FAQ

Product Details & Specs

Q1: Is this really premium Palo Santo or just more of the same?

Yes, it’s the real deal. Hand-cut, high-density, and export-grade, sourced directly from Ecuador. Each stick measures around 10cm (4in) x 1.5cm (0.6in).

Q2: Can you prove it’s ethically and legally sourced?

Absolutely. Every shipment includes:

  • Official Export Certificate from Agrocalidad (Ecuador’s agricultural health authority)
  • Phytosanitary Certificate
  • Technical Data Sheet

These aren't optional — they’re part of every order. We work only with verified, sustainable sources.

Q3: How is the 5kg pack set up?

We ship in 5kg bulk packs, each divided into five sealed 1kg units (approx. 40–60 sticks per kg). That means:

  • Better inventory control
  • Easier resale by kilo or by bundle
  • Private-label ready (no need to repackage)

Aroma preservation thanks to airtight seals

Q4: Can I use this Palo Santo to make other products?

Yes! Our clients use these sticks for incense cones, powder, blends, smudge kits, wellness boxes, and private label launches. The consistent size and quality make them ideal as a raw material.

Q5: Is there strong resale value?

Yes. Because it's:

  • Legally certified and fully documented
  • Packaged professionally
  • Export-grade in aroma and density

It positions your brand as trustworthy and premium.

Shipping & Timelines

Q1: How long until my order ships?

Processing time is 3 to 5 business days. During this period, an official agricultural inspection is carried out by Agrocalidad (Ecuador’s agricultural authority), a single-use export certificate is issued, and the order is then packed and shipped.

Q2: What shipping methods do you use?

All international orders are shipped via FedEx:

  • USA & Canada: 4-6 business days
  • Europe: 5-9 business days
  • Asia, Australia, other regions: 8-12 business days
    We send tracking once it ships.

Q3: Do you ship worldwide?

Yes, with few exceptions. If your country restricts wood incense imports, reach out before ordering: sales@ecuadorianpalosanto.com

Customs & Documentation

Q1: Who pays import duties and taxes?

We ship under DAP (Delivered at Place) terms:

  • We cover: International freight
  • You cover: Local import duties, VAT, and customs fees

Use HS Code 3307410000 to verify your country's requirements.

Q2: What documents come with the shipment?

Every shipment includes:

  • Commercial Invoice
  • Packing List
  • Export Certificate (Agrocalidad)
  • Technical Data Sheet
  • Clear English labeling

Q3: I’m unsure about import rules in my country. What now?

Please check your country's regulations before ordering. If you're not sure, email us. We've shipped worldwide and can share general insights, but final compliance is up to the buyer.

Returns

Q1: What can’t be returned?

  • Opened or used products
  • Custom/private label orders
  • Shipments rejected at customs due to buyer oversight

Q2: Are shipping costs or taxes refundable?

No, unless the issue was our fault (e.g. wrong item sent). Approved refunds cover product cost only.

Q3: Can I cancel my order?

Yes, within 24 hours of purchase unless export processing has already begun.

About Our Company

Q1: Who are you?

We operate under Marsofia International LLC, a U.S.-registered company (New Mexico) with operations based in Daule, Ecuador. We specialize in certified Palo Santo for export and B2B distribution.

Q2: Why trust Ecuadorian Palo Santo?

  • Direct from source
  • Legal and sustainable
  • Clear documentation
  • Bulk-ready packaging
  • B2B-focused service

Q3: Can I request a freight quote for large orders?

Absolutely. Email us at sales@ecuadorianpalosanto.com or message via WhatsApp: +593 962334041 to get a personalized quote.

Still Have Questions?

We’re here to make your importing experience smooth and professional. Reach out anytime — and let’s do good business together.

Email: sales@ecuadorianpalosanto.com
WhatsApp: +593 962334041

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