Shipping Policy

Last updated: August 26, 2026

Ceylon Spice Garden ships selected products internationally from Sri Lanka.

This Shipping Policy explains order processing, shipping methods, delivery estimates, tracking, customs responsibilities, address requirements, delayed or lost shipments, damaged parcels, undeliverable shipments, and other shipping-related matters.

Available shipping methods, shipping charges, and estimated delivery times are displayed at checkout based on factors including your delivery address, order weight, selected products, and any applicable shipping promotion.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

1. Shipping Destinations

We ship to many international destinations.

Shipping availability may vary depending on:

• Destination country

• Product type

• Package weight

• Postal or courier availability

• Import restrictions

• Customs requirements

• Temporary carrier restrictions

If a destination or shipping method is available at checkout, it is generally available for the products currently in your cart.

We reserve the right to contact you before dispatch if we identify a shipping, customs, address, product-restriction, or carrier issue that prevents us from reasonably shipping the order as submitted.

2. Shipping Rates

Shipping charges are calculated and displayed at checkout unless the order qualifies for a free-shipping promotion.

Shipping rates may depend on:

• Destination

• Package weight

• Package dimensions

• Selected shipping method

• Product type

• Carrier

• Promotional offer

The shipping price displayed and accepted at checkout is the shipping charge applicable to the order unless the order is subsequently changed at the customer's request.

3. Free Shipping and Shipping Promotions

Certain products, bundles, order values, destinations, or promotional offers may qualify for:

• Free Standard Tracked Shipping

• Free Express Shipping

• Discounted shipping

• Another shipping benefit

The shipping option displayed at checkout is the applicable shipping method or benefit for that order.

Shipping promotions:

• Apply only to eligible orders and destinations

• May be subject to product, weight, quantity, or destination requirements

• Cannot normally be exchanged for cash

• Cannot normally be transferred to another order

• May be changed or discontinued for future orders

A promotion already validly applied to a completed order will not be removed solely because the promotion later ends.

4. Order Processing

Most retail orders are prepared and dispatched within approximately 3–5 business days.

Business days exclude weekends and Sri Lankan public holidays.

Orders placed during weekends or public holidays will generally begin processing on the next business day.

Some orders may require additional processing time, including:

• Bulk orders

• Wholesale orders

• Large-volume orders

• Custom orders

• Private-label orders

• Orders requiring special preparation

• Orders requiring specific documentation

• Orders containing products temporarily awaiting preparation or availability

Processing time is separate from delivery/transit time.

5. Shipping Confirmation

Once an order has been dispatched, we will normally send a shipping confirmation containing tracking information where tracked shipping is used.

A shipment is considered dispatched when it has been handed to or accepted by the postal service, courier, freight provider, or other applicable carrier.

6. Estimated Delivery Times

Estimated delivery times begin after dispatch, not from the date the order is placed.

Typical estimated transit times are:

Standard Tracked Shipping

Usually approximately 7–12 business days after dispatch, depending on the destination.

Express Shipping

Usually approximately 5–7 business days after dispatch, depending on the destination.

These are estimates and are not guaranteed delivery dates unless Ceylon Spice Garden expressly agrees in writing to a guaranteed delivery service.

Actual delivery time can be affected by factors including:

• Customs inspections

• Customs clearance

• Security inspections

• Carrier delays

• Postal congestion

• Weather

• Public holidays

• Local delivery conditions

• Destination-country postal networks

• Flights and transportation availability

• Incorrect or incomplete delivery information

• Import restrictions

• Events outside our reasonable control

Nothing in this section removes any mandatory consumer rights relating to excessively delayed or undelivered orders.

7. Tracking

Where tracked shipping is provided, a tracking number will be supplied after dispatch.

Tracking information may not update immediately after the parcel is handed to the carrier.

International tracking can sometimes show limited information while:

• The parcel is between countries

• The shipment is awaiting customs clearance

• The parcel is transferred between postal networks

• The destination postal service has not yet scanned the shipment

A temporary lack of tracking updates does not necessarily mean the parcel has been lost.

International shipments may be transferred from the original carrier to the destination country's postal or delivery network for final delivery.

8. Tracking an International Shipment

Customers are encouraged to monitor tracking after dispatch.

Tracking information may be available through:

• The originating carrier

• The destination postal service

• A courier

• Another delivery partner

Tracking events and terminology vary between carriers and countries.

If you believe your parcel has stopped moving for an unusually long period, please contact us at:

support@ceylonspicegarden.com

and include your order number.

9. Delayed Shipments

International shipments can occasionally take longer than the estimated delivery period.

A parcel should not automatically be considered lost solely because it has exceeded the estimated delivery time.

If a shipment is materially delayed, please contact us.

