HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order in which they are received and respond promptly. We usually respond within 24 hours of receiving a message or email.
CAN I CHANGE MY DELIVERY ADDRESS AFTER I HAVE PLACED MY ORDER?
Once an order has been placed, our warehouse staff can pack and ship your order within 24 hours, so it is only sometimes possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can correct your package before it is shipped.
There is no guarantee that we will make it, especially when it leaves our warehouse, but we do everything we can!
HOW LONG IS THE PROCESSING TIME?
The processing time for your order is 1-3 days, depending on current volume.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday through Friday (excluding major holidays). Once you have placed your order, it takes 1-3 days to prepare it and order transit is 7-14 days.
WILL MY ORDER BE DELIVERED IN A PARCEL?
Depending on the size of your order, you may receive multiple packages that may arrive 1-2 business days apart.
OUT OF STOCK/BACKORDER ITEMS:
If any of your items are out of stock, we will let you know by email when we expect to be able to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price for these items.
ADDRESS CHANGES:
So if you notice an error, please email us as soon as possible with your name and order number so we can try to locate your package before it is shipped.
There is no guarantee that we can change the address, especially if the package leaves our warehouse, but we will do everything we can!
I HAVE RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologize that your shipment did not arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the home page or main menu and enter your tracking number to see where your parcel is. If you need further assistance, we are always ready to help.
WHY IS MY TRACKING NUMBER NOT WORKING?
Often tracking numbers only work for domestic orders. If your tracking number is not working, please let us know so we can make sure your items have been shipped correctly.
WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED FROM MY ORDER?
If an item you have purchased is missing or damaged, please contact us immediately to resolve the issue.
We have a money back guarantee that is valid for 30 days from the day your order is placed, so make sure you contact us within this period. To reach us, please use the 'Contact Us' tab or email us at info@mykiwana.com
What condition must the products be in to be returned?
All products must be returned in the same condition in which they were received (in the original packaging and unused).
Who pays the shipping costs?
For defective products, we will cover these costs for you. However, for all other returns (including complaints), you must pay the actual return shipping costs.