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.
Love them, perfect for my cat's food
Love!
exactly as expected, no damage or issues with the glaze. I looooove these plates for my cat, really avoids creating whisker fatigue and looks super cute so I don't feel like I am being overrun with obvious looking pet bowls
love this plate.
So cute! Came well packaged. I can’t wait to use this for my kitties. I might get more colors in the future!
I’m obsessed with these little plates! The color is exactly as pictured. I got these for my cat’s wet food. They are perfectly sized. No issues with damage. They shipped fast and were packed in bubble wrap to prevent breaking. Definitely will buy more colors soon!
I love it so much. Great purchase
The colors are exactly as described. The dark green color is exactly what I was hoping for. Shipping was on time and the plates were packaged carefully and securely. I had zero damage. Thank you so much!
thanks so much this purchase was delivered today
Smaller than I thought but great product, exactly as per description. Color is vivid, logo present, did not come in box but good layered bubblewrap to protect from damage. Cute plates for pets or snacks
Lovely bowl. Branding on the back is faint that’s the only thing that tells you it’s a fake but as I plan to use it as a cat bowl I’m not bothered
Very cute! Just like the pictures show.
packaged really well. arrived in one peice. super cute
super pretty! so happy it came in one piece.
Wrapped perfectly came in one piece
Bought several colors for my cats and they are perfect! Color is beautiful, perfect size, durable, and shipped SUPER fast! Would recommend.
Superschnelle Lieferung. Sorgfältig und bruchsicher verpackt. Einwandfreie Qualität und Verarbeitung. Klare Kaufempfehlung!
Superschnelle Lieferung! Einwandfreie Qualität und Verarbeitung. Bruchsichere und sorgfältige Verpackung. Klare Kaufempfehlung!
Very pretty plates, fits cat food well. The plates are well made, and are easy enough to clean. My cat likes to eat off of them.
Genial justo como en la foto y sin ningun daño
very cute! Just like the picture very accurate! my kitten loves using it and her whiskers don't hit the side of the plate so she won't get whisker fatigue! the only con is sometimes she licks the food off the side of the plate but that's inevitable with a flatish plate!
bellissimo perfetto, esattamente come in foto. sembra originale. preso per il mio gattino ha apprezzato molto
The plate is smaller than I expected, but still nice
I'm very happy with this purchase! I bought these plates from a different seller at first and 3 out of 4 plates I ordered arrived broken because they were not packaged correctly. However, this seller packaged all three plates very securely and they arrived much quicker as well. Very happy with this purchase and this seller.