We may:

• Review tracking information

• Contact the carrier or postal service

• Request an investigation

• Ask for reasonable information needed to investigate delivery

• Determine whether the parcel remains in transit, is awaiting customs clearance, was delivered, was returned, or appears to be lost

Where applicable law provides specific rights regarding delayed delivery, those rights remain unaffected.

10. Lost Shipments

If tracking does not show successful delivery and a shipment appears to have been lost, please contact us at:

support@ceylonspicegarden.com

Please include your order number.

We may investigate the shipment with the applicable postal service or carrier.

Depending on the circumstances, an investigation may include review of:

• Tracking records

• Carrier scans

• Delivery records

• Shipping address

• Customs information

• Postal inquiries

• Carrier correspondence

• Other relevant shipment information

If a shipment is confirmed or reasonably determined to have been lost before delivery, we will provide an appropriate remedy in accordance with applicable law and the circumstances.

This may include:

• Reshipment

• Replacement

• Refund

Where Ceylon Spice Garden selected and arranged the carrier, responsibility for loss before delivery will be handled according to applicable consumer law.

We will not require a customer to waive mandatory consumer rights while a carrier claim is being processed.

11. Packages Marked Delivered but Not Received

If tracking states that your parcel was delivered but you cannot locate it, please check, where appropriate:

• With other members of your household

• Around the delivery location

• With reception or mailroom staff

• With your building manager

• With neighbors if parcels are commonly accepted on your behalf

• With the local postal office or delivery facility

Please then contact us promptly if the parcel remains missing.

We may investigate the delivery using information such as:

• Carrier tracking

• Delivery date and time

• Delivery scans

• Delivery photographs, where available

• Signature information, where available

• GPS or delivery-location information, where available

• Shipping address

• Carrier correspondence

• Customer communications

A carrier's "delivered" tracking status is relevant evidence of delivery, but it does not automatically determine the outcome if credible evidence indicates that the shipment may have been misdelivered or otherwise not received.

Claims will be assessed based on the available evidence and applicable law.

12. Damage During Shipping

Please inspect your parcel when it arrives.

If the package or product appears to have been damaged during transit, contact:

support@ceylonspicegarden.com

as soon as reasonably possible.

Where available, please provide photographs showing:

• Outer shipping package

• Shipping label

• Internal packaging

• Damaged product

• Product label

• Nature of the damage

Please retain the product and packaging while the claim is being reviewed.

If we determine that the product was materially damaged before delivery, we will provide an appropriate remedy in accordance with our Return & Refund Policy and applicable law.

Depending on the circumstances, this may include:

• Replacement

• Reshipment

• Partial refund

• Full refund

Where Ceylon Spice Garden arranged the carrier and remains legally responsible for the shipment, the customer will not be required to resolve the carrier claim independently as a condition of exercising mandatory consumer rights.

13. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully verify:

• Recipient name

• Street address

• Apartment, suite, unit, or building number

• City

• State, province, or region

• Postal or ZIP code

• Country

• Phone number

• Email address

where applicable.

Ceylon Spice Garden is not responsible, to the extent permitted by applicable law, for additional costs or delivery failures directly caused by inaccurate or incomplete information supplied by the customer.

This may include:

• Delivery delays

• Misdelivery

• Return to sender

• Address-correction charges

• Additional shipping charges

• Carrier handling charges

This limitation does not apply where Ceylon Spice Garden or a service provider acting on our behalf incorrectly entered, modified, or transmitted accurate shipping information originally provided by the customer.

14. Address Changes

If you need to change your delivery address, contact:

support@ceylonspicegarden.com

as soon as possible.

We can generally change an address only before the order has been dispatched.

Once a parcel has been dispatched, we cannot guarantee that the carrier will allow:

• Address changes

• Parcel redirection

• Delivery interception

If a carrier permits a customer-requested address change after dispatch, additional carrier charges may apply.

15. Customs, Import Duties, Taxes, and Fees

International orders may be subject to:

• Import duties

• VAT

• Goods and services taxes

• Customs taxes

• Customs clearance fees

• Brokerage charges

• Handling fees

• Other charges imposed by the destination country

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge.

Such charges are normally imposed by local customs authorities, postal services, couriers, or other governmental or delivery authorities and are outside Ceylon Spice Garden's control.

Customers are responsible for paying applicable import charges where legally required, unless we expressly state that such charges are included.

16. Customer Customs Responsibilities

Customers are responsible for reasonably cooperating with customs and delivery requirements in their destination country.

This may include:

• Providing requested identification or information

• Responding to customs notices

• Paying applicable duties or taxes

• Completing required import procedures

• Collecting a parcel where required

• Communicating with the local postal or courier service

Failure to complete required customs procedures can result in:

• Delay

• Return to sender

• Abandonment

• Destruction

• Additional carrier or customs fees

Any refund or reshipment in these circumstances will depend on the facts of the case and applicable law.

