Cart:

0
You have no items in your shopping cart.

0

Welcome!

SHIPPING AND RETURNS

SHIPPING AND RETURNS

 

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 www.fedex.com for all your tracking needs.
Please note: For security reasons, we do not ship to mail forwarding addresses or PO Boxes.

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.