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Welcome to the Kiwi help center

COVID-19 STATUS

We are fully operational, as an essential service, however delays in transit can happen subject to availability of flights for mail. From mid-March 2020 through the end of May 2020 we suffered significant disruptions in transit and shipping times, adding multiple weeks or more to the delivery of many orders. In June 2020, shipment times mostly resumed to semi-normal. Then again mid-December to mid-January 2021 we experienced extended and abnormal delays from shipments from all origins. As of late January 2021 this greatly improved, but still do allow extra transit time as around 20% of shipments still experience random delays which can be anywhere from extra days to extra weeks.

2021-2022 Holiday Season Update: There are seasonal and OMICRON related delays in transit of parcels globally. In December 2021, India Post temporarily suspended service to the USA, until they could clear much of the backlog of parcels they already have in their possession, which are taking weeks longer to arrive than normal. On Dec 24th, India Post resumed service to the USA, however we are sending new shipments via other postal methods from India, some of which can take a week or more longer because of special routing, as we believe this will still be faster than India Post for the time being. Please be patient, and please always ensure you have a 90 day supply of medicine on-hand to be able to weather any delays outside our control. We will make sure you get all your orders, but can only reship an order if it is clearly lost, and not simply delayed, as indicated by the average total transit time for shipments sent around the same time as yours.

Cancellations/Refunds: Any order not yet marked shipped may be canceled and refunded without any penalty or delay upon your request. These typically show as 'Order Received' status on the website. Given unpredictable delays, we ask customers with shipped orders to allow at least 30 days from the last tracking update before requesting a reship or cancelation. Such request will be reviewed and action taken when the shipment is clearly lost, not just delayed (kindly see above). Cancelations are provided either for orders which have not yet shipped, or for which there are no possible shipment methods for a reship to make it to you. However at any time you may inquire with us about placing a separate parallel order via a different shipment method or country, should any be available (for example upgrading to EMS shipping).

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