In-stock orders will ship the same business day if placed before 2pm EST/EDT. Orders placed after 2pm will ship the next business day.

In-stock orders normally ship within 1 business day unless otherwise noted. However, during times of heavy order volume (especially end of June and December), orders normally ship within 3-5 business days of when they were placed. Generally, all items on backorder or out of stock are marked as such on the site. All shipping transit times quoted are business days (Monday-Friday), not calendar days. Weekends and holidays are not considered business days. We cannot take responsibility for packages that are delivered but not received.

Can I ship to multiple locations?

Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.

Can I change the shipping address once the order has been placed?

Unfortunately, we cannot change the shipping address on an order after it has been placed. If you have entered your shipping address incorrectly, please email us at info@thaancharcoal.com to have your order canceled.

How long will it take for my package to arrive?

Most of our orders get delivered within 3 business days or faster, however please note that it can take up to 5 business days for your order to be delivered.

What’s your return policy?

We want our customers to be completely satisfied with our products. We will gladly make a credit or refund on any item purchased directly from thaancharchoal.com. If you receive an item that was damaged in shipping, please contact our customer service center via email info@thaancharcoal.com. Proof or purchase is necessary to make a return or refund.

How do I make a return?

All returns must be requested within 90 days of the date item was shipped. To receive a return label, please email request to info@thaancharcoal.com. Included in your return request must be the following information:

  • Copy of invoice and order confirmation

  • Your name, address, phone number, email address

  • Reason for return

Upon receipt of returned goods according to these conditions the full amount less shipping and handling will be refunded to the original tender.

Please allow 10 to 12 business days for us to receive and process your return or exchange. You will receive an email notification upon the completion of return processing.

For further Returns terms and conditions, please read our Terms & Conditions