FAQ
Orders
When is my order processed?
Orders placed before 10 AM Pacific Time are processed the same day. Orders placed after 10 AM or on a Friday, weekend, or holiday are processed the next business day. In-stock items typically ship within 3–5 business days.
When will I receive my order?
For most in-stock items shipped within the contiguous United States, delivery typically takes 7–10 business days depending on your location.
How do I check the status of my order?
You can check your order status by logging into your Rivayraa account at rivayraa.com:
- Click Sign In in the top navigation
- Enter your registered email address
- Use the verification code sent to your email
- Select Orders to view your order details and tracking
You can also track your package using the Shop App or the tracking link sent via email after your order ships.
Why can’t I find my order in my order history?
If you checked out as a guest, your order won’t appear under a registered account. You can still track your package using the tracking link in your confirmation email or through the Shop App.
How will I know when my order ships?
You’ll receive a shipping confirmation email with a UPS tracking number once your order ships. Please allow 24–48 hours for the tracking information to update. You can also track your shipment at UPS.com or sign up for UPS My Choice®.
Can I ship to more than one address?
Not at this time. To ship to multiple addresses, please place a separate order for each shipping destination.
How can I change or cancel my order?
To cancel or modify an order, email us at admin@rivayraa.com as soon as possible. Include your name, order number, and the item(s) you wish to cancel. We’ll do our best to make changes before your order ships. If it’s already on the way, you’re welcome to return it once it arrives.
Shipping
What is your standard shipping policy?
- Free shipping on orders $500 or more within the 48 contiguous United States
- For orders under $500, shipping is calculated at checkout
- We use UPS as our trusted shipping partner
- Orders ship within 3–5 business days
Do you ship to Alaska, Hawaii, or U.S. Territories?
Yes, we do! A $30 shipping surcharge applies to orders shipping to Alaska, Hawaii, Puerto Rico, and U.S. Territories.
If your order is under $500, this fee is in addition to the standard shipping rate.
Do you ship to P.O. Boxes or military addresses?
Unfortunately, we do not ship to P.O. Boxes or APO/FPO military addresses at this time.
Need more details?
You can find our complete shipping policy here.
Payment & Promotions
What payment methods do you accept?
We accept Visa, MasterCard, Apple Pay, and PayPal.
When is my card charged?
Your payment method is charged at the time you place your order.
Do you offer deferred billing?
No, we do not offer deferred or installment payments at this time.
How do I use a Promotion Code?
Promotion Codes can be applied at checkout in the “Promotion Code” field. Only one code may be used per order and must be entered at the time of purchase.
Please Note:
- Promotion Codes are not valid on past purchases, shipping, or taxes
- Cannot be combined with other offers
- Not transferable or redeemable for cash
- Expired codes will not be honored
If your code isn’t working, email us at admin@rivayraa.com and we’ll take a look.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery, provided the item is:
- Unused and in original condition
- Has all tags and law labels intact
- Is returned in its original packaging
- Accompanied by proof of purchase
To initiate a return, email admin@rivayraa.com and we’ll send a pre-paid return label and instructions.
Are there any return fees?
Yes — a $4.50 per item return processing fee will be deducted from your refund, unless the return is due to our error or product damage.
When will I receive my refund?
Refunds are processed to your original payment method within 10 business days of receiving your return. If it’s been more than 15 business days, please contact us.
Can I exchange an item?
We don’t process direct exchanges. If you'd like something else, return the item and place a new order for the one you prefer.
What items are non-returnable?
We do not accept returns on:
- Final sale or discounted items
- Custom or made-to-order items
- Gift cards
What if my order arrives damaged or incorrect?
Please inspect your order upon arrival. If anything is damaged or incorrect, email admin@rivayraa.com right away so we can make it right.
Need more details?
You can find our complete returns policy here.
Contact Us
Have a question or need help with an order? We’re here for you.
Email
admin@rivayraa.com
(Responses within 1–2 business days, Mon–Fri)
Customer Service Hours
Monday–Friday
10:00 AM – 5:00 PM (Pacific Time)
Mailing Address
Rivayraa LLC
548 Market St PMB 541839
San Francisco, CA 94104-5401
United States
Instagram
@rivayraa