FAQ

Shopping for babies and young children often involves more than simply choosing an item. Parents and caregivers may want to understand product materials, age recommendations, dimensions, everyday uses, delivery arrangements, and the support available after making a purchase.

At Kiveth, we recognize that having the right information can make online shopping more comfortable and straightforward. Whether you are preparing for a newborn, looking for useful feeding accessories, organizing a nursery, or exploring practical products for your child's everyday routine, we want to help you make informed shopping decisions.

This Help Center has been created to answer common questions about our online store. It covers product information, shopping procedures, payment options, shipping arrangements, returns, refunds, and customer support.

We encourage customers to browse the topics below whenever they need clarification. If you cannot find the information you are looking for, our customer service team will be happy to assist.

Store Brand: Kiveth

Store Operator: Weifang Fengrunnong Information Technology Co., Ltd.

Customer Service Email: service@kiveth.com

1. Shopping at Kiveth

How can I purchase products from Kiveth?

Placing an order through our website is straightforward. You can begin by browsing our available maternity, baby, and childcare collections.

When you find an item that interests you, open its product page to review the available information, including photographs, descriptions, specifications, prices, and product variations.

Once you have decided what you would like to purchase, follow these steps:

1. Select the product and any available size, color, or style variation.

2. Choose the quantity you wish to purchase.

3. Add the selected item to your shopping cart.

4. Review the products and quantities in your cart.

5. Continue to checkout and enter your delivery information.

6. Select an available shipping option.

7. Review the final order amount and complete payment.

Before submitting your purchase, we recommend checking your recipient information, delivery address, selected products, and order total carefully.

Do I need to review product information before ordering?

Yes. We encourage customers to read the complete product listing before making a purchase.

Baby and childcare products can vary considerably in size, materials, intended use, and applicable age recommendations. Taking a moment to review these details can help you choose items that better match your requirements.

Depending on the product, its listing may provide:

• Product dimensions and measurements;

• Materials and construction information;

• Available sizes, colors, and styles;

• Intended functions and applications;

• Recommended age range, where applicable;

• Cleaning and maintenance instructions;

• Package contents and included accessories;

• Important usage guidance and product warnings.

If any important detail is unclear, please contact us before completing your order.

Will I receive confirmation after placing an order?

After your purchase has been successfully submitted and payment confirmation has been received, an order acknowledgment will generally be sent to the email address entered during checkout.

This message may contain information such as your order reference, purchased items, and order summary.

If you cannot locate the confirmation message, please check your spam, junk, or promotions folders.

If you still cannot find it, contact service@kiveth.com and provide the email address used during checkout and any other available purchase information.

Can I make changes to an order after checkout?

If you notice an error in your order or need to update your delivery information, please contact our customer service team as soon as possible.

We will review the current order status and determine whether the requested change can still be accommodated.

Please understand that changes may become unavailable after an order has entered fulfillment, packing, or carrier dispatch.

For this reason, we recommend checking all product selections, quantities, and recipient details before submitting payment.

How can I request an order cancellation?

If you no longer wish to proceed with a purchase, please email our support team promptly.

Cancellation requests are reviewed according to the order's current fulfillment status.

When a request is approved before the order enters production or dispatch, the purchase amount will generally be refunded in full to the original payment method.

Once an order has entered production, packing, or shipment, cancellation may no longer be possible.

If the package has already been dispatched, please refer to our Return & Refund Policy for the applicable procedures.

Please note that sending a cancellation request does not automatically confirm that the order has been canceled. Our team must review and approve the request.

2. Baby Products and Product Information

What types of products can I find at Kiveth?

Kiveth focuses on maternity, baby, and everyday childcare essentials.

Our product selection may include different items intended to support common family routines, depending on current availability.

These may include:

• Baby feeding accessories and related essentials;

• Nursery organization and home accessories;

• Baby clothing and everyday wearable items;

• Bathing and personal care accessories;

• Baby toys and playtime products;

• Parenting and family travel accessories;

• Other practical items for everyday childcare.

