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FAQ

Payment
What payment methods are available?

We work with the most popular banks and e-commerce payment experts. Currently, we support PayPal and credit/debit cards. Kindly check the below information to know more details:

Paying with Paypal

  1. Log in your PayPal account.
  2. Enter your Card Details, the order will be shipped to your PayPal address, please check it is correct, then click Submit.
  3. Your payment will be processed and a receipt will be sent to your e-mail inbox.
Paying with Credit or Debit cards(even if you don't have a PayPal account)

  1. Choose your shipping address or create a new one.
  2. Enter your Card Details and check the Cardholder Details.
  3. Click 'Make Payment' and your payment will be processed. A receipt will be sent to your email inbox.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.

Where is the CVV/CVC on my credit card?
The CVV/CVC code (Card Verification Value/Code) is located on the back of your credit/debit card on the right side of the white signature strip; it is always the last 3 digits in case of VISA and MasterCard.

Please copy your CVV/CVC code from the back of your card and continue with your payment.


VISA uses the CVV or CVV2 code, MasterCard uses the CVC or CVC2 code.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
Why was a payment by credit card declined?

There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website.

If your card information appears correct, it is best for you to contact the card issuer to request more information and accept the charges.

You can also try other payment methods.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.

Order
How to modify my order?
If you need to modify your order, please contact our customer service as soon as possible before the order is shipped. Once the order has been shipped, we cannot modify it.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
Why was my order cancelled?
Orders can be cancelled for several reasons:
1. All ordered products are out of stock.
2. Unable to deliver.
3. Your account has security risks and the system will automatically cancel it.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
How to cancel my order?
1. If your order has not been processed or has not been delivered beyond the expected delivery time, please contact us and we will assist you to cancel the order.
2. If your order has been shipped, we are sorry to inform you that the shipped order does not support cancellation at the moment. It is recommended that you sign for it and then try again. After the package is returned to us, we will arrange you a refund.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
Shipping & Delivery
How to track my order?
You can track your order by the following ways：
1. By self-service query
You can check the status of your order by viewing the order details page in your personal center.

2. By our email
After successfully paying and placing the order, you will receive a confirmation email, which will contain all the products you purchased this time; After the order is shipped, you will receive another email, which will contain the logistics tracking information of your package.
Some orders may not be able to successfully display the order logistics information due to a short time. Please do not worry. This does not mean that your package has not been shipped. Please wait patiently for a period of time and you will get the logistics information according to the logistics tracking information.

3. By our customer service team
If the above inquiry methods cannot solve your questions, you can get help through the following contact information. We welcome your consultation at any time.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
How long I can receive my order?
Normally, products are delivered within 10 to 25 business days after ordering.
Please note: The delivery time can vary based on your location and other factors.
You will receive a tracking number via email once your order is on its way! For all the details, please check our Shipping Policy.
If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
How much is the shipping cost?
The price is calculated based on the total weight of the items in your order.
The exact amount is subject to the final price displayed on the checkout page.
If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
Do you ship to my area?
A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to contact our customer service via live chat or email: info@kairove.com.
Regarding long-term absences and incomplete addresses
If a package cannot be delivered to the specified shipping address due to an incorrect shipping address or phone number, the package will be returned to the sender (Kairove) at your expense.

If the consignee (customer) is not present at the time of delivery, the package will be held at the local distribution courier center for pick-up (shown in tracking history based on destination country). If the customer does not receive the package for any reason, the package will be returned to the sender (Kairove) at the customer's expense.

For international customers, if you refuse to accept your package, it will be returned to the sender (Kairove) at your expense. Cost includes shipping/duties. This amount will be deducted from the total amount refunded.

If returned, the package will be held at customs for 30 days, after which it will be disposed of. If your package is discarded, you will not be entitled to a replacement or refund for your order.
Aftersales Service
What is the after-sales policy?
If you have received defective or damaged, wrong size or wrong product, please email us immediately.
For specific after-sales policies, please refer to the link at our website: Return Policy.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
How to return an item?
How To Return

1. Contact Customer Service with order information and a brief description of your return (it is best to include feedback with pictures). We will send you the return address.

2. Send item(s) back to us through the local post office. If you are in urgent need of handling the returned parcels, please contact our customer service and provide a tracking number for the returned parcels.

3. We will process your return in 1-3 business days of receipt of the package.

Note:
  1. Please contact us if you want to return an item. Returns without prior discussion and authorization will not be accepted.
  2. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
  3. Please be sure to double-check your returns before. We are not responsible for the return of non-kairove products.
If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.
When will I receive the refund?
We will notify you once have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund.

If have any questions, please feel free to contact our customer service via live chat or email: info@kairove.com.