Shipping policy
# Shipping & Delivery Policy
## Worldwide Delivery
Aurewood ships eligible wood carvings to destinations worldwide. Because some countries and remote areas have carrier, customs, or import restrictions for solid-wood products, we may need to confirm delivery availability before production or dispatch. If we cannot deliver your order, we will contact you promptly and provide a full refund.
## Free Shipping on All Orders
Aurewood provides free standard worldwide shipping on all orders. Shipping is included in the listed price of your artwork, and no separate standard shipping charge will be added at checkout.
Optional services requested by the customer, such as expedited delivery, indoor placement, unpacking, or installation, are not included unless Aurewood confirms otherwise in writing.
## Production and Order Preparation
Most Aurewood sculptures are made to order. Production usually takes 1 to 3 weeks after your order is confirmed. Custom, highly detailed, or oversized pieces may require additional time. If a different production estimate applies, it will be shown on the product page or confirmed with you directly.
After production, every piece is inspected and packed according to its size, weight, and shape before it is released to the shipping partner.
## Shipping Methods and Estimated Transit Times
Transit time begins after production is complete and the order has been dispatched.
- **Tabletop sculptures:** Usually shipped by air, with estimated delivery in 7 to 12 business days after dispatch.
- **Floor sculptures, large wall pieces, and oversized artwork:** Usually shipped by sea freight, with estimated delivery in 3 to 5 weeks after dispatch.
The final shipping method is selected according to the artwork's dimensions, weight, destination, and carrier availability. If the product page or order confirmation provides a different estimate, that order-specific estimate will apply.
For most made-to-order pieces, production and transit together may take up to approximately 60 calendar days from the order date. All delivery dates are estimates rather than guarantees.
## Shipping Partners
Air shipments may be handled by DHL, FedEx, USPS, or another qualified regional carrier. Large and sea-freight shipments are handled by professional freight and final-mile delivery partners selected for the destination and artwork type. Aurewood may change the carrier when necessary to protect the artwork or avoid unnecessary delays.
## Tracking and Delivery Updates
We will email you when your order has been dispatched.
For air shipments, the email will normally include a carrier tracking number and tracking link. Sea-freight tracking works differently and may not show frequent parcel scans. For these orders, we will provide the available shipment reference and status updates, and the freight or final-mile carrier may contact you to arrange delivery.
Please check your spam or junk folder if you do not receive a dispatch email. You may contact **info@aurewood.com** at any time with your order number for an update.
## Packaging and Transit Insurance
Each artwork is packed according to its size and fragility. Large pieces may be protected with reinforced packaging or a custom crate. Please retain all packaging until you have inspected the artwork.
Every shipment is insured for the artwork's purchase value while it is in transit and until delivery is confirmed. Transit insurance does not cover damage caused after delivery, improper handling, installation, alteration, or disposal of the original packaging before a claim can be reviewed.
## Customs, Duties, and Import Taxes
Aurewood covers the import duties, taxes, and standard customs-clearance charges associated with your order. These costs are included in the artwork price, so no separate payment is normally required from you at checkout or upon delivery.
If a carrier or customs authority unexpectedly requests payment, contact **info@aurewood.com** before paying. We will review the request and arrange payment or reimbursement for approved import charges covered by this policy.
Customs processing and local import restrictions may delay delivery. We will provide the shipping documents required from Aurewood, but the recipient may still need to provide personal or tax information requested by the local customs authority or carrier.
## Delivery Address and Large-Piece Delivery
Please provide a complete delivery address, telephone number, and email address when ordering. Contact **info@aurewood.com** as soon as possible if any details need to be corrected. An address change may not be possible after dispatch.
Large freight deliveries may be made to the curbside, building entrance, or exterior doorway, depending on the destination and carrier. Indoor placement, unpacking, assembly, and installation are not part of standard delivery unless confirmed in writing before dispatch. The carrier may contact you to schedule a delivery window, so please make sure the telephone number on the order is reachable.
## Failed Delivery or Returned Shipment
If a shipment is returned to Aurewood after an unsuccessful delivery, we will email you after confirming its status with the carrier.
If you reply within 48 hours and confirm a complete delivery address, Aurewood will arrange one complimentary redelivery. If we do not receive a reply within 48 hours, the order will be handled as a return after the artwork has been received and inspected. Any refund will be issued according to our Returns & Refunds Policy.
We cannot issue a return-based refund while a shipment is still in transit or before it has been returned to us. This does not apply when the carrier confirms that a shipment has been lost.
## Damage or Loss in Transit
Please inspect the outer packaging and artwork as soon as the shipment arrives. If there is visible damage, ask the carrier to record it on the delivery receipt before signing whenever possible.
Contact **info@aurewood.com** promptly, preferably within 48 hours of delivery, if the artwork arrives damaged, the wrong item is delivered, or the shipment appears to be lost. Include your order number and clear photographs of the artwork, all sides of the outer packaging, the internal protective materials, and the shipping label.
Do not discard the artwork or packaging while the claim is being reviewed. After verifying the issue, Aurewood will arrange the appropriate insured remedy, which may include repair, replacement, return, or refund.
## Delivery Delays
Peak seasons, severe weather, customs inspections, port congestion, carrier disruptions, and remote-area delivery conditions can extend the estimated timeline. We will remain your point of contact and provide available updates if a material delay occurs.
## Contact
For shipping or delivery assistance, contact **info@aurewood.com** and include your order number.