SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of FR|Factory supplied, reliable quality (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://www.factoryriver.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
This is my second order. Wonderful product. Packed well for Int’l shipping. Arrived quickly in Japan. Smells fabulous. And EU 41/42 fits my US size 9 oxfords (regular width) perfectly. Highly recommended.
I have worn US Size 9 (standard width) oxford dress shoes since college, and I'm now 54. I wasn't sure about the sizing of these shoe trees, so I bought only 1 pair of EU 41/42 to try them out. I put them into various pairs of my shoes, and they fit perfectly! No excessive pressure on the inside of the shoe at all, which is nice because if your shoe trees are too tight, they can stretch your shoe, making the shoe too big! The smell of these cedar shoe trees is amazing. They were packed in a special air bubble bag that protected them perfectly during shipping. I'm so happy with the purchase I'm going to buy another pair. Highly recommended!
perfect I'm actually going to buy more. fits beautifully, strong spring, better than some branded ones I have.
My husband is very happy!
Покупаю второй раз. Качество на высоте
הגיע מהר, ארוז טוב, המידה מדויקת, מקווה שיעשה תעבודה טוב.
product as described. fast delivery. wood smells nice as it should be. recommended
They came pretty well packed, inside a air bag, and also covered by a bubble protection, the cedar smalls awesome and the construction feels solid, one thing I must say is that the knob came severely scratched, overall, great buy since after taxes is still cheaper than other ones made in my country. Also this ones fit perfectly, I use a 26 MX, and the 41-42 fit perfectly.
Товар зорошего качества Сборка хорошая Деревянные части отшлифованы, приятного запаха. Нв мой размер туфлей 42,5 (275см) взял встаки 43-44 размера - подошли идеально
really nice shoe trees.i like them.i will buy again.recommended
Item was very well packed with multiple layers of protection. The shoe trees arrived on time in perfect condition because of the packing. They are well made and fit perfectly.
These are beautiful and well crafted, arrived with a little factory dust on them, but they are still perfect. Thank you very much.
buen producto según lo esperado ya que es la tercera vez que los compro y dan buen resultado
It's grrrrrreat
Excelente producto, sin detalles negativos, volveré a pedir
Je les ai reçu à temps, ils sont bien ceux ci ont des nœuds mais font parfaitement l'affaire, je les utilise régulièrement 👍ah, ils sentent bon le bois !!! 🤗 c'est la seconde paire 👍👍👍🌞la découpe est très réussie. NO PROBLÈMO. MERCI Vendeur !! 💛
I have bought these previously as well. Very good. Smells wonderful of cedar wood. Great buy.
Perfect product, communication with seller, fast delivery with 2 packages due to weight. 5 stars for all
great
Excelente. (Só achei um pouco baixa). O vendedor é excelente. A enviou imediatamente
Great and smells nice