ordering FAQ

ordering FAQ

1. what are your shipping rates?

2. how do I check the status of my order?

3. is there a tracking number available for my order?

4. i ordered the wrong item, what do I do?

5. how do I know if my order has been shipped?

6. how do I know if my order was placed?

7. do you charge tax on products sold on your website?

8. is your site secure?

9. when will my credit card be charged?

10. why would my credit card be declined?

11. what payment methods and currencies are supported?

12. how do I return an item that I purchased at kivikis.com?

13. do you take international orders?

14. import duties?

15. where your products available in Europe and US?

16. do you sell wholesale?

17. do you have a "real" store?

18. do you have a catalog?

 

1. what are your shipping rates?
Click here to see our shipping rates. 

2. how do I check the status of my order?
Your order confirmation e-mail should include the tracking number and shipment method of your order. Otherwise, please e-mail Customer Support or call us at 370 647 37705, and we'll gladly check the status of your order.

3. is there a tracking number available for my order?
Point to point track and trace is currently available at your local post office tracking web page.

4. i ordered the wrong item, what do I do?
Please e-mail Customer Support or call us at 370 647 37705 and we will be happy to cancel or modify your order if it has not yet shipped.

5. how do I know if my order has been shipped?
Your order will be shipped within 24-48 hours, unless otherwise noted. When your order is shipped you will receive a shipping notification email. If this does not occur within 72 hours, please contact us for assistance.

6. how do I know if my order was placed?
When you successfully submit an order you will see a confirmation screen. You should also receive confirmation e-mail within minutes of placing your order. If this does not occur, please contact us for assistance.

7. do you charge tax on products sold on your website?
We are required by law to collect sales tax on all order.

8. is your site secure?
Our site uses industry standard SSL encryption to ensure that privacy is maintained with each and every customer transaction. All transactions are processed directly with our banking authority using industry standard encryption technology. We do not store your credit card details and we do not have access to your credit card data. Your credit card details are sent directly to our merchant bank for processing. Additionally, we have a strict privacy policy that allows us to protect the privacy and security of our customers. We will never disclose or distribute your email addresses and personal details to any third party.

9. when will my credit card be charged?
Your credit card will be charged when we ship your order, generally 48 hours after you place it.

10. why would my credit card be declined?
A credit card can be declined for many reasons. Possible reasons why the credit card would fail are incorrect credit card number, incorrect expiration date, incorrect card holder name, incorrect security code, insufficient funds, declined by the credit card company, and address verification. Please make sure that all credit card details are entered EXACTLY as they appear on the card and monthly statement.

11. what payment methods and currencies are supported?
We accept Visa, MasterCard, PayPal and Bank Transfer. American Express is accepted through PayPal only (choose the "PayPal" option when you checkout). Bank transfers can either be sent in Euro (EUR) or U.S. Dollars (USD). We accept purchase orders (POs) from established companies, educational institutions, and government entities (subject to verification).
We will bill your credit card in Euros and your credit card company will convert the charges for you in your local currency. Please note that prices shown in the currency other than EURO are for orientation only. Actual charge amount may differ slightly due to your credit card's exchange rate/processing date.
NOTE: a Foreign Transaction Fee (also known as an International Service Assessment Fee) may be imposed by some banks or credit card companies if you purchase goods or services from a merchant that is located outside the EU or US. As kivikis.com is an international company registered in EU, your financial institution could also be applying a similar cross-border assessment fee, even if the transaction does not require currency to be converted. If you have any questions about this Foreign Transaction Fee please contact your card-issuing bank. We only charge the amount shown during the checkout and in our e-mail notifications.

12. h
ow do I return an item that I purchased at kivikis.com?
We will gladly make an exchange, credit or refund on any item purchased directly from kivikis.com for a period of 30 days from the original date of purchase. Please contact customer support to process an exchange.
Returned merchandise must be in new condition, including original packaging and accessories. Additionally, any return that has missing accessories or is incomplete in packaging may be rejected or will be subject to an additional restock fee to cover the price of the missing item. Shipping charges will NOT be refunded. 
Before returning any merchandise you must contact customer support to process an exchange. Any unauthorized or improperly packaged returns will be returned to sender. Returning merchandise numbers are valid for 20 business days and all returns must be received within 20 days of obtaining the Returning merchandise number. You are responsible for shipping costs of all returns.

13. do you take international orders?
We ship to most international locations. All orders are shipped via registered priority mail  and take anywhere from 2 to 21 business days for delivery, depending on your shipping address.

14. import duties?
We currently ship to over 50 countries across the globe and the majority of our orders usually have no customs taxes due, however all taxes, duties, brokerage fees and expenses related to importation and compliance with local import country laws are exclusively the responsibility of the recipient. Please consult your local country Customs Service and other relevant authorities to confirm that no restrictions or special requirements will apply to your order.

15. where your products available in Europe and US?
Yes. You can obtain a variety of our products across Europe and US, as well as some small independent stores. For information regarding a specific product's availability contact us or the store directly.

16. do you sell wholesale?
YES, our products can be purchased at wholesale prices for resale. Please note: we may require a turn-around time of 1 to 4 weeks to fulfill your wholesale quantity order, depending on the product availability at a given time.
For more information, please contact us.

17. do you have a "real" store?
kivikis.com is an Internet store with a warehouse and distribution facility. We do not have a traditional brick and mortar store. We would not be able to offer the low prices that we offer if we had the overhead expenses of a traditional retail business. Since our customers are unable to physically visit us, we make every attempt to make our web store shopper friendly and as close to the "real" store as possible.

18. do you have a catalog?
we do not have a printed catalog, we like to think of our web store as a virtual catalog. All available products are listed on our website.

For other questions or more information, please contact our customer service team by clicking here.