Shipping policy
Where do you ship from?
Our warehouse is located in Burleigh Heads QLD 4220. We do regular deliveries ourselves to customers between the Sunshine Coast and Coffs Harbour and will deliver your item to you within 7 business days. If you have placed a Pre-Order we will deliver within 7 days after the estimated arrival date.
For orders outside of our local delivery area we work with Grace Removals, who will aim to get it to you within 10 days from dispatch. However, orders to WA can take up to 21 days.
Deliveries to Sydney, Melbourne & Adelaide are estimated to be 7-10 business days for delivery. If you are in Tasmania, Regional Victoria, South Australia or NSW, in some rare instances delivery can take 14 days.
How are the items delivered?
Saunas & Reformers will be brought through your front door and into the room of your choice. Ice Baths will be either delivered to an open space or garage at the front of your property. Due to the size and weight of our Ice baths unfortunately we cannot move them into your property.
How much is shipping?
We offer free shipping Australia Wide on orders over $100.
How do I receive my tracking?
As most of our products are large and overweight we do not use traditional shipping, therefore tracking is not available as we work with a depot - depot location updates system. We will give you a call once your order is coming up for delivery (usually 1-2 days prior) and ensure someone is available to receive the item on the day of delivery. Delivery times are usually given a 2 hour delivery window.
How long do you take to dispatch?
If you purchase the item while it's in stock, we will aim to have it dispatched within 2-3 days. If you purchase the item while it’s on ‘pre-order’, we will give you a call to let you know when we are expecting to receive the item into our warehouse from our manufacturer and when you can expect delivery. Dispatch on ‘pre-order’ items are usually within 2-3 days of estimated arrival date as stated on the products page of our website.
Which courier do you use?
For orders outside of the Sunshine Coast-to-Coffs Harbour area, we will pass the item on to our third party delivery partner Grace Removals.
Do you offer express shipping?
Do to the weight and shape of our items, there is no express option available to us via our couriers, so we are unable to offer this as an option.
Are you experiencing delays currently?
Our manufacturer is international, and therefore we work around overseas freight demands and delays. We recommend you contact our customer service team on our live chat or at support@kivawellness.com.au at the time you are considering a purchase to check our current stock levels and determine if there's any expected delays.
Do you give authority to leave?
We will not leave your item unattended. We will call you to coordinate a time for you to be home so we can have our delivery team assist you with moving the item inside to it's desired location.