Shipping Policy

This Shipping Policy applies to orders placed on www.koaiv.com.

At Koaiv, some items are ready to ship, while others are made to order, such as art prints and printed gifts. Depending on the product type and delivery destination, items may be made or shipped from different facilities. If your order includes multiple items, they may arrive in separate packages with separate tracking numbers.

1. Order Processing Times

Order processing time is the time needed to prepare, produce, pack, and hand your order to the shipping carrier. Processing time is separate from shipping transit time.

Typical processing times:

Digital downloads: delivered by email, account download, or another digital delivery method shortly after checkout.

Made-to-order items, including art prints, printed gifts, mugs, totes, and similar items: usually 2-5 business days before shipping.

Standard physical products: usually 2-5 business days before dispatch.

Processing times may be longer during holidays, peak periods, supplier delays, carrier disruptions, or other circumstances outside our control.

Business days exclude weekends and public holidays.

2. Estimated Delivery Times

Delivery times depend on the item, destination, shipping method, carrier, and local delivery conditions.

Typical delivery estimates after dispatch:

United States: usually 5-15 business days.

United Kingdom: usually 5-15 business days.

Canada, Australia, New Zealand, and other international destinations: usually 7-25 business days.

These delivery times are estimates and are not guaranteed unless specifically stated at checkout or on the product page. Delivery may take longer due to customs processing, carrier delays, holidays, weather, incorrect address details, or other circumstances outside our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on the items in your order, delivery destination, package size, package weight, and available shipping methods.

If a free shipping promotion is available, it will be shown at checkout or in the relevant promotional message.

The shipping cost shown at checkout is the shipping cost charged for your order.

4. Multiple Packages

If your order contains multiple items, they may be shipped separately. For example, a physical product, a made-to-order print, and a digital download may each be fulfilled in a different way.

When items ship separately, you may receive more than one tracking number.

You will not be charged additional shipping after checkout simply because your order is split into multiple packages.

5. Tracking Information

When your order ships, we will send a shipment confirmation email with tracking information where tracking is available.

Please allow 24-72 hours for tracking information to update after the carrier receives the package.

If tracking has not updated for several days, please contact us and we will help review the shipment status.

6. Digital Products

Digital products do not require shipping. After purchase, digital downloads are delivered by email, account download, or another digital delivery method.

No physical item will be shipped for digital-only products.

Please make sure your email address is correct at checkout.

7. Address Changes

Please review your shipping address carefully before placing your order.

If you need to change your shipping address, please contact us as soon as possible. We can only update the address if the order has not yet entered processing, production, or dispatch.

Once an order has been processed, produced, or shipped, we may not be able to change the delivery address.

If a package is returned, delayed, lost, or undeliverable due to an incorrect, incomplete, or invalid address provided at checkout, the customer may be responsible for any reshipping costs.

8. Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges.

These charges are determined by your local customs authority and are the responsibility of the customer unless they are clearly collected at checkout.

Koaiv is not responsible for delays caused by customs processing.

If you refuse to pay required customs duties, taxes, or import charges and the package is returned or abandoned, original shipping fees will not be refunded. Any refund for the product value will be reviewed after the item is returned to the appropriate location, where possible.

9. Delayed, Lost, or Delivered Packages

If your order is taking longer than expected, please contact us and we will help check the tracking status.

For packages that appear lost in transit, we may need to wait for the carrier to complete an investigation before issuing a replacement or refund.

If tracking shows that a package has been delivered but you have not received it, please first check with household members, neighbors, building staff, your local post office, or the carrier. If you still cannot locate it, contact us and we will review the situation.

Koaiv is not responsible for packages stolen after confirmed delivery, but we will do our best to help you resolve the issue.

10. Damaged, Defective, Misprinted, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, please contact us as soon as possible.

Please include:

Your order number
A brief description of the issue
Clear photos of the item and packaging

For approved claims, we will arrange a replacement, refund, or another appropriate solution.

Please do not return damaged, defective, misprinted, or incorrect items without contacting us first.

11. Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We may be able to cancel an order before it has entered processing, production, or dispatch.

Made-to-order items may enter production shortly after purchase. Once production has started, cancellation may no longer be possible.

12. Returns

Shipping-related return rules are handled under our Refunds and Return Policy.

Please do not send any item back without contacting us first. If your return is approved, we will provide the correct return instructions based on the item.

Items sent back without prior approval may not be accepted.

13. Contact Us

If you have questions about shipping, delivery, tracking, or your order status, please contact us through our Contact Us page: contact-us