FAQ

Frequently Asked Questions (FAQ)

Welcome to Porchivy! We're here to make shopping for your home and seasonal décor simple, convenient, and enjoyable.

Below you'll find answers to common questions about ordering, payments, shipping, tracking, returns, and refunds.

If you can't find the information you need, our customer support team will be happy to help.

ORDERING

Do I need an account to place an order?

No. You can place an order as a guest without creating an account.

Creating an account, if available, may make it easier to manage your orders, review your purchase history, and access your account information.

What should I do if I forget my password?

If you've created an account and forgotten your password, visit the login page and select the password recovery option. Follow the instructions to reset your password.

If you continue to experience difficulties, please contact our customer support team.

What if I entered the wrong email address when placing my order?

Please contact us as soon as possible at Support@porchivy.com

Include your order number, if available, and the correct email address. We'll do our best to help update your contact information.

Changes cannot be guaranteed once an order has been processed or shipped.

Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact us as soon as possible.

Orders may be canceled before processing begins. Once an order has entered preparation or has been shipped, cancellation may no longer be possible.

Changes to products, quantities, or shipping information are also subject to the order's current processing status.

If an order cannot be canceled, you may contact us to determine whether it qualifies for a return under our Returns & Refund Policy.

Any applicable refund for a canceled order will be handled according to our policies and applicable law.

Can I change my shipping address after placing an order?

Please contact us immediately if you need to correct your shipping address.

We'll do our best to help, but address changes cannot be guaranteed once an order has been processed or shipped.

Before completing checkout, carefully review your street address, apartment or unit number, city, state, ZIP code, and contact information.

Are all transactions processed in US dollars?

Our product prices are displayed in US dollars (USD).

If your payment card or bank account uses another currency, your payment provider or card issuer may convert the transaction into your local currency using its applicable exchange rate.

Your bank or payment provider may also charge foreign transaction or currency conversion fees. These fees are determined by your payment provider and are not controlled by Porchivy.

Can I use multiple discount codes on one order?

Unless a promotion specifically states otherwise, discount codes and promotional offers cannot be combined with other discounts or promotions.

Please review the terms of each offer before completing your purchase. Any applicable discount should be reflected in your order total at checkout.

What should I do if an item is missing from my order?

If your package arrives with an item missing, please contact us as soon as possible at Support@porchivy.com.

Include your order number and a description of the missing item. If possible, provide photos of the package and its contents to help us investigate.

Our team will review the information and help determine the appropriate next steps.

PAYMENT METHODS

What payment methods do you accept?

The payment methods available for your purchase will be displayed at checkout.

Depending on availability, these may include PayPal and credit or debit card payments through the supported checkout options.

Available methods may vary depending on your location and transaction. Please check the payment options shown during checkout before completing your purchase.

Can I pay by credit or debit card without a PayPal account?

If PayPal offers a guest checkout option for your transaction, you may be able to pay with an eligible credit or debit card without creating a PayPal account.

Look for an option such as “Pay with Debit or Credit Card” on the PayPal payment page, if available.

Guest checkout availability depends on PayPal's requirements, your location, and transaction-specific factors.

For more information, please see our Payment Methods page.

Is my online payment secure?

We use the payment options provided through our checkout system to process transactions.

When you pay through a third-party payment provider, your transaction is also subject to that provider's security procedures and policies.

For your protection, never send your full payment card number, card security code, account password, or other sensitive payment credentials by email or contact form.

What should I do if my payment fails?

If your payment cannot be completed, please:

• Check that your card details and billing address are correct.

• Confirm that your card has not expired and that sufficient funds or credit are available.

• Complete any verification requested by your bank or payment provider.

• Try another payment method if one is available at checkout.

If you believe you were charged but did not receive an order confirmation, please contact us before attempting another payment so we can help check for a possible duplicate transaction.

SHIPPING AND CUSTOMS

How long does order processing take?

Our estimated order processing time is 3–8 business days.

Processing time is separate from shipping transit time. Weekends, public holidays, seasonal demand, and product availability may affect how quickly an order is prepared.

Once your order has shipped, you will receive a shipping confirmation email with tracking information.

When will my order arrive?

Delivery time depends on your destination and shipping method.

Our estimated shipping transit times after dispatch are:

• United States: 5–7 business days.

• Canada: 7–15 business days.

• Europe: 7–15 business days.

• Australia and New Zealand: 7–15 business days.

• Other international destinations: 12–20 business days.

Please remember that order processing time is additional to shipping transit time.

These are estimates, not guaranteed delivery dates. Customs inspections, weather, holidays, and carrier delays may affect delivery.

For more details, please review our Shipping Policy.

How much does shipping cost?

Our current shipping rates are:

Standard Shipping

• Orders under $50: $6.99.

• Orders of $50 or more: Free standard shipping.

Express Shipping

• $8.99, where available.

Eligible orders totaling $50 or more qualify for free standard shipping. Express shipping charges apply when you select the express option.

Available shipping methods and applicable fees will be displayed at checkout before you complete your purchase.

Is Express Shipping available for every order?

Express Shipping may be available for eligible orders and destinations.

