Help center

  • General information

    • Can I order from any online store in the USA?

      Yes. You can order products from almost any American online store. If the store does not ship directly to your country, we can purchase the item on your behalf and deliver it through our warehouse.

    • How much does delivery from the USA cost?

      The delivery cost depends on the weight of the parcel, its size and the destination country. The exact shipping price can be calculated in your personal account after placing the order. You can also use our shipping calculator to find out what your total product price would be.

    • How long does delivery take?

      The average delivery time from the USA to Central Asian countries is 2-3 weeks after the parcel is shipped from our warehouse.

  • Kivvi User Guide

    •  How to create an account?

      New to Kivvi? Learn how to set up your account in just a few minutes. This guide walks you through the registration process, whether you choose to sign up with email or Google

    •  How to create an order?

      This step-by-step guide covers both Parcel Shipping Orders (for purchases you make yourself) and Purchase Shipping Orders (when you need us to buy on your behalf). Follow the UI flow to complete your order.

    •  How to use Portal Features?

      Once your account is set up, this guide helps you navigate the Kivvi portal. Learn how to view orders, track package statuses, add services, update delivery information, and communicate with our team.

    •  How to use B2B Portal Features?

      For our business clients, this guide covers additional functionality available on the Kivvi portal. Learn how to manage invoices and bills, track physical packages, and use the upcoming Shipment Request feature.

    •  How to use Telegram Bot?

      Stay connected on the go. This guide explains how to register for the Kivvi Telegram bot, use commands like /status and /declare, receive real-time notifications, and manage your shipments directly from your messaging app.

  • Customs

    • Do I need to pay customs duties?

      It depends on the value of the goods and the customs regulations of the destination country. If the order value exceeds the duty-free limit, customs fees may apply. You can find out more about customs duties in your country. Customs duty is also included in our shipping calculator, so you can estimate your total product price before placing an order.

    • Which products cannot be shipped from the USA?

      Prohibited items include weapons, narcotic substances, hazardous chemicals, certain medicines, and other goods restricted by the laws of the destination country.

  • Shipping

    • Can I send a parcel to another person?

      Yes. When creating a shipment you can specify a different delivery address and recipient. Please note that the recipient may be required to pay customs duties and taxes for the parcel.

    • What if the item is fragile?

      You can order extra packaging when placing your shipment. We will repack the item using additional protective materials and reinforce the packaging to help ensure safe delivery of fragile goods.

    • How do I track my shipment?

      You can track your shipment using any known tracking number on our website, in your personal account, or through our Telegram bot.

    • Can I return a product to the seller?

      Returns are possible depending on the policy of the online store where the item was purchased. Please contact the seller directly to arrange the return.

    • What happens if the parcel is damaged or lost?

      We provide transparent monitoring throughout the whole delivery process. You can also add insurance to your order — if the parcel is damaged or lost, you will receive a 100% refund.

    • Is there a weight limit for parcels?

      There may be limits depending on the delivery method and the regulations of the destination country. Please check the allowed weight limits for your destination country in your personal account.

  • Payments

    • How can I pay for KIVVI services?

      You can pay for shipping using a bank card or other available payment methods listed in your personal account. We accept payment methods available in every country where we operate.

    • Can you purchase the product for me?

      Yes. If the online store does not accept your payment method, we can buy the item on your behalf and deliver it to our warehouse.

  • Additional useful questions

    • Can I combine several purchases into one shipment?

      Yes. You can consolidate several orders into one parcel to reduce shipping costs. Please note that the total order value should not exceed the allowed limit for your destination country.

    • Can I order products from Amazon?

      Yes. Amazon is one of the most popular stores used by our customers, and we support purchases from this platform or any other store in the USA.

Staring Promo Sale

Our warehouses are located in a sales tax-free state, helping you save on purchases from American stores

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