SoulWood FQAs

Category 1: About Our Products & Quality

Q: What is agarwood?

A: Agarwood (also called oud or aloeswood) is a rare, resin-rich heartwood formed when Aquilaria trees are naturally infected by a specific mold. This is the tree’s natural defense mechanism—and the result is a dark, fragrant resin prized for centuries in perfumery, incense-making, and meditation. Its aroma is complex, captivating, and long-lasting, making it one of the most sought-after natural scents globally.Beyond its cultural and craft value, agarwood’s scent offers powerful therapeutic benefits that align with modern wellness and self-care needs—especially for scent-based relaxation and stress relief. When you inhale its warm, earthy aroma (whether from burning incense, using agarwood chips in a diffuser, or even holding a piece close), it works gently with your nervous system to quiet racing thoughts, ease everyday tension, and create a sense of calm. This “scent healing” is perfect for grounding moments: think unwinding after a long workday, softening pre-sleep anxiety, or adding a layer of calm to your mindfulness practice. Unlike synthetic fragrances that can feel overwhelming, agarwood’s natural aroma provides a subtle, sustainable sense of comfort—making it a favorite for anyone seeking to blend nature into their daily stress-relief rituals.

Q: How can I trust your agarwood is authentic?

A: Authenticity is non-negotiable for us—and we back it with transparency:

• Sourcing: Our raw agarwood comes from sustainable forestry regions in Southern China, where harvesting follows local laws and eco-friendly practices. We share details about our supply chain on request (just reach out!).
• Guarantee: We offer a 100% Money-Back Authenticity Guarantee. If you doubt your product’s authenticity, have it evaluated by a third-party agarwood expert—we’ll refund you in full if concerns are validated.

Q: What’s the difference between your agarwood grades?

A: We grade agarwood based on four key factors: resin content, aroma complexity, origin, and density. Here’s what each grade means for you:

• Grade A (Exceptional): Highest resin content—sinks in water (a top marker of quality). Its scent is rich, multi-layered, and intense, ideal for high-end incense or oud oil extraction.
• Grade B (Top-Tier): Good resin content (often semi-sinks in water). It balances premium quality with affordability, perfect for daily use (e.g., regular meditation or home aromatherapy).
• Grade C (Premium Intro): Lighter resin content (floats in water). Its aroma is milder and more approachable—great if you’re new to agarwood and want to explore its scent.

Q: Do you sell wild-harvested or cultivated agarwood?

A: Only sell wild-harvested
Wild Agarwood: Extremely rare and limited (sourced from naturally infected trees in ancient, protected forests). Its scent is unique and unpredictable—loved by collectors. Due to scarcity, it’s higher-priced.

Q: Do you offer sample sizes?

A: Yes! We have small sample packs (e.g., 2-3 agarwood incense sticks or 5g agarwood chips) for most products. Samples are a great way to test the aroma before buying a full-sized item—look for “Sample” options on individual product pages.

Q: Can I customize agarwood products (e.g., engraving on pedestals)?

A: We offer limited customization for pedestals (e.g., laser engraving of names, short messages, or simple designs). Custom orders require a 2-week lead time and a small surcharge (starting at $15). Contact our team via the “Custom Requests” form on our website to discuss details.

Category 2: Ordering & Shipping

Q: How do I place an order?

A: It’s simple—shop directly on our website:

1. Browse our “Agarwood Products” or “Pedestals” collections.
2. Select your desired item (and quantity/grade, if applicable) and add it to your cart.
3. Click “Checkout” and follow the prompts to enter your shipping address, choose a payment method, and confirm your order. You’ll get an order confirmation email right away.

Q: What payment methods do you accept?

A: We accept secure, global payment options:

• Major credit cards (Visa, MasterCard, American Express)
• PayPal (for added buyer protection)
• Bank wire transfers (ideal for orders over $500—contact us for wiring details to avoid delays).
  All payments are processed through encrypted gateways (SSL-certified) to keep your information safe.

Q: Do you ship worldwide?

A: Yes—we ship to over 120 countries. During checkout, select your country from the dropdown menu to see available shipping options, accurate costs, and delivery estimates. Most orders are shipped via air freight (for faster transit).

Q: What are the shipping costs and delivery times?

