FAQs
Frequently Asked Questions
Effective Date: August 28, 2026
1. Order & Payment
What payment methods do you accept?
We accept major credit and debit cards, including Visa, MasterCard, American Express, and Discover, as well as secure checkout through PayPal.
All payment transactions are processed through secure payment providers designed to help protect your payment information.
How do I apply a discount code?
During checkout, enter your discount code in the "Promo Code" field and click "Apply."
Please make sure the code is entered correctly without additional spaces.
If you experience any issues with a discount code, please contact our customer support team at:
How can I stay updated on promotions and deals?
You can subscribe to our newsletter through our website to receive product updates, promotions, and special offers.
You may unsubscribe from marketing emails at any time.
2. Order Status & Shipping
How long does processing and shipping take?
Orders are typically processed within:
1–3 business days
after payment confirmation.
Estimated delivery times are:
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United States: 7–15 business days
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International Orders: 10–20 business days
Delivery times are estimates and may vary due to holidays, weather conditions, customs procedures, carrier delays, or other circumstances beyond our control.
For additional information, please review our Shipping & Delivery Policy.
How do I check the status of my order?
After placing an order, you will receive an Order Confirmation Email.
Once your order has been shipped, you will receive a Shipping Confirmation Email containing your tracking information.
What should I do if I have not received my confirmation email?
Please check your spam or junk email folder first.
If you still cannot locate your confirmation email, please contact us at:
Please provide your name and order details so we can assist you.
How can I track my package?
Once your order has shipped, you can track your package using the tracking number provided in your Shipping Confirmation Email.
Please allow approximately 24–48 hours for tracking information to become available after shipment.
Why hasn't my tracking information updated?
Tracking information may take approximately 24–48 hours to update after your package has been shipped.
If your tracking information remains unchanged after this period, please contact our customer support team at:
3. Returns, Exchanges & Refunds
What is your return policy?
KIVAGOOD offers a 30-day return period from the date your order is delivered.
To qualify for a return:
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Items must be unworn and unused.
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Products must remain in their original condition.
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Original tags and packaging should be included where applicable.
Additional conditions may apply. Please review our Return & Refund Policy for complete details.
How do I request a return or refund?
To request a return or exchange, please contact:
Please include:
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Order number
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Product details
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Reason for return
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Photos or supporting information, if applicable
Our customer support team will review your request and provide return instructions.
Please do not send products back without receiving return instructions from our customer support team.
How long does it take to receive a refund?
Once an approved return has been received and inspected, we will process the applicable refund according to our Return & Refund Policy.
After the refund is issued, the time required for the funds to appear in your account may depend on your payment provider or financial institution.
Can I exchange an item?
If you would like to request an exchange, please contact us at:
Exchange requests are subject to product availability and the applicable conditions in our Return & Refund Policy.
4. Customer Support
How can I contact KIVAGOOD?
For questions about products, orders, shipping, returns, exchanges, refunds, or other customer service matters, please contact us by email:
Support Hours:
Monday – Friday, 9:00 AM – 6:00 PM (US Eastern Time)
We typically reply within 24 hours on business days.
What information should I include when contacting customer support?
For order-related questions, including your order number and a brief description of your request can help us assist you more efficiently.
For product or return-related questions, you may also include relevant product details or photos when applicable.
5. Important Information
Shipping and delivery times are estimates and may be affected by circumstances outside our control, including carrier delays, weather, holidays, customs procedures, and other unexpected events.
Please review our Shipping & Delivery Policy and Return & Refund Policy for complete terms and conditions.
If you have any questions, please contact: