Shipping policy
Processing Time
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive a tracking number via email once your order has shipped.
We kindly ask for your patience during peak seasons and holidays.
Shipping Carriers and Delivery Times
We ship worldwide via trusted express carriers to ensure your order arrives safely and on time.
United States: DHL Express, 3 to 7 business days
European Union: DHL Express or UPS, 4 to 8 business days
United Kingdom: DHL Express or UPS, 4 to 8 business days
Other international: DHL Express, 5 to 10 business days
Please note: Delivery times are estimates provided by the carrier and may vary due to customs processing, weather, or other factors outside our control.
Shipping Costs
Shipping is calculated based on your order subtotal.
Standard shipping: $15 per order
Free worldwide shipping on orders over $600 USD
Any applicable shipping fees will be calculated and displayed at checkout before you complete your purchase.
International Shipping and Customs
We proudly ship to most countries worldwide. Your order may be subject to import duties, taxes, and customs clearance fees charged by the destination country. These charges are the responsibility of the recipient and are not included in the shipping fee paid to Kynara Heritage.
CITES compliance: All agarwood products are shipped with the required CITES (Convention on International Trade in Endangered Species) export documentation to ensure legal, transparent transit across international borders. Customers are not required to take any action. We handle all paperwork on our end.
Order Tracking
Once your order ships, you will receive an email with a tracking number. You can track your package on the carrier website.
DHL: dhl.com
UPS: ups.com
If you have not received tracking information within 5 business days, please contact us at support@kynara.com.
Lost or Damaged Packages
All orders are shipped with insurance. If your package is lost in transit or arrives damaged:
Please contact us within 7 days of the expected delivery date (for lost packages) or receipt (for damaged packages).
Email support@kynara.com with your order number and photos if the package is damaged.
We will work with the carrier to file a claim and send a replacement at no additional cost.
Shipping Restrictions
We do not ship to P.O. boxes.
Orders cannot be delivered to freight forwarders without prior arrangement.
We are unable to redirect packages once they have shipped.
If you have questions about shipping to a specific location, please contact us before placing your order at support@kynara.com.
Contact Us
If you have any questions about your shipment, please reach out:
Kynara Heritage
Email: support@kynara.com
Website: kynara.com