- Damages: If your order arrives damaged, please contact us immediately with your order number and photos of the damage (including the product and packaging). We will work with you to file a claim with the carrier and arrange for a replacement or refund. Do not dispose of the damaged items or packaging until the claim is finalized.
- Loss/Theft: Kivanchi is not liable for packages that are confirmed as delivered by the carrier but are stolen or lost after delivery. We recommend: checking with neighbors or building management; waiting 48 hours as carriers sometimes prematurely mark packages as delivered; and filing a claim directly with the shipping carrier.
- Incorrect Address: The customer is responsible for ensuring the shipping address is correct. If an order is returned to us due to an incorrect or undeliverable address, you will be responsible for the original and return shipping costs. We can reship the order to a corrected address after receiving the returned package, and a new shipping fee will apply.
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