Shipping policy

At Kitraven, operated by Chiyang Heshun Trade Limited, we aim to provide a clear and reliable shipping experience for every customer. This Shipping Policy applies to purchases made through https://kitraven.com and explains our order processing procedures, estimated delivery times, shipping charges, and how we handle shipping-related concerns.

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Orders are generally processed Monday through Friday, excluding public holidays.

Processing times may be extended during holidays, promotional periods, high order volumes, special packaging requirements, or circumstances beyond our reasonable control.

If we cannot dispatch an order within the stated processing period, we will notify the customer, provide an updated estimate where available, and offer cancellation and a refund for the unshipped order. We will obtain agreement to any delay where required by applicable law.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.

2. Shipping and Delivery Times

Orders are typically processed within 1–3 business days after payment confirmation.

After processing and dispatch, the estimated shipping times are:

Standard Shipping: 3–5 business days.
Express Shipping: 1–2 business days.

The estimated total delivery times, including order processing, are:

Standard Shipping: 4–8 business days.
Express Shipping: 2–5 business days.

Delivery times are estimates and are not guaranteed. Actual delivery may vary depending on the destination, carrier operations, customs procedures, holidays, weather conditions, product dimensions, or other circumstances beyond our reasonable control.

Certain decorative products, including oversized wreaths, delicate ornaments, and seasonal home decorations, may require additional protective packaging or special handling.

Any applicable delivery conditions will be communicated during checkout or through our customer support team.

3. Shipping Fees

We offer the following standard shipping rates based on the merchandise subtotal after discounts and before taxes, shipping, or import charges:

Orders from $0.00 to $39.98 USD: Standard Shipping — $12.99 USD.
Orders of $39.99 USD or more: Free Standard Shipping.

All shipping fees are displayed in USD. The applicable shipping charge will be shown at checkout before payment confirmation.

Express shipping charges, where available, will be displayed during checkout.

4. Shipping Destinations

We ship to destinations available through our checkout system.

Shipping availability may vary depending on the destination, product type, package dimensions, carrier restrictions, and applicable shipping regulations.

Certain oversized or fragile decorative products may have additional delivery restrictions depending on their dimensions, packaging requirements, and destination.

If we are unable to deliver an order to your selected address, we will contact you to discuss an appropriate resolution, including a refund when necessary.

5. Order Tracking

Once your order has been shipped, tracking information will be provided by email when available.

Tracking updates may take some time to appear after the carrier receives the package.

If you have difficulty tracking your shipment, please contact us at service@kitraven.com.

6. Incorrect Shipping Information

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

If you notice an error in your shipping address, please contact us as soon as possible.

We will make reasonable efforts to update the information before shipment. However, changes may not be possible once the package has been dispatched.

If a package is returned due to an incorrect or incomplete address provided by the customer, additional shipping charges may apply for redelivery, where permitted by applicable law and disclosed to the customer before payment.

7. Delayed or Lost Packages

Delivery delays may occasionally occur due to carrier operations, customs inspections, weather conditions, special handling requirements, or other unexpected circumstances.

If your order has not arrived within the estimated delivery period, please contact our customer support team.

We will review the tracking information and assist with investigating the shipment.

If a package is confirmed lost in transit, we will provide an appropriate resolution, which may include a replacement or refund, in accordance with applicable consumer protection laws.

Customers will not be charged additional shipping fees for replacement shipments required because of confirmed loss in transit for which Kitraven is responsible.

8. Damaged or Incorrect Deliveries

Please inspect your order upon delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at service@kitraven.com.

Please include your order number, a description of the issue, and clear photographs of the product and packaging where available.

For decorative products, please report any visible damage to wreath structures, ribbons, bows, ornaments, decorative components, or included accessories.

We will review the situation and arrange an appropriate resolution in accordance with our Return & Refund Policy.

Where a return is required due to a confirmed product defect or our error, Kitraven will cover reasonable return shipping costs.

9. Multiple Shipments

Orders containing multiple products may occasionally be shipped in separate packages due to inventory availability, product dimensions, or fulfillment arrangements.

Oversized decorative wreaths, fragile ornaments, and smaller decorative accessories may be shipped separately.

As a result, items from the same order may arrive at different times.

Where available, separate tracking information will be provided for each shipment.

10. Customs Duties and Import Taxes

For international orders, customs duties, import taxes, or other government-imposed charges may apply depending on the destination.

Any additional charges not collected at checkout may be the customer's responsibility, where permitted by applicable law and disclosed before purchase.

Customers are encouraged to review applicable import requirements before placing an international order.

Where applicable, taxes or import charges collected during checkout will be displayed before payment confirmation.

11. Returns and Refunds

If you wish to return a product after delivery, please review our Return & Refund Policy.

Eligible return requests may be submitted within 30 days of delivery.

For returns requested for personal reasons, customers are generally responsible for return shipping costs.

For oversized or delicate decorative products, return transportation costs may vary depending on the size, weight, packaging requirements, and collection location.

For damaged, defective, or incorrectly supplied products, we will provide an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer protection laws.

Approved refunds are generally issued to the original payment method within 5–10 business days after approval, unless applicable law requires an earlier refund.