From our dispatch point to your door.
- Orders ship within 5 business days after payment confirmation.
- Estimated transit: 5–20 business days after dispatch; normally 5–25 business days overall.
- Shipping origin: China.
- Worldwide delivery, subject to checkout destination restrictions.
- Shipping charges are calculated at checkout by destination and method.
- Import duties and customs clearance fees are included in the checkout total.
- Tracking information is emailed after dispatch.
Business days generally mean Monday–Friday, excluding public holidays affecting dispatch, transit, or delivery. Estimates are not guaranteed dates. Routes, weather, customs inspections, and local delivery arrangements can affect timing.
Preparing and delivering your order
Provide complete and accurate address, contact, and billing details. We will contact you if clarification, inventory issues, or another circumstance affects dispatch, explain revised arrangements, and discuss cancellation and refund where applicable. If an address cannot be served and no suitable alternative is agreed, the unfulfillable order will be refunded.
Tracking and split shipments
Allow time for carriers to scan and update tracking. Items may arrive separately because of size, packaging, or fulfillment arrangements. We provide corresponding information and do not charge extra for split shipments arranged by us.
Additional customs requests
If asked to pay import duties or clearance fees, contact us with the notice before paying. If already paid, keep the receipt. We will verify and arrange appropriate resolution for charges that should have been included.
Delays, loss, or missing deliveries
Send your order and tracking numbers for prolonged tracking gaps or late delivery. For packages marked delivered, check entrances, mailrooms, collection areas, and household members, and contact us. We investigate and contact the carrier as needed; a delivered status does not automatically close a claim. Confirmed loss or failed delivery will be addressed through an appropriate replacement, refund, or other solution.
Damage, missing items, and redelivery
Keep products, packaging, and labels and send photos of damage or discrepancies. An unboxing video is not mandatory. Issues caused by our error or shipping damage are resolved without extra charges. Redelivery costs caused by incorrect customer-provided details will be explained and agreed before arrangements are made; redelivery for our or the carrier’s error is not charged to you.
Contact service@kivorra.com or +86 131 6375 2356, 9:00 a.m.–6:00 p.m. PDT, with your order details.
Kivorra™ — A soft place to come home to, every day.