FREQUENTLY ASKED QUESTIONS

About HEAP

What is HEAP?

HEAP is a subscription box service of curated premium Thai snacks and instant drinks, delivered directly from Thailand. Subscribers to HEAP will receive a box each month with a unique theme around Thai culture, festivals and regions. “HEAP” in Thai  (หีบ) means a traditional box used for storage of valuable items. Therefore, each HEAP box is packed with love and care like how we treasure our valuables. Our mission is to work with our community to deliver “heaps of happiness” with plenty of joy, fun and surprises! 

What is OTOP?

OTOP stands for One Tambon One Product; “Tambon” means sub-district in Thai. There are over 7,200 sub-districts in Thailand, and each of them has their own unique produce. The OTOP project is a local entrepreneurship stimulus program to support these local manufacturers. The products can be divided into 5 different categories: food, drinks, garments, handicrafts and herbal medicine. Different regions in Thailand are famous for different delicacies, such as coffee from the Southern region and traditional desserts from the Central region. Explore authentic Thai culture and support local businesses through our subscription box which features different OTOP items each month.

What is inside the box?

HEAP box includes 10+ items featuring local products and an OTOP item, a local specialty unique to a region. We curate both savory and sweet snacks including chips, biscuits, seafood snacks and more! A traditional Thai instant drink, that changes every month, is also included in the package. Additionallly, a collectible postcard for sharing your experience and a leaflet that connects you to a digital food and allergen information are also included. Furthermore, along with supporting local businesses, each box donates a meal for those in need (in partnership with the Scholars of Sustenance Foundation, Thailand).

Are the snacks vegetarian or gluten-free?

As the content of each box changes every month, we cannot guarantee that all snacks will be vegetarian of gluten-free. Please refer to product information by following the link on the leaflet in the box. Feel free to reach out to us at [email protected] should you require more information.

Do you provide any nutritional/allergy information?

Follow the link on the leaflet in the box to the translated descriptions of each item. The allergens are listed following the FDA’s guideline of 8 common allergens (milk, eggs, fish, crustacean shellfish, tree nuts, peanuts, wheat and soybeans). The information for the “Amazing Thailand” welcome box is on the Welcome box page. We recommend that you refrain from consuming the items if you have serious allergies as there may be risk of contaminations. Feel free to reach out to us at [email protected] should you require more information. We cannot guarantee the ingredients of each snack and the presence/absence of certain allergens, so please consume the snacks at your own risk. We cannot be held liable for the accuracy of the translation of product labels nor any injuries caused by adverse reactions to any of the items in our box.

What is the size of the box?

We follow Thailand post’s standard size of 20 x 30 x 11 cm. We ensure that the quantity and quality of products are consistent every month with 10+ items per box.

How can I support the local community?

Each HEAP box supports local businesses, and we also partner with the Scholars of Sustenance Foundation, Thailand so that the sale of each box contributes toward meal support for those in need. The meals are cooked from surplus food, helping to reduce food waste and environmental issues. Find out more about SOS Foundation. Moreover, along with supporting our product, you can also give additional donations.

Ordering

Can I gift HEAP?

Of course! Subscription plans are available as a gift by simply input your recipient’s address. The plans, including shipping and insurance fees, are prepaid. Alternatively, past boxes can be purchased as a one-time gift without subscription. Please note that subscription plan purchased as a gift will not be able to cancel and will not renew.  

How to order corporate gifts?

Thank you for your interest in sending HEAPs of happiness from Thailand! For large orders (>10 boxes), please fill up our form.

Can I order just one box or past boxes?

Yes! A one-time purchase is available at HEAP Gifts. Unfortunately, we can only offer past boxes (with limited stocks) for this option. If you’re interested in our “Amazing Thailand” welcome box or the current theme box, please subscribe to one of our plans.

Can I customize my box for specific dietary requirements?

Due to our limited capacity, we apologize that we currently cannot offer the option to customize boxes for certain dietary requirements. We also cannot guarantee the ingredients of each snack and the presence/absence of certain allergens in our box, so please consume the snacks at your own risk. We recommend that you refer to the information we provide for each snack before consumption. Please feel free to reach out to us at [email protected] should you require further information. You can find information about each item in your first “Amazing Thailand” welcome box here.

What payment methods do you accept?

We accept Visa, MasterCard, JCB, Union Pay, Diners and AmEx credit cards. Additionally, we also accept AliPay and WechatPay. Unfortunately, we currently cannot accept PayPal. All orders are secured with industry standard SSL encryption with our partner 2C2P. Please note that transactions will be done in United States Dollars (USD) only.

Subscription

How does the subscription work?

