Here at KiwiKoru our customer service goal is simple: We are committed to providing our customers total satisfaction - every time — Guaranteed! Contact us at sales@kiwikoru.com. We will respond within one business day.

Please feel free to drop us a line to share your thoughts on our site. We welcome all comments as even a negative one gives us the opportunity to make improvements.

Shipping Information: We usually ship within 1-3 business days (orders received by 12pm Pacific time often ship the same day).

Typical transit time via the USPS Mail (once it has left our facility and has reached the postal system):

With in the US (48 States): Economy and First Class (4-7 days), Priority (2-3 days). Express (2 days). Delivery times are based on information from the US Postal Service and past experience. These are good faith estimates are not a guarantee.

International (Outside the USA):

Typical transit time via First Class (economy) US Airmail is 10 days, but on occasion will take up to 45 days. Once the item leaves our facility, we have no control over how long it takes to get to its destination. Postal systems all over the world are affected during the Christmas season. Please allow plenty of extra time. It is better to choose the Priority Mail or Express Mail option during this time; which is usually from early to mid-November up until Christmas.

PLEASE understand that once a parcel leaves our facility we have no control over how long it takes to arrive at its destination. INTERNATIONAL BUYERS: if your item has not arrived within 45 days of your receiving an email that the item has shipped, please let us know. We have a limited amount of time to file an insurance claim and, if we wait too long, the insurance company will not pay out. DOMESTIC BUYERS: please notify us if you have not received your item within three weeks; for the same above mentioned reason.

Please Note: Priority and Express mail are typically faster shipping options, Express being the quickest, however neither are a guaranteed service. We are not responsible for delays that take longer than the expected amount of time (typically 4-10 days, depending on the chosen option and the receiving country). All time lines are estimates based on information from the US Postal Service.

Customers outside the USA--PLEASE BE AWARE--items may be subject to the receiving country's import duties (GST/VAT) etc. Please consult you local Customs/Post Office for further Information.

NOTE: Kiwikoru is not responsible for additional customs duty or GST/VAT charges. Items refused and returned to us due to refusal to pay applicable custom's duty, gst/vat, will incur a restocking fee. Please know your country's importation rules.

Please email us at sales@kiwikoru.com if you have any questions or for additional shipping information.

Refunds, Returns and Cancellation Policies

KiwiKoru offers the following Return Policy:

We Offer a 30 (60 Days outside of the USA) day money back satisfaction guarantee: All items must be in their original/new condition. Original Shipping & Handling fees will not be refunded.

Customer must obtain RA # before shipping item back to us. All returns other than defective items maybe subject to a restocking fee of 15% Items marked Clearance,Custom/ made-to-order items (such as Birth Stone & Personalized Designs) are non-returnable.

Returned items shipped with free shipping are subject to a return fee to cover original shipping and handling cost.

Please Note: all our Bone Carvings come from renewable resources and are produced either from beef bone or, in some cases, water buffalo horn or bone. We do not condone, nor do we take part, in the trade of Ivory or of any endangered wildlife species; and we support the efforts of organizations that protect and preserve endangered, and or otherwise threatened, animals.

Please be aware that the majority of white bone carvings have been polished and sealed to a high Gloss. This protects the piece before it has been worn. Over time bone pieces will typically take on the natural skin oils of the wearer which will create an aged or broken-in appearance.