Asked Questions (FAQ)

I. Introduction and How to Use This Guide

Welcome to the Kinas LLC Frequently Asked Questions (FAQ) page. We understand that purchasing furniture and home goods online comes with many questions, from the specifics of our natural materials to the intricacies of shipping and assembly. This comprehensive resource is designed to provide you with clear, detailed answers to the most common inquiries we receive, allowing you to shop with confidence and clarity.

We have organized this guide into logical sections to help you find the information you need quickly. Whether you’re curious about the characteristics of bamboo, need help tracking an order, or want to understand our warranty, you’ll find the answers here. We encourage you to browse through the relevant categories. If your specific question is not addressed, our dedicated customer service team is always ready to assist you. Please feel free to contact us at kinasllc@gmail.com for personalized support.

II. General Company & Product Questions

Q1: What is Kinas LLC, and what do you sell?
A: Kinas LLC is a home furnishings retailer specializing in sustainably sourced, high-design products made from natural materials. Our core collection includes wooden shelves, wooden chairs, and wooden & bamboo kitchen utensils. We focus on items that blend functional intelligence with timeless aesthetic appeal, offering quality craftsmanship at an exceptional value. Our headquarters are located in Albuquerque, New Mexico, and we ship our products across the United States and internationally.

Q2: What is your company’s mission?
A: Our mission is to enrich homes and daily rituals by providing exceptionally crafted, sustainable, and innovative wood and bamboo products. We are committed to delivering superior value through a seamless blend of aesthetic appeal, functional intelligence, and unwavering reliability. We believe in creating products that are built to last and bring the warmth of nature into everyday life.

Q3: Why should I choose Kinas LLC over other retailers?
A: We differentiate ourselves through a focused commitment to several key pillars:

  • Sustainable Focus: We prioritize sustainably harvested wood and rapidly renewable bamboo.

  • Curated Quality: Each product is vetted for durability, design, and craftsmanship.

  • Direct-to-Consumer Value: By selling directly via kinas.site, we eliminate middleman markups, offering you premium quality at more accessible prices.

  • Customer-Centric Service: We provide detailed product information, robust policies, and responsive support to ensure a trustworthy shopping experience.

Q4: Do your products come with assembly instructions?
A: Yes. Products that require assembly come with detailed, step-by-step printed instructions. For many items, we also provide digital assembly guides or video tutorials on our website or via a QR code included in the packaging. We recommend reviewing the instructions fully before beginning assembly and ensuring you have the appropriate tools (typically basic household tools like a screwdriver or rubber mallet).

Q5: How do I care for my wood and bamboo products?
A: Proper care ensures longevity. General guidelines include:

  • Wooden Furniture (Shelves, Chairs): Dust regularly with a soft, dry cloth. Avoid placing in direct sunlight or near heat sources to prevent warping or fading. Clean spills immediately with a slightly damp cloth and dry thoroughly. Use coasters under drinks. Periodically, you may apply a food-safe mineral oil or beeswax-based conditioner to nourish the wood (check product-specific care guides first).

  • Bamboo & Wooden Kitchen Tools: Hand wash with mild soap and warm water. Do not immerse for prolonged periods or put in the dishwasher, as this can cause cracking and splitting. Dry immediately and thoroughly after washing. Occasionally treating with food-grade mineral oil can help maintain the material’s luster and prevent drying.

III. Product Specifications & Materials

Q6: What types of wood do you use?
A: We source a variety of durable hardwoods and softwoods depending on the product’s requirements, including (but not limited to) rubberwood, acacia, mango wood, and pine. Each product page specifies the primary wood type used. We prioritize woods from sustainably managed forests and suppliers who practice responsible forestry.

Q7: What are the benefits of bamboo as a material?
A: Bamboo is a fantastic, eco-friendly material with several advantages:

  • Rapidly Renewable: It’s one of the fastest-growing plants on Earth, making it highly sustainable.

  • Durable & Hard: Properly processed bamboo has a hardness comparable to many hardwoods.

