Frequently Asked Questions

FOREZA · Customer Support · 30 Common Questions

By FOREZA Editorial · Last updated 2026-06-04 · 12 min read · Customer Support

Thirty direct, no-fluff answers about authentic Kyara agarwood from Guanzhu, China — from how we grade and water-test our wood, to shipping times, CITES permits, and how to care for a bracelet that will outlive its first owner. This page is the single best place to start if you are considering an order from FOREZA, or if you already have a piece in hand and want to keep it fragrant for decades.

1. About FOREZA

1.1 Where is FOREZA located?

FOREZA is headquartered in Hong Kong (RM 10, 22/F THE CLOUD 111 TUNG CHAU, Tai Kok Tsui, Kowloon) and operates its workshop and direct-from-source supply chain in Guanzhu Town, Dianbai District, Maoming City, Guangdong, China — historically known as the Capital of Chinese Agarwood. This dual presence lets us run an international retail and B2B operation from Hong Kong while keeping our wood sourcing and grading 100% on-site in Guanzhu.

1.2 Are you a manufacturer or a reseller?

We are the manufacturer. Every piece of FOREZA Kyara agarwood is graded, water-tested, and packaged at our own workshop in Guanzhu. We do not resell, broker, or source through intermediaries — this is what makes our factory-direct pricing and authenticity promise possible. When you order from FOREZA, you are buying directly from the workshop in Guanzhu, not from a trading company that may have misrepresented the wood along the way.

1.3 What is Kyara agarwood?

Kyara (also written Qi-Nan, Kynam, or 奇楠) is the most prized grade of agarwood, representing less than 1% of global agarwood yield. It is distinguished by its multi-layered aroma (sweet honey, cooling menthol, deep wood), high oleoresin density, and the ability to sink in water without hesitation. Kyara is the "wood of the gods" referenced in Song dynasty incense literature and remains the most sought-after grade for collectors, perfumers, and ritual use.

1.4 Why Guanzhu?

Guanzhu Town in Maoming, Guangdong has been the historical heart of Chinese agarwood cultivation for over 700 years. Its subtropical microclimate, mineral-rich soil, and multi-generational crafting tradition produce Aquilaria sinensis agarwood of the highest resin density. FOREZA is one of the very few brands that sources directly from this origin. For a deeper look at the geography and heritage, see Our Story — Rooted in the Capital of Agarwood.

1.5 Do you ship worldwide?

Yes. We offer free worldwide shipping on all orders. Shipments are dispatched from Hong Kong or Shenzhen free trade zone via DHL, FedEx, or UPS. Delivery typically takes 5–10 business days to North America and Europe, and 7–14 business days to the Middle East and Southeast Asia. Tracking is provided for every shipment.

2. Product & Authenticity

2.1 What grades do you sell?

We sell four official grades, from highest to lowest:

• Sinking-grade Kyara — density > 1, sinks immediately in water
• Premium Semi-Sinking Kyara — slowly submerges
• Agarwood Chips / Slices / Granules — entry to mid-grade, floats
• Raw Material — for hand-processing and collectors

For a side-by-side comparison, see our Agarwood Education series or the flagship product page at /products/foreza-kyara-oud.

2.2 How do I verify sinking grade?

Place a fully dry piece in room-temperature water. Sinking-grade Kyara submerges immediately without hesitation. Semi-sinking grade drifts slowly downward. Floating pieces are not sinking-grade regardless of label. Counterfeit "sinking-grade" often floats or slowly drifts — a sign the core is wood, not resin. For the physics behind it, see our Why True Kynam Sinks article.

2.3 Are your beads treated with fragrance oil or chemical resin?

No. Our bracelets and beads are 100% natural, hand-polished, and never soaked in fragrance oil or coated with chemically induced resin. Beads treated this way smell strong at first but fade to nothing within weeks; authentic Kyara retains its multi-layered aroma for decades. To see what chemically induced agarwood looks like in the wild, read Why Your "Kynam" Might Just Be Chemically Induced Agarwood.

2.4 What's the difference between chips, slices, and granules?

They are different physical forms of the same wood. Chips are irregular small pieces (good for incense ceremonies and entry use). Slices are thin cross-sections (best for electric heaters and visual appreciation). Granules are finely broken pieces (ideal for ritual burning, quick warming, and uniform aroma release). All three are interchangeable in use; the form is a matter of preference. See the visual comparison at The Connoisseur's Guide to Chunks, Slices, and Granules.

2.5 Do you offer certificates of authenticity?

Yes. Every order can be accompanied by a FOREZA Certificate of Authenticity on request, including grade, weight, origin (Guanzhu Town, Maoming, China), batch number, and our Master Grader's signature. See the full certificate layout at /pages/certificate-of-authenticity.

3. Pricing & MOQ

3.1 What is the price per gram?

Our retail 100 g pack of FOREZA Kyara Oud (chips / slices / granules) is priced at $199 USD, which works out to $1.99 per gram. Sinking-grade selection, hand-graded bracelet stock, and rare collector items are priced individually — see The Signature Kynam Collection.

3.2 Do you offer bulk discounts?

Yes. We offer factory-direct wholesale pricing for B2B buyers, with quantity tiers starting at 5 kg. To request a quote, please use our B2B inquiry form at /pages/wholesale-b2b or email zhangxiaobao217@gmail.com with subject "Wholesale Inquiry."

