Customer Service


Privacy & Security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Ordering

“Order Smart”;  If you order a combination of larger, bulkier items, smaller items, and light weight, textiles, then we don’t have to use as much packing and padding materials; the textiles can provide the padding for the larger items, and the smaller items can be used to fill in the gaps.  Once we have received your order, we will determine the best shipping method, and then send you an invoice for your total order, including the shipping charges.  Orders are not considered final until we have confirmed them with you and sent you an invoice.  Product pricing and availability are subject to change without notice.

Payment

Since we're a wholesale supplier, we do our best to provide the lowest costs for the good we sell.  In order to help keep costs down, we don't accept payment by credit card.  Customers in the USA can pay by check, or by PopMoney to our account in the USA, and other customers (worldwide) can pay by PayPal or by wire (TT) transfer.  Customers are responsible for any fees associated with payments sent by wire transfer or PayPal.  A payment will be considered "paid in full" only if we receive the entire amount due.  Once we have received your payment, we will start working on your order.

Shipping & Delivery

FedEx, UPS, or DHL (depending on the recipients country) are our preferred shipping method for medium sized orders, from 10-25 kgs (20-52 lbs) via their 10kg or 25kg promotion rate express boxes, which are a flat rate for the anything that fits into the box, up to the specified weight.  The 25Kg express box holds a lot of products, and it's delivered in 3-4 days.  For smaller orders, we'll ship by post office express mail (EMS), airmail, or economy air, depending on how fast you need the products.  All orders are shipped from Thailand and may be inspected by the Border Services Agency of the destination country and assessed for applicable Customs duties, taxes, and collection fees. All imposed charges must be paid by the recipient prior to the shipment being released. Great Eastern Imports has no control over assessment of Customs charges. Consequently, these charges are not included in the order total at checkout.

Returns & Replacements

If there are problems with your order, we will work with you to provide a mutually amicable solution.  If products arrive broken, we need to know if the damage appears to have been caused in shipping, because we may need to file a claim with the shipping agent.  Any damage that has occurred from shipping needs to be reported to us within one week of receiving your order, or we may not be able to refund or replace the items for you.  Any items that arrive broken, that do not appear to have been damage from shipping, we will replace or refund to you the cost of the damaged items.  If products are discovered to be faulty, or were somehow not what you ordered, we will either replace them, or refund the cost to you.  When items break from limited use, or because of faulty craftsmanship, we will either replace them or repair them.  For any damaged or faulty items, we may require photographs of the damage to be sent to us prior to replacing or refunding the costs.  For some products, we may also want the damaged items to be sent back to us.  We will notify you if that is the case, and provide you with specific directions for returning the items to us.  To avoid any possible complications with customs, please do not send any products back to us without contacting us and receiving instruction from us first. 

Please let us know if there's anything we can do to better serve you.  We appreciate your business and any feedback on how we can improve our products and services.  Thank You!