Order placement and confirmation

Orders are received once checkout and payment confirmation are completed. We may review the order for accuracy, availability and transaction security before fulfillment.

Processing and fulfillment time

Orders are normally processed within 2–4 business days after payment is confirmed. During holidays, major promotions or high-volume periods, processing may take up to 5 business days.

Business days exclude weekends and applicable public holidays. Processing and shipping transit are separate periods.

Estimated delivery to the United States

For supported U.S. delivery addresses, estimated transit is generally 10–15 business days after dispatch. Your total estimated delivery time includes order processing plus carrier transit. Dates are estimates rather than guaranteed arrival dates.

Remote destinations, customs, holidays, severe weather or carrier disruptions can affect the arrival date.

Other destinations and shipping eligibility

Delivery options, destinations and available methods are determined at checkout. Where shipping outside the United States is available, the estimated timeline and charge can differ; consult the checkout information for the destination selected.

Shipping fees

Shipping methods and shipping charges are displayed during checkout before you finalize payment. We do not advertise an unconditional free-shipping threshold in this policy.

Fulfillment origin and careful packing

Depending on available stock and the destination, orders can be dispatched from facilities operated by us or from designated fulfillment partners. The dispatch location may differ from our registered business address.

Crystal suncatchers contain small or fragile decorative components, so they are prepared and packaged with protective materials appropriate to the item. Packaging styles vary by design and order.

Tracking and order updates

After dispatch and once carrier tracking is available, shipment information is normally sent to the email address used at checkout. Tracking can take time to begin displaying movement after the label is created.

Shipping address and corrections

Please check the name, phone number and complete delivery address before completing checkout. If a correction is needed, notify customer support immediately. We will try to update the address before dispatch, but changes cannot be guaranteed after fulfillment starts.

If a carrier cannot deliver because of incomplete or incorrect address information, contact us for assistance with the available delivery or return options.

Tracking delays and carrier disruptions

If tracking stops updating or your delivery is delayed beyond the estimated range, email service@brgnova.com with your order number and tracking information. We will review the shipment and help investigate the issue.

Lost or missing packages

If a shipment appears lost, contact us with your order number. We will review available carrier information and the delivery circumstances and arrange an appropriate reshipment, replacement, refund or other reasonable resolution where loss is confirmed.

A tracking status of “Delivered” does not automatically prevent us from reviewing a missing-parcel claim. Please check household members, the delivery area, building reception and the carrier, then contact us if the package remains missing.

Damaged, incorrect or incomplete orders

Please inspect your crystal suncatcher on arrival. Report broken faceted elements, damaged hanging components, missing pieces, incorrect designs or other verified order errors within 7 calendar days after delivery.

Include your order number, photographs of the item and issue, and packaging/shipping-label photographs when possible. Confirmed issues attributable to us will be remedied without additional cost caused by the error.

Review Return & Refund Policy for remedies and procedure.

Delivery questions

For shipment assistance contact service@brgnova.com or +86 176-7592-2436. We aim to reply within 24 hours.