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FAQ AND E-COMMERCE POLICIES

Want to find out about our policies relating to the sale of products on this site, including shipping and return of products? Have other questions for KIWI®? Below are common questions about ordering from us and using our products. If you don't see the answer to your question, please Contact Us and we will get back to you within one business day. The policies described below are an integral part of the Website Terms and Conditions of Use that apply generally to the use of our site and you should review them carefully.

WHAT IS YOUR SHIPPING POLICY?

Please review the checkout page before you submit your order for the shipping methods available for your items. We will arrange for shipment of the products to you in accordance with the applicable method selected. You will pay all shipping and handling charges specified during the ordering process. Title and risk of loss pass to you upon our transfer of the products to the carrier. Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipments.

How Long Will It Take My Order To Arrive?

Orders will generally arrive within 2-7 business days based on the delivery location. Most orders are processed and shipped within one business day of the order placement. Tracking numbers are provided day of shipment if you have created an account on us.kiwicare.com. If you checked out as a guest, you may not receive communication from us.

How Do I Get My Order Tracking Information?

To track your order you need to create an account on us.kiwicare.com. If you have an account, please login to My Account and click on My Orders. Then you can click on the View Order button for the order you want to track. If your order status is shipped, click on Track Your Order for the items you want to track. For further assistance, please call Customer Service at 866-764-4605, Monday through Friday, 8:00AM-4:00PM CST.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

The use of certain functions of the site, like tracking your orders, requires you to have established an account. However, an account is not required to make a purchase from us.kiwicare.com. To establish an account, click here. We will handle all information received from you in connection with your registration in accordance with our Privacy Notice.

Do You Ship To My Country?

We currently ship only to destinations within the United States (including Alaska and Hawaii).

Why Am I Not Getting Transactional Emails?

First, please check your spam folder as sometimes your settings are strict and block transactional emails. If you did not create an account on the us.kiwicare.com website, and checked out as a guest, you will not receive a welcome email, however when your order ships you will receive a shipping notification email so you can track your order.

How do I Know If I Have An Account?

If you created an account, you will have a password. If you do not know, you can go to the login screen and click "Forgot Your Password" then enter your email and submit. If you have an account, the instructions will be sent to your email to reset your password.

How Will the Charge Appear On My Credit Card?

The charge will appear on your credit card as: "SHOP KIWICARE".

Do I have to Pay Sales Tax?

By law, we must charge sales tax in all states where we have a business presence.

Where Can I Find a Copy of My Order?

Please login to your account to access your order details and history. You can click on My Orders to view details of your order.

How Do I Start a New Order?

To start a new order, simply add the items that you would like to purchase to your shopping basket. Please note, items will remain in your cart for 30 days, until you remove the items from your shopping basket, or until you clean your browser cache.

Why Are You Not Accepting My Credit Card?

There are many reasons for a failed credit card transaction. Your card information may have been entered wrong, the card may have expired, reached its limit, or a malfunction may have occurred with the credit card processing system. Please double check your information. If you continue to have problems, please contact our Customer Service Monday through Friday, 8:00AM-4:00PM CST at 866-764-4605. Please provide them with any error messages you may have received.

What Is Your Refund Policy?

Except as described below or other products designated on the site, if you are dissatisfied for any reason with your order from us.kiwicare.com, we will gladly make an exchange or refund your money on unused items within 60 days of your original receipt. Simply return the unused item(s), in their original condition, to us within 60 days of your original receipt in accordance with the following instructions: KIWI Returns Dept.684 County Line Road Bensenville, IL 60106 and include reason for return, specifying whether you'd like an exchange or a refund. If your order qualified for free shipping, it also qualifies for free returns. Orders under $19.99 will not be eligible for free returns and must be returned at your own cost, however we are happy to help you with the returns process. Feel free to Contact Us, and we will get the process started. Please have your order information handy so we can identify and assist you quickly. After we receive and inspect your item and verify compliance with the requirements of our refund policy, we will promptly reship or refund your credit card. Please allow for time for the credit card issuer to credit your account. The credit card issuer determines when the credit will be reflected in your statement. To obtain an exchange or refund, you must have purchased the item(s) at us.kiwicare.com. For items purchased in retail stores, please contact the store where the purchase was made to review their refund policy. The amount refunded will be the price paid by you for the returned item (which reflects the amount of any discounts, promotions or coupons you received), including sales tax charged with respect to the item, as applicable. The amount refunded will not include the original shipping and handling costs paid by you if your original order did not qualify for free shipping. ALL SALES ARE FINAL ON OUR LIMITED EDITION AND DISCONTINUED PRODUCTS AND ON OTHER PRODUCTS DESIGNATED ON THIS SITE AS NON-REFUNDABLE, AND WE WILL NOT ACCEPT EXCHANGES OR REFUNDS ON THOSE ITEMS.

How Do I Cancel My Order?

To cancel your order, please contact Customer Service at 866-764-4605 Monday through Friday or e-mail us at orders@kiwicare.com on the day you placed your order. Due to our desire to promptly ship out customer orders, we cannot guarantee that your order can be cancelled. However, we will make every effort to cancel your order provided that it has not entered the shipping process.

ARE THERE OTHER TERMS AND CONDITIONS APPLICABLE MY PURCHASE AND USE OF THE SITE?

Please review our Website Terms and Conditions of Use, which covers terms and conditions of use generally applicable to our sites, including terms relevant to e-commerce activities (GENERAL TERMS APPLICABLE TO E-COMMERCE), terms addressing the registration and management of your account on this site (REGISTRATION), and terms addressing rights and limitations in the event of a dispute or claim (JURISDICTION, LIMITATION OF LIABILTY, DISCLAIMER and INDEMNIFICATION).

HOW DO YOU PROCESS DATA COLLECTED?

Our Privacy Notice governs the processing of all personal data collected from you in connection with your purchase of products through this site.

HOW DO I REMOVE SHOE POLISH STAINS?

There are several ways to remove a shoe polish stain, depending on the material of the shoe. While you should always consult the manufacturer, there are a few general actions that can be taken for materials, such as clothing, carpets and furniture, as follows:
  • Treat the stain as quickly as possible (old stains are usually more difficult to remove).
  • If possible, never let a stain dry completely (it is almost always better to add a little water and detergent to keep it wet).
  • Most shoe care products are colored with dyes and/or pigments. If these are absorbed into a material (for example, wool, suede and soft leather) it is often impossible to completely remove the stain without damaging the material (for example, some dyed materials may lose color or wool may become fluffy).

WHAT IS THE DIFFERENCE BETWEEN SUEDE AND NUBUCK?

Nubuck is prepared by roughening the surface of leather – almost always the outside of leather. It has a texture of short protein fibers and is quite resistant to stains and wear.

Suede is almost always prepared by roughening the inside (flesh side) of leather. This causes a longer texture of protein fibers, which are, unless treated, very absorbent, easy to stain and easily damaged in normal wear.

When treating suede or nubuck, always complete the treatment by brushing with a suitable brush. Use only quality branded protective sprays to prevent stains and repel water.

WHAT DOES "SMOOTH LEATHER" MEAN?

Smooth leather refers to any tanned, treated leather that is not suede or nubuck. If you are unsure of the material you need to treat, consult the manufacturer for the best way to care for your smooth leather goods.