Shipping policy
Shipping Policy
This Shipping Policy explains how orders are processed, shipped, and delivered by Kenara.
1. Order Processing Time
Orders are usually processed within 1 to 5 business days after payment is successfully received.
Processing time refers to the time needed to verify the order, prepare the item, and arrange fulfilment with our supplier or delivery partner. Processing time does not include shipping or delivery time.
Orders may take longer to process during peak seasons, public holidays, supplier delays, high order volumes, or unexpected logistics disruptions.
2. Shipping Locations
Kenara primarily ships to customers located in the United States.
We may update or expand our shipping locations from time to time. Available shipping options will be shown at checkout.
3. Estimated Delivery Time
Estimated delivery times may vary depending on the product, supplier, destination, shipping method, customs checks, and courier handling.
As a general guide, delivery may take approximately:
7 to 20 business days after the order has been processed and shipped.
Delivery estimates are provided for convenience only and are not guaranteed unless expressly stated.
4. Shipping Fees
Shipping fees, if applicable, will be shown at checkout before payment is completed.
From time to time, we may offer free shipping promotions. Any free shipping offer is subject to the terms shown on our website at the time of purchase.
5. Tracking Information
Where tracking is available, customers will receive tracking details by email after the order has been shipped.
Please allow some time for tracking information to update after the tracking number is issued.
If tracking has not updated for several days, this may be due to courier scanning delays, international transit, customs processing, or local delivery partner updates.
6. Multiple Shipments
Some orders may be shipped in separate packages, especially if items are fulfilled by different suppliers or warehouses.
If your order arrives in multiple shipments, you may receive more than one tracking number.
7. Incorrect or Incomplete Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Kenara is not responsible for failed delivery, delayed delivery, lost packages, or additional shipping costs caused by incorrect, incomplete, or outdated shipping information provided by the customer.
If you notice an address error after placing your order, please contact us immediately at:
We will do our best to assist, but address changes are not guaranteed once the order has been processed, shipped, or confirmed with our supplier.
8. Lost, Delayed, or Stolen Packages
Delivery delays may occur due to customs checks, courier delays, weather conditions, public holidays, high shipping volume, incorrect addresses, or other circumstances outside our control.
Once an order is marked as delivered by the courier, Kenara is not responsible for packages that are lost, stolen, misplaced, or taken from the delivery location.
If your package is marked as delivered but you have not received it, please check with household members, neighbours, your building management, local post office, or delivery carrier.
You may also contact us at hellokenara@outlook.com, and we will try to assist where possible.
9. Customs, Duties, and Taxes
For international orders, customers may be responsible for customs duties, import taxes, sales taxes, handling fees, or other charges imposed by their country, state, or local authorities.
These charges are not always included in the product price or shipping fee unless clearly stated at checkout.
Customers are responsible for checking any import restrictions, duties, or taxes before placing an order.
10. Order Not Received
If your estimated delivery window has passed and you have not received your order, please contact us at:
Please include your order number, full name, and shipping address so we can assist you.
11. Shipping Restrictions
Some products may be subject to shipping restrictions due to supplier rules, courier limitations, customs regulations, or local laws.
If we are unable to ship an item to your location, we may cancel the order and issue a refund where appropriate.
12. Changes to This Policy
Kenara may update this Shipping Policy from time to time. The version posted on our website at the time of purchase will apply to that purchase.
13. Contact Us
For shipping-related questions, please contact us at:
Email: hellokenara@outlook.com
Store: Kenara