Shipping policy
Order Processing
Orders are processed in 2-3 business days (excluding weekends and holidays). During high-volume periods, processing may take longer.
Order Changes and Cancellations
Requests to change or cancel an order must be submitted within 24 hours of purchase by emailing support@kizvy.com with your order number.
After 24 hours, orders are locked and cannot be modified or canceled, even if they have not yet shipped, because orders may enter automated processing (including payment verification, picking, packing, and label creation) shortly after purchase.
If your order cannot be changed or canceled, you will need to follow the return process after delivery. Return requests must be submitted within 30 days of delivery (carrier "Delivered" scan). Returns and refunds are governed by our Refund Policy [https://kizvy.com/policies/refund-policy].
Estimated Shipping Times (Transit)
Shipping time varies by destination. These are transit estimates (not guarantees) and do not include processing time.
Estimated transit times:
- United States: 7-15 business days
- Canada / Europe / Australia / New Zealand / Asia: 7-15 business days
- Central & South America: 15-25 business days
- Africa: 15-30 business days
Important notes:
- Transit estimates exclude delays caused by customs, carrier disruptions, holidays, or severe weather.
- Some orders may ship in multiple packages.
Address Accuracy
Customers are responsible for providing an accurate shipping address at checkout.
If an order is returned to us because the address was incorrect or incomplete, we will require the customer to pay reshipping costs.
If we made an error in the address or shipment, we will correct it at no charge.
Customs, Duties, and Taxes
Customs duties, import taxes, and other fees (if any) are the customer's responsibility. By purchasing, you acknowledge that your order may be shipped internationally and may incur customs fees upon arrival.
Tracking Information
When your order ships, you will receive an email with tracking details.
Tracking may take 2-5 business days to update after the shipment is handed to the carrier. It is normal for tracking to show limited updates early in transit.
If your tracking has not updated for more than 7 business days after shipment, contact us at support@kizvy.com with your order number.
Lost Packages
A package is considered "lost" if:
- the carrier confirms it is lost, or
- tracking shows no updates for 15 business days (30 business days for international shipments) after the last tracking event.
Lost or undelivered shipments are handled separately from returns and are not subject to the return request or return shipment timelines.
We will assist with carrier investigations. If a package is confirmed lost, we will offer a resolution based on our review and verification.
Delivered But Not Received
If tracking shows "Delivered" but you did not receive the package, contact us within 48 hours of the delivery scan so we can help you start a carrier investigation.
Once a package is marked "Delivered" by the carrier, we are not responsible for theft or loss after delivery. Depending on the situation, we may request supporting documentation (such as a police report) to assist with an investigation.