3.3 What is the MOQ for B2B?

Our minimum order quantity depends on the product line. For chips / slices / granules the MOQ starts at 5 kg. For bracelet and bead customization the MOQ is 20 pieces per size. For private label / OEM orders, please contact us for case-by-case quotation.

3.4 Do you accept custom orders?

Yes. We accept custom cuts, custom bracelet sizing, and private label / OEM requests for verified B2B partners. Lead time is typically 4–8 weeks depending on specification. Please reach out via /pages/wholesale-b2b to begin.

3.5 What payment methods do you accept?

Our Shopify checkout supports American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, UnionPay, and Visa. For B2B orders over $5,000 USD, we also accept wire transfer (T/T) and Letter of Credit (L/C) on a case-by-case basis.

4. Shipping & Customs

4.1 How long does shipping take?

All orders ship free worldwide via DHL, FedEx, or UPS. Typical delivery times:

• North America — 5–8 business days
• Europe — 6–10 business days
• Middle East — 7–12 business days
• Southeast Asia — 5–9 business days
• Australia / New Zealand — 8–14 business days

Tracking is provided for every shipment.

4.2 Do you provide CITES permits?

Yes. Aquilaria sinensis is listed under CITES Appendix II. We hold valid export permits from the People's Republic of China and provide full CITES documentation with every international shipment. For details on our sourcing and compliance practices, see /pages/sourcing-ethics.

4.3 What about customs duties and import taxes?

Import duties and taxes are determined by the destination country and are the responsibility of the buyer. We declare the actual transaction value on the commercial invoice; we do not mark down values or mis-declare contents. CITES documentation is included to expedite customs clearance.

4.4 Can I track my order?

Yes. A tracking number is emailed to you within 24–48 hours of dispatch. You can also log in to your FOREZA account at any time to view real-time order status.

4.5 Do you ship to [my country]?

We ship to most countries worldwide. A few regions (e.g. certain sanctions jurisdictions) are excluded. To confirm whether we ship to your specific country, please contact us at zhangxiaobao217@gmail.com with your shipping address.

5. Returns & Refunds

5.1 What is your return policy?

We accept returns of unopened, sealed products within 30 days of delivery for a full refund. Because agarwood is a personal-care and ritual item, opened or burned products cannot be returned for hygiene reasons. See our full Refund Policy at /policies/refund-policy.

5.2 Can I return opened incense or burned chips?

No. Once a product has been opened, partially burned, or had its seal broken, we cannot accept returns for hygiene and authenticity reasons. We strongly recommend ordering a small sample (3 g) for first-time buyers to confirm aroma and grade preference before placing a larger order.

5.3 How do refunds work?

Once your return is received and inspected, we will notify you by email. Approved refunds are credited to your original payment method within 5–10 business days. Shipping costs for returns due to buyer preference are non-refundable.

5.4 What if my order arrives damaged?

Please photograph the package and the damaged contents within 48 hours of delivery and email the images to zhangxiaobao217@gmail.com. We will arrange a replacement or full refund at no additional cost, including return shipping where applicable.

5.5 Do you offer exchanges?

Yes, for unopened products of equal or lesser value. To request an exchange, please contact us at zhangxiaobao217@gmail.com with your order number and the item you wish to exchange. We will provide return instructions and re-ship the replacement once the original is received.

6. Care & Storage

6.1 How should I store agarwood?

Store agarwood in a breathable pouch (cotton or natural fiber) or a wooden box, away from direct sunlight, heat, and humidity. Avoid airtight plastic bags, which can trap residual moisture and may encourage surface mold. For long-term storage, wrap in unbleached cotton and place in a drawer at room temperature. For the full ritual of storage, see Agarwood Care & Storage.

6.2 How long does the scent last?

Authentic Kyara agarwood holds its aroma for decades, and well-stored antique pieces continue to release scent for 50+ years. The aroma is released not by burning but by gentle warming (e.g. on an electric agarwood heater at 80–120 °C) or by friction. Avoid direct flame, which destroys the resin profile.

6.3 Can agarwood scent be reactivated after years of storage?

Yes. If a piece seems to have lost its aroma after long storage, gently warm it on an electric heater for 5–10 minutes. The heat reactivates the oleoresin, and the multi-layered scent (sweet honey → cooling menthol → deep wood) returns. Surface dust should be removed with a soft, dry brush before warming.

6.4 How do I clean agarwood beads?

Do not soak or use water. Wipe gently with a soft, dry cotton cloth. For a deeper clean, rub lightly with a piece of unbleached cotton. Avoid chemical cleaners, alcohol, or soap. Long-term wear on the skin will naturally polish the beads and bring out a soft patina.

6.5 Can I machine-wash a bracelet?

Never. Water, detergent, and machine agitation will damage the natural resin and may cause the beads to crack. To care for a worn bracelet, wipe with a dry soft cloth and rest it in a ventilated pouch overnight. See our bracelet care guide at How to Care for an Agarwood Bracelet.

Continue Exploring

• Agarwood Education — Beginner's Guide Series (8 chapters)
• What is Kynam Agarwood? The Ultimate Guide to the King of Oud
• Our Story — Rooted in the Capital of Agarwood
• Certificate of Authenticity
• Sourcing & CITES Ethics
• Wholesale & B2B Partnership