  • Naturally Antimicrobial: Bamboo has natural properties that resist bacteria and odors, making it excellent for kitchen tools.

  • Lightweight yet Strong: It offers an excellent strength-to-weight ratio.

Q8: I see “natural variations” mentioned in your descriptions. What does that mean?
A: Wood and bamboo are natural, organic materials. As such, each piece is unique. Variations in grain pattern, color tone, and subtle texture differences are inherent characteristics, not defects. These variations add to the beauty and individuality of your product. We carefully select our materials, but we cannot guarantee a perfect match between a product image online and the specific piece you receive, nor can we guarantee an exact match between separate items purchased at different times. We consider significant color mismatch or structural flaws as defects, which are covered under our policies.

Q9: What is the weight capacity of your shelves?
A: Weight capacity varies significantly by shelf model, size, mounting method (wall-mounted vs. freestanding), and wall type. The specific weight limit is always listed in the product description and assembly manual. It is critical to follow the assembly instructions, use appropriate wall anchors for your wall material (drywall, stud, masonry), and never exceed the stated weight limit. Distributing weight evenly is also key. If you are unsure, consult a professional installer.

Q10: Are your kitchen utensils food-safe?
A: Absolutely. Our wooden and bamboo utensils are finished with food-safe oils and sealants. They are designed for direct food contact. We recommend washing them before first use as per the care instructions.

IV. Ordering, Payment & Account Management

Q11: How do I place an order?
A: Simply browse kinas.site, select your desired products and quantities, and add them to your cart. Proceed to checkout, where you will enter your shipping details, choose a shipping method, and complete payment using one of our secure methods (credit/debit card, Apple Pay, Google Pay).

Q12: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, etc.), as well as Apple Pay and Google Pay. All payments are securely processed through Stripe, a PCI-compliant payment gateway. We do not store your full card details on our servers.

Q13: Can I modify or cancel my order after placing it?
A: We process orders quickly to ensure fast shipping. If you need to modify or cancel an order, you must contact us immediately at kinasllc@gmail.com with your order number. We will attempt to accommodate your request if the order has not yet entered the packing/shipping stage. Once an order has shipped, it cannot be canceled. You may then follow our Refund and Return Policy upon receipt.

Q14: Is my personal and payment information secure?
A: Yes. We use industry-standard SSL (Secure Sockets Layer) encryption on our website to protect data transmission. All payment transactions are handled by Stripe, which is certified to the highest level of PCI-DSS compliance. We never have access to or store your full credit card numbers.

Q15: Do you charge sales tax?
A: For orders shipped to addresses within the United States, applicable state and local sales tax will be calculated and added to your order total at checkout based on your delivery address.

Q16: I’m an international customer. Will I be charged import duties?
A: Yes, most likely. Any customs duties, import taxes, VAT, or other fees imposed by the destination country are the sole responsibility of the recipient. Kinas LLC has no control over these charges and cannot predict what they may be. Your local customs office can provide information on applicable rates. These fees are not included in your order total or shipping charges and are typically collected by the delivery carrier upon arrival.

V. Shipping & Delivery

Q17: What are your shipping options and costs?
A: We offer several shipping options within the continental United States, typically including Standard Ground and Expedited services. Shipping costs are calculated in real-time at checkout based on your delivery address, order weight, and dimensions. For international orders, shipping costs and available carriers are also calculated at checkout. Please see our detailed Shipping Policy for more information.

Q18: How long will it take to receive my order?
A: This depends on your location and the shipping method chosen.

  • Processing Time: Orders are typically processed and prepared for shipment within 1-3 business days.

  • Transit Time: Within the continental US, Standard shipping usually takes 3-7 business days after dispatch. Expedited options are faster (2-3 business days). International delivery times vary widely by country, ranging from 7 to 30+ business days after dispatch, heavily influenced by customs processing.
    You will receive a shipping confirmation email with a tracking number once your order leaves our warehouse.

