Shipping policy

SHIPPING POLICY

Last updated: August 6, 2026

Silent Dao is operated by Hong Kong Zetao International Trade Co., Ltd.  (“Silent Dao,” “we,” “us,” or “our”). This Shipping Policy explains how orders placed through www.silentdao.cc are processed and delivered.

1. ORDER PROCESSING

Orders are normally prepared for shipment within 1–3 business days after payment has been successfully confirmed.

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

During holidays, new product launches, promotional periods, severe weather, customs disruptions or other periods of high order volume, processing may take longer. We will contact you if there is a significant delay affecting your order.

Processing time is separate from the estimated delivery time.

2. SHIPPING ORIGIN

Orders are currently prepared and dispatched from Guangzhou, China.

Depending on the destination, package size and selected delivery method, we may use international postal services, express couriers or specialist logistics providers.

3. SHIPPING DESTINATIONS

We ship only to destinations that are available at checkout.

Shipping availability may vary according to local import restrictions, carrier service coverage and regulations affecting incense or plant-derived aromatic products.

We reserve the right to cancel and refund an order if we are unable to ship the products legally or safely to the destination provided.

4. SHIPPING METHODS AND DELIVERY ESTIMATES

Available shipping methods, charges and estimated delivery times are displayed at checkout.

Delivery estimates begin after the order has been dispatched and are provided for guidance only. They are not guaranteed delivery dates.

International delivery may be affected by:

• Customs inspection or clearance
• Carrier delays
• Local postal conditions
• Severe weather or natural events
• Public holidays
• Remote-area delivery requirements
• Incorrect or incomplete delivery information
• Import restrictions or regulatory checks

Silent Dao is not responsible for delays outside our reasonable control, but we will provide available tracking information and reasonable assistance.

5. SHIPPING CHARGES

Shipping charges are calculated according to the destination, package weight, order value and selected shipping method.

Any free-shipping promotion applies only when expressly displayed on the product page, cart or checkout at the time of purchase.

Promotional shipping offers may exclude remote areas, restricted destinations or additional carrier surcharges.

6. TRACKING INFORMATION

When tracking is available, a shipping confirmation email containing the tracking number will be sent after dispatch.

Tracking information may require up to 48 hours to begin displaying movement after the parcel has been handed to the carrier.

Customers are responsible for monitoring tracking updates and responding promptly to delivery or customs requests.

7. CUSTOMS DUTIES, IMPORT TAXES AND FEES

International orders may be subject to customs duties, import taxes, brokerage fees, postal handling charges or other fees imposed by the destination country.

Unless duties and taxes are expressly shown as included or collected at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

Silent Dao does not control how local authorities calculate these charges and cannot guarantee the amount that may be assessed.

Customers are responsible for confirming that the products can be legally imported into their destination country before ordering.

If an order is refused, abandoned or returned because the recipient does not pay applicable import charges, any refund will be processed only after the parcel has been returned to us. Original shipping costs, return shipping costs, duties, taxes and carrier charges may be deducted from the refund to the extent permitted by law.

8. DELIVERY ADDRESS

Customers must provide a complete and accurate delivery address, telephone number and email address.

Please contact us as soon as possible if an address needs to be changed. We cannot guarantee changes after an order has entered processing or been dispatched.

Silent Dao is not responsible for delivery failure caused by:

• An incorrect or incomplete address
• An unavailable recipient
• Failure to collect the parcel
• Failure to respond to customs or carrier requests
• Refusal of delivery
• Address changes made directly with the carrier without our confirmation

Additional shipping charges may apply if an order must be resent.

9. LOST OR DELAYED PACKAGES

A parcel is not considered lost solely because it has exceeded the estimated delivery time.

If tracking has not updated for an extended period, please contact us at info@silentdao.cc. We may ask the carrier to begin an investigation.

Carrier investigations can take several business days or longer. Refunds or replacements for lost parcels will be considered after the carrier confirms the loss or after a reasonable investigation has been completed.

If tracking confirms delivery but the parcel cannot be found, customers should first:

• Check the delivery location
• Ask household members, neighbours or building management
• Contact the local carrier
• Confirm that the delivery address was correct

We will provide reasonable assistance, but we cannot automatically refund parcels confirmed as delivered unless the carrier establishes loss or misdelivery.

10. DAMAGED PACKAGES OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, defective or incorrect, contact us within 7 calendar days of delivery at info@silentdao.cc

Please include:

• Your order number
• A description of the issue
• Photographs of the product
• Photographs of the inner and outer packaging
• A photograph of the shipping label

Please retain all packaging until the claim has been resolved. We may be unable to process a carrier claim if packaging has been discarded.

11. UNCLAIMED, REFUSED OR RETURNED PACKAGES

Orders returned because they were unclaimed, refused, incorrectly addressed or not cleared through customs may be eligible for a refund after they are received and inspected.

Original shipping charges, return shipping charges, import fees, carrier handling charges and other non-recoverable costs may be deducted from the refund where permitted by law.

12. CONTACT

For shipping assistance, contact:

Silent Dao
Operated by: Hong Kong Zetao International Trade Co., Ltd.
Email: info@silentdao.cc
Business address: UNIT D18,3/F WONG KING IND BLDG NO.2 TAI YAU ST SAN PO KONG HONG KONG