17. Our Customs and Shipping Documentation Responsibilities

Ceylon Spice Garden will make reasonable efforts to accurately complete shipping and customs documentation that we are responsible for preparing.

Where applicable, this may include information concerning:

• Contents

• Quantity

• Product description

• Declared value

• Country of origin

• Other required shipment information

Customer responsibility for import requirements does not excuse an error by Ceylon Spice Garden in documentation that we are responsible for completing.

If a customs or delivery problem resulted directly from a material documentation error attributable to Ceylon Spice Garden, we will review the matter and provide an appropriate remedy where required.

18. Import Restrictions

Import regulations differ between countries and may change without notice.

Some countries may restrict or prohibit the importation of certain:

• Foods

• Herbs

• Botanicals

• Flowers

• Seeds

• Plant materials

• Spices

• Agricultural products

Customers should consider applicable destination-country import requirements before placing an order.

Where we become aware before dispatch that a product cannot reasonably be shipped to a particular destination, we may contact the customer, remove the affected item, cancel the affected shipment, or issue an appropriate refund.

Nothing in this section permits us to knowingly misdescribe a product for customs purposes or removes responsibility for documentation errors attributable to Ceylon Spice Garden.

19. Customs Holds

Customs authorities may inspect or temporarily hold international shipments.

A customs hold does not necessarily mean the shipment has been refused or lost.

If customs requests information that reasonably requires assistance from the sender, please contact us and provide the notice or request you received.

Where reasonably available and applicable, we may assist with relevant shipment documentation.

Customs decisions and processing times are controlled by destination-country authorities and are generally outside our direct control.

20. Customs Refusal or Failure to Clear

If a parcel is returned, refused, abandoned, confiscated, or destroyed by customs, we will review the circumstances individually.

Relevant factors may include whether the issue resulted from:

• A destination-country import restriction

• Failure by the recipient to complete required customs procedures

• Failure to pay applicable import charges

• Incorrect information supplied by the customer

• Documentation error attributable to Ceylon Spice Garden

• Carrier error

• Another cause

Any refund, replacement, or reshipment will be determined according to the circumstances and applicable law.

21. Refused Deliveries

If a customer refuses delivery for reasons unrelated to a defect, incorrect product, shipping damage, or another error attributable to Ceylon Spice Garden, the parcel may be returned to us.

We will review any refund after the returned parcel has been received where a physical return occurs.

Where permitted by law, applicable costs may be deducted from any amount otherwise refundable, including:

• Original shipping charges

• Return shipping charges

• Carrier charges

• Customs charges

This section does not limit rights applicable to legally valid cancellation, defective goods, materially misdescribed goods, or another problem for which Ceylon Spice Garden is responsible.

22. Unclaimed Parcels

Customers are responsible for responding to reasonable carrier or postal notices and collecting parcels when collection is required.

If a parcel is returned because it was not collected or claimed, we will contact the customer after receiving the returned parcel where reasonably possible.

The customer may request reshipment, subject to:

• Product condition

• Product safety

• Import requirements

• Payment of applicable reshipping costs

Where a refund is requested instead, any refund will be assessed according to the Return & Refund Policy, circumstances of the return, and applicable law.

23. Returned-to-Sender Parcels

A parcel may be returned to sender for reasons including:

• Incorrect address

• Incomplete address

• Unclaimed shipment

• Refused delivery

• Failed delivery attempts

• Customs issue

• Import restriction

• Carrier error

Once a returned parcel reaches us, we will review:

• Reason for return

• Condition of the parcel

• Condition and integrity of the product

• Shipping costs

• Return costs

• Customs charges

• Whether Ceylon Spice Garden caused or contributed to the return

• Applicable consumer law

Depending on the circumstances, we may offer:

• Reshipment

• Refund

• Partial refund

• Another appropriate resolution

24. Reshipping Costs

If reshipment is required because of an error attributable to Ceylon Spice Garden, we will cover reasonable reshipping costs.

If reshipment is required because of circumstances attributable to the customer, such as an incorrect address supplied by the customer or failure to collect the parcel, additional shipping charges may apply where permitted by law.

We will normally confirm applicable reshipping charges before sending the parcel again.

25. Original Shipping Charges

Original shipping charges are generally non-refundable for ordinary customer-requested or change-of-mind returns except where applicable law requires otherwise.

