Shipping & Service Commitment
Last updated: April 2026 · ceylonspicegarden.com
We are a Sri Lankan-owned export brand, not a marketplace reseller. Every order ships direct from our facility in Sri Lanka, packed and verified by our team before it leaves. Below are our exact service commitments — the specific standards we hold ourselves to on every order, every time.
Orders dispatched within 3–5 business days. Tracking sent by email the moment your order ships.
Delivery in 5–7 business days after dispatch to the USA, UK, EU, and Australia via DHL, UPS, or Sri Lanka Post EMS.
Every support message answered within 24 hours on business days — no tickets, no bots.
Full refund, store credit, or free reship on any order that arrives damaged, incorrect, or below standard. No argument, no hassle.
Order Processing & Dispatch
Once your payment is confirmed, our team begins preparing your order. All orders are dispatched within 3–5 business days. Business days are Monday–Friday, excluding Sri Lankan and international public holidays.
You will receive an email with your tracking number as soon as your order is handed to the carrier. If you have not received a tracking number within 6 business days of ordering, contact us and we will investigate immediately.
Wholesale and bulk orders may require additional processing time depending on volume and documentation requirements. We will confirm your exact dispatch date at the time of order confirmation.
Shipping Carriers
We ship with three carriers depending on your location and the service selected at checkout:
| Carrier | Best For | Tracking |
|---|---|---|
| DHL Express | USA, UK, EU, Australia — fastest option | Full real-time tracking |
| UPS | USA, Canada, EU — reliable commercial deliveries | Full real-time tracking |
| Sri Lanka Post EMS | Standard international — economical option | Tracking at major checkpoints |
Estimated Delivery Timeframes
The timeframes below are from the date of dispatch, not the date of order. Allow 3–5 business days processing before your order ships.
| Region | After Dispatch | Total from Order |
|---|---|---|
| United States | 5–7 business days | ~8–12 business days |
| United Kingdom | 5–7 business days | ~8–12 business days |
| European Union | 5–7 business days | ~8–12 business days |
| Australia | 5–7 business days | ~8–12 business days |
| Rest of World | 7–14 business days | ~10–19 business days |
These are estimates under normal conditions. Delays can occur during peak seasons, customs inspections, or local public holidays. If your order exceeds the upper end of the estimated window, contact us and we will follow up with the carrier on your behalf.
Customs & Import Duties
All orders are shipped with accurate commercial invoices and correct HS codes for Sri Lankan spices, herbs, and botanicals. For wholesale orders we provide full documentation on request including Certificates of Origin, phytosanitary certificates, and COAs.
Import duties and taxes are the responsibility of the buyer and vary by country. If you are unsure of the duty rates for your country, contact us before ordering and we will advise based on our experience shipping to your region.
Quality Guarantee
Every product we ship is sourced directly from certified farms in Sri Lanka and tested for species authenticity, coumarin content (for cinnamon), heavy metals, and microbial safety. If what arrives does not match what we described — in quality, in species, or in condition — we take full responsibility.
Quality issues we cover without question:
- Product arrived damaged or broken in transit
- Wrong item or incorrect quantity received
- Product does not match the description, grade, or specification listed
- Packaging compromised — tears, moisture damage, or seal failure
- Aroma, colour, or texture clearly below standard on arrival
Refunds, Reships & Returns
How to raise an issue
- Email support@ceylonspicegarden.com within 14 days of delivery
- Include your order number and a brief description of the problem
- Attach a photo if the issue is visible — damaged packaging, wrong product, etc.
- We will reply within 24 hours with your resolution options
Your resolution options
Full refund — returned to your original payment method within 5–7 business days of approval.
Store credit — added to your account immediately, valid with no expiry date.
Free reship — replacement order sent at no cost, dispatched within 3–5 business days of claim approval.
The choice is always yours. We do not require you to return the product before processing your resolution — for most retail orders, we resolve first.
Wholesale orders
For bulk and wholesale orders, retain the original packaging and product for inspection. Contact us within 14 days of receipt. Resolution is handled case-by-case and we will work with you directly to reach a fair outcome.
Customer Support
We respond to every message within 24 hours on business days (Monday–Friday, Sri Lanka time GMT+5:30). Every reply comes from our team — no automated bots.
For the fastest response, include your order number in the subject line.
Frequently Asked Questions
How long from ordering to receiving my parcel?
Allow 3–5 business days for us to prepare and dispatch your order, plus 5–7 business days for delivery to the USA, UK, EU, and Australia. Total from order to delivery is typically 8–12 business days.
Will I receive a tracking number?
Yes. You will receive an email with your tracking number as soon as your order is dispatched. If you have not received tracking within 6 business days of ordering, contact us and we will check the status immediately.
My order is late. What should I do?
If your order has not arrived within the estimated window, email us with your order number. We will contact the carrier directly and give you a status update within 24 hours. If the shipment is confirmed lost, we will reship or refund in full.
Can I change my shipping address after ordering?
If your order has not yet been dispatched, we can update your address. Email us as soon as possible with your order number and the correct address. Once dispatched, address changes are subject to carrier policies and may incur a fee.
What if I am not satisfied with the quality?
Contact us within 14 days of delivery. We offer a full refund, store credit, or a free reship — whichever you prefer. We do not require you to return the product for most retail orders. If it is not right, we make it right.
Do you ship to all countries?
We ship to most countries worldwide. Some destinations have import restrictions on specific botanicals. If you are unsure whether we can ship to your country, contact us before placing an order.
Are you a Sri Lankan tourist spice garden?
No. Ceylon Spice Garden is a Sri Lankan-owned export brand shipping lab-tested, export-grade spices and botanicals directly to consumers and wholesale buyers worldwide. We are not affiliated with any tourist attraction or roadside spice garden.
This page reflects our current service standards as of April 2026.