Shipping & Returns
Shipping — what to expect
We are a small-batch Ceylon cinnamon exporter operating directly out of Sri Lanka, not a commercial automated fulfillment warehouse. This means:
- Orders and sample batches are packaged and graded to order to preserve aroma freshness.
- Lead time from final invoice payment to shipping dispatch: 3–7 business days.
- All shipments originate in Sri Lanka. International transit is subject to freight schedules and customs clearance checks.
Estimated transit times (from dispatch)
| Destination | Carrier | Estimated Time |
|---|---|---|
| United States | DHL Express / Sri Lanka Post EMS | 5–10 business days (Express) · 14–28 days (EMS) |
| United Kingdom | DHL Express / EMS | 5–10 business days (Express) · 14–28 days (EMS) |
| Europe (EU) | DHL Express / EMS | 5–12 business days (Express) · 14–28 days (EMS) |
| Australia | DHL Express / EMS | 5–10 business days (Express) · 14–28 days (EMS) |
| Other Countries | EMS (where service is available) | 14–35 business days |
Please note: These are estimated carrier windows. They do not account for regional holiday shipping congestion or custom processing holds.
Shipping costs
Wholesale and sample shipping costs are calculated dynamically at the time of inquiry, based on cargo weight, dimensions, and destination country. We pass on actual carrier rates without additional processing markup.
Customs, duties and taxes
All international commercial cargo is subject to import duties, local VAT, GST, quarantine fees, and customs entry charges. These levies are the **buyer's sole responsibility** as the importer of record and are billed separately from our wholesale product invoices.
We compile full export documentation including phytosanitary certificates and certificates of origin to facilitate smooth clearance. We do not mark wholesale items as "gifts" or list deflated values.
US Buyers specifically: Since February 2026, the US has removed the de minimis exemption. All imports from Sri Lanka require a formal customs entry. Goods are subject to a US Section 122 tariff of approximately 10%. Please consult with a custom broker to verify local costs prior to ordering.
If a wholesale shipment is abandoned or refused at the port of destination due to unpaid duties or compliance failures, we cannot provide any refunds on the product or shipping fees.
Returns and refunds
Eligibility
Because cinnamon is a perishable agricultural food product, phytosanitary rules prohibit returns of opened packages. We accept returns of **unopened, undamaged export boxes in original packaging** within 14 days of delivery ONLY under these conditions:
- The received batch significantly departs from the stated SLS 81 grade specification (such as incorrect quill diameter family).
- We do not accept returns for change of mind, custom delays, or flavor preferences (minor natural variations are expected in raw agricultural harvests).
Return Process
- Email hello@ceyquills.com within 14 days of port release with your invoice details and visual proof of packaging mismatch.
- Our logistics desk will respond within 3 business days to assess the mismatch.
- Return freight is paid by the buyer unless the return is due to shipping error (wrong product family sent).
- Approved refunds or credit balances are processed within 7 business days of receiving the returned goods.
Damaged in transit
If a cargo shipment is damaged at destination, document the carrier packaging before unloading and contact us within 48 hours with port photos. We will coordinate claims with DHL/FedEx or the shipping line and prepare replacement batches.
Lost cargo
If tracking shows zero port movement for 21 days (Express Air) or 45 days (Sea Freight), contact us. We will initiate custom tracer operations. Replacements or adjustments are made once the carrier officially declares the shipment lost.
Contact
Email: hello@ceyquills.com
WhatsApp: +94 72 260 6858
Response timeline: Within 1–2 business days (GMT+5:30, Sri Lanka business hours)