Each product has its own features and specifications. Please visit the relevant product page for the most current information about availability and included options.

How can I determine whether a product is suitable for my baby's age?

Age suitability is an important consideration when selecting baby products.

Some products are designed for specific developmental stages, while others may have different size, weight, or usage requirements.

Before purchasing, we recommend checking:

• The age range stated on the product listing;

• Any recommended weight or size limits;

• The intended function of the item;

• Applicable safety warnings;

• The manufacturer's usage instructions.

If an item does not clearly state the information you need, please contact our customer service team for clarification.

Parents and caregivers should always supervise babies and young children when using products that require supervision and follow all applicable safety instructions.

How do I choose the correct size?

Product sizing can differ depending on the type of item and its design.

For clothing and wearable products, please review the size information and measurements provided on the individual listing.

For nursery accessories, feeding items, storage products, and other household essentials, check the stated dimensions to make sure the product suits your intended space and use.

We recommend comparing the listed measurements with your requirements rather than relying only on general size labels.

If you are unsure about a particular measurement, send us the product link and your question so our team can help clarify the available information.

What materials are used in Kiveth products?

Material information is provided according to the details available for each individual product.

Depending on the item, the product description may identify its main materials, construction, surface finish, or other relevant characteristics.

Because different products serve different purposes, we do not assume that every item uses the same materials or has identical care requirements.

Please review the specifications on the product page before purchasing.

If you need information about a particular material, feel free to contact us with the product name or link.

Are product photographs exactly the same as the items delivered?

Our website photographs are intended to help customers understand the appearance, design, and features of the products we offer.

However, minor visual differences may occur because of lighting, photography conditions, screen brightness, color settings, or individual display devices.

Some photographs may also include decorative settings or additional objects used to illustrate a product in an everyday environment.

Please remember that only the items specifically identified in the product description and package contents are included in your purchase.

For the most accurate information, always refer to the written product specifications.

If the item received is materially different from the product advertised, please contact us so we can review the matter.

Are accessories shown in product photographs included?

Not necessarily.

Some product images may show additional objects to demonstrate how an item can be used or displayed.

The actual package contents are determined by the description and specifications on the relevant product page.

Before purchasing, please review the included-items information carefully.

If you are uncertain whether a particular accessory is part of the package, our customer service team can help clarify the listing.

How should I clean and maintain baby products?

Care requirements depend on the materials, construction, and intended function of each product.

Where available, cleaning and maintenance instructions are provided on the product page or in the accompanying product documentation.

We recommend following the manufacturer's guidance and avoiding cleaning methods that are not approved for the particular item.

For products used in feeding, bathing, or personal care routines, please pay particular attention to the relevant cleaning and hygiene instructions.

If you cannot find specific maintenance information, contact us before using a cleaning method you are unsure about.

Do Kiveth products replace professional medical or childcare advice?

No. Product descriptions are provided to explain product features, intended uses, and available specifications.

They are not intended to diagnose, prevent, or treat medical conditions or replace professional medical guidance.

If you have questions about your baby's health, development, feeding requirements, or a product's suitability for a particular medical situation, please consult an appropriately qualified healthcare professional.

Always follow the product's instructions and applicable safety recommendations.

What should I do if a product arrives damaged, defective, or incomplete?

If an item arrives in an unsatisfactory condition, please contact our customer service team so we can review the situation.

To help us understand the issue, we recommend providing:

• Your order number;

• The name or description of the affected product;

• A clear explanation of the problem;

• Photographs or videos showing the item and its packaging, where appropriate.

Please retain the relevant packaging and product information while your request is being reviewed.

After assessing the information, our team will explain the available resolution.

Depending on the circumstances, this may include an authorized return, replacement, refund, or another appropriate solution under our store policies and applicable law.

3. Payments, Checkout, and Discounts

What payment methods can I use?

The payment methods available for a particular purchase will be displayed during checkout.

