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.
I am very happy with this purchase, The necklaces are beautiful, look very good quality, it is stainless steel, I fully recommend the store☺️. As for the shipment, although it is a custom item, it only took 19 days to reach Mexico, in addition Aliexpress told me that it would arrive within 3 months, I am very happy☺️
I'm loving it . The quality is very good. Very fast delivery. The store response is very nice .
Contacted the store, agreed, he did what I wanted. Good.
Oh very very beautiful! I LOVE IT.. I ordered 2 necklace for me and for hubby.. Very satisfied with your work.. Will order again soon.. Arrived today.. No worries as long as I received my parcel and it's beautiful
It took a little bit, but I like it very much, thank you. I will make another order to give to my friend or son.
Excellent I recommend it widely to this store it was a gift for my daughter just what I was looking for
Sve preporuke da se ovde naruci, JA VEC Tri Komada narucila I stigle mi
I like it very much... I received it within a month of ordering... It looks strong & excellent... I recommended this stores...
Very satisfied with my order! I ordered 20 necklaces split into 4 names & customized with diff fonts & accessories & the store got them all down. I kindly asked if by any chance I could get the necklaces before a certain date bc i plan to give them as gifts & I got them just in time. ❤️ I WILL order again & probs in gold this time
I loved the lyrics a little big to be as a child but I love it as it is❤❤Super fast shipping
The customer I bought it for loved it ,customer was replying good second time ordering
I loved it, I am super happy with this order. I recommend 100%. The chain and the name was beautiful.
wow wow wow,the necklace is really beautiful,i love them,i ordered for two,and they came to me very beautiful,the shipping was super fast.Thanks very much to this great store.
It's beautiful, I loved it. Arrived much earlier than estimated... Just a detail in the s but I don't know. I generally love him.
So pretty and lovely quality. I really hope it won’t tarnish. Will definitely buy more.
LOVE thankyou!! store really listened to my requests and did it exactly how i expected it to turn out
Very nice, they made my name right, it arrived in just over 2 weeks
Beautiful! Exact what he needed. I recommend to the 100%!♥️♥️♥️♥️
1 month to receive. very neatly made. I chose kid length - fo not select this as I don't think it's long enough. better to go with a longer chain even if for a child.
It looks great, for your girlfriend a great gift with her name!
Fast delivery, the store correctly wrote what I wanted. Let's see if the necklace darkens over time.
A wonder, I thank the store for the speed and beauty of this necklace
I love this product. Superb finishing. Received the requested product. The estimated delivery date was absolutely correct.
In love!!!! Buy it already amig @, I arrive in just 20 days to Colombia. I feel very happy, serious buyer, fast shipping. Happy happy
Better than I imagined, it looks very good quality, the measure was the one I requested, I recommend the store and I would buy again, I arrived early.