Shipping Policy

At ThaiLine we prioritise your satisfaction with every purchase. Our aim is to ensure a smooth, reliable shipping process for every order.

Shipping Protection (choose at checkout)

ThaiLine sells on a wholesale (business-to-business) basis. At checkout you'll select one of two shipping options for your order:

  • With protection — your order is covered against loss or damage in transit. If confirmed lost or damaged, we will replace or refund it once the courier investigation concludes (see below).
  • Without protection — your order ships at a lower cost, and responsibility for the goods passes to you once we hand the package to the courier. From that point the order travels at your own risk; if it is lost or damaged in transit, ThaiLine is not liable and no replacement or refund will be issued.

The cost of protection is shown at checkout and is non-refundable, including where part or all of the order is later returned.

My tracking says "delivered" but I have not received my order. What should I do?

  • Check with household members or neighbours.
  • Review the courier tracking details (a photo or GPS location may be included).
  • Look around your property and any safe drop spot.

Still missing? Contact sale@thailineimport.com within 3 days of the delivery date. We'll open an investigation with the courier (reviewing scan data, GPS, photos and driver information). This typically takes 4–8 weeks on the courier's side, and a signed declaration form from you is required to support the claim.

The outcome depends on the option you selected at checkout:

  • If you chose shipping with protection, a confirmed loss will be replaced or refunded once the investigation concludes. Replacements or refunds cannot be issued while the investigation is still open.
  • If you chose shipping without protection, the order travelled at your own risk after handover to the courier, so we cannot issue a replacement or refund. We will still help you raise the claim with the courier where possible.

Will I pay taxes and duties?

For international orders outside the European Union, any customs fees, duties or taxes associated with your purchase are the responsibility of the customer. We have no control over charges levied by the destination country, and we recommend checking your country's import rules before placing an order.

Contact us

For any further questions, reach us at sale@thailineimport.com. We're here to help!