Terms of Service

Effective Date: July 3, 2026

At Kivura, we understand that you may occasionally need to modify or cancel an order after it has been placed. We strive to process orders as quickly as possible so that your purchases arrive promptly. Because of our efficient fulfillment process, requests to cancel or change an order are time-sensitive and cannot always be accommodated.

This policy explains when order modifications may be requested, how cancellation requests are handled, and what options may be available once an order has entered processing or has been shipped.

Requesting an Order Cancellation

If you need to cancel an order, please contact our Customer Support team as soon as possible after your purchase is completed.

We will make every reasonable effort to cancel your order before it enters the fulfillment process.

However, submitting a cancellation request does not guarantee that the order can be cancelled.

Orders that have already entered processing or have been shipped may no longer be eligible for cancellation.

Requesting an Order Change

If you need to make changes to your order, please contact us immediately.

Examples of requested changes may include:

• Updating the shipping address
• Correcting the recipient's name
• Changing the product size
• Changing the product color
• Adjusting the quantity
• Removing an item
• Adding an item (subject to availability)

Our ability to make changes depends on the status of your order at the time we receive your request.

Time-Sensitive Processing

Kivura begins processing orders quickly to minimize delivery times.

Our standard processing schedule is:

Once an order enters processing, modifications become increasingly limited.

For the best chance of success, please contact us immediately after placing your order.

Orders That Have Already Shipped

Once an order has been transferred to the shipping carrier, we are generally unable to:

• Cancel the order.
• Change the shipping address.
• Modify product selections.
• Adjust quantities.
• Combine or separate shipments.

If your order has already shipped, you may need to wait until delivery and then follow the instructions outlined in our Return & Refund Policy, if applicable.

Address Corrections

Customers are responsible for providing accurate shipping information during checkout.

If you notice an error in your shipping address, please contact us immediately.

If the order has not yet shipped, we will make every reasonable effort to update the address.

Once the package has been handed to the shipping carrier, address correction requests may no longer be possible or may be subject to carrier restrictions and additional fees.

Kivura cannot guarantee that shipping carriers will accept address modification requests after shipment.

Incorrect Information Provided by the Customer

Orders delayed, returned, or undeliverable due to incorrect information provided during checkout may require additional processing or shipping charges.

Examples include:

• Incorrect street address
• Missing apartment or unit number
• Incorrect postal code
• Incorrect recipient name
• Incomplete delivery information

Please review your order carefully before completing your purchase.

Product Availability

Order changes are subject to product availability.

If a requested replacement item, size, color, or quantity is unavailable at the time your request is reviewed, we will notify you of the available options.

We cannot reserve inventory while a modification request is pending.

Combining or Splitting Orders

Once separate orders have been placed, we generally cannot combine them into a single shipment.

Likewise, orders that have already entered processing may not be divided into multiple shipments at the customer's request.

Promotional Pricing

If you request changes to an order that affect pricing, discounts, or promotional offers, the revised order may be subject to the pricing and promotions available at the time the modification is processed.

Promotional pricing that has expired may no longer be available.

Payment Adjustments

If an approved order modification changes the total purchase amount, an appropriate payment adjustment may be required.

Depending on the nature of the change, this may include:

• An additional payment before shipment.
• A partial refund to the original payment method.
• Cancellation and placement of a new order if modification is not technically possible.

Payment adjustments are processed using the original payment method whenever practicable.

Orders Placed with PayPal or Venmo

Kivura currently accepts payments through:

• PayPal
• Venmo

If an order cancellation or approved modification results in a refund, eligible refunds will generally be issued to the original payment method used during checkout.

Processing times for refunds may vary depending on your payment provider.

Orders Refused After Shipment

If a customer refuses delivery of an order after it has shipped, the package may be returned to our fulfillment facility.

Any refund issued, if applicable, may be subject to deductions for shipping costs, return shipping fees, or other charges permitted under our Return & Refund Policy.

Exceptional Circumstances

We understand that unexpected situations can occur.

If your request involves exceptional circumstances, please contact our Customer Support team as soon as possible. While we cannot guarantee a specific outcome, we will review each request individually and make reasonable efforts to assist whenever possible.

Our Right to Cancel Orders

Kivura reserves the right to cancel or refuse any order at our discretion, including but not limited to situations involving:

• Pricing or typographical errors.
• Payment authorization failure.
• Suspected fraudulent activity.
• Product unavailability.
• Duplicate orders.
• Technical errors affecting the ordering process.
• Circumstances beyond our reasonable control.

If we cancel an order after payment has been received, any applicable refund will be issued to the original payment method.

Customer Responsibilities

To help ensure a smooth ordering experience, customers are responsible for:

• Reviewing all order details before submitting an order.
• Providing accurate billing and shipping information.
• Contacting us promptly if changes are needed.
• Monitoring order confirmation and shipping emails.
• Reviewing our Shipping Policy and Return & Refund Policy before making a purchase.

Policy Updates

Kivura reserves the right to update or modify this Cancel / Change Order Policy at any time to reflect operational, legal, or business changes.

Any updates become effective immediately upon publication on our website unless otherwise stated.

We encourage customers to review this policy periodically.

Contact Us

If you need to request an order cancellation or modification, or if you have questions about this policy, please contact us.

Store Name: Kivura

Email: support@kivura.com

Customer Support Hours

Monday – Saturday

8:00 AM – 7:00 PM (EST)

We recommend contacting us as soon as possible after placing your order to maximize the likelihood that your cancellation or modification request can be accommodated.