FAQ - Questions and answers about Thai Teak Marine

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

Can I order direct?
Answer: Yes, we built the website with the intention to give the actual consumer the ability to do just that. We think of <www.thaiteakmarine.com> as a communications link between us, the manufacturer and you, the consumer. We have eliminated all the costs of traditional distribution, except for the cost of freight. We no longer have to rely on goods on a shelf in a store and you no longer have to look for that store. If you are reading this you have already accomplished the hard part!

Can I get a copy of your catalog?
Answer: Please have a look at our online catalog at http://www.thaiteakmarine.com/catalog/index.htm which can be downloaded in PDF format. If you need or would prefer a printed version, please send us your name and mailing address and we will air mail you a copy.

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 - 7 to 10 days
or SAL MAIL - about 4 weeks, but can be longer
or 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.

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'.