Shipping policy
Shipping Policy
Last updated: 23 July 2026
At KALIVA, we aim to make the delivery process as clear and reliable as possible. This Shipping Policy explains how orders are processed, shipped and delivered.
By placing an order through our website, you agree to the terms of this Shipping Policy.
Order Processing
Orders are generally processed within 1–4 business days after payment has been successfully received.
Processing includes:
- Confirming your order
- Verifying payment
- Preparing your products for shipment
- Completing quality and fulfilment checks
- Arranging collection by the relevant shipping carrier
Business days do not include weekends or public holidays.
During busy periods, promotional events, product launches or public holidays, processing may take slightly longer.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where available.
Estimated Delivery Timeframes
For orders delivered within Australia, estimated delivery is generally:
7–17 business days after dispatch
This timeframe is an estimate only and does not include the order-processing period.
Your total estimated timeframe is therefore:
- Processing: 1–4 business days
- Delivery after dispatch: 7–17 business days
Delivery to regional or remote locations may take longer.
Delivery timeframes may also vary depending on:
- Your location
- Product availability
- The fulfilment location
- The selected shipping method
- Courier operations
- Customs processing
- Public holidays
- Severe weather
- Seasonal order volumes
- Events outside our reasonable control
Where a different estimated timeframe applies to a particular product or destination, this will be displayed on the product page, during checkout or in your order confirmation.
Shipping Locations
We ship to the destinations made available during checkout.
If your address or country cannot be selected at checkout, we are currently unable to deliver to that location.
We may update the locations we service at any time.
Shipping Costs
Shipping costs are displayed during checkout before payment is completed.
Where an order or bundle qualifies for free shipping, this will be clearly shown on the product page or during checkout.
Promotional free-shipping offers may be subject to:
- A minimum order value
- Selected products or bundles
- Specific delivery locations
- A limited promotional period
Any available discount or free-shipping offer must be successfully applied before the order is completed.
Shipping charges cannot generally be refunded or adjusted after an order has been placed unless required by law.
Fulfilment Locations
To offer our products efficiently, some orders may be fulfilled by third-party fulfilment partners and shipped from locations outside Australia.
Your order may therefore pass through international and local shipping networks before reaching you.
The sender name, shipping carrier or fulfilment location displayed on your parcel may differ from the KALIVA brand name. This does not affect the authenticity of your purchase or your rights as a KALIVA customer.
Separate Parcels
Orders containing more than one product may occasionally be shipped separately due to:
- Product availability
- Different fulfilment locations
- Parcel size or weight requirements
- Carrier restrictions
If your order is sent in multiple parcels, the parcels may arrive on different dates.
Where available, separate tracking details will be provided for each shipment.
You will not be charged additional shipping fees solely because we have chosen to send an order in separate parcels.
Order Tracking
Once your order has been dispatched, we will send tracking information to the email address provided at checkout where tracking is available.
Tracking information may take 2–5 business days after dispatch to begin displaying updates.
This delay can occur while the parcel is being transferred between the fulfilment facility, international carrier and local delivery network.
Occasional gaps between tracking updates do not necessarily mean that the parcel has stopped moving.
Customers are responsible for monitoring their tracking information and ensuring that someone is available to receive the parcel where required.
Incorrect or Incomplete Addresses
Please check your delivery information carefully before completing your purchase.
You are responsible for providing an accurate and complete delivery address, including:
- Full name
- Street address
- Unit or apartment number
- Suburb
- State or territory
- Postcode
- Country
- Contact telephone number where requested
Please contact us immediately at inquiries@kaliva.store if you notice an error.
We will attempt to update your details where possible, but we cannot guarantee that changes can be made once processing or fulfilment has begun.
KALIVA is not responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer.
Where a parcel is returned or requires redelivery because of an address error supplied by the customer, the customer may be required to pay reasonable reshipping costs.
This does not apply where the addressing error was caused by KALIVA or one of our service providers.
Order Changes and Cancellations
Please contact us as soon as possible if you need to change or cancel an order.
We cannot guarantee that changes or cancellations will be possible once your order has entered processing or fulfilment.
