This Shipping Policy explains how Rivahna processes and ships orders within Canada, to the United States, and internationally. By placing an order with us, you agree to the terms outlined below.

1. Order Processing Time

All orders are processed within 2 business days of being placed, Monday through Friday, excluding statutory holidays. Since every product is handmade in small batches, processing times may occasionally extend during high-demand periods (such as holidays or promotions) — if this happens, we'll do our best to communicate any delay.

Large orders (including bulk, wholesale, and large corporate gifting orders) may require additional processing time beyond our standard window. In these cases, we will always contact you directly with the exact expected timeline and follow up to keep you informed until your order ships.

2. Estimated Delivery Times

Once your order has shipped, estimated delivery times are as follows:

These are estimated delivery windows, not guarantees. Actual delivery times depend on the shipping carrier and are subject to factors outside our control, including weather, customs processing, and regional service disruptions.

3. Shipping Rates & Free Shipping

• Free standard shipping is available on orders of $75 CAD and up (before taxes, where applicable), within eligible regions.
• Orders under this threshold are charged a standard shipping rate, calculated at checkout based on destination and order weight.
• Express shipping is available at checkout for an additional fee, where offered for your destination.
• Heavy or large orders may incur additional shipping charges beyond standard rates, calculated at checkout or communicated directly where applicable.
• Wholesale, B2B, salon, spa, and corporate gifting orders are shipped and quoted separately from standard retail shipping rates. Contact us directly at hello@rivahna.com for B2B shipping arrangements.

4. Carriers & Tracking

We ship using trusted carriers, including Canada Post, UPS, and other regional carriers depending on destination and service level. Every order receives a tracking number once it ships, sent to the email address provided at checkout. You can use this tracking number to follow your package's progress directly through the carrier's website.

5. Shipping Insurance

6. Carrier Delays & Lost or Damaged Packages

Once an order has been handed off to a shipping carrier, that carrier is solely responsible for its delivery. While we insure shipments and are glad to assist you in resolving an issue, Rivahna is not responsible for delays, loss, or damage caused by the shipping carrier once a package has left our hands. This includes but is not limited to:

• Delays due to weather, customs processing, regional disruptions, or carrier operational issues
• Packages marked as delivered by the carrier but not received
• Damage occurring during transit
• Lost packages

In these situations, we will work with you in good faith to help file a claim with the relevant carrier, but the carrier's own policies and timelines will govern the outcome of that claim.

7. Address Accuracy

It is your responsibility to provide a complete and accurate shipping address at checkout. Rivahna is not responsible for orders delayed, lost, or misdelivered due to an incorrect or incomplete address provided by the customer. If you notice an error in your shipping address after placing an order, please contact us immediately at hello@rivahna.com — we will do our best to correct it before the order ships, but cannot guarantee a change once an order has been processed or handed to the carrier.

8. Customs, Duties & International Orders

For orders shipped to the United States or internationally, your order may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the responsibility of the customer and are not included in your order total or shipping cost. We are not able to predict what these charges may be, as they vary by country and are determined by local customs authorities. Rivahna is not responsible for any customs delays or fees, and we are not able to mark international orders as "gifts" to avoid customs charges.

9. Order Changes & Cancellations

If you need to change or cancel your order, please contact us at hello@rivahna.com as soon as possible. Because we process orders quickly, we cannot guarantee a change or cancellation once an order has entered processing or shipped.

10. Questions About Your Order

If your order hasn't arrived within the estimated delivery window, or if you have any other shipping-related questions, please reach out to us first. We're a small, family-run Canadian business, and we genuinely want to help resolve any shipping issue as smoothly as possible.