ALL ABOUT PRE-ORDERS & FAQ

A behind the scenes look at the pre-order process, and how you can proactively make sure you don't run into any issues.

How Pre-orders Work

Step 1


Product is Manufactured

Step 2


Product is Shipped to Kaviso

Step 3


Kaviso Ships to Customers


Preparing for a Pre-order

Pretty much the same as anywhere else. We'll announce a date and time for a product launch about a week before launch. Up until that time, customers can browse the product page and figure out which products they are interested in, most pages will have a 'Notify Me When Available' button.

Once the official pre-order time comes, if you refresh the product page you'll see the 'Notify Me' button has vanished and you should now see an 'Add to Cart' button. Keep refreshing the page at the scheduled launch time until the 'Add to Cart' button appears. Add your items to cart and check-out like normal.

Easy as that!

Adding an item to your cart does not reserve the item and it can sell out while in your cart. Inventory is only allocated once the final check-out has been completed. This is a limitation of the Shopify platform and not something we can change.

No, we do not store payment information on our site. However, Apple Pay, Google Pay, and Shop Pay are available at check-out and do allow you to save your address and payment information for quicker check-out.

We do not control these payment platforms, nor do we provide tech support for these platforms. These are 3rd party platforms and if you experience an issue with them, you will need to reach out directly to them for support.

There are some basic tips to these. A platform such as Apple Pay will only be available on an Apple device using Safari. If you have an iPhone but use Chrome as your browser, you will not see an option for Apple Pay. But since you're using Chrome, you'll see Google Pay.

These are not limitations or choices Kaviso has made. This is how these systems work worldwide.

Yes, you can create an account be selecting the "Account login" in the site footer. Once you create an account, confirm the email address, you can pre-load an address which will be available to select from an address drop-down at check-out.

Most international customers will be required to pay duties and taxes based on your countries local import laws. Duties and taxes will be calculated at check-out based on your shipping method.

USPS:
Import Duties and Taxes are estimated at check-out but must be remitted directly to your local mail carrier prior to delivery. Your local post office will reach out at time of, or prior to delivery with instructions on duties/tax payments. Payment of duties and taxes is the customers responsibility and may delay your delivery if payments are not made on time.

FedEx:
All FedEx shipments include import Duties/Taxes/VAT at check-out and no additional fees will be charged at import. This also allows for quicker delivery times as your countries local carrier does not need to collect taxes before delivery can be scheduled.

Unfortunately, we do not have a good method to allow customers to get a quote in advance of the sale. However, we do offer both USPS and FedEx shipping which typically allows every international customer a shipping cost between $25-$50 for an X-Mid tent.

At check-out the final cost for any FedEx shipping method includes all related import duties/taxes/VAT. For USPS these additional import costs are estimated and appear under the shipping method. If you are checking out via Shop Pay, Apple Pay, Google Pay, or on a mobile device you will need to expand the shipping options tab at check-out to see the full details and options. Tip: In a lot of cases FedEx is cheaper than USPS. Since you are paying the duties/taxes/VAT at check-out it only appears more expensive.

Due to delivery issues with recent sales, USPS availability has been slimmed down exclusively to countries with delivery confirmation: Australia, Belgium, Canada, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Hong Kong, Iceland, Indonesia, Ireland, Israel, Japan, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Sweden, Switzerland, Thailand, and the United Kingdom. Countries excluded from this list will be shipped via FedEx.

Depending on the item, USPS First Class and/or Priority may be available. USPS restricts carrier methods to certain weight/size limits and therefore the Kakwa packs are not eligible for First Class Mail.

Import Duties and Taxes are estimated at check-out but must be remitted directly to your local mail carrier prior to delivery. Your local post office will reach out at time of, or proir to delivery with instructions on duties/tax payments. Please note this process may delay your delivery and is entirely the customers responsibility to make these payments on time.

FedEx International Shipping is available to all USPS countries below: Australia, Belgium, Canada, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Hong Kong, Iceland, Indonesia, Ireland, Israel, Japan, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Sweden, Switzerland, Thailand, and the United Kingdom.

As well as: Aland Islands, Albania, Andorra, Argentina, Austria, Bosnia & Herzegovina, Brazil, Bulgaria, Canary Island, Chile, China, Colombia, Czech Republic, Faroe Islands, Greece, Guernsey, Hungary, India, Isle of Man, Italy, Jersey, Kazakhstan, Latvia, Liechtenstein, Macedonia, Mexico, Moldova, Monaco, Montenegro, Norway, Phillippines, San Marino, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Svaldbard, Taiwan, Vatican City, and Vietnam.

All FedEx shipments include import Duties/Taxes/VAT at check-out and no additional fees will be charged at import. This also allows for quicker delivery times as your countries local carrier does not need to collect taxes before delivery can be scheduled.

Don't see your country on the list above? Unfortunately we do not ship to your country at this time. We recommend using a freight forwarder such as www.myus.com for shipping to unsupported countries.


