FAQ | Aorvo – Orders, Shipping, Returns, Warranty & Payments
Answers, Clearly Organized
Ordering, delivery, returns, warranty, payments, product care, and support — in one clear place.
The summaries below are designed for quick reference. Where a full policy applies, the linked policy page is the authoritative source for complete requirements, eligibility, and terms.
Eight topics, one consistent source of truth
Quick answers here. Complete terms on the policy pages.
Before and after you place an order
Can I change or cancel my order?
Contact Aorvo as soon as possible. Whether a change or cancellation can be completed depends on the order’s current production, fulfillment, packing, or shipment status. Once an order has shipped, it cannot be cancelled; if eligible, it may be handled as a return after delivery. For complete requirements, review our Return & Refund Policy.
Can I update my shipping address after placing an order?
Please contact us as soon as possible. Once production, fulfillment, packing, or shipment has begun, an address change may not be possible. Customers are responsible for providing complete and accurate delivery information.
What if I entered the wrong phone number or email?
Contact us with your order number and the correct information as soon as possible. Accurate phone and email details are especially important when a carrier or final-mile provider needs to arrange delivery.
Can I refuse delivery?
Please contact Aorvo before refusing delivery. Refused non-defective shipments may be handled as a non-defective return under our Return & Refund Policy. If a shipment appears damaged, document the condition and contact us promptly.
Two fulfillment paths, shown before checkout
Transit: 3–7 business days
Estimated total: 4–10 business days
Transit: 16–27 business days
Estimated total: 25–40 business days
How do I know which delivery timeline applies?
The individual product page identifies the applicable delivery category. Products marked “In Stock — U.S. Fulfillment” use the U.S. in-stock timeline. Products marked “Standard Production Delivery” use the standard production timeline. The applicable shipping method is also shown at checkout.
Do you offer free shipping?
Complimentary standard shipping is available for eligible orders within Aorvo’s supported contiguous U.S. delivery area. The applicable shipping method and any shipping cost are displayed at checkout before payment.
What is Shipping Protection?
Shipping Protection is an optional, customer-selected service available during the purchase process for an additional fee. It is not automatically selected. The applicable price is displayed before checkout, and customers may complete their purchase without adding it. Coverage, eligibility, exclusions, and claim requirements are subject to the Shipping Protection terms presented during purchase.
Where do Aorvo products ship from?
U.S. in-stock products are dispatched from a U.S. fulfillment location. Standard Production Delivery products and customer-customized products are produced and dispatched through Aorvo’s manufacturing and logistics partners in China.
Do customer-customized products take longer?
Most customer-customized products follow the Standard Production Delivery framework, with an estimated total delivery of 25–40 business days from the order date. More complex customization requests may require additional production time. If a longer timeline applies, it is confirmed in writing before payment.
Do you ship to PO Boxes, APO/FPO, Alaska, or Hawaii?
Aorvo currently ships to eligible addresses within the contiguous United States. Standard shipping is not currently offered to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, APO/FPO addresses, PO Boxes, or destinations that cannot be serviced by available carriers or fulfillment partners.
What shipping methods do you use?
The method depends on the product, shipment size, destination, and fulfillment route. Large or heavy products may require freight or scheduled final-mile delivery. International standard-production shipments may travel by ocean freight or another appropriate international freight method before U.S. final-mile delivery.
Does standard delivery include assembly or in-home placement?
Unless specifically stated otherwise, standard delivery does not include room-of-choice placement, assembly, installation, wall or ceiling mounting, packaging removal, electrical work, or disposal of existing furniture.
Following your order from shipment to delivery
How can I track my order?
Tracking information is provided when it becomes available. Depending on the fulfillment route, tracking may be sent by email or made available through the order-tracking method associated with your order. You can also visit our Track Your Order page.
Why has my tracking not updated?
Tracking can update less frequently during ocean freight, customs processing, truck transport, final-mile transfer, or movement between logistics providers. If you are concerned about an extended lack of updates, contact us with your order number and tracking information.
Why did I receive more than one tracking number?
Orders with multiple products or different fulfillment methods may ship separately. A mixed order containing U.S. in-stock and Standard Production Delivery products may also arrive in separate shipments.
Tracking says delivered, but I cannot find the shipment. What should I do?
