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  • 7 Day Customer Support

Shipping Policy

RachelRiver.com ("we" and "us") is the operator of (https://rachelriver.com)
("Website"). By placing an order through this Website you will be agreeing to
the terms below. These are provided to ensure both parties are aware of and
agree upon this arrangement to mutually protect and set expectations on our
service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the backordered item or if you would prefer for us
to process a refund.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. Payment for shipping will be collected
with the purchase. This price will be the final price for shipping cost to the customer. Often we run promotions where we pay the shipping on behalf of the customer. If a product needs to be reshipped due to customer proving incorrect shipping address, we may ask the customer to pay costs on the reship. 

3. Returns
3.1 Return Due To Change Of Mind
RachelRiver.com will happily accept returns due to change of mind as long as a
request to return is received by us within 30 days of receipt of item and are
returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to
arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store
credit for a future purchase. We will notify you once this has been completed
through email.
(RachelRiver.com) will refund the value of the goods returned but will NOT
refund the value of any shipping paid.

3.2 Warranty Returns
RachelRiver.com will happily honor any valid warranty claims, provided a claim
is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will
reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect RachelRiver.com
to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive a replacement item sent to you 

4. Delivery Terms
4.1 Transit Times very, depending on where the customer is located and stock levels. 
In general, domestic shipments are in transit for 2 - 7 days.

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This
varies greatly depending on stock levels and carrier delays due to Covid-19. We are able to offer
a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time
Orders are usually dispatched within -12 business days of payment of order
Our warehouse operates on Monday - Saturday during standard business hours, except on national holidays at which time the warehouse will be closed. In these
instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at
any time before the order has been dispatched.

4.5 P.O. Box Shipping
RachelRiver.com will ship to P.O. box addresses using postal services only. We
are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.


4.7 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and
send the remaining items once they return to stock.

4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.

7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
website

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid
upon arrival in destination country. This varies by country, and RachelRiver.com
encourage you to be aware of these potential costs before placing an order with
us.

If you refuse to to pay duties and taxes upon arrival at your destination
country, the goods will be returned to RachelRiver.com at the customers expense,
and the customer will receive a refund for the value of goods paid, minus the
cost of the return shipping. The cost of the initial shipping will not be
refunded.

8. Cancellations
If you change your mind before you have received your order, we are able to
accept cancellations within 2 hours of purchase.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the
courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as we have completed
the investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an
investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please email us at help@rachelriver.com