Customer Inquiries
We appreciate the slow pace. Email is the best way to connect with us, and we aim to respond thoughtfully within 48 hours. Please note that our social media inboxes are checked sporadically to maintain focus in the blending lab.
General inquiries — hello@namoud.com
Nam Oud Atelier
Da Nang, Vietnam
Corporate Office
Nam Oud LLC
4136 Sunflower Circle
Winston-Salem, NC, USA
Wholesale & Stockists
We welcome thoughtful partnerships with like-minded boutiques, wellness spaces, and platforms that share our appreciation for natural craftsmanship.
For wholesale catalogs or stocking inquiries, please reach out directly to:
Shipping & Returns
Shipping
United States: Free shipping. Orders are processed within 1–3 business days and dispatched from our North Carolina warehouse via USPS. Estimated delivery is 2–6 business days.
Vietnam: Free shipping. Orders are processed within 1–2 business days and dispatched directly from our atelier in Da Nang. Estimated delivery is 2–5 business days.
International: $25 flat rate. Dispatched directly from our atelier in Da Nang, parcels travel through regional logistics hubs before international dispatch. Order processing and tracking generation take 4–7 business days. Once your tracking number is active, estimated international delivery is 7–15 business days.
Once your order is dispatched, a shipping confirmation and tracking link will be sent to your email. Please check your spam/promotions folder if it does not appear in your inbox.
Please note: Local duties, taxes, and customs fees are not included in the international shipping cost. Customers are responsible for any fees assessed by their local government upon delivery.
Lost Packages
If your tracking status shows as “Delivered” but you have not received your parcel, please contact your local postal service, USPS/UPS, as your first step. In most cases, the carrier has placed the package in a secure, alternate location.
For international orders, please contact your local postal office. If the issue remains unresolved, email us immediately.
Cancellations
We process orders thoughtfully but promptly. If you need to cancel or modify your order, please email hello@namoud.com within 6 hours of placement. Once your order has been shipped, it cannot be canceled.
Returns & Damages
We accept returns of unopened, unused products in their original packaging within 7 days of delivery. To initiate a return, email hello@namoud.com with your order number.
Once the item is received and inspected, we will issue a refund to your original payment method within 7 days, less shipping costs and a 15% restocking/handling fee. Return shipping costs are the responsibility of the customer.
Damaged Items: If your item arrives damaged in transit, please email us within 48 hours of delivery with clear photos of the product and packaging. We will thoughtfully resolve the issue.
FAQs
Orders & Accounts
Do I need an account to purchase?
Creating an account is optional but encouraged for a mindful
checkout experience and to review your past rituals.
What payment methods do you accept?
We currently process all transactions securely through PayPal.
We are actively working to integrate direct credit card processing
(Visa, Mastercard) in the near future.
Can I modify my order?
Please contact us within 6 hours of placing your order. We will do
our utmost to accommodate your request before the parcel leaves
our studio.
How do I track my order?
A tracking link will be provided via email once your order is
fulfilled.
Care & Usage
How long does one incense stick burn?
Each stick burns for approximately 30–40 minutes, depending on the
airflow in your space. The deep, woody notes will linger long after
the smoke has dissipated.
How should I store my Nam Oud incense?
Keep your agarwood in a cool, dry place, away from direct sunlight.
This preserves the natural volatile oils and the integrity of the
scent.
Is the smoke safe for sensitive respiratory systems?
Our incense is crafted from pure natural agarwood and refined
plant-based binder, free from synthetic additives or accelerants.
As with any natural combustible material, we recommend burning it
in a well-ventilated space. If you have severe sensitivities,
please consult your physician.
Contact & Support
How can I reach you?
Please email us at
hello@namoud.com.
We typically find our way back to you within 48 hours.
Do you offer custom scent or private label services?
We occasionally collaborate with wellness spaces, meditation
retreats, and private clients to curate bespoke agarwood
experiences. Please reach out to discuss your vision.
About Nam Oud
What does Nam Oud mean?
“Nam” pays homage to our heritage—rooted in Quang Nam, the
Southern lands of Vietnam celebrated for legendary Ky Nam.
“Oud” signifies the sacred resin itself. Together, Nam Oud
represents the authentic spirit of Vietnamese agarwood.
Where are your products made?
Our incense is meticulously sourced and handcrafted at our atelier
in Da Nang, Vietnam. All international orders are dispatched
directly from our Vietnam atelier, while US domestic orders are
fulfilled through our dedicated warehouse in North Carolina.
What is your blending methodology?
We practice minimal intervention. We are 100% committed to using
zero chemical or synthetic additives—from the cultivation of the
agarwood to the final crafted stick. We simply let the raw,
natural material speak for itself.