Shipping policy

At KIVEMA, we are committed to providing a transparent, reliable, and efficient shipping experience for all customers worldwide. This Shipping Policy explains our order processing times, shipping methods, delivery estimates, international shipping terms, and customer responsibilities.

Shipping Origin

Our products are shipped from our warehouse located at:

For certain regions, including Israel and selected international destinations, products may be fulfilled from additional partner warehouses or distribution centers. The warehouse used for your order is determined automatically based on product availability and destination to ensure the fastest possible delivery.

Note: The shipping origin does not affect product quality or warranty.

Contact Information

For any questions or assistance regarding your order, please contact us via:

• Website chat
• Email: office@kivemaltd.com

Our support team is available Sunday through Thursday (excluding holidays).

Order Processing Times

Standard order processing time is up to 2 business days.

• Orders received by 14:00 (2 PM) are typically processed the same day.
• Orders placed after 14:00 will be processed the following business day.

No processing takes place on Saturdays, Sundays, or holidays.

Order processing includes payment verification, packing, and preparation for carrier pickup.

Shipping Methods & Costs

Shipping methods vary by destination and are displayed during checkout.

Shipping cost is calculated based on:

• Delivery destination
• Selected shipping option
• Carrier rates

Customers will see the final shipping cost before completing the order.

Estimated Delivery Times

Delivery times depend on the chosen carrier and destination:

• United States (ships from Delaware): 3–7 business days
• European Union (ships from Germany): 3–10 business days, depending on the country
• International destinations (outside the US and EU): 7–20 business days
• Express delivery (if available): shown at checkout

Important notes: Delivery times are estimates only and may be affected by holidays, customs clearance, carrier delays, or unforeseen events. Orders are not delivered on local holidays or weekends.

International Shipping

We ship globally.

For international orders: Additional import duties, VAT, customs fees, or brokerage charges may apply. These fees are not included in product or shipping prices and are the customer’s responsibility. We cannot predict or influence these charges, as they vary by country.

Customers are encouraged to check with their local customs office for more details.

Tracking Information

Once your order has shipped, you will receive an email containing:

• Carrier name
• Tracking number
• Link to track your shipment

Tracking may take up to 24 hours to update.

Order Confirmation

After placing an order, you will receive an email confirmation containing:

• Order number
• Product details
• Pricing
• Shipping method
• Shipping/billing addresses

If you notice any errors, notify us immediately.

Lost, Delayed, or Damaged Shipments

If your shipment is:

• Lost
• Significantly delayed
• Delivered damaged

Please contact us promptly through chat or by email at office@kivemaltd.com.

We will coordinate with the carrier and work to resolve the issue, including reshipment or refund when appropriate.

Returns and Refunds

For details regarding returns, exchanges, and refunds, please refer to our Return Policy page.

Customer Responsibilities

By placing an order, customers acknowledge responsibility for:

• Providing a correct and complete shipping address
• Paying any applicable import duties or taxes
• Ensuring accessibility for delivery (e.g., accurate building/entry information)

Orders returned to us due to incorrect address or refusal to pay customs fees may incur additional charges.

Policy Updates

We may revise this Shipping Policy periodically. The updated version will be posted on this page with an updated “Last Updated” date.

Last Updated: 30/11/2025