Shipping policy
Ningbo Silva Industrial Co., Ltd. ("We", "Us", "Our") establishes this Shipping Policy to clarify delivery standards for all orders placed through our online store. Our manufacturing and shipping facility is located in Ningbo, China, and we are committed to providing reliable, transparent shipping to customers across the United States and internationally.
Shipping Destinations
We currently ship to customers throughout the United States and selected international markets.. We currently do not ship to:
- PO Boxes or military addresses (APO/FPO)
- Countries or regions currently subject to international trade sanctions
Remote areas requiring specialized logistics (islands, rural communities, or areas with limited carrier access) may incur additional fees based on carrier rates. Any additional shipping charges will be shown before payment confirmation.
Shipping Costs & Delivery Timelines
Cost
Shipping costs are calculated based on the shipping method, package weight and dimensions, and delivery destination, and are shown at checkout before you complete your purchase. We may offer free shipping for orders meeting certain criteria (such as a minimum order value); any such offer will be clearly indicated at checkout.
Delivery Time
Tracking
Real-time tracking updates are provided via a direct link to the carrier's website, included in your shipping confirmation email.
Order Processing Time
All orders are processed at our fulfillment center in Ningbo, China, during regular business hours, excluding weekends and public holidays.
| Order Type | Processing Time | Additional Notes |
|---|---|---|
| Standard Orders | 1–2 working days | Includes payment verification, inventory allocation, and quality inspection. |
| Custom or Personalized Items | 3–5 working days | Additional time is required for custom production and special handling. |
Order Tracking
Tracking numbers are generated and emailed to you within 24 hours of shipment confirmation. You can track your order by:
- Using the direct carrier link in your shipping confirmation email
- Visiting the "My Orders" section of your account on silvafloor.com
Delayed or Damaged Shipments
If your order has exceeded the stated delivery window, or arrives damaged, defective, or incomplete, please contact our customer service team within 7 working days of the estimated delivery date with:
- Your complete order number and tracking ID
- Clear photos of any damaged items and the external packaging
Once we receive and verify this information, we will arrange a replacement or refund as appropriate, following carrier verification procedures.
If tracking shows delivered but you have not received your package, please contact us within 7 days. We will work with the carrier to investigate and provide assistance.
Customs, Duties & Taxes
International customers may be responsible for customs duties, import taxes, or fees imposed by local authorities. These charges are determined by the destination country and are not included unless otherwise stated at checkout.