Available options may depend on the payment services supported when your transaction is processed.

Before confirming payment, please review your selected products, quantities, shipping option, applicable discounts, and final purchase amount.

If you have questions about a payment option displayed on our website, you are welcome to contact us.

What should I do if my payment does not go through?

If a payment attempt is unsuccessful, first check that the information entered during checkout is accurate.

You may also wish to:

1. Confirm that your payment method is active and available.

2. Check whether your bank or card issuer requires additional verification.

3. Review any payment notifications or messages from your financial institution.

4. Contact your payment provider if the transaction has been declined.

If the problem continues, email service@kiveth.com and briefly describe what happened.

For security reasons, please do not send complete payment card numbers, security codes, account passwords, or other confidential financial information through ordinary email.

How can I use a discount or promotional code?

If you have a valid promotional code, enter it into the designated discount field during checkout.

Once applied, review the updated order summary to make sure the discount has been reflected correctly.

Please remember that promotional offers may have specific conditions, such as expiration dates, minimum purchase amounts, or eligible-product restrictions.

If a code does not work, check that it has been entered correctly and that your order meets the applicable promotional requirements.

Why might my final order amount be different from the product price?

The amount payable at checkout may include more than the listed merchandise prices.

For example, the final total may reflect the selected shipping service, applicable discounts, and other charges disclosed during checkout.

We recommend reviewing the complete order summary before submitting payment so you can confirm the amount being charged.

4. Shipping, Dispatch, and Delivery

Which destinations does Kiveth currently serve?

According to the current shipping arrangements described in this FAQ, Kiveth provides delivery to eligible addresses within the United States.

Customers can enter their complete U.S. delivery address during checkout to view the shipping methods and applicable charges available for their location.

Please make sure that the recipient's name, street address, city, state, and postal code are entered correctly.

What shipping methods are available?

We currently describe three delivery options for eligible U.S. orders.

The available shipping service depends on the destination and the options displayed during checkout.

Shipping service	Fee	Estimated transit time
Express Shipping	$6.99	1–2 business days after dispatch
Free Standard Shipping	Free on qualifying orders of $39.00 or more	3–5 business days after dispatch
Regular Standard Shipping	$3.99 on eligible orders below $39.00	3–5 business days after dispatch

All prices are stated in U.S. dollars.

How do I qualify for free standard shipping?

Eligible U.S. orders with a merchandise subtotal of $39.00 or more qualify for complimentary standard shipping, subject to the conditions displayed during checkout.

For eligible purchases below this threshold, regular standard shipping is generally available for $3.99.

Express Shipping is offered at $6.99 when available for the relevant order.

Please check the order summary before completing payment to confirm that the correct delivery option and shipping charge have been applied.

How long does it take to prepare an order?

After successful payment confirmation, order preparation generally takes approximately 1–3 business days.

This stage may involve order verification, product allocation, packaging, and dispatch arrangements.

Occasionally, additional preparation time may be required because of inventory availability, promotional periods, public holidays, or other operational circumstances.

If additional information is needed to process your purchase, our team may contact you using the details provided at checkout.

Please remember that preparation time and carrier transit time are separate stages.

When should I expect my package to arrive?

The estimated delivery period depends on the shipping service selected.

For reference:

• Express Shipping: approximately 1–2 business days after dispatch.

• Standard Shipping: approximately 3–5 business days after dispatch.

These estimates do not include the usual 1–3 business days required for order preparation.

Actual arrival times may vary because of carrier schedules, weather conditions, public holidays, transportation interruptions, and other circumstances outside our reasonable control.

The stated periods are estimates and should not be treated as guaranteed arrival dates.

How will I receive my tracking information?

When tracking information becomes available after dispatch, it will generally be sent to the email address associated with your order.

Once you receive the tracking reference, you can use the available carrier tracking service to review shipment progress.

Please allow some time for the carrier to receive and scan the package. Tracking activity may not appear immediately after dispatch.

