Shipping policy

Shipping Policy

Order Processing

  • Processing time: 1–2 business days (Mon–Fri, excluding holidays).

  • Orders placed after 12pm local time begin processing the next business day.

  • You’ll receive a shipping confirmation email with tracking as soon as your order ships.

Estimated Transit Times

Transit times begin after your order has been processed and shipped.

  • United States: 3–5 business days

  • Canada: 6–12 business days

  • International (outside USA & Canada): 6–12 business days

These are estimates provided by carriers. Weather, customs, and peak-season volume can cause delays that are outside our control.

Shipping Rates

  • Rates are calculated at checkout based on destination, weight, and service.

  • Some regions may incur remote-area or additional carrier surcharges.

Tracking

  • Tracking details are emailed when your order ships.

  • It can take 24–48 hours for tracking to update after the label is created.

Customs, Duties & Taxes (International & Canada)

  • International shipments may be subject to import duties, taxes, and fees once the package reaches your country.

  • These charges are the customer’s responsibility. We cannot predict or control these costs.

Address Changes & Order Edits

  • If you need to update your shipping address, contact us immediately after placing your order.

  • Once an order has shipped, we’re unable to change the address or redirect the package.

PO Boxes & Military Addresses

  • We can ship to most PO Boxes and APO/FPO/DPO addresses where carrier service allows. Some services may be restricted.

Lost, Stolen, or Delayed Packages

  • If tracking shows “Delivered” but you can’t locate the package, please:

    1. Check with household members and neighbors, and

    2. Contact the carrier for a GPS delivery trace.

  • After contacting the carrier, reach out to us and we’ll help open a trace/claim where applicable.

  • We’re not liable for packages after confirmed delivery scans, but we’ll do our best to assist.

Refused or Undeliverable Packages

  • Packages returned due to an incorrect address, refusal, or unclaimed status may be refunded minus shipping costs once received back at our facility. Reshipments will require a new shipping fee.

Preorders & Split Shipments (if applicable)

  • Items on preorder will ship by the estimated date on the product page. Orders with in-stock and preorder items may ship separately.

Contact

Questions about your shipment? Email us at hello@kivacacao.com with your order number and we’ll be happy to help.