Support

PAYMENTS

How Can I Pay for My Order?

We currently accept PayPal and most major credit cards.

Do I Have to Create an Account to Shop?

No, you do not need to create an account to place an order.

However, we recommend creating an account because it makes it easier to check your order status and access your complete order history. You can also save your shipping information for a faster checkout experience.

Can I Get a Refund If the Price Has Changed?

Unfortunately, we are unable to apply promotions or price adjustments to orders placed outside the promotional period, as this would be unfair to other customers.

We apologize for any inconvenience and appreciate your understanding.

DELIVERY

Can I Change the Shipping Address for My Order?

We will be happy to help you update your shipping address.

Please email our Customer Care team at support@kawiplay.com with your order number and updated address as soon as possible.

We can only make changes if your order has not yet entered the packing process.

Please note that order changes may be limited during periods of high order volume, including product launches and promotions.

My Order Has Shipped, but I Need to Change the Address

Unfortunately, we are unable to make any changes once the parcel has been shipped.

If your parcel is returned to us because of an incorrect or incomplete address, your order will be canceled and refunded. We will notify you if this happens.

We are unable to reship orders that have been returned to us. To purchase the same item or items, you will need to place a new order.

We apologize for any inconvenience this may cause.

When Will My Order Ship?

Orders are usually processed and shipped within 1–3 business days.

Business days do not include weekends or holidays.

During major promotions or new product launches, processing may take a little longer.

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

How Do I Track the Delivery of My Order?

Once your order ships, you will receive an email containing a tracking number that you can use to follow your package.

If you have an account with us, you can also access your tracking number once it becomes available.

You can find this information under your Account Details, where your complete order history is available.

Why Isn’t My Tracking Updating?

We are sorry for the delay with your package.

Although the tracking information may not show a recent update, your package may still be in transit.

International orders usually take 3–20 full business days to arrive in the destination country.

Business days do not include weekends or holidays.

My Package Says Delivered, but I Didn’t Receive It

Sometimes tracking information may be incorrect, and a package may be marked as delivered before it actually arrives.

Your package may arrive within the next few days. In the meantime, please check with your family members, neighbors, local post office, or delivery provider for more information.

Please note that Kawiplay is not responsible for loss or theft after a parcel has been marked as delivered.

I Haven’t Received My Package 30 Days After Shipment

We kindly recommend waiting another 5–10 days for an update.

If your package has not arrived and the tracking information has not been updated, please contact our Customer Care team at support@kawiplay.com.

We offer a 45-day money-back service for every customer.

If you have not received your item or items within 45 days from the shipping date, please contact us to request a full refund.

If the parcel eventually arrives after your refund has been issued, we kindly ask that you contact us.

RETURNS AND REFUNDS

How Do I Return an Item?

We are sorry to hear that you are experiencing an issue with your order.

Please contact our Customer Care team at support@kawiplay.com first so that we can try to resolve the issue with you.

If a return is required, we will provide you with the return address and instructions.

Please clearly write your order number and “Return” on the package and send us the tracking number after the package has been shipped.

Once we receive your returned item or items, we will arrange a replacement or refund.

Please note that customers are responsible for return shipping costs for non-quality-related returns, including ordering the wrong color or item, changing their mind, or deciding that the product is no longer wanted.

Returns sent without prior approval may not be accepted.

My Product Has Stopped Working

If you experience a quality issue within the applicable warranty period, your product may be eligible for warranty service.

Each product has a specific warranty period. If the warranty period is not stated on the product page, please contact us at support@kawiplay.com.

I Received the Wrong Item, a Broken Item, or an Item Is Missing from My Order

We are sorry about the issue with your order.

Please email our Customer Care team at support@kawiplay.com with the following information:

Your order number

A clear photo of the incorrect or damaged item

A photo of the shipping label with the tracking number clearly visible

For missing items, please also include a photo of all the items and packaging you received.

All order issues must be reported within 14 days of delivery.

We will review your request and respond as soon as possible.

I Bought a Kawiplay Product from Another Website. Can I Return It Here?

Unfortunately, our Customer Care team is unable to assist with Kawiplay products purchased from other websites.

Please contact the website or retailer where you made the purchase for information about its return policy.

Do You Have a Phone Number I Can Contact?

We currently do not provide telephone support for customer service inquiries.

Please email us at support@kawiplay.com, and we will respond within 24 hours.