FAQ Statements
Providing answers to frequently asked questions about our ordering process, payment policies, shipping information and products.  

Is there a minimum order requirement?
Answer: No, order what you need.

How do I order?
Answer: You can place an order by e-mail, fax or mail. We will reply with the cost of the item(s). We will also suggest how the order can be delivered and those costs. If and when you confirm the order and tell us which mode of transport you prefer we will confirm the total cost.

Can you deliver by mail and how long does it take?
Answer: Yes, most of the smaller orders we receive are delivered by mail. Deliveries by mail are not subject to any handling or freight forwarding charges. Orders under $200. in value are not charged import duties by U.S. Customs. For more information on U.S. Postal Customs please see 'International Mail Imports' at http://www.cbp.gov/xp/cgov/toolbox/publications/travel/

There are three choices:

Air Mail     - about 1 week
SAL          - about 3 weeks
Surface Mail - 3 to 4 months

Are there any postal restrictions on weight and length?
Answer: Yes, the maximum weight per parcel is 30 kilograms or 66 pounds. Orders exceeding the weight limit are packed in two or more parcels. Length restriction is 1.5 meters or 59 inches and this is a greater problem.

The length restriction means that handrails 6 loop and up, pinrails, moldings and a few other items cannot be delivered by mail. You may be able to avoid the length restriction on pinrails and moldings by asking us to cut these to the dimension you actually require (or overcut to allow you to trim). There is no charge for the cutting.

How will you deliver small orders which exceed the postal length limitations?
Answer: Because of the minimums involved with both air and sea freight, a courier service is usually the only solution. Although not cheap it has the advantage of being door to door service without freight forwarding charges on either side. Currently FedEx offers the most competitive service. 

Is there anything that can be done to overcome the postal length restrictions?
Answer: Possibly, if you need long handrails, 6 loop or up, you might consider using two shorter handrails rather than one long one. Our pinrails are supplied in 5 and 7 feet sections; the moldings are in 6-1/2 feet sections. You can ask us to cut these to lengths about or exactly what you required. No charge for this service. Or, you can suggest that we start manufacturing and stocking a new standard length - say 4-1/2 feet. Tell us what you think; we will listen!

How do I make payment?
Answer: We ask for payment, payable to Thai Teak Marine Co. Ltd., prior to shipping, by Bank Draft/Cashiers Check, Money Order or US$ Check air mailed to our street address in Thailand. The full address can be found at the bottom of our email message.

How do I know which is the best way to ship my order?
Answer: We will suggest the best alternatives and you can decide which best suits your needs.

Should I prepay the freight charge or ask you to ship collect?
Answer: Mail charges must be prepaid. Courier service can be collect if you have an account with them. Sea and air freight can be delivered either prepaid or collect, but we strongly suggest you choose the prepaid option. We once had a situation where the airline or the forwarder, at the destination, made a typing mistake resulting in the customer being overcharged. He complained, we complained and the mistake was finally corrected. If the freight is prepaid mistakes like that cannot happen!

Is there a packing and/or handling charge or any other cost I should know about?
Answer: There is no packing or handling charge, both are provided as a service. With either AIR FREIGHT or SEA FREIGHT there is an additional charge of US$95.00, per shipment, to cover the high fixed cost of FREIGHT FORWARDING in Thailand. If the value of the order is US$2500. or over then we pay this ourselves. FUMIGATION is now mandatory for SEA FREIGHT shipments. The additional cost is US$42.25 except for Australia which is US$49.17.

Please tell me something about sea freight and the cost?
Answer: There is a minimum charge for all sea freight shipments based on a volume of 1 cubic meter or 35.315 cubic feet. Below is a list of various world destinations. If you want a quote for a port not listed, please ask. The below freight costs do not include FREIGHT FORWARDING or FUMIGATION charges.

Please tell me something about air freight and the cost?
Answer: There is not a great deal of difference in the cost of air freight between North America and Europe. North American destinations fall in the low range and European in the high range. The below prices do not include the $60. freight forwarding charge. 

Major worldwide airports - 1 to 7 kgs. - minimum $45.
Major worldwide airports - 7 to 45 kgs. - $5.50 to $7.05/kgs.
Major worldwide airports - +45 kgs.  - $3.13 to $4.70/kgs.

Is there anything I can do to economize on the cost of forwarding and air/sea freight charges?
Answer: Yes, you can consolidate a group of orders  into one shipment. If a group of friends, members of a yacht club, a yacht repair shop and the customers or any group consolidates their requirements and places one order, at the minimum the group will save $95 for each additional person participating. If the order exceeds $2500. then the $95. freight forwarding charge is waived as well. And if the volume justifies the use of sea freight (minimum sea freight charges based on volume of 1 cubic meter or 35.32 cubic feet) even greater savings are available.

Is there anything I can do to economize on the cost of forwarding on my side?
Answer: Yes, if you clear the shipment through customs yourself and avoid the service and charges of a freight forwarding service. It sounds intimidating, but I just had an e-mail from a customer in the U.S. who did just that and she had no previous experience. Her comment was "the documents were easy to process and the customs clearance process was a snap".

Can you tell me something about customs clearance. I intend to clear the order through customs myself?
Answer: For our customers in the U.S. please see the official Customs website information - [Click here], where you will find all the information you will need to do this yourself. For our customers in other countries, we have started to research customs information more widely and as we find relevant information on other countries' customs regulations we will post that as well.  For Canada this connection might help - [Click here] and likewise for the Netherlands try this - [Click here]. For those of you 'down under' please see the Australian Customs Service website - [Click here].

What is your return policy?
Answer: Any item can be returned for full cash/credit refund for any reason, in original unused/undamaged condition, within 90 days of purchase.

If I'm coming to Bangkok or have a friend who is visiting Thailand, can I place an order, pick it up from your office and pay cash then?
Answer: Yes, give us as much advance warning as possible and we will have it prepared for you. Cash payment in any convertible currency will be fine.

I intend to place a substantial order and I don't feel comfortable prepaying by check/draft/money order. What should I do?
Answer: Have your bank organize for payment by
'Irrevocable Letter of Credit'.