When you first subscribe to HEAP, we will ship your “Amazing Thailand” welcome box within 5-10 business days. The following box will be shipped at the beginning of the following month. Subscription plans do not auto-renew, so please manually renew it in your account portal before the renewal deadline. Please note that if you subscribe after 15th of the month, there is a chance that 2 boxes (Welcome box and theme box) will arrive in the following month.

What is the first box for a new subscriber?

If you are a new subscriber to HEAP, the first box will be the “Amazing Thailand” welcome box that features all-time favorites and popular Thai snacks. This exclusive subscriber-only box offers a great start to your journey to Thailand. The following boxes will take you on a unique adventure to Thailand every month with the themes based around Thai culture, festivals and regions.

Does my subscription automatically renew?

No, you will need to manually renew your subscription in your account portal by 1) Log into your Account 2) Go to “Subscriptions” 3) Click “Renew”. The subscription plan’s renewal deadline is on the 10th of the month following the end of your plan. For example, if you purchase a 3-month plan in January, your boxes will be shipped to you in January, February and March. Then, you will need to process the renewal by 10th April to renew your plan. To find your renewal deadline: 1) Log into your account 2) Click “Subscriptions”  

How do I change my shipping address for my subscription?

To update your shipping address: 1) Log into your Account 2) Go to “Subscriptions” 3) Click the Change Address button next to the subscription 4) Enter the new address details in the form. 5) Click Save Address.

How do I switch to a different subscription plan?

Thank you for your continued interest in HEAP! In order to switch between different subscription plans, you will need to cancel one subscription and buy a new subscription plan. If your original subscription plan still has prepaid months remaining, please contact us at [email protected] for help in transferring the credit to your new subscription. If we don’t receive your contact, we will continue to ship the remaining boxes of your original subscription until the end of its term.

How do I cancel my subscription?

We are sorry to see you go. You can cancel your subscription at anytime based on our cancellation policy. Please note that cancelling your subscription prevents future renewals, but it does not cancel orders already placed. We will continue to ship the remaining boxes in your term and no refund will be given. At the end of your term, you will not be billed again and your subscription will not renew. To cancel your subscription 1) Log into your Account 2) Go to “Subscriptions” 3) Choose the plan that you’d like to cancel 4) Click cancel subscription 5) Click cancel on the next page. Your subscription has now been cancelled and you will receive a confirmation email shortly. The system will update the subscription status once it has been successfully cancelled. Please contact us at [email protected] for assistance.

What is the cancellation policy?

As our subscription plans do not auto-renew, your subscription ends once we have shipped your last package. If you do not process the renewal before the deadline, your subscription plan will be automatically cancelled. Please note that cancelling your subscription prevents future renewals, but does not cancel orders already placed. We will continue to ship the remaining boxes in your term and no refund will be given.

Shipping

How much is shipping?

HEAP offers free airmail shipping via Thailand Post to

  • Australia
  • Bhutan
  • Cambodia
  • Canada
  • China
  • Estonia
  • France
  • Germany
  • Hong Kong
  • Hungary
  • India
  • Indonesia
  • Italy
  • Japan
  • Laos
  • Malaysia
  • Maldives
  • New Zealand
  • Philippines
  • Poland
  • Romania
  • Singapore
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • Taiwan
  • Thailand
  • United Arab Emirates
  • United Kingdom
  • Vietnam

Due to the COVID-19 pandemic situation, shipping costs have increased significantly and we are actively updating our delivery fees to faithfully reflect the real shipping costs. Currently, we regret that shipping to the following countries will incur additional shipping fee/month:

  • Austria: $6
  • Belgium $6
  • Brazil $6
  • Croatia $2
  • Denmark $6
  • Finland $2
  • Greece $4
  • Luxembourg $2
  • Netherlands $6
  • Norway $6
  • Portugal $6
  • Slovakia $6
  • Slovenia $5
  • Switzerland $5
  • Turkey $2
  • United States $3

(Shipping rates for orders placed on  27th September 2022 )

*For countries within the European Union (EU), our shipping fees do not cover processing fees and taxes on imports from countries outside the EU. Please handle the payment of taxes and processing fees upon reception of the parcel.

For subscribers, the extra shipping and insurance fees will be prepaid during checkout. For countries not listed above or additional enquiry, please reach out to us at [email protected]. We declare the value of the box at most 600 THB, which should be within the duty free allowance for most countries. However, please confirm your country’s regulations as we are not responsible for any custom fees and taxes that may incur to receive your shipment.

What are the shipping options?

We use Thailand Post’s e-Packet delivery for most of our shipments which comes with track & trace, but does not require signature upon delivery of the parcel. It is a tracked shipping service with the delivery to the final destination handled by a local carrier (carrier within the country of package destination). Please note that our shipping method does not come with insurance. However, additional insurance can be purchased for $2/month upon checkout which will cover the loss/damage for up to the declared value of the parcel. Please contact us at [email protected] for any questions relating to shipping.

