If you have any questions, please call us at toll-free 1-888-805-2545 in the U.S. (or outside the U.S 001-409-276-5678). Or email us at customerservice@kiwikoru.com

Shipping information for Domestic (U.S.A)  and International

We offer the following Shipping Rates & Delivery Times per order-- not each item.

(Inside the United States )

First Class Mail:  $3.95  (Typically 3-7 days)

Priority Mail:      $6.95 (Typically 2- 3 days) 

2 Day Express Mail USPS/FedEx 2 Day:   $21.95 (USA Mainland only)

Fedex Overnight    $39.95 (Next Business Day USA Mainland Only)    

(Outside the United States)

First Class Mail: $7.95 (Typically 14 – 30 Business Days) 

Priority Mail:    $24.95 (Typically 10 -14 Business Days)       

Express Mail (EMS)  $49.95  (Typically 5 – 7 Business Days)    

Global Express/Fedex  (Please contact us for availability)

Please Note: Shipping delivery times are an estimate and obtained from the shipping providers U.S.P.S & Fedex and may vary during certain times of year or destination Country.  We currently are only able Ship to Brazil by Express Mail (EMS) until further notice.

Lifetime Replacement Policy:
An item may be returned for replacement due to a manufacturer’s defect, with accompanying original receipt proof-of-purchase. A returned piece will be replaced with the same item. If the item is not available, the Customer may choose another item(s) of equal or greater value. If an item(s) of greater value is selected, the retail difference and applicable sales tax are required. The guarantee does not cover normal wear and tear.
Slight irregularities and variations in carving work or in natural stone colors and inclusions are characteristic of the uniqueness and individual handcraftsmanship of the product and should not be considered defects.

Exchange and Refund Policy:
Within 30 days of product purchase, an item may be returned for exchange or refund with accompanying original receipt proof-of-purchase provided the item is returned in new unworn condition. If an item is returned in exchange for an item(s) of greater value, the retail difference and applicable sales tax (if any) are required. Shipping charges are non-refundable.

Do you ship to my Country?

ANSWER: Yes, in most cases. We ship worldwide with very few exceptions.

From where do you ship?

ANSWER: We ship from a Distribution Center located in Oregon, USA.

What are your shipping fees?

ANSWER: Shipping starts from a flat fee of $3.95 (USA) and $7.95 (Outside USA). Priority Mail (domestic and international), Express Mail (domestic and international), Fed-Ex overnight (domestic only) are available at additional costs. You will see the fees when you check out.

How soon will my order Ship?

ANSWER: We usually ship by the next Business Day. Special orders and customized pieces may take an extra day or two.

Are your pieces hand carved?

ANSWER: Yes, our pieces are all hand-carved from solid materials. No resins, or composite materials are used. Dyed pieces, such as the black bone items, may have a water resistant sealant applied.

What type of bone is used?

ANSWER: All bone used by us is a by-product of industries that make use of non-endangered, non-exotic species of bovine.

What is the length of the cords and are they adjustable?

ANSWER: All Cords are a one size fits all that typically run around 28"-32" in total length; they are adjustable either with a sliding bead (on most bound pieces with braided style cords) or via a double sliding slip knot on other pieces (these typically also have a bead to aid in adjusting).

Is your jade real jade?

ANSWER: Yes, it is real jade. In order to be honestly called jade, the stone must be either nephrite, or jadeite. Nephrite is the original stone called jade by Europeans. Jadeite was believed to be nephrite when it was later discovered...it comes mostly out of Myanmar (Burma). It was later proven to be chemically different from nephrite but it is accepted as jade. All of our jade pieces are nephrite.

Is your black jade real jade?

ANSWER: Yes, the black jade we use is also known as Cowell Jade from South Australia. It is a true nephrite green jade; higher levels of iron give it a black appearance. In most pieces hints of green can be seen in certain light...some pieces may have very noticeable amounts of green.

What exactly is pacific pearl, mother of pearl, nacre?

ANSWER: Nacre is the composite substance that forms inside a variety of mollusks, to include the pearl oyster. It is the same beautiful, iridescent, substance that forms pearls and, therefore, it is called "mother of pearl". It is not the shell itself.

What is Paua?

ANSWER: Paua is the Maori word for the highly desired species of abalone that is specific to New Zealand waters. Its depth and color is not matched anywhere in the world. In these pieces the actual shell is carved.

Do you offer Custom work?

ANSWER: We can do certain custom work please email us at customwork@kiwikoru.com for details.

Do you Offer Wholesale?

ANSWER: Yes, to approved businesses. Please email us for details.

Other Questions can be answered by emailing questions@kiwikoru.com or via Our Live Chat system