The available options and applicable fee will be displayed at checkout. Please refer to the estimated delivery information shown for your order, as express delivery times may vary by destination.

How do I track my order?

Once your order has shipped, we will send you a shipping confirmation email containing your tracking number.

Please allow 24–48 hours after dispatch for tracking information to become available or update.

If your tracking information has not updated after this period, your package may still be moving through the carrier's network.

If the issue persists or your package appears delayed, please contact us with your order number and tracking information.

Can I change my shipping address after my order has shipped?

Unfortunately, address changes cannot be guaranteed once an order has been processed or shipped.

If you notice an error, contact us immediately. We'll do our best to help, depending on the order's status and the carrier's available options.

Please double-check your shipping details before placing your order.

Will I need to pay customs duties or import taxes?

International orders may be subject to import duties, customs fees, and local taxes, depending on the destination country's regulations.

Unless otherwise stated at checkout or required by applicable law, these charges are the customer's responsibility.

Customs inspections may also cause additional delivery delays.

If you have questions about potential import charges, please contact your local customs office before placing your order.

What if my package is delayed, lost, or marked as delivered but hasn't arrived?

If your package is delayed, first check your tracking information for the latest carrier updates.

If it has not arrived within the estimated delivery window, please contact us at Support@porchivy.com with your order number and tracking details.

If tracking shows that your package was delivered but you cannot find it, check your porch, mailbox, designated delivery area, and with household members or neighbors.

If your package is still missing, contact us so we can help investigate.

Any applicable replacement or refund will be handled in accordance with our policies and legal obligations.

RETURNS AND REFUNDS

What is your return policy?

We accept eligible return requests within 30 days of delivery.

To qualify for a return, items must generally be unused, in their original condition, and include the original packaging.

Please contact our customer support team and receive return instructions before sending an item back.

Some exclusions may apply as described in our Returns & Refund Policy and subject to applicable law.

How do I return an item?

To request a return:

1. Email Support@porchivy.com with your order number and the reason for your return.

2. Wait for our team to review your request and provide return instructions if approved.

3. Package the item securely and follow the instructions provided.

4. Keep your shipping receipt and tracking information until the return is resolved.

Please do not send a return to an address that has not been provided or approved by our customer support team.

Who pays for return shipping?

Return shipping costs depend on the reason for the return.

If you change your mind or order the wrong item, you are generally responsible for return shipping costs, unless otherwise stated in our policy or required by applicable law.

If an item arrives damaged, defective, or incorrect due to an error on our part, please contact us before returning it. We'll review the issue and provide appropriate instructions and a resolution in accordance with our policies and applicable law.

What if my item arrives damaged, defective, or incorrect?

We're sorry if your order does not arrive as expected.

Please contact us within 7 days of delivery and provide:

• Your order number.

• A brief description of the issue.

• Clear photos showing the damage, defect, or incorrect item, where applicable.

Our team will review your request and help determine the appropriate next steps, which may include a replacement or refund.

Please contact us before returning the item.

How long does the return process take?

Once we receive your returned item, we will inspect it to determine whether it meets our return requirements.

After the return has been received and inspected and the refund has been approved, refunds will generally be processed within 5–7 business days.

The overall return process may take longer depending on return shipping time and the circumstances of the request.

When will I receive my refund?

Approved refunds are generally issued to the original payment method used for the purchase.

We will process the refund within 5–7 business days after the returned item has been received and inspected and the refund has been approved.

Your bank or payment provider may require additional time for the funds to appear in your account.

If your refund has not appeared after the expected processing period, please contact your bank or payment provider first. You can also contact our support team if you need help checking the status of your refund.

Can I cancel an order and receive a refund?

Orders may be canceled before processing begins. Once an order has entered preparation or has been shipped, cancellation may no longer be possible.

If an order is successfully canceled after payment has been collected, any applicable refund will be handled according to our policies and applicable law.

If the order has already been shipped, please contact us to determine whether it qualifies for a return.

ACCOUNT AND PRIVACY

How do I contact Porchivy?

You can reach our customer support team by email at:

Support@porchivy.com

Our typical response time is 24–48 hours. During holidays and busy shopping periods, responses may occasionally take longer.

How is my personal information used?

We use relevant personal information to process orders, arrange shipping, provide customer support, manage returns and refunds, and operate our website.

For more information about how we collect, use, and protect personal information, please review our Privacy Policy.

Where can I find your store policies?

You can review the following pages for more detailed information:

• Shipping Policy: Processing times, delivery estimates, shipping fees, and customs.

• Returns & Refund Policy: Return eligibility, refund processing, and return shipping responsibilities.

• Payment Methods: Available payment options and checkout instructions.

• Privacy Policy: How we handle personal information.

• Terms of Service: The terms that apply to using our website and services.

STILL HAVE QUESTIONS?

We're here to help.

If you need assistance with a product, order, payment, shipment, return, or refund, please contact our customer support team.

Email: Support@porchivy.com

Typical Response Time: Within 24–48 hours.

For order-related questions, please include your order number and a brief description of the issue so we can assist you more efficiently.

Thank you for choosing Porchivy. We appreciate your trust and look forward to helping you make your home feel more welcoming.

Porchivy — Make Every Corner Feel Like Home.