This Shipping Policy explains how KIVELLAY processes and ships orders placed through kivellay.com.
1. Order Processing
Orders are generally processed within 1–3 business days after they are successfully placed and accepted.
Processing occurs before the order is handed to the shipping carrier.
Orders placed around weekends, public holidays, high-volume periods, or unusual fulfillment conditions may require additional time.
If a material issue prevents us from processing your order, we may contact you using the information provided during checkout.
2. Estimated Delivery
Estimated delivery is generally 7–20 business days after shipment.
Delivery estimates are provided for general guidance and are not guaranteed arrival dates.
Actual delivery time may vary because of:
• Destination
• Carrier routing
• Customs processing
• Local postal conditions
• Weather
• Public holidays
• High-volume periods
• Incorrect or incomplete addresses
• Events outside our reasonable control
3. Shipping Methods
Available shipping methods depend on your destination and the options currently supported at checkout.
The final available method is shown before the order is submitted.
4. Shipping Charges
Shipping charges, where applicable, are calculated or displayed at checkout.
Shipping cost may vary depending on the destination, order, package, and available shipping method.
Unless a specific promotion expressly states otherwise, KIVELLAY does not promise a permanent store-wide free-shipping threshold.
5. Tracking
When tracking is available, tracking information will be provided after shipment.
Tracking systems may require additional time to display the first carrier scan.
A temporary lack of tracking movement does not necessarily mean the package is lost.
6. Multiple Packages
In some circumstances, items within the same order may be shipped separately.
If this occurs, you may receive more than one package or tracking number.
7. Shipping Address
Customers are responsible for providing a complete and accurate delivery address during checkout.
If you notice an address error, contact service@kivellay.com as soon as possible.
We will attempt to review the request, but an address change cannot be guaranteed once fulfillment has started.
KIVELLAY is not responsible for delivery problems caused by incorrect or incomplete customer-provided information where the order has already been shipped to the address submitted at checkout.
8. Delivery Delays
Carrier delays can occur after a package leaves our fulfillment process.
If your order is delayed, please first review the tracking information.
If the shipment appears materially delayed or unusual, contact us and we will review the available shipment information.
9. Lost Packages
If tracking indicates unusual delay, non-delivery, or another delivery problem, contact us with your order number.
We may ask you to confirm the shipping address and other delivery information.
Resolution may depend on the tracking record, carrier investigation, delivery confirmation, and circumstances of the order.
10. Damaged Packages
If your package arrives visibly damaged, please keep the packaging until the issue has been reviewed.
Contact service@kivellay.com with photographs showing the package and affected product.
This helps us determine whether the issue occurred during transportation and what resolution is appropriate.
11. Customs, Duties & International Orders
International shipments may be subject to customs processing, import duties, taxes, or other fees imposed by the destination country or region.
Unless otherwise stated at checkout or required by applicable law, such charges are not included in the product price and may be collected separately by the appropriate authority or carrier.
Customs processing may also affect delivery time.
12. Refused or Undeliverable Packages
Packages refused by the recipient or returned because of an incorrect address, unsuccessful delivery, customs issue, or other delivery problem will be reviewed after they are returned.
Any refund or reshipment will depend on the circumstances and applicable costs.
13. Order Changes & Cancellation
If you need to request a change or cancellation, contact us as soon as possible.
We cannot guarantee that a request can be completed once an order has entered processing or fulfillment.
Orders that have already shipped generally cannot be cancelled.
14. Contact
For shipping assistance:
KIVELLAY
Website: kivellay.com
Email: service@kivellay.com
Phone: +86 199 0779 5717