FAQ
Products & Display
What does RiverwoodStore specialize in?
RiverwoodStore focuses on acrylic jigsaw puzzle suncatchers and decorative window pieces designed to add color, visual interest, and personality to bright areas around the home.
What are your suncatchers made from?
Our core suncatcher collection is made from acrylic. Specific materials, dimensions, designs, and other product details may vary by item, so please review the individual product page before ordering.
Where can I display an acrylic suncatcher?
Our suncatchers are primarily intended for decorative display near windows and other well-lit areas. Placement may vary depending on the size and hanging design of the individual product.
Are the colors exactly the same as shown online?
We aim to present product colors as accurately as possible. However, slight differences may occur due to lighting, photography, screen settings, or normal production variations.
Orders
Do I need an account to place an order?
No. You may place an order as a guest without creating an account.
Creating an account can make it easier to review your order history and manage previous purchases.
Can I change or cancel my order?
Please contact us within 48 hours after purchase if you need to request a change or cancellation.
Once an order has entered fulfillment or shipping, changes or cancellations may no longer be possible.
What information should I provide when contacting you about an order?
Please include your order number and a brief description of your request so we can assist you more efficiently.
Payment
What payment methods do you accept?
We accept major payment methods available during checkout, including Visa, Mastercard, American Express, and other supported secure payment options.
What currency are prices displayed in?
Prices on RiverwoodStore are displayed in USD unless otherwise stated.
Your bank or payment provider may apply currency conversion charges or other transaction fees depending on your location and payment method.
Is checkout secure?
Payments are processed through secure third-party payment providers to help protect transaction information.
Shipping & Tracking
How long does order processing take?
Orders are generally processed within 1–3 business days.
Orders placed on weekends or holidays will normally be processed on the next business day.
How long does shipping take?
Estimated shipping time is 12–15 business days.
What is the estimated total delivery time?
Including processing and shipping, the estimated total delivery timeframe is approximately 13–18 business days.
Delivery estimates may be affected by carrier delays, weather, holidays, customs procedures, or local delivery conditions.
How do I track my order?
Once your order has shipped, tracking information will be sent to the email address provided at checkout.
Delivery Problems
What if I entered the wrong shipping address?
Please contact us within 48 hours after placing your order if you need to request an address update.
Once the order has entered fulfillment or shipping, we may no longer be able to change the delivery address.
What if tracking shows my package as delivered but I cannot find it?
Please check with your local carrier, household members, or nearby neighbors first.
If the package is still missing, contact us within 7 days so we can review the situation and assist you.
What if an item is missing from my delivered order?
Please contact us within 7 days of delivery and provide your order number together with details of the missing item.
Returns
What is your return period?
Eligible items may be returned within 30 days from the date of delivery.
Returned products must meet the eligibility requirements described in our Return & Refund Policy.
What condition must a returned item be in?
Eligible returned items should be unused, in the same condition as received, and returned with their original packaging and included parts or accessories where applicable.
Proof of purchase is also required.
Who pays for return shipping?
For standard returns, customers are responsible for return shipping costs.
Original shipping charges are non-refundable.
If you received a defective or incorrect product, please contact us before arranging return shipping so we can review the issue and provide appropriate instructions.
Refunds
How long does a refund take?
Once a return has been received, inspected, and approved, the refund will be issued to the original payment method.
Approved refunds are processed within 5–10 business days.
Your bank or payment provider may require additional time before the refund appears in your account.
Damaged, Defective, or Incorrect Items
What should I do if my product arrives damaged, defective, or incorrect?
Please contact us within 7 days of delivery.
When contacting us, please provide your order number, a description of the issue, and clear photos showing the product and problem. Photos of the packaging may also be requested where relevant.
After reviewing the issue, an appropriate resolution may include a replacement, exchange, or refund, depending on the circumstances.
Please keep the affected item and original packaging until your request has been reviewed.
Exchanges
Can I exchange an item?
Eligible items may be exchanged depending on current inventory.
Please contact us before returning the product. If the requested replacement is unavailable, another appropriate resolution, including a refund where applicable, may be offered.
Product Care
How should I care for acrylic decorative pieces?
Handle acrylic décor carefully to help avoid unnecessary scratching or damage.
For general cleaning, use a soft cloth and follow any product-specific care instructions provided on the product page.
Customer Support
If you need assistance with products, orders, shipping, returns, or refunds, please contact us:
Email:
service@riverwoodstore.com
Phone:
+1 2053506188
Service Hours:
Monday – Friday, 9:00 AM – 6:00 PM (EST)
Response Time:
We aim to respond to customer inquiries within 24 hours on business days.