Shipping policy
Shipping Policy
At Ruvana, we offer free shipping on all orders.
Order Processing Times
Please allow 1–3 business days for us to process and dispatch your order. An order is dispatched once it has been handed to our shipping carrier and is in transit to your address. During peak periods and holidays, processing can take up to 7 business days.
Estimated Delivery Times
Delivery times below are counted from the day your order is dispatched, and depend mainly on where you live:
🇺🇸 United States: 7–10 business days
🇦🇺 Australia: 7–14 business days
🇨🇦 Canada: 7–10 business days
🇬🇧 United Kingdom: 7–10 business days
🇳🇿 New Zealand: 7–15 business days
During peak periods and holidays, carriers may experience delays in transit and tracking updates. International orders may also be held at customs. Either can extend delivery beyond the estimates above.
Once your order is dispatched, you’ll receive an email with your tracking details.
Order Changes and Shipping Details
Please check that your shipping details are accurate and complete at checkout. Incomplete or incorrect details may delay your order or require us to cancel it.
If our system flags a possible issue with your address, our support team will email you to confirm your details within 3 business days of your order. If we don’t hear back within that time, we may cancel your order and issue a full refund.
If you notice an error in your shipping details, email us at contact@shopruvana.com within 24 hours of placing your order. We’ll do our best to update it, but we can’t guarantee changes once your order has been processed.
Delayed Delivery
We know getting your order on time matters, and we work to dispatch every order as quickly as possible. Occasionally, delays happen for reasons outside our control, such as severe weather, transport disruptions or carrier issues. When that happens, we’ll work with the carrier to get your package to you as soon as possible.
Delays can also occur before dispatch, for example due to stock availability, address verification or payment processing. If anything is likely to delay your order, we’ll let you know as soon as we can.
We can’t guarantee an exact delivery date, but we’ll keep you updated and help however we can.
Lost, Stolen or Undelivered Packages
If your tracking hasn’t updated for an extended period, or it shows your package as delivered but you can’t find it, please:
- Check with neighbours, building reception or any safe-drop location.
- Allow 1–2 business days, as carriers sometimes mark packages delivered early.
- Email us at contact@shopruvana.com with your order number.
We’ll contact the carrier on your behalf, lodge a trace or claim, and keep you updated. If the carrier confirms your package was lost in transit, we’ll send a replacement or issue a refund. If a package is confirmed delivered to the correct address and later reported stolen, we’ll still help with the carrier claim, and you may also wish to report it to local police.
Nothing in this policy limits any rights you have under the consumer laws of your country or region.
Changes to This Policy
We may update this Shipping Policy from time to time. The version published at the time you place your order applies to that order.
If you have any questions about shipping, contact us at contact@shopruvana.com.