Q19: How can I track my order?
A: Once your order ships, you will receive an email containing your tracking number and a link to the carrier’s tracking page. You can also log into your account on kinas.site (if you created one) to view order status and tracking information.

Q20: What if my order arrives damaged?
A: Inspect your package immediately upon delivery. If there is visible damage to the shipping box, note it on the carrier’s delivery receipt (if you sign for it). Please take photos of the damaged box and product. If the product itself is damaged, contact us within 48 hours of delivery at kinasllc@gmail.com with your order number, a description of the damage, and clear photographs. We will work with you to arrange a replacement, partial refund, or other suitable resolution.

Q21: What if my package is lost?
A: First, use the provided tracking number to check its status. If the tracking shows “Delivered” but you haven’t received it, check with neighbors, building management, or other secure delivery spots. If it remains lost, contact the carrier directly to open a trace. If the carrier confirms the package is lost, please contact us at kinasllc@gmail.com, and we will work with the carrier to resolve the issue and get your order to you.

Q22: Do you ship to PO Boxes, APOs, or FPOs?
A: Due to the size and nature of our products, we generally cannot ship to PO Boxes. We can often ship to APO/FPO addresses via USPS, but shipping times are significantly longer, and some product restrictions may apply. Please contact us before ordering to confirm.

VI. Returns, Refunds & Exchanges

Q23: What is your return policy?
A: We offer a 30-day return policy from the date of delivery for items in new, unused, and unassembled condition, with all original packaging and components. Please review our full Refund and Return Policy for complete details, including non-returnable items, restocking fees, and step-by-step instructions.

Q24: How do I initiate a return?
A: You must first contact us at kinasllc@gmail.com within 30 days of delivery to request a Return Merchandise Authorization (RMA). Do not ship anything back without this authorization. Include your order number, the item(s) you wish to return, the reason, and photos of the product and packaging.

Q25: Who pays for return shipping?
A: For returns due to customer preference (e.g., change of mind, wrong size), the customer is responsible for return shipping costs. For returns due to our error or a verified defective/damaged item, we will provide a prepaid return label or arrange a pickup.

Q26: How long does it take to receive a refund?
A: Once we receive and inspect your return (typically 3-5 business days after arrival), we will process the refund to your original payment method. Please allow an additional 5-10 business days for the refund to post to your account, depending on your bank or card issuer.

Q27: Do you offer exchanges?
A: To get you the correct item as quickly as possible, we recommend processing a return for the unwanted item and placing a new order for the desired item. This ensures the new item is reserved for you immediately.

VII. Warranties & Guarantees

Q28: Do your products come with a warranty?
A: Yes. Kinas LLC warrants that our products will be free from material defects in workmanship and materials under normal household use for a period of one (1) year from the date of original purchase. This warranty covers structural integrity and functionality. It does not cover damage resulting from misuse, accident, improper assembly, neglect, normal wear and tear, or natural variations in wood and bamboo.

Q29: How do I make a warranty claim?
A: Contact us at kinasllc@gmail.com with your order number, a description of the defect, and clear photographs or video demonstrating the issue. Our support team will evaluate your claim and, if covered, determine the appropriate remedy, which may include replacement parts, a full product replacement, or a refund.

VIII. Contact & Support

Q30: What is the best way to contact customer service?
A: For the fastest and most efficient service, please email us at kinasllc@gmail.com. Include your order number (if applicable) and a detailed description of your inquiry. We aim to respond to all emails within 24 business hours (Monday-Friday). You can also find additional information in our Contact Us page.

Q31: What are your customer service hours?
A: Our customer service team operates Monday through Friday, from 9:00 AM to 5:00 PM Mountain Standard Time (MST). Emails received outside these hours will be addressed on the next business day.

We hope this FAQ has been helpful. At Kinas LLC, we are dedicated to providing you with not only beautiful, sustainable products but also a transparent and supportive shopping experience. Thank you for choosing us to be a part of your home.