FAQs
Q: What makes Aurewood different from other wood carving brands?
A: Aurewood sets itself apart from other brands with its persistent pursuit of premium quality, original design concepts, and uncompromising focus on customer experience. Every wood carving is crafted with meticulous attention to detail by skilled artisans, embodying our dedication to delivering extraordinary art pieces that blend tradition and uniqueness.
Q: How can I be assured of the quality of Aurewood's wood carvings?
A: Quality is the core of Aurewood. Every single wood carving undergoes strict and comprehensive quality inspections before leaving our workshop, ensuring it meets our rigorous quality standards. Moreover, the consistent praise and positive reviews from our global customers are the best proof of the exceptional quality we consistently deliver.
Q: What efforts does Aurewood make in terms of sustainability?
A: Aurewood is deeply committed to sustainable development. We adopt environmentally friendly practices throughout our production process and source wood materials in a responsible and ethical manner, ensuring we minimize our impact on the environment. Furthermore, we adopt an order-based production model, which means we only produce wood carvings based on customer orders, effectively avoiding material waste and overconsumption.
Q: Can I find limited edition or exclusive wood carvings at Aurewood?
A: Absolutely! We regularly launch limited edition and exclusive wood carving pieces, bringing our customers unique and one-of-a-kind artworks that cannot be easily found elsewhere. In addition, we are more than glad to accept custom wood carving requests, tailoring exclusive pieces according to your specific needs and preferences.
Q: Was my order successful?
A: As soon as you complete your order with us, an order confirmation will be automatically sent to the email address you provided. Please also check your spam or junk folder, as automated emails are sometimes incorrectly marked as spam. If you still cannot find the email, please contact us through our contact form.
Q: Where is my order?
A: Once we send your package to our logistics partner, we will email you a shipping confirmation that includes your tracking number and tracking link. Please remember to check your spam folder. If you have not received the shipping confirmation, you may contact us at info@aurewood.com and we will resend it to you.
Q: How long does the order take to produce?
A: After your order is confirmed, our wood carving artwork will generally be finished within 1–3 weeks.For bulk or quantity orders, please contact us at info@aurewood.com to confirm the exact production time.
Q: How can I change or cancel an order?
A: If your order has been paid but not yet shipped, we can cancel it for you immediately. Please feel free to contact us at info@aurewood.com.Once your order has been shipped, it can no longer be cancelled. You may return the item to us following our return policy after you receive it.
Q: My parcel has not been delivered.
A: If your package has not arrived or the tracking information has not updated for more than 10 business days, please contact us at info@aurewood.com so we can file an official investigation with the shipping carrier. In most cases, the delivery status will update shortly, and your package will be delivered to your address within a few days.
Q: The item I received is damaged. What can I do?
A: We sincerely apologize that your wood carving arrived damaged — this is not up to the Aurewood standard. Please contact our service team at info@aurewood.com and provide photos of both the damaged artwork and the original outer packaging.Once we receive your message, our after-sales team will review your case and reply promptly. Please keep the original packaging until you hear from us, as it may be required for the carrier’s damage claim process.
Q: The tracking shows delivered, but I have not received my package.
A: If your order tracking indicates delivery but you have not received it, the package may have been received by another person at your address. Please check the carrier’s tracking page for details about who signed for it.If the delivery record shows it was delivered to you but you still have not received it, please reach out to us through our contact form. Our team will then investigate with the carrier to locate your package. We appreciate your patience, as this process may require some time, and we will update you as soon as we have information.
Q: What forms of payment do you accept?
A: Aurewood accepts major credit cards including Visa, MasterCard, Discover, and American Express. We also support secure payments via PayPal.
Q: I don’t have a PayPal account. What should I do?
A: You can still pay with a debit or credit card through PayPal without creating an account. Simply follow these steps:
1. Click “Check out with PayPal” and you will be directed to the PayPal page.
2. Instead of logging into a PayPal account, select “Pay with Debit or Credit Card”.
3. Fill in your card details and billing information.
4. Enter your email address to receive a payment receipt.
5. Click “Continue” to return to our site. Your payment will only be processed once you submit your order on Aurewood.
Q: International Taxes & Duties
A: Please note that import taxes and customs duties may apply when your order enters the destination country. These fees are not included in the product price and are the responsibility of the customer.However, we will provide necessary support and documentation to assist with customs clearance when required.For customers in the United States, no import duties are applied for orders with a total value under $800 USD.
Q: Any question?
A: If you have any other questions or need further assistance, please feel free to contact us at info@aurewood.com. We are always ready to help.