If you cannot locate your tracking details, contact service@kiveth.com with your order number.

Why has my tracking information not updated?

Tracking information may take time to appear because a shipping carrier needs to receive and scan the package before its tracking system displays new activity.

A temporary lack of updates does not necessarily mean that your shipment has been lost.

If tracking remains unchanged for an extended period or the package appears to be delayed, please contact our team.

Include your order number and tracking reference, if available, so we can review the available information.

Can I change my shipping address after placing an order?

If you discover an error in your delivery address, contact us immediately.

We will check the fulfillment status and determine whether the requested correction can still be made.

Once an order has been packed or transferred to the shipping carrier, address changes may no longer be possible.

To reduce the possibility of delivery problems, please verify all recipient and address information before submitting your purchase.

What if my delivery is late?

If your order has not arrived within the estimated delivery period, we recommend checking the most recent tracking information first.

If the shipment appears to have stopped moving or is significantly delayed, contact our customer service team.

Please provide your order number and any available tracking details.

We will review the information and explain the next steps based on the circumstances.

What should I do if tracking says delivered but I cannot find my package?

If the carrier's tracking system shows that your package has been delivered but you cannot locate it, we suggest checking the following places:

• Your mailbox or usual delivery location;

• The entrance or designated parcel area;

• Your building's reception or package collection point;

• Any alternative location indicated by the carrier;

• Delivery notifications or messages left by the carrier.

You may also check with household members or other authorized recipients.

If the package remains missing, contact us with your order number and tracking information.

We will review the available details and advise you on the appropriate next steps.

5. Returns, Replacements, and Refunds

What is Kiveth's return period?

Eligible purchases may be submitted for return within 180 calendar days after delivery, subject to the requirements described in our Return & Refund Policy.

Return eligibility depends on the applicable conditions and the nature of the request.

For baby, feeding, and personal care products, please contact our customer service team before sending an item back so we can explain the relevant requirements.

Nothing in our return procedures is intended to limit mandatory consumer rights under applicable law.

How do I start a return request?

To begin, email service@kiveth.com before arranging a return shipment.

For a more efficient review, include:

• Your order number;

• The email address used during checkout;

• The name of the product you wish to return;

• A brief explanation of your return request;

• Photographs or other supporting information, where relevant.

Our team will review the request and explain the applicable return procedure.

If the request is approved, we will provide the authorized return destination and instructions.

Please do not send merchandise to an address that has not been confirmed by our customer service team.

Is return shipping free?

Qualifying returns may be covered by our 180-day free-return arrangement, subject to the conditions in the Return & Refund Policy.

Return shipping arrangements depend on the reason for the return and whether the request meets the applicable requirements.

If a product arrives damaged, defective, incorrect, or materially different from its advertised description because of an issue attributable to us, we will review the situation and explain the appropriate resolution.

Please obtain return instructions before arranging shipment so that applicable shipping arrangements can be confirmed.

Can I return a product that I have already opened?

Return eligibility can depend on the product category, its condition, the reason for the request, and applicable consumer protection requirements.

Because some baby and personal care products may have specific hygiene or safety considerations, please contact our customer service team before sending an opened or used product back.

Our team will review the circumstances and explain whether the item is eligible under the applicable return rules.

Please do not assume that every opened product is automatically eligible or automatically excluded.

What if I receive an incorrect or defective item?

If the product delivered does not match your order, arrives damaged, or has a defect, please notify us.

We recommend providing photographs or videos where appropriate so that we can understand the issue.

After reviewing your information, our team will explain the available options.

Depending on the circumstances, a replacement, authorized return, refund, or another suitable resolution may be arranged.

Applicable return shipping expenses for issues attributable to us will be handled in accordance with our published policies and relevant legal requirements.

How long does refund processing take?

Once an authorized return has been received and inspected, we will notify you of the outcome of the review.

If the refund is approved, we generally initiate it to the original payment method within 5–10 business days after the returned item has been received and inspected.

