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 like the material the color and it feels very good. But the zipper that has ornament is a danger, I almost took one eye when I removed the fleece. I hope I can remove the zipper without spoiling the fleece. The one who designed this piece was not at all successful with the selection of the zipper. A danger.
The product arrived ahead of time and in very excellent condition. Thanks to all. ⭐ ⭐ ⭐ ⭐ ⭐ ⭐
Even if the size is just one s is always wide
I love it, it's very warm. Perfect for this season
Super
It is very warm, for the price is not bad
Very good quality for the price
Jacket as in the picture. Very soft thick and warm. European size M, took XXL, for comfort to wear at home. Loose cozy
Wonderfully warm and good fit. We fall out small, choose mate bigger.
super super Soft
I ordered in pink and wine in White
Very soft
Perfect!
Good quality I recommend thank you
Arrived on time, thank you
I like the shirt, I ordered 4XL to be oversized, I wear 44-46, fleshy, very nice to the body
Warm. Stretches well. On OG 132 norms
Did not guess with rosmir. On zrist 165 that Ukrainian. rozmir 50 there were two branches and three of them wide. And so for the Duge Garna-I colir garny, fabric m'yak T is prim for the dot-tik, Duge Streychev.
beautiful and cosy, fits really well
Well warm. It is perfect ideal for cold days.
Warm, well sewn. Thank you store
High quality, very soft, size is perfect, beautiful color, warm and cozy. Thank you!
feels lovely and warm and fits well
Very good transaction. Light and warm and cozy sweater. Thank you
These sweters are very small and warm. I liked them very much. They came very quickly. Many thanks to the store.