Shipping & Delivery FAQs

We are proud to offer international shipping services that currently operate worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

FAQ. How do you ship packages?

Packages from our global suppliers, as far as possible, will be shipped worldwide by ePacket depending on the weight and size of the product. All other countries will take the fastest alternative carriers and should still arrive around our estimated delivery times.

FAQ. Is Free Shipping worldwide?

Yes. We provide free shipping to United States of America, Canada, Europe including UK (the main EU states), as well as Australia and Switzerland. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries and can’t buy our products (at least for now), do contact us for help!

FAQ. What about my country customs fees?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

FAQ. How long does my shipping take?

When you order on our site, it then takes between 1-7 days to “process” your order: get it picked, packed and ready to ship. This is the processing time. You will receive a tracking code via email from us within this first 1-7 days to let you know your order has been shipped.

Estimated shipping times are as follows:

LOCATION *ESTIMATED SHIPPING TIME
United States 20-25 days
Canada, Europe 20-25 days
Australia, New Zealand 20-25 days
Mexico, Central America, South America 25-30  days

*** add 7-10 days *** to the above estimated shipping time for all orders in December.

FAQ. Will my Christmas orders arrive before 25th December?

We are not held responsible for items that do not arrive on a “specific day deadlines” – (but NOTE: most products DO arrive within 2-3 weeks even during busy periods.) You will always be notified of delays because we are also tracking for you and in close contact with each and every shipment out to customers.

FAQ. Where is my stuff? It’s been more than 45 days…

If your product does not arrive before 45 days from the date it was ordered, i.e. 1-5 days for processing and 40 days shipping time, and we’ve looked into the case with no answer from our warehouses, then you are entitled to a no quibble full refund of the goods. Please contact us a request via: support@kickactive.com

FAQ. Do you provide tracking information?

Yes, as mentioned above, we ensure that every customer gets a tracking code, so you can track your orders with peace of mind.

As mentioned above, your tracking code is sent to you as soon as your order is processed. This takes between 1-7 days.

If you hear nothing from us after 7 days, please contact us: support@kickactive.com and we’ll update you on your order status. It may be we’ve sent the email, but you’ve not checked your email or it is in your spam folder :).

Sometimes though, it’s because we are awaiting another product of yours to process and it’s taking time.

No matter what, we are watching our database – if we start to see a delay in your order, we are likely to contact you immediately about it.

We never abandon your order, as said, we are tracking every customer order the best we can and making sure each parcel is delivered. We want to offer the best service and that you get the products you ordered with the least hassle and delay possible.

FAQ. My tracking says “no information available at the moment”?

For some shipping companies, it takes 2-4 business days for the tracking information to update on the system. This is normal, so don’t worry. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Again, we are also watching for you. If we see your product still not dispatching for shipment or stuck at port, we will look into it, then contact you if there is going to be a delay.

FAQ. Will my items be sent in one package?

For logistical reasons, items in the same purchase are likely to be sent in separate packages. This means your packages may arrive on different days. 

If you have any other shipping and delivery questions, please contact us and we will clarify any queries for you.

Thanks for reading!

Team KickActive