Shipping policy
1. Delivery Scope
For detailed information regarding our delivery regions and supported countries, please refer to the checkout page. If you can successfully place an order, it means we support shipping to your address.
2. Shipping Fees
All items currently available in our store are shipped free of charge. No shipping fee will be applied to any order.
For any further questions regarding shipping, please contact us via the website's live chat feature or send an email to pineaura.shop@gmail.com.
3. Risk Transfer & Carrier Delay
Title to and risk of loss for the goods pass to you upon delivery of the products to the shipping address you provided at checkout. We are not liable for any delays in delivery caused by the shipping carrier, customs clearance, or events outside of our reasonable control.
4. Lost or Damaged Items
If your order arrives damaged or is lost in transit, please contact us immediately.
To help us process your claim with the carrier as efficiently as possible, we strongly recommend taking clear photos or a short video of the unboxing process. However, failure to provide such documentation will not invalidate your right to a remedy for goods that arrive damaged or are lost. If we determine a claim with the carrier is necessary, we will reasonably assist you in filing it. Please note that we cannot guarantee the carrier's resolution timeline or outcome, but we are committed to supporting you throughout the process.
5. Tracking
All orders are provided with tracking services, allowing you to monitor your package's status at any time.
6. Handcrafted Product Variations
Many of our products (such as wood carvings) are handcrafted using natural wood. Due to the handmade nature of these items and the inherent characteristics of natural wood (including grain, color, and texture), each PINEAURA sculpture is unique.
Variations in wood grain patterns, color shades, wood texture, and minor dimensional differences are not manufacturing defects. They are inherent features of the handcrafting process and natural materials, and should be appreciated as part of the product's unique character.