

If a shipment is refused by the recipient, unclaimed, or returned due to failure to pay import duties or lack of cooperation with customs:

The customer is responsible for all original shipping fees, return shipping fees, and any import duties incurred upon the item’s return to Malaysia.
These costs, along with a 10% administrative fee, will be deducted from any potential refund.