Order Journey | Four steps from checkout

Delivery occurs when the carrier completes the shipment to the checkout address.

01 | Order Processing

After payment confirmation and any required order verification, orders are normally processed within 2–4 business days. During promotional periods, public holidays or unusually high order volumes, processing may take up to 5 business days. Business days generally exclude weekends and applicable public holidays.

Processing takes place before carrier transit begins. Product availability and package preparation are checked before dispatch.

02 | Estimated U.S. Shipping Time

For supported addresses in the United States, standard shipping is estimated at 10–15 business days after dispatch. Total estimated arrival time includes both processing and carrier transit. This estimate is not a guaranteed delivery date.

Carrier capacity, customs procedures, weather, holidays and destination-related factors may affect transit time.

03 | Shipping Fees

Available shipping services and applicable charges are calculated and displayed at checkout using the delivery destination and available options. The complete payable amount is shown before customers submit payment. We do not advertise a blanket free-shipping threshold in these policies.

04 | Fulfillment & Shipping Origin

Ridgevello™ wall hangings may ship from our own facilities or designated fulfillment partners, depending on stock location, parcel size and destination. Shipping origin may differ from the registered office address of Changsha Henghui Chuanglian Technology Co., Ltd.. The registered address is not a promise of local U.S. shipping.

Items in the same order may arrive in separate parcels with distinct tracking numbers.

05 | Order Tracking

Once the parcel has been dispatched and tracking is available, we send tracking or shipment details to the email address provided during checkout. Tracking may take time to update after a label is created or a parcel changes carriers.

06 | Shipping Address Accuracy

Customers should review the recipient name, address, apartment or unit number, postal code and telephone number before checkout. Contact us promptly about any correction; changes are not guaranteed once packing or dispatch is underway. Additional reshipping costs may apply where the customer supplied an incorrect or undeliverable address.

07 | P.O. Boxes, APO/FPO & Territories

Supported delivery destinations are determined by the shipping methods available during checkout. Certain addresses, territories or specialty delivery locations may not be supported for every product. Contact support if checkout does not offer a delivery option.

08 | Delayed or Inactive Tracking

If tracking has not updated for an extended period or the parcel is substantially delayed, email service@ridgevello.com with your order number and tracking details. We will investigate with the relevant carrier or fulfillment provider and advise on the next steps.

09 | Lost Packages

If a shipment is confirmed lost in transit, we will provide an appropriate replacement, reshipment, refund or other reasonable solution. We do not treat handoff to the shipping carrier as automatically ending our responsibility to review legitimate delivery problems.

10 | Delivered but Not Received

If tracking shows “Delivered” but you have not found the package, check the mailbox, building reception, entryways, household members and customary carrier drop-off locations. Then contact support if it remains missing; a carrier-delivered scan does not automatically prevent us from investigating the claim.

11 | Damaged, Missing or Incorrect Wall Décor

Please inspect the protective packaging and wall hanging when it arrives. If the product is damaged, incomplete, incorrect or materially different from the description, contact us promptly, preferably within 7 calendar days, with the order number and photos of the item, damage, outer packaging and label.

A confirmed issue attributable to our error will be resolved appropriately without additional cost caused by that error. This prompt-reporting request does not reduce any rights required by applicable law.

12 | Product Appearance & Packaging

Wall hangings vary in shape, size, weight, finish and fragility. Protective materials and packing methods therefore vary. Minor variations in decorative details, color tone or dimensions within reasonable production tolerances are not automatically defects; material differences or genuine damage can be reported to customer support.

13 | Order Changes & Cancellation

Contact us as soon as possible to request cancellation or an address or item change. We will make reasonable efforts to assist before fulfillment begins, but changes are not guaranteed after processing, packing or shipment preparation begins. No fee is charged for an order successfully canceled before fulfillment.

14 | Shipping Questions

Email service@ridgevello.com or call +86 136-9297-3094, 8:00 AM – 10:00 PM daily. Customer support aims to respond within 24 hours.