· Customer Inquiry: The customer places an order through the website or contacts customer service to inquire about product details.
· Order Confirmation: Customer service confirms the customer's requirements, verifies product specifications, price, shipping method, and other details, and then generates the order.
· Logistics Arrangement: Once the order is confirmed, international logistics are arranged for delivery.
· Tracking: Customers can track the shipping status through the website or system to check the progress of their shipment.
· Product Inspection: Upon receiving the goods, the customer checks for any damage or issues with the product, and verifies that the order is complete.
· Issue Reporting: If there are any issues (e.g., damage, missing parts, etc.), the customer can file a complaint via email or through the customer service center.
· Response to Issues: Once customer service receives a complaint, they respond promptly, identify the issue, and propose a solution (e.g., return, replacement, repair).
· Solution Implementation: After the customer agrees on the solution, they follow the after-sales process for returns, exchanges, or repairs.
· Post-Sales Feedback: After resolving the after-sales issue, the customer is invited to fill out a satisfaction survey or provide a product review.
· Continuous Improvement: Customer feedback is used to continuously improve products and services to enhance customer satisfaction and brand loyalty.
Thank you for purchasing our flooring products! If you're not satisfied with your purchase or encounter any issues, you can follow the simple return guidelines below to request a return.
· Return Timeframe: Returns can be requested within 7 days of receiving your order.
· Return Conditions: The floor is defective, damaged or incorrect before use
· Non-returnable Items:
o Flooring that has been installed or used.
o Custom sizes, special treatments, or clearance items.
o Returns requested after the 7-day period.
A. Contact Customer Service:
Please contact our customer service via email or phone, providing the following information:
a. Order number
b. Flooring style and quantity purchased
c. Reason for return
d. Photos of the product (if applicable)
B. Return Authorization:
Once we receive your return request, we will confirm and provide a return address.
C. Return Shipping:
a. Please return the unopened flooring product to the provided return address. Use a trackable shipping method to ensure safe delivery.
b. The customer is responsible for return shipping costs unless the product is defective or an incorrect item was shipped.
D. Refund Processing:
Once we receive the returned product and confirm its condition, we will process your refund within 7 business days. The refund will be issued to your original payment method.
If the flooring is damaged during shipping or if the product you received is incorrect, we will cover the return shipping cost and offer either a full refund or product replacement.
All SPC flooring from ”Riverflor” enjoy 10 years warranty for commercial
application, 15 years warranty for residential application.
Every purchaser had responsibility to check package first after receiving the
container, once installer found any quality problem while installation period,
please remove it fast and contact manufacturing at once. Which covers:
Surface issue; click breakage; height difference, joint opening..
”Riverflor” will do compensation accordingly if it is flooring quality reason:
Deliver new floor to replace the damaged items – in the same or similar
colour, design and quality.
Alternatively, if we cannot replace the damaged with new items, or if repair
is not viable from an economic viewpoint or cannot be carried out within a
reasonable time period. ”Riverflor” will compensate in next order amount as
the negotiated price.
* Improper installation or flooring using circumstances caused complaint is
out of compensation scope.
*Any complaint must provide relative picture or video to further
prove,supplier can ask further complaint flooring sent to China if necessary.
*Once the complaint reason can’t be confirmed, the two sides need
negotiate with detail solution.
We offer a variety of international shipping methods to suit different customer needs. Depending on the order size and urgency, we can provide the best shipping option for you.
· Suitable For: Small orders, urgent shipments, or customers needing fast delivery.
· Shipping Time: Typically 5-10 business days (depending on the destination country/region).
· Features: Air freight is fast but more expensive, ideal for time-sensitive orders.
· Suitable For: Bulk orders or large quantities of flooring, particularly for customers looking to save on shipping costs.
· Shipping Time: Typically 20-30 business days (time may vary depending on the destination).
· Features: Sea freight is more affordable but takes longer, making it ideal for large orders that are not time-sensitive.
· Suitable For: Some countries/regions may offer rail transport as a cost-effective and relatively fast option for medium-sized orders.
· Shipping Time: Typically 10-30 business days.
· Features: Rail freight is generally faster than sea freight and more economical than air freight, suitable for large shipments.
· Suitable For: Small orders, sample shipments, or urgent orders.
· Shipping Time: Typically 3-7 business days.
· Features: International couriers offer door-to-door service, which is convenient and fast but tends to be more expensive.
Shipping costs are calculated based on several factors:
· Destination Country/Region: Shipping costs vary depending on the destination. Longer distances generally result in higher costs.
· Shipping Method: Air freight is more expensive than sea or rail freight, while international courier services tend to be pricier as well.
· Weight and Volume: The weight and size of the flooring products affect shipping costs. Heavier and bulkier orders will have higher shipping charges.
· Insurance Costs: We recommend purchasing shipping insurance to cover the product in case of damage or loss during transit. Insurance typically costs 1%-3% of the product value.
Once your order is confirmed, we will calculate the exact shipping cost based on the weight, volume, and destination, and provide a detailed quote.
· Air Freight: Generally 5-10 business days, but shipping times may vary based on the airline and destination.
· Sea Freight: Typically 20-30 business days, depending on the shipping route and destination.
· Rail Freight: Typically 10-30 business days, depending on the route and transit times.
· International Courier: Typically 3-7 business days, depending on the courier service and destination.
Please note that all shipping times are estimates and may vary due to factors such as weather conditions, shipping delays, or customs processing.
· Real-Time Tracking: Customers can track their orders through the tracking number provided via our website or the third-party logistics provider’s system. We will send you the tracking number via email or SMS once your order has shipped.
· Status Updates: We will provide regular updates on your order’s shipping status to ensure you are informed about its progress.
· Customs Duties and Import Taxes: International shipments may incur customs duties and import taxes, which are typically the responsibility of the recipient. Customs fees vary by destination country, and customers should be prepared to pay these fees when the shipment arrives.
· Customs Clearance: We assist with the necessary documentation for customs clearance, but the actual customs process is handled by the destination country's customs authorities. Any delays or refusal of entry due to customs will be the responsibility of the customer.
Packaging: To ensure your flooring products arrive in perfect condition, we package them carefully based on the shipping method. Bulk orders will be packed in specialized wooden crates, while smaller orders will be packed in sturdy cardboard boxes.
Receiving Goods:
o Please inspect the packaging upon delivery. If the packaging is damaged, torn, or shows signs of tampering, refuse to sign and contact our customer service team immediately.
o If you notice any damage to the flooring upon opening, please take photos and reach out to customer service for assistance.
Shipping Insurance: To protect your order during transit, we strongly recommend purchasing shipping insurance. This ensures that you will be compensated in case of damage or loss during the shipping process.