Common Questions After Pre-ordering

Easy! Just send a message over to us letting us know you'd like to update your address and we'll get that taken care of for you.

Of course! As long as your item has yet to ship, Kaviso can update your shipping method. Whether this is switching to something expedited, or downgrading if you're no longer in a rush. Keep in mind your new shipping method may result in extra charges. Just contact us and we'll get that taken care of for you.

Sadly, no. There's a lot going on behind the scenes when dealing with a pre-order. In most cases, the items don't physically exist yet, or manufacturing is still ongoing but we're far enough in that we feel comfortable opening orders. The manufacturer needs to produce every item, and then ship all the items to our location. We then receive the items and ship them out to customers.

In most cases, we'll finish shipping all customer orders in a few days. So, all orders are processed as soon as we're physically able to do so. Therefore, there is no wiggle room to expedite. The most you can do is select an expedited shipping method (such as FedEx) to speed up the delivery time from Kaviso to you.

Let's imagine a Venn diagram between Affordable, Fast, and Reliable. In our experience USPS falls under affordable... and that's all. In lots of cases, USPS is totally fine. The package ships, goes to its destination country, and is eventually delivered. Can it take a long time? Yeah, of course. We've seen some packages take close to 40 days depending on the destination (Typically Australia, Switzerland, Norway, Sweden, etc). Can it go quickly? Sure, sometimes it's there in a week. Does USPS offer support for international packages that seem to be taking a long time? No, not at all.

Here's a complete overview of your international package being shipped through USPS.

Regardless of carrier, all international packages need customs information assigned to them. This lets the authorities of the destination country know what's in the package and how to charge any duties/taxes accordingly. When Kaviso prints the shipping label for your package, in most cases the shipping label is not actually telling USPS to take the package to you. Instead, it's a label autogenerated by USPS to send the package to an international hub (usually in Illinois since its closest to us). When your package gets to the international hub, USPS scans it in and generates the actual shipping label and customs information for the package. It then gets loaded up on the proper flight to make its way to you. In most cases, between USPS receiving the package in Illinois and it reaching your country, there are ZERO tracking updates. The package will seem to be 'stuck' in Illinois for quite some time, and then suddenly update to be in your country.

This is incredibly common, and there's no rhyme or reason for how this process goes. Sometimes when the package reaches your country, it is instantly scanned in, and you'll see a tracking update. Sometimes the package gets all the way to your country, gets processed through customs completely (all without updates), and then is suddenly on its way to you. In these cases, you'll go 14+ days with absolutely no tracking updates, and then suddenly be notified that it's out for delivery.

In either case, we at Kaviso have zero support from USPS for the most part. We'll do our best to try to assist, but USPS does not have any additional information than what is on the tracking page. This can turn into an epic waiting game. Again, a lot of times everything works as planned, if you have a trip planned, we always suggest FedEx as there is no way to expedite a package once in transit.

Hey, who doesn't love a vacation? Or have something come up that changes their plans? All good! Kaviso will reach out roughly a week before your order ships to give you time to plan. You can simply contact us and let us know that we need to either delay your shipment or change your shipping address.



If we do not hear from you, we'll assume it's because everything is good to go. Should we mail out your package to your home while you're out of town for 4 weeks, only for the package to get stolen or go missing, we have no options to help. So please be sure to let us know ahead of time as customers are responsible for their packages once delivered.

Yes, customers can cancel their pre-order anytime for a full refund before their order ships.


International Pre-order Information

Due to delivery issues with recent sales, USPS availability has been slimmed down exclusively to countries with delivery confirmation: Australia, Belgium, Canada, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Hong Kong, Iceland, Indonesia, Ireland, Israel, Japan, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Sweden, Switzerland, Thailand, and the United Kingdom. Countries excluded from this list will be shipped via FedEx.

Depending on the item, USPS First Class and/or Priority may be available. USPS restricts carrier methods to certain weight/size limits and therefore the Kakwa packs are not eligible for First Class Mail.

Import Duties and Taxes are estimated at check-out but must be remitted directly to your local mail carrier prior to delivery. Your local post office will reach out at time of, or proir to delivery with instructions on duties/tax payments. Please note this process may delay your delivery and is entirely the customers responsibility to make these payments on time.

Let's imagine a Venn diagram between Affordable, Fast, and Reliable. In our experience USPS falls under affordable... and that's all. In lots of cases, USPS is totally fine. The package ships, goes to its destination country, and is eventually delivered. Can it take a long time? Yeah, of course. We've seen some packages take close to 40 days depending on the destination (Typically Australia, Switzerland, Norway, Sweden, etc). Can it go quickly? Sure, sometimes it's there in a week. Does USPS offer support for international packages that seem to be taking a long time? No, not at all.

Here's a complete overview of your international package being shipped through USPS.

