Shipping & Delivery Policy
Vanlivings | https://vanlivings.com/
1. Where We Ship
Vanlivings offers free standard shipping for eligible orders to serviceable addresses within the contiguous United States (the 48 adjoining states and Washington, D.C.). Delivery availability also depends on the dimensions and weight of the product and safe carrier access to the destination.
Alaska, Hawaii, U.S. territories, international destinations, P.O. Boxes, and APO/FPO addresses are not included in our standard online delivery service. For other destinations, please contact us before placing an order. We will confirm whether delivery is available and disclose any applicable shipping charges in writing before accepting the order.
2. Production and Fulfillment
Vanlivings products are produced in China and routed through our California fulfillment warehouse before final domestic delivery. Our standard estimated fulfillment process is:
· Production: approximately 10 business days.
· International transportation: approximately 20 business days from our factory to the California warehouse.
· Domestic delivery: approximately 7 business days from the California warehouse to the customer’s eligible delivery address.
These stages total approximately 37 business days, excluding additional time that may be required for customs clearance, warehouse receiving, freight appointments, or other shipment-related circumstances. Product-specific timelines or changes will be disclosed on the product page, during checkout, or in written order communications, as applicable.
3. Business Days and Delivery Estimates
Business days exclude Saturdays, Sundays, and applicable public holidays. Delivery dates are estimates, not guaranteed arrival dates unless we expressly agree to a guaranteed date in writing. Actual timing may vary by product configuration, destination, carrier availability, customs procedures, weather, and other transportation conditions.
If we cannot ship an order within the applicable promised shipping period, we will notify the customer and provide the options required by applicable law, including an opportunity to accept a revised shipping date or cancel the affected order for a refund where required.
4. Shipping Fees and Standard Delivery Service
Free Standard Shipping
Free standard shipping covers the standard transport of an eligible order to a serviceable delivery address within the contiguous United States. Large or fragile items, including natural stone fireplace surrounds and large fireplace units, may be transported by specialized freight carriers rather than standard parcel services.
Free standard shipping does not automatically include indoor delivery, room-of-choice placement, unpacking, assembly, installation, or specialized lifting and handling. These services are excluded unless separately offered and expressly confirmed in writing.
Standard Freight Delivery (Curbside)
For large or heavy products, standard freight delivery is generally curbside delivery to a safe, carrier-accessible point at the property line or end of the driveway, as determined by the freight carrier. The carrier’s standard service does not guarantee placement within a building or at the final installation location.
Standard curbside delivery does not include:
· Moving products into a home, garage, or commercial building;
· Carrying items upstairs or downstairs, or placing them in a selected room;
· Unpacking, packaging removal, product assembly, or installation;
· Electrical, plumbing, ventilation, structural, or other construction work;
· Forklifts, cranes, or other specialized lifting equipment unless expressly confirmed as included.
Customers should plan for appropriate assistance to move the shipment from the designated delivery point to its final location. Because some fireplace products are exceptionally large or heavy, unloading and site-access requirements should be discussed before the order is placed. Any specific liftgate or unloading service must be confirmed for the shipment; it should not be assumed to be included for every product.
5. Optional Services and Additional Charges
Certain customer-requested services or delivery-site conditions may require arrangements beyond free standard shipping. Examples include:
· Inside delivery or white-glove services, including room placement, unpacking, or packaging removal, if available in the delivery area;
· Special unloading services or equipment, such as forklifts or cranes, where the shipment or site requires them;
· Restricted-access delivery locations, including narrow roads, steep driveways, loading restrictions, or areas inaccessible to the assigned freight vehicle;
· Customer-requested address changes, redelivery, or rescheduling following confirmed shipping or delivery arrangements.
Availability and charges depend on the item, destination, and carrier. We will explain any necessary special handling or optional service, disclose the applicable charges, and obtain customer approval in writing before proceeding with the additional service. We will not automatically impose undisclosed delivery fees after purchase.
If a destination cannot be served under the confirmed standard shipping arrangement, we will contact the customer to discuss available alternatives before proceeding. If a delivery option requires an additional charge, customers may choose whether to accept it, subject to their rights under the applicable order terms and law.
6. Tracking, Scheduling, and Customer Responsibilities
Tracking details may be limited during the international transportation stage. Where available, tracking information, domestic carrier details, or freight scheduling instructions will be provided when the shipment reaches the applicable delivery stage. Freight carriers may contact the customer to arrange a delivery appointment.
To help make delivery successful, please:
· Provide an accurate shipping address and a reachable telephone number;
· Tell us before ordering about narrow roads, restricted access, loading restrictions, or special unloading needs;
· Respond to carrier scheduling requests and have an authorized adult available when the carrier requires a signature or scheduled receipt;
· Arrange adequate people or equipment to move heavy goods from the confirmed curbside delivery point, where such services are not included.
If you need indoor delivery, specialized equipment, or other additional services, contact us before placing an order so their availability and pricing can be assessed.
7. Delivery Inspection, Shipping Damage, and Missing Items
Please inspect the shipment and external packaging upon arrival. If visible damage is found, photograph the packaging and affected areas and note visible damage on the carrier’s delivery documentation when possible. After unpacking, check the product and contact us promptly if anything is damaged, defective, missing, or incorrect.
To assist with freight investigations, we recommend reporting visible or concealed shipping damage within seven calendar days of delivery whenever reasonably possible. This is a recommended reporting period and does not automatically limit statutory consumer rights or valid warranty rights.
Please email support@vanlivings.com with your order number, a description of the issue, photographs of the affected product, and packaging or shipping-label photographs if available. Do not install or use a product that appears damaged or unsafe. Confirmed shipping damage, defects, and incorrect items will be addressed under our Refunds & Returns Policy, Warranty Policy, and applicable law.
8. Returns, Cancellations, and Related Policies
Our Shipping & Delivery Policy should be read together with our Terms & Conditions and Refunds & Returns Policy. Eligible standard products may be returned within 30 calendar days after delivery, subject to the conditions stated in the Refunds & Returns Policy. Customer-paid return freight for change-of-mind returns is separate from free outbound standard shipping.
Full details of return authorization, cancellations, defects, refunds, and return shipping costs are available at:
Refunds & Returns: https://vanlivings.com/pages/refunds-returns
Terms & Conditions: https://vanlivings.com/pages/terms-conditions
9. Business & Contact Information
Business Operator: HONGKONG SMARTMAK CO., LIMITED
Registered Business Address: Room 704, 7/F, Block A, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui East, Kowloon, Hong Kong.
Support Email: support@vanlivings.com
Support Phone: +86 19965181478
Business Hours: Monday–Friday, 9:00 AM–6:00 PM PST
Website: https://vanlivings.com/
Our registered business address is separate from our fulfillment and authorized return facilities. Please do not send returns to the registered address without our written authorization.