Shipping policy

 

Last Updated: September 12, 2026

At Pinevica, we are committed to providing clear information about order processing, shipping, tracking, and delivery. Please review this Shipping Policy before placing an order.

1. Shipping Area

Pinevica currently ships orders within the United States only.

We do not currently offer international shipping.

2. Shipping Cost

Standard Shipping: Free on All Orders

We offer free standard shipping on orders delivered within the United States.

3. Order Processing Time

Orders are generally processed within:

1–3 business days

Orders are processed Monday through Friday, excluding weekends and U.S. public holidays.

Processing begins after your order has been successfully placed and payment has been accepted.

4. Order Cut-Off Time

Our daily order cut-off time is:

5:00 PM Pacific Time

Orders placed before the cut-off time will enter our standard processing schedule.

Orders placed after 5:00 PM Pacific Time may begin processing on the next business day.

Orders placed on weekends or U.S. public holidays will generally begin processing on the next business day.

5. Shipping & Delivery Time

After your order has been processed and shipped, the estimated transit time is:

5–7 business days

Business days are Monday through Friday and exclude weekends and U.S. public holidays.

Estimated Order Timeline

  • Processing Time: 1–3 business days

  • Transit Time: 5–7 business days

  • Estimated Total Delivery Time: 6–10 business days

Delivery times are estimates and are not guaranteed. Carrier operations, weather conditions, U.S. public holidays, destination, peak shipping periods, and other circumstances outside our reasonable control may affect delivery times.

6. Multiple Packages

Orders containing multiple products may be shipped in separate packages.

If your order is divided into multiple shipments, you may receive separate tracking information for each package.

7. Shipping Carriers

The shipping carrier used for an order may vary depending on the destination, product, package size, and carrier availability.

Carriers may include:

  • USPS

  • UPS

  • FedEx

The specific carrier for your order will be determined when the shipment is prepared.

8. Shipping Confirmation & Tracking

Once your order has shipped, we will send a shipping confirmation to the email address provided during checkout.

When available, the shipping confirmation may include:

  • Tracking number

  • Shipping carrier

  • Shipment and delivery information

Please allow approximately 24–72 hours after shipment for tracking information to become active or display updated carrier details.

Carrier tracking systems may not update immediately after a tracking number is created. If your tracking information has not updated after this period, please contact Pinevica Customer Support.

9. Order Changes & Cancellations

If you need to request an order change or cancellation, please contact us as soon as possible after placing your order.

Please provide:

  • Your order number

  • The email address used for your order

  • Details of the requested change or cancellation

We can only attempt to change or cancel an order before it has entered processing or has been shipped.

Because orders may move into processing quickly, we cannot guarantee that every change or cancellation request can be completed.

Once an order has been processed or shipped, it generally cannot be changed or canceled. After delivery, eligible products may be returned according to our Refund Policy.

10. Return Shipping Costs

For an eligible non-defective return, the customer is responsible for the applicable return shipping costs.

If you receive a damaged, defective, incorrect, or incomplete product, please contact Pinevica Customer Support before returning the item. We will review the issue and provide the appropriate return instructions. In this case, Pinevica is responsible for the applicable return shipping costs.

Please do not send a product back without first contacting us for return instructions.

11. Refund Processing

If a return is approved for a refund, the refund will be issued to the original payment method used for the purchase.

Refunds are generally processed within 14 business days.

When a physical return is required, the refund-processing period begins after the returned product has been received and reviewed.

Once Pinevica issues the refund, your bank, credit card issuer, or payment provider may require additional time for the funds to appear in your account.

12. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address during checkout.

Before submitting your order, please verify:

  • Recipient name

  • Street address

  • Apartment, suite, or unit number, if applicable

  • City

  • State

  • ZIP code

  • Contact information

Incorrect or incomplete shipping information may result in delivery delays, unsuccessful delivery attempts, or the package being returned by the carrier.

If you discover an error in your shipping address after placing an order, please contact us as soon as possible.

We will attempt to assist with an address correction if the order has not entered processing or shipment. Address changes cannot be guaranteed after an order has been processed or transferred to the shipping carrier.

13. Delivery Delays

Although we aim to have orders delivered within the estimated timeframe, occasional delays may occur.

Possible causes include:

  • Carrier delays

  • Severe weather

  • U.S. public holidays

  • Peak shipping periods

  • High carrier volume

  • Incorrect or incomplete shipping information

  • Transportation disruptions

  • Other circumstances outside our reasonable control

If your order has not arrived within the estimated delivery timeframe, please contact us and provide your order number.

Our customer support team will review the available tracking and shipping information and assist with the appropriate next steps.

14. Packages Marked as Delivered

If carrier tracking shows that your package has been delivered but you cannot locate it, we recommend first:

  1. Check your mailbox, porch, garage, entrance, and other possible delivery areas.

  2. Ask household members whether they accepted the package.

  3. Check with neighbors or building management when appropriate.

  4. Review the carrier's latest tracking information.

  5. Contact the shipping carrier for available delivery details.

If you are still unable to locate your package, please contact Pinevica Customer Support within 7 days of the recorded delivery date.

Please provide:

  • Your order number

  • Tracking number

  • Delivery address

  • A brief description of the issue

We will review the available order, tracking, and carrier information and assist you with the next steps.

15. Returned or Undeliverable Packages

A package may be returned to the sender when delivery cannot be completed for reasons such as:

  • Incorrect or incomplete shipping address

  • Refused delivery

  • Multiple unsuccessful delivery attempts

If a package is returned and you request reshipment, additional shipping charges may apply.

16. Contact Us

Have questions about an order, product, shipping, return, or refund?

The Pinevica customer support team is here to assist you.

Business Information

  • Business Name: Pinevica

  • Email: support@pinevica.com

  • Phone: +1 (661) 231-9201

  • Business Address: 8375 Sultana Ave, Fontana, CA 92335, United States

Customer Support Hours

  • Monday–Friday: 9:00 AM–5:00 PM Pacific Time

  • Closed: Weekends and U.S. public holidays

  • Messages received while closed will be reviewed on the next business day.

Response Time

  • Email Response: Within 24 business hours, Monday–Friday

  • After-Hours Messages: Answered on the next business day

  • Order Support: Please include your order number for faster assistance.