FAQ
1. How do I place an order?
Browse our products, select the style and quantity you want, add them to your cart, and complete payment at checkout. We currently accept Visa and MasterCard only. Once your order is confirmed, you will receive a confirmation email with your order number and payment details.
2. Can I modify or cancel my order?
Orders can be cancelled within 48 hours of placement. If more than 48 hours have passed or the order has already been shipped, please wait until the product arrives and then request a refund through the return process.
3. What payment methods are accepted?
Currently, we only accept Visa and MasterCard credit cards. Please ensure your card information is accurate to avoid payment failures or delays.
4. How long does shipping take?
Orders are usually processed within 1–3 business days. After dispatch via DHL, UPS, or Australia Post, delivery within Australia typically takes 8–10 business days. Holidays and non-business days may slightly affect delivery times.
5. How is shipping cost calculated?
- Orders ≥ A$120 : free shipping
- Orders < A$120 : A$5.99 shipping fee
Shipping costs will be displayed automatically at checkout.
6. How can I track my order?
After placing an order, you will receive an email with your order number and shipping information.
You can also visit our “Order Tracking” page, enter your email or phone number along with your order number, and check the latest status of your delivery.
7. Can I return or exchange items after receiving them?
Returns or exchanges can be requested within 35 days of receiving your order. Eligible cases include:
- Cosmetic defects or quality issues
- Odor or noticeable color differences
- Incorrect items
- Returns without a specific reason
Please provide your order number, proof of payment, and relevant photos or videos when requesting a return. We will provide a return address along with a return label for a smooth process.
8. Who covers the return shipping cost?
- For defective or incorrect items: we cover the shipping cost
- For returns without a specific reason: the customer is responsible for shipping
Please package items and all accessories carefully to avoid damage during transit.
9. How long does a refund take?
Refunds will be returned to the original payment method, usually within 10–15 business days. If it exceeds this time, please contact customer service for assistance.
10. Is my personal information safe?
We take privacy seriously. All information collected is used solely for order processing, customer service, and improving the shopping experience. For more details, please refer to our Privacy Policy.
11. What if an item is damaged during shipping?
Please inspect the package and items upon receipt. If there is any damage or irregularity, take photos and contact customer service immediately. We will assist you with returns or exchanges.
12. How can I contact customer service?
Address: 302 E PENNSYLVANIA AVE, CREWE, VA 23930-2024, United States
Phone: +1 (917) 937-8288
Email: solutions@ranorivta.com
Online Hours: Monday to Friday, 9:00 to 18:00 (Australia/Sydney, AEST/AEDT)
13. What if I entered the wrong shipping address?
Contact customer service as soon as possible. If the order has already been shipped, you may need to follow the return process to receive a refund or reshipment.
14. Can orders be shipped in multiple batches?
By default, orders are shipped together. If items are in separate stock locations, some items may ship later. You will receive updated tracking information for each shipment.
15. Can someone else sign for my order?
Delivery requires a recipient’s signature. If you cannot sign personally, contact the carrier to arrange an authorized recipient or reschedule delivery.
16. Can I request a refund and exchange at the same time?
Each order can only choose either a refund or an exchange. If you want an exchange, please indicate this in the return request. We will ship the new item once the return is received and approved.