FAQ

Shipping

Shipping Policy

Thank you for choosing Kivanchi for your skincare needs! We are committed to getting your order to you as quickly and safely as possible.

Shipping (USA) Only

Enjoy free shipping on orders over $50 USD. 

1. Shipment Processing Time

  • All orders are processed within 1-2 business days (Monday through Friday, excluding major holidays) of receiving your order confirmation email. Transit time will vary depending on your shipping address in relation to our California based depot.
  • You will receive another notification when your order has shipped.
  • Order Cut-off Time: Orders placed after 2:00 PM PST will be processed the following business day.
  • During high-volume periods (e.g., holidays or major sales), processing times may be delayed. We will communicate any significant delays via email.
  • We ship via US Postal Service to all 50 states, Puerto Rico and APO addresses.

2. Special Handling

  • Temperature Sensitivity: Some skincare products (especially certain vitamins, or retinol) can be sensitive to extreme heat or cold. While we package with care, we advise selecting Expedited shipping during extreme weather months to minimize transit time. Kivanchi is not responsible for product degradation due to delivery delays or exposure to extreme temperatures after the package has been delivered to the shipping address.

3. Order Tracking and Confirmation

  • You will receive a Shipment Confirmation email containing your tracking number(s) once your order has shipped. The tracking number will be active within 24-48 hours.
  • Use the tracking number provided to monitor your package's transit and estimated delivery date directly on the carrier's website.

4. Damages, Loss, and Non-Delivery

  • 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.

5. International Shipping

  • We Do Not offer international shipping. We will update you if this changes in the future.
Return policy

Return Policy

Our Commitment to Science & Satisfaction

At Kivanchi, we back our skin care innovations with science. We believe in our products, but we also respect your skin’s unique biology. If our product doesn't deliver the results you were looking for, we are here to make it right.

1. The Kivanchi 100-Day Efficacy Guarantee (Opened Products)

We want you to experience the full benefit of our skin care products. Because results may take time depending on one's unique skin biology, we offer an extended trial period for our products.

  • Trial Period: You may return opened/used products within 100 days of delivery if you are not satisfied with the results.
  • Condition: We ask that you use the product consistently for at least 28 days (one full skin cycle) before initiating a return, as high-performance actives require time to work.
  • Refund Type: Returns of used products under this guarantee are eligible for Store Credit or Full Refund.

To prevent abuse of our Efficacy Guarantee, we do not accept returns of "empty" or nearly empty containers (less than 25% product remaining).

2. Standard Returns (Unopened & Unused)

Changed your mind? No problem.

  • Window: 21 days from delivery.
  • Condition: Items must be in their original, unopened packaging with seals intact. If we cannot scan the product barcode, we cannot process return for that product.
  • Refund Type: Full refund to your original payment method (minus shipping costs).

Return shipping is free within the United States. Initial order shipping fees are not refundable. 

Refunds are issued to the original payment method within 10 business days of return package arrival at our returns processor. 

You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction.

Purchase and return activities are monitored for abuse or unauthorized resale on any other retail channels.  We reserve the right to deny purchases and refunds.

3. Adverse Reaction Protocol

Our formulas are potent. While we ensure for product safety, individual sensitivities vary.

  • If you experience an adverse reaction (redness, itching, burning) within 7 days of use, please discontinue use immediately.
  • Contact us with a photo of the reaction/skin condition.
  • Resolution: We will process an immediate Full Refund for the item, waiving any return shipping fees.

Initiate all returns by filling up the Contact Us form or sending an email at customerservice@kivanchi.com.

Need More Help?

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