This article answers common questions related to orders placed through our official store.
Note: If you placed your order through another platform (e.g., Amazon), please refer to that specific platform's order management, shipping, and cancellation policies.
How do I cancel or change my order?
If you need to cancel your order, please contact our support team within 5 hours of placing it, our teams will try to intercept it for you.
Once an order has been processed and handed over to the carrier, it can no longer be canceled or modified in transit. However, you can still initiate a return once the package arrives by following our Return Policy.
Can I update my shipping address after I've placed the order?
We can only update your shipping address if the order has not yet been processed by our warehouse. Please contact our support team immediately with your order number and the correct address.
Please note: We strictly ship to the contiguous United States and cannot reroute packages to international addresses or forwarding hubs once processed.
I didn't receive a confirmation email. What should I do?
First, please check your spam, junk, or promotions folders, as automated emails can sometimes be misrouted.
If you still cannot locate your confirmation details, reach out to our support team with the full name and email used during checkout, and we will manually verify your order and resend the details.
What if my order arrives damaged, defective, or with missing parts?
Don't worry — we've got you covered. Please review our Limited Warranty Policy and contact us within 7 days of delivery. Be sure to provide your order number along with clear photos or videos of the issue so we can ship out replacement parts or a new unit free of charge.
Have Questions or Need Help?
If you need any further assistance or run into any issues, our support team is here to help:
- Phone Support: Need help right away? Call us at +1 (888) 831-8803 (Monday to Friday, 10 AM – 6 PM PT).
- Email or In-App Support: Have questions or need assistance? You can email us directly at support@kiwibit.com, or open the app and go to Account > Request Help to send us a message.
- Live Chat or Leave a Message: Click or tap the chat button at the bottom-right corner of this page. You can chat with us live when we're online, or leave a message if we're away — we'll get back to you as soon as possible.
Comments
0 comments
Please sign in to leave a comment.