Shipping policy
SHIPPING POLICY
Last updated: September 15, 2026
DHOFAR ESSENCE ships orders from Salalah, Sultanate of Oman, to supported destinations worldwide.
FREE SHIPPING
We offer free standard shipping to supported destinations worldwide.
ORDER PROCESSING
Orders are normally prepared and dispatched within 2–4 business days after payment is confirmed. Orders placed on weekends or public holidays will be processed on the next business day.
During busy periods, promotions, or public holidays, processing may require additional time.
ESTIMATED DELIVERY TIMES
Estimated delivery times after dispatch are:
• Sultanate of Oman: 3–5 business days
• GCC countries: 4–10 business days
• Other international destinations: 7–21 business days
These times are estimates and are not guaranteed. Remote locations, customs inspections, public holidays, carrier delays, weather conditions, and events beyond our reasonable control may extend delivery times.
ORDER TRACKING
When tracking is available, tracking information will be sent to the email address or phone number provided with the order. Tracking updates may take up to 48 hours to appear after dispatch.
CUSTOMS, DUTIES, AND IMPORT RESTRICTIONS
International customers are responsible for confirming that frankincense may legally be imported into their country.
Customs duties, import taxes, inspection fees, brokerage charges, and other destination-country fees are not included in our prices and are the responsibility of the recipient.
DHOFAR ESSENCE is not responsible for customs delays or for orders refused, confiscated, or returned because of destination-country restrictions or unpaid import charges, except where applicable law requires otherwise.
DELIVERY ADDRESS
Customers must provide a complete and accurate delivery address, phone number, and email address.
If you need to change the delivery address, contact us as soon as possible. We cannot guarantee changes after an order has been dispatched.
We are not responsible for delivery failure caused by incorrect or incomplete customer information. Additional shipping charges resulting from redelivery or address correction may be charged to the customer.
DELAYED OR LOST ORDERS
If tracking has not updated for 10 business days, or if your order has not arrived within 30 days after dispatch, please contact us so we can open an investigation with the shipping carrier.
A carrier investigation may be required before a replacement or refund is approved.
DAMAGED OR INCORRECT ORDERS
Please inspect your order immediately after delivery. If it arrives damaged, defective, or incorrect, contact us within 48 hours and provide:
• Your order number
• Clear photographs of the product
• Clear photographs of the external and internal packaging
We will assess the issue and provide an appropriate solution in accordance with our Return and Refund Policy.
CONTACT
For shipping questions, contact us at:
Email: arhab00001@gmail.com
Phone: +968 9385 7579