Shipping policy

Where we ship

We ship to addresses within the United States only. We are not shipping internationally at this time.

Where your order ships from

ARCVEX products are manufactured and dispatched from our facility in China and enter the United States as an import. We would rather tell you that up front than have it be a surprise on your tracking page.

How long it takes

Order preparation: 1–2 business days. This is the time it takes us to pack your order and hand it to the carrier. It is not shipping time.
Transit and customs clearance: 7–10 business days from the day your order leaves us.
In practice: about 8–12 business days from checkout to your door.

Business days do not include weekends or public holidays. Customs clearance is outside our control and can occasionally add time beyond the range above. We would rather quote 7–10 days and be right than quote two and be wrong.

If we cannot ship your order within the time stated above, we will contact you, and you may either agree to the delay or cancel for a full refund.

Shipping cost

Within the United States, an order containing one one-time-purchase pack has a $4.99 shipping charge. Orders with two or more packs ship free, including an eligible trial add-on as a second pack. Any order containing a subscription ships free, and subscription renewals also ship free. A pack is one retail set of three tins, not one individual tin. Final shipping charges are shown at checkout before you pay.

Import duties and taxes

Because your order enters the United States as an import, customs duties and import taxes may apply. These charges are the customer's responsibility and are separate from shipping charges. Any duties or taxes collected at checkout are shown before payment. Any additional amounts assessed by customs or the carrier are payable by the recipient. Free shipping does not include duties or taxes.

Tracking

You will get an order confirmation email as soon as you check out, and a separate email with a tracking number once your parcel has actually shipped — not before. Tracking can take 24–48 hours to start showing movement, and it is normal for it to go quiet while a parcel is in transit or clearing customs.

If your tracking has not updated in more than 7 business days, email us and we will open an investigation with the carrier.

Wrong address

Please check the shipping address on your confirmation email as soon as it arrives. If it is wrong, email us the same day and we will correct it before your order leaves us. Once an order has shipped we cannot reroute it.

Parcels returned to us because of an incorrect or incomplete address can be reshipped once you confirm the correct address; a second shipping charge applies.

Lost, stolen or damaged parcels

If a carrier confirms your parcel as lost, we will replace it or refund you in full — your choice. If tracking shows delivered but you do not have the parcel, contact us and we will investigate with the carrier; please also check with neighbours and your building's mail area first, as this resolves most cases.

If your order arrives damaged, send us a photo and we will replace it. You do not need to send anything back.