When does my box ship and when will it arrive?

Orders are shipped within 5-10 business days after your initial order. For subscribers, subsequent boxes will be shipped at the beginning of the following month, or after your payment has been confirmed. Due to the COVID-19 pandemic situation, it is not possible to accurately predict delivery times, but it is estimated that the shipment will take around 7-20 days.

What is the cutoff to order next month's box?

Future theme boxes are exclusive for our subscribers only. Please subscribe before the end (23:00 UTC+07:00) of the current month to get the upcoming month’s box.

Tracking

How can I track my box?

All our parcels are registered with Thailand post and you can track your parcel with your tracking number on Thailand post’s Track & Trace system.

Why hasn't my package arrived yet?

We apologize that the delivery is taking longer than expected. Usually shipping with Thailand Post takes approximately 7-20 days, but because of the COVID-19 pandemic, shipments may take longer than expected. You can track your parcel with your tracking number at Track & Trace. If your package doesn’t arrive after it’s been marked as delivered, please contact your local post office. Should you require further assistance, please contact us at [email protected]

Will customs delay my package arrival?

Before ordering, please double check your country’s custom regulations that may cause delays or problems with the shipment. Every international shipment must go through customs which may cause a slight delay for arrival of your shipment.

*Please note that shipments to the European Union and some countries may require additional information (such as passport number or tax ID), or import tax and processing fees payment before the parcel can be cleared from the customs. Our shipping fees do not cover for these charges. Please directly contact your country’s custom office to make payment.

Help

My box is missing/arrived damaged, can you help?

Due to the COVID-19 pandemic, packages may take longer than expected to arrive. If your package is taking longer than the estimated delivery time, please contact your local post office. If you require additional assistance, please contact us. Please note insurance is only included if you have purchased it upon checkout and will cover up to the declared value of the parcel. The process may take a couple of weeks. We apologize if your package arrived damaged, please send us an email with photos of the damaged item at [email protected] Please refer to “What are the return, replacement and refund policies”.

What should I do if my package got sent back to Thailand?

A package may be sent back to us if there is a mistake in the address/ no one accepted the delivery/ the package was not claimed for/ no explicit reason. Unfortunately, we don’t take responsibility for returned packages and re-shipping the package will incur additional shipping fee which may vary depending on the logistics situation. Please reach out to us at [email protected]

Can you help with customs issue?

All international parcels are subjected to customs inspection, please double check your country’s custom regulations before ordering. We declare the value of the box at most 600 THB, which should be within the duty free allowance for most countries. Our boxes may contain meat products. Please double check with your local regulations, as we are not responsible for any losses that may occur with importing food items.

*Shipping to the European Union and UK may incur import taxes and additional VAT charges before packages can be cleared from the customs. We are not responsible for any customs duty, import taxes or losses that may arise from importing goods into your country. Please make the payment as advised by your country’s custom office.

What are the return, replacement and refund policies?

All sales are final and non-refundable. We do not accept returned orders. For damaged items, please send photos of the items to [email protected] A replacement may be provided at our discretion. Refunds: Partial refunds may be available for packages with insurance that have gone missing. All our products and automatic renewal are non-refundable. The automatic renewal can be cancelled at anytime before the scheduled billing date.

If your order has not arrived within 6 weeks from the shipped date, please reach out to [email protected] Missing or lost orders must be reported within 10 weeks from the shipping confirmation date to be eligible for reimbursement. If you encounter any issues, please do not hesitate to contact us at [email protected]

Billing

When will my subscription be billed?

All our subscription plans are prepayment and your first bill will be when you complete your checkout. When renewing your subscription, you will be charged on the day you complete the renewal process. 

Can I be billed in a currency other than USD?

Currently, all transactions are processed in United States Dollars (USD). 

What happens if I'm charged VAT, customs taxes, or fees?

We encourage you to check with your laws and regulations prior to placing your order. You are responsible for the payment of customs fees and taxes should the customs charges occur. We are not responsible for customs charges or taxes that may incur upon delivery in your country. We do not have control over customs fess and taxes. For countries in the European Union, our shipping fees do not cover for taxes on imports from countries outside the EU and processing fees. Please make the payment as advised by your country’s custom office.

Partners

I'm an influencer, do you offer collaborations?

Yes! If our missions matched, we’d love to collaborate! Please contact us.

I'm a Thai business, can I feature my product in HEAP?

Of course! Our mission is to support Thai businesses and to promote local businesses to the world. Please send us an enquiry.