Support

Before you write

Many answers are already on the site. Using the matching page is faster than a general ticket.

• Account, checkout, and selling basics: Help Center
• Send an item back or get money back: Returns & Refunds
• Delivery times and tracking: Shipping Info
• How we use data: Privacy Policy
• Rules for using Kavix: Terms and Conditions

How to contact us

Sign in when you can. Logged-in requests let us see your orders and shop without you pasting every detail. If you cannot sign in, use the same email as your Kavix account so we can find you.

What to include

• Order number or product name and approximate order date.
• Shop name if you are a seller.
• What you already tried (new password, new tracking check, return request).
• Screenshots of errors, tracking, or payment receipts (hide full card numbers).
• Best phone number if we need a callback for a high-value case.

Hours and response times

Support reviews new messages every day. Simple account questions often get a reply within 24 hours. Order disputes, lost parcels, and payout checks can take 2–5 business days because we wait on carriers or sellers. Peak seasons (year-end holidays and large sale events) may add a day.

We do not provide phone support for every market yet. Email and the in-site help flow are the official channels. Social media comments are not a secure place to share order IDs.

Buyers

We can help with payment that did not confirm, the wrong item, missing packages, and refunds that have not appeared after we approved them. We cannot change a seller’s warehouse location or force a courier to deliver the same day. For product advice (which size to buy), use the listing description and seller questions on the product page.

Sellers

We help with KYC status, why a listing is hidden, package limits, and withdrawals that are pending. Have your shop ID ready (for example Shop 0074). Payout timing depends on completed orders and your bank. Commission is a percentage of company price added to the listing; we will not recalculate a live order unless there was a documented system error.

Safety and abuse

Report fake listings, threats, or attempts to move payment off Kavix. We can freeze a shop while we review. Never pay a “support agent” who messages you outside kavixglobalshop.com or official email. Kavix will not ask for your password or the full OTP from your email.

Accessibility

If you cannot use a part of the site with a screen reader or keyboard, tell us the page URL and what you expected to happen. We treat that as a product defect, not a low-priority comment.