Shipping availability is determined at checkout. Enter your complete delivery address to see whether an option is offered for that destination. If the store cannot present a delivery option for the address entered, the order cannot be completed for that destination through checkout.

We do not promise delivery to every location. Restrictions can arise from carrier coverage, product handling requirements, or applicable rules at a destination. Contact customer support before ordering if you need help understanding an address or a delivery option shown during checkout.

After payment is confirmed, we normally prepare the order within 1–3 business days. For this policy, business days mean Monday through Friday, excluding applicable public holidays. The processing period starts on the next business day for an order placed outside a business day.

Processing includes confirming the selected item and delivery information, preparing the parcel, and handing it to the carrier. An order with an address problem, payment issue, or unavailable item can require additional review. We will contact you if information is needed or fulfillment cannot proceed as expected.

A dispatch notification means the parcel has been handed over or prepared for carrier collection. It does not mean the parcel has reached its destination.

The shipping charge for an available delivery method is shown at checkout before you submit payment. It can depend on the delivery address, the items in the order, and the service offered. Review the order total, including any displayed shipping charge and tax, before placing the order.

For an international shipment, customs duties, import taxes, or handling fees can be imposed by the destination's authorities or carrier. Where such amounts are not collected at checkout, the recipient is responsible for charges lawfully assessed on import. If a charge is collected by the store, it will be included in the checkout total.

Transit starts after dispatch. An estimated delivery window shown at checkout or in shipment information is an estimate rather than a guarantee of an exact arrival date. Carrier routes, customs inspection, weather, local service interruptions, and address issues can affect actual delivery.

Processing time and transit time are separate. For example, an estimate describing days in transit begins after carrier handover, not when the order is placed. If your purchase is needed for a specific occasion, consider both periods before ordering.

When tracking is provided for the service used, the shipment notification will contain the carrier information or tracking reference. A new reference may take time to show its first carrier scan after dispatch.

If tracking does not update, contact service@clayven.com with your order number and the tracking reference. We can review the shipment information and advise on the next step. A carrier status marked “delivered” does not prevent you from contacting us if you cannot locate the parcel.

Enter the recipient's name, street address, unit or apartment number, postal code, and contact details accurately. Review the address shown in the order confirmation. An incomplete or incorrect address can delay delivery or cause the parcel to be returned.

To request an address correction, contact service@clayven.com promptly with the order number and corrected details. We will check whether the parcel has reached a stage at which a change can still be made. Carrier changes after dispatch cannot be guaranteed.

If a parcel is returned because of an address supplied incorrectly or because delivery was refused, contact us to discuss reshipment or the applicable refund after the parcel is returned. Any new shipping charge will be explained before reshipment.

If we learn that an order cannot be shipped within the timeframe promised, we will notify you and explain the revised timing. Where required by applicable law, you can agree to the delay or cancel the unshipped order and receive a refund.

A parcel already in transit can also be delayed by the carrier or customs. Send us the order number if a delivery estimate has passed; we will review the available tracking information and help determine the next action. Applicable rights for a missing or undelivered order remain in place.

If the tracking shows delivery but the package is not present, first check the delivery location, any building reception area, and carrier delivery notes. Then contact us with the order number and tracking reference so the shipment can be reviewed.

If the parcel arrives visibly damaged, photograph the outer packaging before opening it. Keep the packaging and photograph the item and contents. If a product is damaged or an item is missing or incorrect, contact service@clayven.com with the order number and relevant photographs. We will review the issue and explain the available remedy under the Return & Refund Policy and applicable law.

Do not send a damaged item to the company business address without return instructions. That address is not designated as a returns warehouse.