A: - Costs: Calculated automatically at checkout based on your location, package weight, and shipping speed (standard vs. expedited).

• Delivery Times (excluding weekends and public holidays):Standard shipping: 20–30 business days (most countries).Expedited shipping (available for select regions): 7–14 business days (costs 2x–3x standard rates).Customized products: 30–40 business days (includes production time).
• Note: Customs processing can cause delays (especially for countries with strict import rules, e.g., EU, Australia). We’re not responsible for customs hold-ups, but we’ll help provide documentation if needed.

Q: How do I track my order?

A: Once your order ships (within 3–5 business days of placement), we’ll send a tracking number to your email. Use this number to track progress via our website’s “Track Order” page or the shipping carrier’s site (e.g., DHL, FedEx, or local postal services).

Q: Are there customs duties or taxes?

A: Yes—most countries require customs duties, taxes, or import fees for international orders. These fees are determined by your local government (not SoulWood) and are your responsibility to pay upon delivery. We recommend checking your country’s customs website (e.g., US CBP, EU Customs) to estimate costs before ordering.

Q: What if my order is lost in transit?

A: If your order shows “lost” or “undelivered” after the estimated delivery window, contact us within 7 days. We’ll file a claim with the shipping carrier; if confirmed lost, we’ll either reship your order for free or issue a full refund (your choice).

Category 3: Guarantee & Returns

Q: What’s your return policy?

A: We want you to love your purchase—here’s how returns work:

• Eligibility: Full refunds (excluding original shipping costs) are available for unused, unopened items returned within 30 days of delivery. Items must be in their original packaging (e.g., sealed agarwood packs, undamaged pedestals).
• Non-Returnable Items: Customized products, opened agarwood (due to scent contamination), and sale items (marked “Final Sale”) cannot be returned.
• Process: To start a return, email us at ben_r2025@outlook.com with your order number and photos of the item/packaging. We’ll send a prepaid return label (for US/UK/EU orders) or instructions for international returns. Refunds are processed within 5–7 business days of receiving the returned item.

Q: My product arrived damaged or defective—what should I do?

A: We’re sorry for the inconvenience! Contact us within 48 hours of delivery (via email or our website’s “Contact Us” form) with:

• Your order number
• Clear photos of the damaged item and its packaging (including shipping labels)
  We’ll send a replacement for free (no extra shipping costs) or issue a full refund—whichever you prefer. We may ask for additional details to prevent future issues.

Q: Does the authenticity guarantee expire?

A: No—our 100% Authenticity Guarantee applies for 60 days after delivery. If you have concerns about your agarwood’s authenticity at any point within 60 days, follow the same process as returns (email us with details) and we’ll coordinate third-party verification.

Category 4: Usage & Care

Q: How do I use agarwood stick incense?

A: For safe, effective use:

1. Hold the incense stick by the uncoated end; light the coated tip with a lighter or match.
2. Let the tip glow red (avoid over-igniting—blow out any open flame).
3. Place the stick in a heat-resistant agarwood pedestal (ensure the pedestal is on a flat, non-flammable surface).
4. Do not move the pedestal while the incense burns; let it burn completely (most sticks last 30–45 minutes).

• Safety Note: Never leave burning incense unattended. Keep it away from flammable materials (e.g., curtains, paper) and out of reach of children/pets.

Q: How should I store agarwood to keep its aroma?

A: Preserve its scent and potency with these tips:

• Store in a cool, dark, dry place (avoid direct sunlight, humidity, or heat sources like radiators).
• For agarwood chips/powder: Use airtight glass or ceramic containers (plastic traps moisture and can alter the aroma over time).
• For incense sticks: Keep in their original sealed box or a linen pouch (linen lets the scent breathe without absorbing it).
• Avoid storing near strong-smelling items (e.g., perfumes, cleaning products)—agarwood absorbs surrounding scents easily.

Q: How long does the aroma of agarwood products last?

A: It depends on the product type and storage:

• Incense sticks: Scent lasts 1–2 years if stored properly (sealed, cool/dry).
• Agarwood chips/powder: With airtight storage, the aroma can last 3–5 years (the scent may mellow slightly over time but won’t fade completely).
• Pedestals (with agarwood inserts): Inserts typically need replacing every 6–12 months (depending on how often you use them and storage conditions).