Shipping & Delivery Policy

This policy explains how RiverwoodStore processes, ships, tracks, and supports orders placed through riverwoodstore.com.

1. Order Processing

Orders are generally prepared within:

1–3 business days

Orders submitted on weekends or holidays will generally begin processing on the next business day.

Order processing may include payment verification, preparation, and transfer to the applicable shipping provider.

2. Shipping Time

Estimated shipping time is:

12–15 business days

Shipping time begins after the order has completed processing.

3. Total Estimated Delivery Time

The estimated total time from order processing through shipping is:

13–18 business days

These timeframes are estimates and are not guaranteed delivery dates.

4. Where We Ship

RiverwoodStore ships to eligible destinations supported through our checkout.

Availability may depend on destination, carrier coverage, and other shipping conditions.

If you are unsure whether delivery is available to your location, please contact customer service.

5. Shipping Charges

Shipping costs, where applicable, are displayed during checkout before payment is completed.

The amount may vary depending on factors such as destination, shipping method, and order details.

6. Shipment Confirmation and Tracking

After your order has been shipped, tracking information will be sent to the email address associated with the order.

Tracking updates may not appear immediately after shipment and can take time to be registered by the carrier.

If tracking does not update for an extended period, please contact us.

7. Delivery Delays

Shipping delays may occur due to circumstances outside our reasonable control.

Examples may include:

  • Carrier disruptions
  • Weather conditions
  • Public holidays
  • Customs procedures
  • High shipping volumes
  • Local delivery delays

If a shipment appears significantly delayed, our customer service team can review the available tracking information.

8. Customs and Import Fees

International shipments may be subject to customs duties, taxes, import charges, or other fees imposed by the destination country.

Unless otherwise stated, these charges are the responsibility of the customer and are not included in the product price or shipping charges.

Customs clearance may also affect the delivery timeframe.

9. Address Changes

Customers are responsible for providing complete and accurate shipping information during checkout.

If you need to request an address correction, please contact us within:

48 hours after placing your order

We will make reasonable efforts to assist.

Address changes may no longer be possible after fulfillment or shipment has begun.

10. Multiple Packages

Some orders may be fulfilled in more than one package.

If this occurs, separate tracking information may be provided for each shipment.

The arrival of one package does not necessarily mean the entire order has been delivered.

11. Package Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot find it, please first check:

  • The delivery location
  • Household members
  • Nearby neighbors
  • Your local carrier

If the package remains missing, please contact us within 7 days.

12. Lost Shipments

If tracking suggests that a package may have been lost during transit, please contact customer service.

We will review available shipping information and determine an appropriate next step based on the circumstances.

13. Damaged Shipments

If your acrylic suncatcher or another product arrives damaged, defective, or incorrect, please contact us within:

7 days of delivery

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Packaging photographs where relevant

Depending on the circumstances, available resolutions may include:

  • Replacement
  • Exchange
  • Refund

Please keep the affected product and packaging until your request has been reviewed.

14. Missing Items

If an item is missing from a delivered order, please contact us within 7 days of delivery.

Provide your order number and details of the missing product so we can review the shipment.

15. Returns

Eligible products may be returned within 30 days from the date of delivery, subject to the conditions described in our Return & Refund Policy.

For standard returns:

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.

If the product received is defective or incorrect, please contact customer service before arranging return shipping.

16. Shipping Support

For questions about processing, shipping, tracking, customs, delays, damaged packages, or missing shipments, contact:

Email:
service@riverwoodstore.com

Phone:
+1 2053506188

Service Hours:
Monday – Friday, 9:00 AM – 6:00 PM (EST)