Legal
Shipping & Returns
Effective date:
We'd rather explain exactly how fulfillment works than print a shipping promise we can't keep yet. Here is the honest version.
How shipping actually works
Rivex products are made to order and imported. That means:
- Freight is quoted, not hidden.Your quote includes delivered pricing to your ZIP — one number covering product and freight. No surprise line items at invoice, no “free shipping” that was quietly priced into the goods.
- Lead times are stated per order.The real timeline depends on the product, quantity, and packaging (private label adds print time). The estimate on your quote is the honest one — we’d rather tell you a true lead time than a flattering one.
- US domestic delivery. We currently quote deliveries within the United States. Delivery method (parcel or freight) depends on order size and is stated on the quote.
If your need is urgent, say so in the quote request with the date you’re working against — we’ll tell you plainly whether we can hit it.
On arrival: inspect and report
- Count cases and check for transit damage before signing for freight where practical.
- Report shortages or transit damage within 5 business days of delivery to [email protected], with photos and the lot number from the packaging.
Quality claims
Every unit carries a lot number, and every lot has a Certificate of Analysis — this is exactly what they’re for. If a product doesn’t conform to its written specification:
- Email [email protected] with the lot number, a description, and photos.
- We check the claim against the specification and the lot’s CoA.
- Confirmed nonconformities are made right — replacement or credit, your call within reason. That commitment has no 30-day expiration.
Returns
Because orders are produced to order — often with your private label on the packaging — we don’t offer change-of-mind returns once production has started. Before production starts, tell us and we’ll cancel or adjust the order. This is the honest trade-off of made-to-order pricing, and it’s why we encourage samples and small first orders when you’re evaluating.
Questions first?
The quote form is the fastest path to real numbers for your situation — or email [email protected] and ask anything on this page in plainer words.