The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment service provider.

What if my refund has not appeared in my account?

If you have not received an expected refund, we recommend taking the following steps:

1. Check your bank or payment account again.

2. Contact your card issuer, if applicable, to ask whether the refund is still being processed.

3. Check with your bank or payment provider to see whether additional processing time is required.

4. If the refund remains unavailable, contact our support team with your order number and refund details.

Our team will review the information and help clarify the status of your request.

Please note that once a refund has been initiated, the time required for the funds to appear may be determined by your financial institution.

6. Customer Privacy and Website Information

How does Kiveth use customer information?

Information may be collected when you browse our website, review products, submit an order, complete payment, arrange delivery, or contact customer support.

Certain information may be processed by service providers involved in website operation, payment processing, order fulfillment, shipping, and related services when necessary to complete store operations.

We encourage all customers to read our Privacy Policy for a detailed explanation of the information we collect, how it is used, and the measures and procedures relating to its handling.

How can I protect my personal information?

When using our website or communicating with customer support, please take care to protect your personal information.

In particular:

• Do not share account passwords through ordinary email.

• Do not send complete payment card details or security codes in customer service messages.

• Use the official contact information displayed on our website.

• Check that your delivery information is correct before submitting an order.

• Review our Privacy Policy to understand how your information is handled.

If you receive a message that appears suspicious or requests confidential financial information, please contact us through our published customer service channel.

7. Contact Kiveth and Business Details

How can I reach the Kiveth customer service team?

If your question is not answered in this Help Center, you are welcome to contact us directly.

Our team can assist with product information, order details, checkout questions, shipping arrangements, return requests, refunds, and other matters relating to purchases made through our website.

Our contact information is provided below.

Brand Name:

Kiveth

Legal Company Name:

Weifang Fengrunnong Information Technology Co., Ltd.

Registered Business Address:

Room 1204, Huahai Building, No. 7399 Jiankang East Street, Huayuan Community, Qingchi Subdistrict, Weifang High-tech Industrial Development Zone, Weifang, Shandong Province, China.

Customer Support Email:

service@kiveth.com

Customer Support Telephone:

+86 536 222 1999

Website:

Kiveth Official Online Store

The Kiveth online store is owned and operated by Weifang Fengrunnong Information Technology Co., Ltd., which is responsible for the store's business operations and the coordination of customer support services.

What should I include when contacting customer support?

The information you provide will depend on the nature of your inquiry.

For an existing purchase, we recommend including your order number, checkout email address, and a short explanation of the issue.

For product questions, provide the product name or page link and identify the specific information you would like clarified.

For damaged or incorrect deliveries, photographs and a description of the issue may help us review the situation more effectively.

Please avoid sending passwords, complete payment card details, or other sensitive financial information.

What if my question is not listed in this guide?

We understand that not every shopping situation can be covered by a general FAQ.

If your circumstances are different or you need additional information, please contact our team directly.

We will review your inquiry and make reasonable efforts to provide guidance based on the relevant product information, your order details, our published store policies, and applicable requirements.

8. A Better-Informed Shopping Experience

Choosing products for babies and young children often requires careful consideration. Every household has different routines, preferences, and priorities, and the information needed for one purchase may be different from the next.

At Kiveth, we want our customers to have access to clear product details, understandable shopping procedures, and a convenient way to ask questions.

We encourage parents and caregivers to take time to review product specifications, age recommendations, package contents, and usage instructions before making a purchase.

We also welcome feedback about our website, product descriptions, and customer support experience. Your comments help us identify areas where additional information or clearer guidance may be useful.

Thank you for visiting Kiveth and taking the time to learn more about our store.

Whether you are preparing for a newborn, organizing everyday baby essentials, or exploring practical childcare accessories, we appreciate your interest and look forward to assisting you.

Kiveth – Thoughtful Choices for Every Little Milestone.

Kiveth is owned and operated by Weifang Fengrunnong Information Technology Co., Ltd.