Original shipping charges may also be non-refundable, where permitted by law, when a shipment is returned because of:

• An incorrect address supplied by the customer

• Refused delivery unrelated to a valid product claim

• Failure to collect an available parcel

• Failure to complete required customs procedures

• Failure to pay applicable import charges

However, this rule does not automatically apply when:

• The shipment was lost before delivery

• The shipment was materially damaged before delivery

• We sent the wrong product

• We sent the parcel to an address different from the address correctly supplied by the customer

• A material shipping or documentation error was attributable to Ceylon Spice Garden

• The goods were defective or materially not as described

• Applicable law requires the shipping charge to be refunded

Any required refund of shipping charges will be handled in accordance with the circumstances and applicable consumer law.

26. Express and Priority Shipping Charges

If a customer voluntarily selects an express, priority, expedited, or other upgraded shipping service, the additional cost of that upgrade may be non-refundable where permitted by law.

This does not apply where:

• Ceylon Spice Garden failed to provide the selected shipping service

• The shipment was affected by an error attributable to us

• Applicable law requires reimbursement

Carrier transit delays do not automatically mean that an express shipping charge must be refunded where the service purchased was an estimated rather than guaranteed delivery service.

27. Delivery Attempts

Depending on the destination and carrier, delivery may require:

• Recipient availability

• Signature

• Collection from a postal facility

• Customs clearance

• Payment of import charges

Customers should monitor tracking and carrier notifications after dispatch.

If a parcel cannot be delivered because required customer action was not completed, the resulting costs or return may be treated according to the sections concerning unclaimed or returned parcels.

28. Signature on Delivery

Some shipments may require or include signature confirmation.

Where signature confirmation is used, the signature or carrier delivery record may be used as evidence of delivery.

A signature or delivery record is relevant evidence but does not override mandatory consumer rights or prevent investigation where credible evidence indicates a delivery error.

29. Delivery to a Third Party or Designated Location

If the customer instructs or authorizes a carrier to deliver to:

• Another person

• Reception

• Mailroom

• Parcel locker

• Collection point

• Neighbor

• Another designated safe location

delivery to that authorized person or location may constitute delivery to the extent permitted by applicable law.

The effect of such authorization will depend on the customer's instructions, carrier records, and applicable law.

30. Customer-Arranged Carriers

For ordinary retail orders, Ceylon Spice Garden normally selects or offers the available shipping methods.

If a customer independently arranges and commissions their own carrier, responsibility and transfer of risk may differ from shipments where Ceylon Spice Garden arranged the carrier.

Any such arrangement should be agreed with us before collection.

Mandatory consumer-law requirements remain unaffected.

31. Wholesale and Bulk Shipments

Wholesale, commercial, freight, high-volume, or business-to-business orders may be subject to separate shipping terms included in:

• Quotations

• Proforma invoices

• Commercial invoices

• Purchase agreements

• Incoterms

• Freight agreements

• Other written arrangements

Where separate shipping terms have been expressly agreed for a wholesale or business transaction, those terms may take precedence over this retail Shipping Policy to the extent permitted by law.

32. Relationship With Our Return & Refund Policy

Shipping-related refunds and returns may also be governed by our Return & Refund Policy.

For example, different rules may apply where:

• A product is defective

• A product is damaged

• An incorrect product was sent

• A product is materially not as described

• A customer makes a voluntary change-of-mind return

• A parcel was lost or undelivered

Where the Return & Refund Policy provides a remedy required by applicable law, this Shipping Policy does not remove that remedy.

33. Payment Disputes and Shipping Records

If you experience a delivery problem, we encourage you to contact us first at:

support@ceylonspicegarden.com

so we can investigate the shipment.

If a payment dispute, chargeback, or other payment-provider inquiry is opened concerning delivery, we may provide relevant information to the payment provider or card issuer, including:

• Order details

• Shipping address

• Tracking number

• Carrier information

• Delivery status

• Delivery confirmation

• Signature records where available

• Delivery photographs where available

• Carrier correspondence

• Customs records

• Customer communications

• Return records

• Refund records

• Other relevant fulfillment information

Nothing in this section requires a customer to waive a lawful right to contact their payment provider.

34. Mandatory Consumer Rights

International customers may have mandatory rights concerning:

• Delivery

• Delayed delivery

• Lost goods

• Damaged goods

• Cancellation

• Refunds

• Transfer of shipping risk

Where applicable law provides a right that conflicts with or is more favorable to the customer than a provision of this policy, the mandatory legal requirement will apply.

Nothing in this Shipping Policy excludes or limits any consumer right that cannot legally be excluded or limited.

35. Contact Us

For shipping questions, tracking assistance, delayed parcels, lost shipments, customs-document requests, or delivery concerns, contact:

Ceylon Spice Garden

Email: support@ceylonspicegarden.com

Please include your order number and, where applicable, your tracking number so we can assist you efficiently.