Frequently Asked Questions
Do your products have religious or spiritual significance?
Agarwood has documented historical uses in several religious and cultural traditions, but the meaning and appropriate practice depend on the community, institution and individual. Oudgo products do not guarantee relaxation, healing, protection, spiritual progress or any other outcome. If you choose incense, oil or beads for a ritual, confirm that the product format and use are appropriate for your practice and follow its safety instructions. For historical context and evidence boundaries, read our agarwood religion and rituals guide.
How can I verify the authenticity of my agarwood product?
No single home test can prove every agarwood claim. Scent, color, weight and resin pattern can help describe an item, but they do not independently prove species, geographic origin, grade or legal source. Do not soak jewelry or burn a sample only to “test” it: water can damage wood, cord or finish, and burning is destructive and creates smoke and fire risk. Check the product’s photos, specifications and any item- or batch-specific document; read our agarwood evidence guide, or contact us with the exact product and option before ordering.
How do I contact customer support for order-related inquiries?
For an order question, email admin@oudgo.com, call +84 915 897 356, or use the Contact Us page. Include the order number, purchaser email and a concise description of the issue. Add photos when the parcel or item condition is relevant, but do not send card numbers, bank credentials, one-time codes or identity documents through an unsecured message. Response hours are not promised here until the owner confirms the official schedule.
How do I contact customer support for product-related inquiries?
For a product question, email admin@oudgo.com, call +84 915 897 356, or use the Contact Us page. Include the product URL, selected option and the exact specification or document you need. For an existing order, include the order number but do not send card numbers, bank credentials or identity documents through an unsecured message. Response hours are not promised here until the owner confirms the official schedule.
How do I contact support for payment-related issues?
For a payment issue, email admin@oudgo.com, call +84 915 897 356, or use the Contact Us page. Include the order number or attempted checkout time, the payment method category and the exact non-sensitive error message. Never send a full card number, security code, bank password, one-time code, wallet key or account sign-in. Response hours are not promised here until the owner confirms the official schedule.
How do I know if my order was placed successfully?
Once you complete your order, you will receive a confirmation email with your order number and details. If you do not receive this email within 24 hours, please check your spam/junk folder or contact our support team at admin@oudgo.com.
How do I place an order?
Placing an order at Oudgo is simple:
1️⃣ Browse our website and select the product(s) you want.
2️⃣ Click "Add to Cart", then proceed to checkout.
3️⃣ Enter your shipping details and select a payment method.
4️⃣ Confirm your order and complete the payment.
5️⃣ You will receive an order confirmation email with your order details.
How do I track my order?
After dispatch, Oudgo sends the available tracking number or carrier link to the email used for the order. The carrier depends on the destination and service selected for that shipment, so this FAQ does not promise a named carrier or universal transit time. Processing normally takes 3–5 business days before dispatch. Check your inbox and spam folder; if no tracking update appears after the applicable processing period, contact us with the order number. See the Shipping & Delivery Policy for current shipping terms.
How long does it take to process my order?
📦 Processing Time: 3-5 business days
- We carefully inspect, package, and prepare your order before shipping.
- Processing time may be slightly longer during peak seasons or special promotions.
How should I burn agarwood incense?
Follow the instructions for the exact incense format and burner. For a stick, cone or coil, use a stable heat-resistant holder on a clear surface, ignite only as directed, extinguish any sustained flame, supervise the ember and keep it away from children, pets and combustible materials. Ventilate the area and stop if smoke causes discomfort. Use burning charcoal only outdoors in fully open air, away from doors, windows and vents; never use it inside a home, vehicle, tent or partly enclosed space. For an electric heater, confirm the device voltage, frequency and plug first: a plug adapter does not convert voltage, and a 220V-only device must not be connected directly to a U.S. 110–120V outlet. See our incense use and safety guide before heating chips or incense.