Regardless of carrier, all international packages need customs information assigned to them. This lets the authorities of the destination country know what's in the package and how to charge any duties/taxes accordingly. When Kaviso prints the shipping label for your package, in most cases the shipping label is not actually telling USPS to take the package to you. Instead, it's a label autogenerated by USPS to send the package to an international hub (usually in Illinois since its closest to us). When your package gets to the international hub, USPS scans it in and generates the actual shipping label and customs information for the package. It then gets loaded up on the proper flight to make its way to you. In most cases, between USPS receiving the package in Illinois and it reaching your country, there are ZERO tracking updates. The package will seem to be 'stuck' in Illinois for quite some time, and then suddenly update to be in your country.

This is incredibly common, and there's no rhyme or reason for how this process goes. Sometimes when the package reaches your country, it is instantly scanned in, and you'll see a tracking update. Sometimes the package gets all the way to your country, gets processed through customs completely (all without updates), and then is suddenly on its way to you. In these cases, you'll go 14+ days with absolutely no tracking updates, and then suddenly be notified that it's out for delivery.

In either case, we at Kaviso have zero support from USPS for the most part. We'll do our best to try to assist, but USPS does not have any additional information than what is on the tracking page. This can turn into an epic waiting game. Again, a lot of times everything works as planned, if you have a trip planned, we always suggest FedEx as there is no way to expedite a package once in transit.

While your order is starting its journey through USPS, they are not the only ones dealing with your package. When your order reaches your destination country, it is handed off to a local carrier for final delivery. That means you can use your tracking number on your local carrier’s site as well as www.usps.com.

Are you in Australia? Your package can be tracked through Australia Post.

Canada? Canada Post.

France? La Poste.

UK? Royal Mail. Etc.

Again, your USPS tracking number will eventually be handed off to your local post. When this happens, you can use your local posts tracking website to stay in the loop. Your local carrier is usually more accurate than USPS going forward. And has the benefit of letting you pay duties/taxes and schedule delivery dates.

FedEx International Shipping is available to all USPS countries: Australia, Belgium, Canada, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Hong Kong, Iceland, Indonesia, Ireland, Israel, Japan, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Singapore, Sweden, Switzerland, Thailand, and the United Kingdom.

As well as: Aland Islands, Albania, Andorra, Argentina, Austria, Bosnia & Herzegovina, Brazil, Bulgaria, Canary Island, Chile, China, Colombia, Czech Republic, Faroe Islands, Greece, Guernsey, Hungary, India, Isle of Man, Italy, Jersey, Kazakhstan, Latvia, Liechtenstein, Macedonia, Mexico, Moldova, Monaco, Montenegro, Norway, Phillippines, San Marino, Serbia, Slovakia, Slovenia, South Africa, South Korea, Spain, Svaldbard, Taiwan, Vatican City, and Vietnam.

All FedEx shipments include import Duties/Taxes/VAT at check-out and no additional fees will be charged at import. This also allows for quicker delivery times as your countries local carrier does not need to collect taxes before delivery.

Don't see your country on the list above? Unfortunately, we do not ship to your country currently. We recommend using a freight forwarder such as www.myus.com for shipping to unsupported countries.

While we can't expedite any one person's order (because every order ships as soon as we physically can), your best bet is to use a FedEx shipping method. In most cases, FedEx can get international packages delivered between 3-9 business days. A HUGE upgrade from USPS. And a lot of times, the actual shipping cost is not vastly different. When comparing USPS versus FedEx costs keep in mind FedEx costs include duties and taxes. Sure, there are going to be situations where FedEx is 25-50% more expensive but typically it is only $5-$10 more. But you're cutting your delivery time down by a potential 50-90%.

So if you really need to make sure your product is in hand by a specific cutoff time, we recommend using FedEx. Have you already placed your order? No worries, just reach out and we can update that for you (additional shipping fees may apply).

You're experiencing everyone's favorite thing, taxes. Depending on your country, you may be charged duties and taxes for importing an item from another country. If you selected a USPS shipping method you've elected to pay these upon delivery (as stated during checkout). Those who select FedEx were charged duties and taxes during checkout and should not be contacted. If FedEx contacts you for duties/taxes/VAT please reach out to Kaviso immediately so we can remedy any issues.

There are some countries that keep track of the financial amount a citizen is spending on importing products to their country. Some common ones are Italy, Spain and South Korea. Depending on your order amount, we may need your personal identification number before we can ship your item. Have you gone your whole life without ever needing to do this? That's great. But if the destination country requires this information, we are unable to ship your package until this information is received.

Most international customers will be required to pay duties and taxes based on your countries local import laws. Duties and taxes will be calculated at check-out based on your shipping method.

USPS:
Import Duties and Taxes are estimated at check-out but must be remitted directly to your local mail carrier prior to delivery. Your local post office will reach out at time of, or prior to delivery with instructions on duties/tax payments. Payment of duties and taxes is the customers responsibility and may delay your delivery if payments are not made on time.

FedEx:
All FedEx shipments include import Duties/Taxes/VAT at check-out and no additional fees will be charged at import. This also allows for quicker delivery times as your countries local carrier does not need to collect taxes before delivery can be scheduled.


Still Have Questions? Ask Away!