Shipping Policy

Orders are reviewed and prepared before being transferred to the applicable shipping service. Processing may involve confirming payment status, checking product availability, verifying the selected item or variation, and preparing the parcel for dispatch.

Processing can take longer when:

• An order is placed during a holiday or high-volume period.
• Payment or transaction details require additional review.
• A product or variation requires inventory confirmation.
• Shipping information appears incomplete or inconsistent.
• A destination has additional carrier or import requirements.

Once an order has entered fulfillment, changes may no longer be possible.

Many KIVELOLAB products are designed for specific device families or hardware configurations. Before placing an order, please review the product title and listed specifications carefully.

Depending on the item, important details can include:

• Compatible device or tank series.
• Coil or pod resistance.
• Pod or tank capacity.
• MTL or DTL format.
• 510 or 810 connection type.
• Glass size or tank compatibility.
• Pack quantity or bundle contents.

Transit time depends on the shipping service, destination, parcel route, and local delivery conditions. Estimated delivery information may be provided during checkout, in an order confirmation, or after the parcel is dispatched.

Actual delivery can be affected by:

• Carrier volume and transportation schedules.
• Customs or import processing.
• Weather or regional disruptions.
• Public holidays.
• Remote-area delivery conditions.
• Incorrect or incomplete recipient information.
• Destination-specific restrictions affecting vaping-related accessories.

We recommend allowing additional time when a parcel is moving internationally or passing through customs.

Please review your delivery information before submitting an order. A complete shipping address helps reduce failed delivery attempts, returns to sender, and unnecessary delays.

Check the following carefully:

• Recipient name.
• Street address.
• Apartment, suite, unit, or building information where applicable.
• City, state, province, or region.
• Postal or ZIP code.
• Country.
• Contact information requested for delivery.

If you notice an error after placing an order, contact us as soon as possible. We cannot guarantee that an address can be changed after fulfillment has started or a shipping label has been created.

Tracking may be provided when it is available for the selected shipping service. Tracking events are generated by carriers and can sometimes take time to update after the parcel has been handed over.

A temporary gap between tracking events does not always mean a parcel has stopped moving. International parcels can also have fewer visible scans while moving between countries or processing facilities.

Items from the same order may occasionally be shipped separately because of inventory location, parcel size, fulfillment arrangements, or other operational reasons.

When this happens, products may arrive on different dates and may have separate tracking references. Receiving one parcel does not necessarily mean the remaining items have been omitted.

International orders may be reviewed by customs or other destination authorities. Duties, taxes, handling charges, import fees, or documentation requirements may apply depending on the destination and the rules in effect when the parcel arrives.

KIVELOLAB does not assume that every destination applies the same import treatment to vaping accessories. Customers should review local requirements that may affect the products they intend to order.

Customs processing can also extend the time needed for a parcel to reach its final delivery address.

Vaping-related accessories can be subject to shipping restrictions, age-related requirements, import limitations, or carrier rules in certain locations. Availability of a product on the storefront does not guarantee that every carrier can deliver it to every destination.

An order may require review, cancellation, or another fulfillment arrangement if the selected destination or carrier cannot accept the shipment.

Once a parcel enters the carrier network, its movement depends on the carrier and the delivery route. Delays can occur even when an order was prepared and dispatched normally.

If tracking has not changed for an unusual period, check the most recent carrier information first. If the shipment still appears to have a problem, contact us with the order number and tracking reference so we can review the available information.

If tracking shows a parcel as delivered but you cannot find it, check the immediate delivery area and any place where the carrier may have left the package.

It may also help to check:

• Household members.
• Reception or front desk staff.
• Parcel lockers or mail rooms.
• Neighbors where local delivery practices allow.
• Safe-drop locations around the property.

You may also need to contact the carrier for additional delivery details. If the parcel is still missing, send us the order number and tracking information.

Please inspect the package and products after delivery. This is particularly important for items such as replacement tank glass, which may be more vulnerable to impact during transportation.

If an item arrives damaged, retain the product and its packaging and contact us with clear photographs showing:

• The damaged item.
• The outer parcel.
• Internal packaging where relevant.
• The shipping label.
• Any visible breakage, cracking, deformation, or other shipping damage.

This information helps us distinguish transport damage from compatibility or installation issues.

If the parcel contains the wrong product, an incorrect resistance or variation, or fewer items than the stated pack quantity, contact us before using the affected items.

Please include the order number and clear photographs of the received products and packaging. For multi-pack pods, coils, drip tips, or similar items, show the package contents so the quantity can be reviewed.

A parcel can be returned to sender because of an incomplete address, repeated failed delivery attempts, refusal, customs issues, unclaimed delivery, or destination restrictions.

If a shipment is returned, the available next step will depend on the reason for the return and the condition of the parcel when it reaches the relevant facility.

For shipping questions, tracking concerns, delivery issues, damaged parcels, or missing items, contact [email protected].

Include your order number whenever possible so the shipment can be identified more quickly.