Check the delivery area, building staff, household members, neighbors, and other secure receiving locations. If the shipment remains missing, contact Aorvo with your order number and tracking information so we can review the shipment with the applicable carrier or logistics provider.
Clear eligibility and one authoritative return policy
What is your return window?
Aorvo accepts eligible standard return requests within 30 days of delivery. The product must meet the conditions in our Return & Refund Policy.
Are standard products produced after purchase still returnable?
Yes. A standard catalog product does not become customer-customized or non-returnable merely because Aorvo schedules production after the order is placed. Standard catalog products remain eligible under the Return & Refund Policy when its conditions are met.
Do you offer free returns?
For change-of-mind or preference returns, return shipping is the customer’s responsibility. For confirmed defects, transit damage, or incorrect items, Aorvo will help arrange an appropriate resolution and may cover return or replacement shipping when the issue is confirmed. See the full Return & Refund Policy for details.
Is there a restocking fee?
A 15% restocking fee may apply where applicable to eligible non-defective returns of furniture and oversized or freight-shipped orders. It does not apply to approved returns caused by confirmed defects, incorrect items, or transit damage.
What should I do if my item arrives damaged, defective, incorrect, or incomplete?
Inspect your order promptly and contact Aorvo within 48 hours of delivery. Include your order number, clear photos or videos of the issue, photos of the packaging, and a brief description. Keep the original packaging while the issue is being reviewed. Full reporting requirements and available resolutions are in our Return & Refund Policy.
Where do I send a return?
Return authorization is required before sending an item back. Once approved, Aorvo provides return instructions and the applicable U.S. return location. Do not send returns to Aorvo’s Wyoming corporate mailing address or to the sender address on the package unless Aorvo specifically instructs you to do so.
When will I receive an approved refund?
Once an approved return is received and inspected, Aorvo initiates the refund to the original payment method within 1 business day. Your bank or payment provider may take up to 10 business days for the refund to appear.
Product support after delivery
What does the warranty cover?
The limited warranty covers confirmed manufacturing defects in materials or workmanship under normal indoor residential use for eligible products. Coverage details and exclusions are set out in our Warranty Policy.
What is generally not covered?
Examples include normal wear and tear, natural material variation, improper installation or assembly, misuse, modification, improper care, damage after delivery, outdoor use unless rated for it, and labor or installation costs. Review the Warranty Policy for the complete list.
How do I submit a warranty claim?
Email support@aorvo.com with your order number, proof of purchase, a clear description of the issue, and clear photos or videos. Aorvo may request additional information to evaluate the claim.
Secure checkout with clear payment terms
When am I charged?
Payment is charged when your order is placed and successfully completed at checkout.
Is checkout secure?
Payments are processed through secure Shopify checkout and approved payment providers. Aorvo does not store your full credit card number or complete payment credentials on our website.
Are installment payments available?
Installment or financing availability is not guaranteed. If an option is available to you, it will appear directly at checkout and is subject to the applicable payment provider’s eligibility and terms.
How are refunds issued?
Approved refunds are issued to the original payment method. For return eligibility, deductions, and refund timing, review our Return & Refund Policy.
Designed for informed ownership
Are Aorvo products suitable for outdoor use?
Unless the individual product page clearly states that a product is rated for outdoor use, Aorvo products should be treated as intended for indoor use.
Do lighting products require professional installation?
For hardwired lighting products, professional installation by a licensed electrician is strongly recommended. Improper installation, wiring, modification, or incompatible components may affect warranty coverage.
Will natural materials and finishes look identical from piece to piece?
Natural wood, stone, metal, glass, fabric, leather, and hand-finished surfaces may show variation in grain, tone, texture, veining, color, patina, or finish. Natural variation is part of the material character and is not automatically a manufacturing defect.
Can I order replacement parts?
Contact Aorvo with your order number, product name, the part you need, and photos when useful. Availability depends on the product, part type, inventory, and warranty or support eligibility.
Do you offer customization?
Yes, for selected products. A customer-customized product is one for which the customer requests changes to published dimensions, materials, finish, or configuration. Product specifications, pricing, cancellation terms, and return eligibility are confirmed in writing before payment. Customer-customized products follow the same estimated fulfillment timeline as Standard Production Delivery: typically 25–40 business days total; any project-specific longer timeline is confirmed in writing before payment.