Shipping policy
Where we ship
We ship to the United States, the United Kingdom and Canada. We do not currently ship anywhere else.
Processing time
Orders are processed within 1–2 business days of being placed. Orders placed on a weekend or a public holiday are processed on the next business day.
Delivery time
9–16 business days after dispatch, to all three countries we ship to.
This is the honest range, not a best case. If your order arrives faster, good. We would rather set a range we can meet than promise a date we cannot.
Where your order ships from
Rowvane is an Australian business. Our products are dispatched directly from our fulfilment partner in China, which is why the delivery window is what it is. We tell you this up front so there are no surprises when the parcel arrives.
Shipping cost
- Orders under $49 USD — $4.99
- Orders of $49 USD and over — free
All prices on this site are in US dollars, including for customers in the United Kingdom and Canada.
Tracking
A tracking number is emailed to you when your order is dispatched.
Tracking takes 2–4 business days to start updating. After the label is created, the parcel is waiting for its first carrier scan. If it sits on “label created” for a few days, that is normal — it is not a lost order.
You can check any tracking number on our Track Your Order page.
If your order has not moved
If tracking has shown no movement for 10 business days, email support@rowvane.com with your order number. We will open an investigation with the carrier ourselves. If the parcel cannot be located, we will replace it or refund you in full.
Import duties and taxes
Orders delivered to the United Kingdom and Canada may be charged import VAT, GST/HST or duty, plus a carrier handling fee, before the parcel is released to you.
These charges are set by your government and your carrier. They are not set by Rowvane, we do not receive any part of them, and we have no way to collect or pay them in advance on your behalf. They are your responsibility as the importer.
If a parcel is returned to us because these charges were refused, we will refund the order minus the original shipping cost and any return charges we are billed.
Incorrect or incomplete addresses
Please check your address before you confirm the order.
If you notice a mistake, email us immediately with your order number and the correct address. If the order has not yet been dispatched we can usually fix it. Once it is with the carrier we cannot redirect it.
Parcels that cannot be delivered because of an incorrect or incomplete address are not covered by Shipping Protection.
Shipping Protection
Shipping Protection is an optional $2.95 add-on at checkout. It covers loss in transit, theft after delivery, and damage on arrival.
If any of those happen, email us with your order number and we will send a replacement or refund you in full — no investigation period, no police report, no proof required beyond telling us what happened.
Without it, lost and stolen parcels follow the standard carrier investigation process, which can take up to 30 days to resolve.
Contact
Rowvane
584 Glenferrie Road, Hawthorn, VIC 3122, Australia
support@rowvane.com — we reply within one business day.