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This Shipping Policy explains where CHANTRAMED LTD. ("ChantraMed") delivers, how long delivery takes, and what happens if something goes wrong. It forms part of our Terms of Service.

1. Where we deliver

  • ChantraMed currently delivers within Thailand only.
  • International shipping is not yet available.
  • Delivery to certain remote, island, or restricted-access areas may be slower or, in rare cases, unavailable; we will contact you if this affects your order.

2. Delivery speed

Zone Service Estimated delivery time
Phuket Express / Next-Day delivery available at checkout where offered
Thailand (standard delivery) Standard delivery usually 1–3 business days where available
Remote, island, or restricted-access areas Standard delivery may take longer

Delivery times are estimates only, measured in business days (Mon–Fri, excluding Thai public holidays). Actual delivery depends on stock availability, order cut-off times, the delivery carrier, and conditions outside our control (weather, road closures, public holidays, peak-season volume).

2.1 Order cut-off

Orders placed on a business day before the daily cut-off time shown at checkout (where applicable) are usually prepared the same day. Orders placed after cut-off, on weekends, or on public holidays are typically prepared on the next business day.

3. Delivery carriers

Orders may be shipped using one of our trusted carriers, which currently include:

  • Flash Express
  • Lalamove
  • Thailand Post
  • J&T Express
  • Grab

The carrier used for your order depends on destination, package weight, selected service, and carrier availability. Carriers may change without notice.

Some orders are handled directly by ChantraMed, and some are prepared or dispatched by trusted fulfillment and delivery partners acting on ChantraMed's instructions. In all cases, ChantraMed remains your main point of contact for order support (see §7).

4. Shipping fees and free shipping

  • Shipping fees are calculated at checkout based on delivery address, weight, and service level.
  • Free standard shipping is available on eligible orders of ฿999 or more, calculated according to the offer shown at checkout.
  • Where applicable, Express or Next-Day delivery may carry a surcharge, which will be shown at checkout.
  • Cash-on-Delivery (COD) fees, if offered, will be shown at checkout.

5. Order processing

  1. You place your order and complete payment.
  2. We send an order confirmation to your email.
  3. We prepare your order (usually 0–1 business days, subject to stock and cut-off).
  4. We dispatch your order and send a shipment-notification email with a tracking number.
  5. The carrier delivers to the shipping address you provided.

You can track your parcel using the carrier's tracking link. Tracking may take up to 24 hours to become active after dispatch.

6. Failed delivery, wrong address, damaged parcel

6.1 Delivery attempts

Our carriers typically attempt delivery once or more, depending on the carrier's policy. If no one is available to receive the parcel, the carrier may:

  • leave a notice and attempt re-delivery;
  • return the parcel to a local pick-up point;
  • hold the parcel for a limited time before returning it to us.

Please make sure the shipping address is correct, that someone is available to receive the parcel, and that your contact number is reachable.

6.2 Wrong or incomplete address

If the address you provided is incorrect, incomplete, or undeliverable and the parcel is returned to us:

  • we will contact you to confirm the correct address;
  • re-delivery will be at the customer's cost;
  • if we cannot reach you within a reasonable period, we may cancel the order and refund the product value (minus applicable shipping fees) under the Return & Refund Policy.

6.3 Parcel damaged in transit

If the outer parcel arrives visibly damaged:

  • take clear photos or video of the parcel before opening it;
  • photograph the products inside after opening;
  • refuse the parcel with the carrier if contents appear destroyed, where possible;
  • contact us within 48 hours of delivery at sales@chantramed.com with order number and evidence.

See the Return & Refund Policy for how we handle damaged, wrong, expired, or defective items.

6.4 Parcel lost in transit

If your tracking has not updated for an unusually long period or the carrier confirms loss, email us at sales@chantramed.com. We will investigate with the carrier and, where loss is confirmed, arrange a replacement or refund.

7. Who to contact for shipping issues

ChantraMed is your main point of contact for all shipping support, even where your parcel is handled by a fulfillment or delivery partner. Please contact us at:

  • Email: sales@chantramed.com
  • LINE: @chantramed
  • Phone: +66 8 4735 4688
  • Support hours: Email and LINE support requests are accepted 24/7. Live response times may vary. Phone availability may vary.

When contacting us, please provide your order number and (if relevant) the carrier tracking ID.

8. Remote area delays and force majeure

Delivery to islands, remote villages, and mountainous or flood-affected areas may take longer than our standard estimates. We may also be unable to meet estimated delivery times in cases of:

  • carrier disruption or strike;
  • weather events (flood, storm, typhoon, heavy rain);
  • public-health restrictions;
  • road, port, or airport closure;
  • other events outside ChantraMed's reasonable control.

In such cases we will work with our carriers to deliver as soon as reasonably possible.

9. Dangerous or restricted items

Some product categories (e.g. pressurised aerosols, certain gels and liquids) are subject to carrier rules on transport. We follow Thai and carrier rules and may split or adjust shipping as needed.

10. Changes to this Policy

We may update this Shipping Policy from time to time.