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Customer Service

For ease of communication please contact sales @ (remove spaces) or call (347) 946-2552

Shipping & Delivery

KIVA WATCH will ship anywhere within the United States at no shipping charge. KIVA ships via FedEx Insured Second Day delivery after the watch order has been processed. FedEx will require a signature to release the package so please have someone available at your shipping address to do so. Using your tracking number you may visit for all your tracking needs.
Please note: For security reasons, we do not ship to mail forwarding addresses or PO Boxes.

Privacy & Security

KIVA strives to offer outstanding customer service. We also recognize that your privacy is important. This privacy policy outlines the types of personal information we gather when you use KIVA's website, as well as some of the steps we take to safeguard it.

Data Collection

KIVA collects limited non-personally identifying information your browser makes available whenever you visit our website. This log information includes your browser type, browser language, the date and time of your query and one or more cookies that may uniquely identify your browser. We use this information to operate, develop and improve our services.

When purchasing, we require that you enter some personal information, including your name, address, telephone number, and e-mail address. We may also request your credit card or other payment information depending on your payment preference. For credit card purchases, this information is sent directly to the credit card issuing authority for verification and authorization and is not stored in our systems.


We use cookies to improve the quality of our service to you. KIVA does this by storing your "wishlist" choices and your "shopping cart" in cookies. Most browsers are initially set up to accept cookies. You can reset your browser to refuse all cookies or to indicate when a cookie is being sent. However, the above mentioned KIVA features will not function properly without cookies.

KIVA and third-party vendors, including Google, use first-party cookies (such as the Google Analytics cookie) optimize visits to our site.

Google Analytics

We use a tool called "Google Analytics" to collect information about use of this site. Google Analytics collects information such as how often users visit this site, what pages they visit when they do so, and what other sites they used prior to coming to this site. We use the information we get from Google Analytics only to improve this site. Google Analytics collects only the IP address assigned to you on the date you visit this site, rather than your name or other identifying information. We do not combine the information collected through the use of Google Analytics with personally identifiable information. We may you use data from Google's Interest-based advertising or 3rd-party audience data (such as age, gender, and interests) with Google Analytics. Although Google Analytics plants a permanent cookie on your web browser to identify you as a unique user the next time you visit this site, the cookie cannot be used by anyone but Google. Google's ability to use and share information collected by Google Analytics about your visits to this site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy. You can prevent Google Analytics from recognizing you on return visits to this site by disabling cookies on your browser.

Information Sharing

We do not rent or sell your personally identifying information to other companies or individuals, unless we have your consent. We may share such information in any of the following limited circumstances:

We provide such information to trusted businesses or persons for the sole purpose of processing personally identifying information on our behalf. When this is done, it is subject to agreements that oblige those parties to process such information only on our instructions and in compliance with this Privacy Policy and appropriate confidentiality and security measures.

We conclude that we are required by law or have a good faith belief that access, preservation or disclosure of such information is reasonably necessary to protect the rights, property or safety of KIVA, its users or the public.

If you purchase from us, we may share the purchase information that you submitted among all of our services (including in order to provide you with a seamless experience and to improve the quality of our services). We will not disclose your account information to other people or non-affiliated companies, except in the limited circumstances described in this Policy or with your consent.

In the event of a transfer of ownership of KIVA, such as acquisition by or merger with another company, we will provide notice before any personally identifying information is transferred and becomes subject to a different privacy policy.

We may share aggregated information with others. Examples of this include the number of customers who purchased watches or how many users clicked on a particular page.

Information Security

We take appropriate security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. We restrict access to your personally identifying information to employees who need to know that information in order to operate, develop or improve our services.


KIVA may provide links to other third-party websites which are outside our control and not covered by this privacy policy. These other sites may place their own cookies on your computer, collect data or solicit personal information. We encourage you to review the privacy policies posted on these websites.

Changes to This Policy

Please note this Privacy Policy may change from time to time. We expect most such changes to be minor, but there may be changes that are more significant. Regardless, we will post those changes on this page and, if the changes are significant, we will also provide a more prominent notice. Each version will be noted at the top of the page. Prior versions of this Privacy Policy will be kept in an archive for you to view.

Returns & Replacements

Watches must be returned to us within 30 days of receipt of delivery and must be in brand new, unworn and undamaged condition. Unless you are certain that you are keeping the watch, do not remove any protective coverings, have the watch strap or bracelet resized, or wear the watch. A 10% re-stocking fee will apply for all purchases. This restocking fee is charged when the item is returned and authenticated to be in new, unworn, and undamaged condition. Additional charges may be incurred, or refund refused (and item returned to customer at customer's expense) if the watch is returned in damaged condition. To return an item to KIVA, follow the process below.

