Whether you are waiting for fresh bedding or a throw for your couch, we want you to know where your order ships from, when to expect it, and how to get help if a delivery issue arises.

This policy applies to 𝗞𝗶𝘃𝗼𝗿𝗿𝗮™ purchases made through kivorra.com.

1. Shipping at a Glance

• Order processing: Orders ship within 5 business days after payment is confirmed.

• Estimated transit time: 5–20 business days after dispatch.

• Shipping origin: China.

• Delivery coverage: Worldwide shipping, subject to destination restrictions shown at checkout.

• Shipping charges: Calculated at checkout based on your delivery address and selected shipping method.

• Import duties and customs clearance fees: Included in the checkout total. No additional payment for these charges is required upon delivery.

• Tracking: Tracking information is provided by email after dispatch.

Processing and transit are separate stages. Under normal circumstances, the estimated total time from payment confirmation to delivery is 5–25 business days.

In this policy, business days generally mean Monday through Friday, excluding public holidays affecting the shipping origin, destination, or transit route.

2. How We Prepare Your Order

After payment is confirmed, we review your order, prepare the items, and arrange shipment, normally within 5 business days.

Please provide an accurate recipient name, complete delivery address, postal code, phone number, and email address at checkout. Missing information or details requiring verification may affect dispatch. We will contact you for any necessary information and explain how this affects the estimated timeframe.

If an inventory issue or another circumstance prevents timely dispatch, we will explain the reason, provide an updated estimate, and discuss available options, including cancellation and a refund where applicable.

3. When to Expect Your Delivery

After your order ships from China, estimated delivery is 5–20 business days.

Actual transit times may be affected by the destination, shipping route, holidays, weather, customs inspections, and local delivery arrangements. Estimates are not guaranteed delivery dates, but we will help investigate and address delivery issues.

If you are ordering for a housewarming gift, holiday decorating, or another occasion with a fixed date, please allow sufficient time.

4. Delivery Destinations and Address Requirements

We offer worldwide shipping, although some countries, regions, or individual addresses may be subject to service restrictions. Please refer to whether checkout accepts your address and which shipping options are displayed.

If we discover after payment that an address cannot be served, we will contact you to discuss a suitable alternative address. If delivery cannot be arranged, we will refund the order we cannot fulfill.

To request an address change, email us your order number and the correct address as soon as possible. After dispatch, interception or redirection depends on the carrier’s capabilities, and we cannot guarantee that a change will be possible.

5. Shipping Charges, Import Duties, and Customs Clearance Fees

Shipping charges are calculated at checkout based on your delivery address and selected shipping method. They are displayed before you confirm payment.

Import duties and customs clearance fees associated with your order are included in the checkout total. We will not require you to pay these charges again upon delivery.

If a carrier or customs agency requests additional import duties or clearance fees, contact us first with your order number, the payment notice, and any relevant documentation. We will review and coordinate a resolution. If you have already paid charges that should have been included in your order total, keep your payment receipt so we can verify the payment and arrange an appropriate resolution.

6. Shipping Notifications and Tracking

After dispatch, we will send a shipping notification to the email address provided at checkout, including a tracking number or tracking link.

Tracking may not appear immediately after the email is sent. Please allow time for the carrier to receive, scan, and update the shipment. If the tracking link does not work or tracking remains unchanged for an extended period, contact us for assistance.

If you have not received a shipping notification, check your spam folder and confirm that your checkout email address is correct.

7. Split Shipments

Depending on item size, packaging requirements, and fulfillment arrangements, items in the same order may ship in separate packages. Bedding, long pillows, and larger cushions may require different packaging and may arrive at different times.

If your order ships in multiple packages, we will provide the relevant information through shipping notifications or customer support. Split shipments arranged by us will not result in additional shipping charges.

If only part of your order arrives, check your shipping notifications first. Contact us if you are unsure whether other packages are still in transit.

8. Delays, Suspected Loss, or Missing Deliveries

Past the estimated transit window or no recent tracking updates

Provide your order number and tracking number. We will review the shipment status, contact the carrier where necessary, and explain the findings and next steps.

Tracking shows “Delivered,” but you have not received the package

Check your entrance, mailroom, or building’s package collection area, and ask whether someone in your household accepted it. Contact us as well so we can review the delivery records. We will not automatically reject your claim solely because tracking shows “Delivered.”

Confirmed loss or delivery that cannot be completed

Based on the investigation and circumstances, we will work with you on a replacement shipment, refund, or another appropriate solution. We will not transfer all delivery responsibility to you simply because the package has been handed to the carrier.

9. Damaged Packages, Missing Items, or Incorrect Items

If your package arrives visibly damaged, or you discover damaged, missing, or incorrect items after opening it, keep the products, outer packaging, and shipping label, and contact us promptly.

Include your order number, a description of the issue, and clear photos showing the problem. A video may be helpful where needed, but not having an unboxing video will not automatically disqualify your claim.

After reviewing the issue, we will offer an appropriate reshipment, replacement, refund, or other solution. You will not be charged additional costs to resolve problems caused by our error or shipping damage.

10. Undeliverable and Returned Packages

If a package cannot be delivered because of an address issue, an unsuccessful delivery attempt, or another reason, we will help review the situation once we receive the relevant information.

Redelivery required because of our error or a carrier error will not involve additional charges to you. If an incorrect address supplied by the customer or a similar circumstance results in actual redelivery costs, we will explain the reason and amount and obtain your agreement before arranging redelivery. We will not charge you without explanation.

Cancellation or refund requests following a returned shipment will be handled according to the circumstances and our Return & Refund Policy.

11. Contact Us About Shipping

Customer Support Email: service@kivorra.com
Phone: +86 131 6375 2356
Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

For email inquiries, use “Shipping Inquiry | Order Number” as the subject and include your tracking number and a description of the issue.

𝗞𝗶𝘃𝗼𝗿𝗿𝗮™ — A soft place to come home to, every day.