If your order has already been dispatched, it cannot be cancelled while in transit. You may request an eligible return after delivery in accordance with our Returns & Refund Policy.
If we are able to cancel your order before dispatch, any approved refund will be returned to your original payment method.
Delivery Delays
Delivery timeframes are estimates and occasional delays may occur.
Possible causes include:
- Customs inspections
- Courier congestion
- Carrier disruptions
- Severe weather or natural disasters
- Public holidays
- Border or transport restrictions
- Incorrect delivery details
- Remote delivery locations
- High seasonal demand
- Events outside our reasonable control
If we become aware of a significant delay affecting your order, we will take reasonable steps to provide you with updated information.
Please contact us if your order has not arrived within the estimated delivery timeframe.
We will investigate the shipment with the relevant fulfilment and delivery providers.
If we cannot supply your order within the stated timeframe or within a reasonable time, we will provide an appropriate solution in accordance with Australian Consumer Law.
Lost Orders
An order is not automatically considered lost because tracking information has temporarily stopped updating or because the estimated delivery date has passed.
If you believe your order may be lost, contact us at inquiries@kaliva.store with:
- Your full name
- Order number
- Delivery address
- Tracking number, where available
- A brief description of the issue
We will investigate the shipment with the relevant carrier or fulfilment provider.
If the order is confirmed as lost in transit, we will arrange an appropriate replacement or refund.
Orders Marked as Delivered
If tracking shows that your order has been delivered but you cannot locate it, please:
- Check around the delivery location, including entrances, mailboxes and safe-drop areas.
- Ask other household members whether they accepted the parcel.
- Check with nearby neighbours where appropriate.
- Contact the local delivery carrier.
- Allow up to 48 hours, as some carriers record parcels as delivered shortly before completing delivery.
If the parcel still cannot be found, contact us at inquiries@kaliva.store.
We will assist you in requesting further information from the carrier.
A carrier’s delivered scan will be considered as part of our investigation but will not automatically prevent you from receiving a remedy where one is required under applicable law.
Failed Delivery and Unclaimed Parcels
Customers are responsible for monitoring tracking information and collecting parcels from a post office, collection point or depot where required.
If a delivery attempt is unsuccessful, the carrier may:
- Make another delivery attempt
- Leave the parcel in a safe location
- Take the parcel to a collection point
- Return the parcel to the sender
If a parcel is returned because it was unclaimed, refused or could not be delivered due to information provided by the customer, reasonable reshipping costs may apply.
Any refund for an unclaimed or refused order will be assessed in accordance with our Returns & Refund Policy and Australian Consumer Law.
Customs, Duties and Taxes
International shipments may be subject to customs inspections, import duties, taxes or other charges imposed by the destination country.
Where these charges apply and are not collected during checkout, they are generally the responsibility of the recipient.
KALIVA does not control customs charges or processing times.
Customers are responsible for complying with the import rules applicable in their country or region.
Where an order is delivered within Australia, any applicable charges collected by KALIVA will be displayed during checkout where required.
Damaged, Faulty or Incorrect Orders
Please inspect your order as soon as it arrives.
If your parcel or product arrives damaged, faulty or incorrect, contact us within 7 days of delivery and provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the parcel and packaging
- A photograph of the shipping label where applicable
Please do not discard the product or packaging until your claim has been reviewed.
Eligible claims will be handled in accordance with our Returns & Refund Policy and Australian Consumer Law.
Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
If an order cannot be supplied within the agreed timeframe or within a reasonable time, you may be entitled to an appropriate solution depending on the circumstances.
Your rights under Australian Consumer Law apply independently of the estimated delivery timeframes and other voluntary policies offered by KALIVA.
Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to:
- Our shipping methods
- Fulfilment arrangements
- Delivery locations
- Carrier requirements
- Business operations
- Applicable laws or regulations
Any updated version will be published on this page with a revised “Last updated” date.
Changes will not retrospectively reduce rights relating to orders already accepted.
Contact Us
If you have any questions about shipping, tracking or the delivery of your order, please contact us.
KALIVA Customer Care
Email: inquiries@kaliva.store