RMA - Return Merchandise Authorization

All returns must have a Return Merchandise Authorization number (RMA#). Please contact customer service prior to return of any item. An item returned without RMA# will be refused.

RMAs will be issued for all qualifying orders excepting deal-of-the-day or special order items. Products must be returned to KIVA within 10 business days following the assignment of an RMA number or the Return Authorization will be void.

All Watch Condition policies listed in the Return Policy must be adhered to.
The RMA# must be listed clearly on the returned packaging.
Collect shipping will be refused.
Only use a carrier that offers shipment tracking for all returns.
Insure your package for full value to ensure the safe return to KIVA so that you are completely protected if the shipment is lost or damaged in transit. *If you choose not to use a carrier that offers tracking or insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Returning for refund: Allow up to 72 hours to process your returned order and up to 7 business days for the refund to show up on your credit card statement, PayPal account and/or a check refund to be issued (wire purchases will be refunded either via return wire or return check, at the discretion of KIVA. If a return wire is issued, a $50 wire receipt and wire issue fee will be held back from the return amount).

Returning for Warranty service: Please expect a 30 day turnaround for standard warranty repair. Keep in mind that warranty service includes testing and identification of problems both before AND after warranty service which may include, but is not necessarily limited to: Demagnetization, electronic timing accuracy, water-resistance integrity and bracelet/strap integrity. These procedures take time especially insofar as timing accuracy is concerned. Please be patient with warranty returns. We want the watch to go back to you in good working order. If warranty repair will exceed 30 days we will endeavor to inform you of this as soon as we are aware of extenuating circumstances causing the delay. All shipping and handling costs in connection with warranty service are the responsibility of the customer unless otherwise noted and incur a $25 fee per return shipment on all domestic shipments.

We believe the above terms are fair and reasonable and ensure the protection of all parties against abuse. If for any reason, one or more above conditions cannot be met, please call us and we will try to assist, BUT you must call before and receive authorization.

Dead On Arrival (DOA) Product: Watch Failure Out of the Box

A KIVA watch is considered DOA if it shows symptoms of failure preventing basic operability following first use after opening the box. If you believe that your product is DOA, please call Customer Service within 30 calendar days of the invoice date. KIVA will determine whether the product is DOA and offer you the following options:

  • Replacement: KIVA, at its expense, will ship another of the same product. A KIVA Sales Representative will arrange for replacement and the DOA product’s return.
  • Service: You may have the product repaired. However, once you choose that option, you may not request replacement of the product. Repairs usually take less than 30 days. In some rare instances, repairs may take longer depending on the part that requires servicing. If your repair will take longer than 30 days, you will be informed of this as soon as possible.

If KIVA determines that a returned product is not DOA, KIVA will apply its  standard product warranty to the product. Further, if KIVA determines that you have misrepresented a returned product’s condition and that the product is not DOA, KIVA may impose a $500 handling fee.

Defective Items

If you discover what you believe is a product defect for any KIVA product, please contact Customer Service. If your product does have a defect, your product is covered under the terms of your product's warranty. Please refer to the warranty information and other supporting documentation that came with your product.


Sales Tax

Sales tax is only applied to watch and accessory orders shipped to addresses in New York State. If a shipping address outside New York State e.g. New Jersey or Connecticut is provided, we do not charge sales tax.

Order Cancellations

In certain circumstances, for example when watches are mistakenly listed as available for purchase and they have already been sold, KIVA shall have the right to cancel the order whether or not the order has been confirmed and/or a customer's payment account charged. If the customer's credit card/bank account has already been charged for the purchase and the order is cancelled, KIVA shall immediately issue a refund in the amount of the original charge.

If an order is cancelled by the customer BEFORE the item is shipped, but AFTER the item has been processed, and the item carries a restocking fee, that restocking fee will be charged. This restocking fee may be reduced at the sole discretion of KIVA.

Viewing Orders

It's easy to check the status of your order! Just go to “My Account” and sign in with your email address and password to get a summary of any orders placed online. You'll see your order number, the date the order was placed, the status of the order, order total, the shipping method, and package tracking information for items that have shipped.

Updating Account Information

Click on “My Account” and sign in with your email address and password. From your My Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information.