Shipping policy
Shipping & Delivery Policy
Effective Date: August 4, 2026
At Vanlivings, most fireplace products are made to order and carefully inspected before shipment. This policy applies to all orders placed on vanlivings.com. Please read the full timeline and terms below carefully before placing your order.
1. Order Processing Time
After your order is placed and payment is confirmed, our team will begin processing your order within 1–2 business days. During this stage, we will verify order details, confirm material availability, and initiate the production or fulfillment process.
Business days are defined as Monday through Friday, excluding US public holidays.
2. Production Time
Most Vanlivings fireplace products are manufactured to order, including material preparation, assembly, finishing, quality inspection, and secure packaging.
● Standard made-to-order products: 20–25 business days
● Custom-size, special finish, or built-in fireplace products: Production time may vary based on design complexity. You will receive a confirmed production timeline via email after your order is reviewed.
3. Shipping Coverage & Service Areas
We currently ship fireplace products to the contiguous United States (lower 48 states).
● We do not ship to Alaska, Hawaii, Puerto Rico, US territories, PO Boxes, APO/FPO military addresses, or international destinations at this time.
● We cannot deliver to remote locations with limited freight access. If you are unsure whether your address is serviceable, please contact our support team before placing your order.
4. Shipping Method & Delivery Service Levels
Shipping method
All fireplace products are shipped via sea freight from our factory, then transferred to a local last-mile freight carrier for final delivery.
Pricing & duty terms
● Free standard curbside delivery is included for all orders shipped to the contiguous United States.
● All orders are shipped on a DDP (Delivered Duty Paid) basis. All import duties, customs clearance fees, and applicable local taxes are fully included in the product price. You will not be charged any additional fees upon delivery for standard service.
Delivery service tiers
● Standard service (included): Curbside drop-off at your property line. The driver will unload the item at the end of your driveway or curb; inside delivery and assembly are not included.
● Optional upgraded services (additional fee): Threshold delivery, inside room-of-choice delivery, and professional installation are available for an extra charge. Please contact our support team to upgrade service before your order departs the port.
5. Transit Time & Total Estimated Delivery
After production is completed and the order is dispatched:
● Sea freight transit: 20–25 calendar days (port-to-port)
● Local last-mile delivery: 3–5 business days after cargo arrives at the destination warehouse
Total estimated delivery timeline
Estimated total time from order placement to curbside delivery:
1–2 business days (processing) + 20–25 business days (production) + 20–25 calendar days (transit) + 3–5 business days (last-mile)
Total estimated delivery: 41–52 business days
Please note this is an estimated timeline. Actual delivery dates may vary based on destination, customs clearance speed, carrier scheduling, and weather conditions.
6. Tracking Information & Delivery Appointment
● Once your order is loaded onto the vessel, we will send you a shipment confirmation email with booking details.
● Full tracking information and local carrier contact details will be updated once the cargo arrives at the destination port and is handed over to the last-mile delivery partner.
● For all large fireplace products, the local carrier will contact you 1–3 business days in advance via phone to schedule a delivery appointment (available Monday–Friday during standard business hours).
● Please ensure your phone number and shipping address are accurate at checkout to avoid delivery delays.
7. Shipping Address Changes
● Address changes can be requested free of charge within 24 hours of order placement, before production begins.
● Once production has started, address changes cannot be guaranteed and may incur additional handling fees.
● No address changes are accepted once the order has been dispatched for sea shipment.
8. Delivery Delays
While we work to deliver all orders within the estimated timeline, delays may occur due to circumstances beyond our control, including but not limited to:
● Customs inspections and port congestion
● Carrier scheduling adjustments
● Severe weather, natural disasters, or public holidays
● Global supply chain disruptions
Vanlivings is not liable for delays caused by third-party carriers or force majeure events, but we will actively track your shipment and notify you of significant updates as soon as possible.
9. Failed Delivery & Additional Fees
If delivery cannot be completed due to reasons attributable to the customer, additional fees will apply:
● Missed appointment / recipient unavailable: A $150 redelivery fee will be charged for each re-delivery attempt.
● Incorrect or incomplete address: You will be responsible for address correction fees, return freight costs, and any applicable warehouse storage charges.
● Storage fees: If delivery is delayed for more than 7 days due to customer unavailability, a warehouse storage fee of $25 per day will apply.
We will contact you to confirm all applicable fees before arranging any re-delivery or address adjustment.
10. Damaged, Defective or Missing Items
Delivery inspection
Please inspect the outer package for visible damage at the time of delivery. Note all damage on the delivery receipt before signing, and take photos of the outer packaging and shipping label for your records.
Claim window
If you discover concealed damage, manufacturing defects, missing parts, or an incorrect item after unpacking, please contact us within 7 calendar days of delivery and provide:
● Clear photos or videos of the damaged/defective/incorrect product
● Photos of the outer and inner packaging
● Photos of the shipping label
● A clear description of the issue
Resolution
Once we verify the issue, we will arrange an appropriate solution at no extra cost to you, which may include replacement parts, remote repair guidance, product exchange, or a full/partial refund.
11. Contact Us
If you have any questions about shipping timelines, delivery status, or address changes, please contact our customer support team:
● Website: www.vanlivings.com
● Email: support@vanlivings.com
● Phone: +86 19965181478
● Business Hours: Mon-Fri 9:00–18:00 PST