Support Policy Page

Support Policy

Here for You Every Step of the Way

At Kikapo, providing exceptional support to our community members is a top priority. Our Support Policy outlines the principles and processes we follow to address your inquiries and concerns effectively.

1. Contacting Support:

  • If you have any questions, concerns, or issues, our Support Team is here to help. You can reach out to us by submitting a request through our Contact Us page on the website or by emailing Please provide as much detail as possible about your inquiry to help us assist you promptly.

2. Response Time:

  • We strive to respond to all support inquiries within 24hours during our regular business hours. Responses may take longer during weekends or holidays, but we are committed to addressing your concerns as quickly as possible.

3. Order-Specific Inquiries:

  • For inquiries related to a specific order, please include your order number and any relevant details in your communication. This will help us better understand and address your concerns in a timely manner.

4. Escalation Process:

  • If your inquiry requires additional attention or if you are dissatisfied with the initial response, you can request to escalate the matter. Our Support Team will review the case and ensure it receives the necessary attention.

5. Support Channels:

  • We primarily offer support through email at However, we may introduce additional support channels in the future to enhance your support experience.

6. FAQ and Help Center:

  • Before reaching out to support, we recommend checking our FAQ and Help Center sections on the website. These sections provide answers to common questions and may offer solutions to common issues.

7. Feedback and Suggestions:

  • Your feedback is valuable to us. If you have suggestions for improving our platform or support services, please feel free to share them with us. We are always looking for ways to enhance your experience on Kikapo.

8. Account Security:

  • For security reasons, we may request verification information to confirm your identity when addressing certain account-related inquiries. Please cooperate with these requests to ensure the security of your account.

9. Working Hours:

  • Our standard support hours are 9 am-5 pm 7 days/7. Responses may be limited outside of these hours, but we will make every effort to assist you as soon as possible.

Thank you for being a part of the Kikapo community. Our Support Team is dedicated to ensuring your experience on our platform is smooth, and we are here to assist you with any questions or concerns you may have.

Last Updated: January 1, 2024

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