At FIRVILYX, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it arrives at your door.

Our collections bring together distinctive home accessories across three categories: ORGANIC TRAYS, METAL TRAYS, and RESIN TRAYS. With an appreciation for sculptural forms, material character, and considered details, we take care to prepare orders appropriately for transportation. Where necessary, protective packaging materials are used to help reduce the risk of damage during transit.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Order processing time is separate from carrier transit time. During peak sales periods, public holidays, unusually high order volumes, inventory verification, or other exceptional circumstances, processing may take slightly longer.

Certain products with distinctive shapes, delicate edges, textured surfaces, or special packaging requirements may require additional preparation before dispatch.

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

Estimated Delivery Time

The estimated delivery time is generally:

7–20 business days after shipment

This estimated delivery period does not include the 1–3 business days required for order processing.

Delivery times may vary depending on the shipping destination, carrier availability, customs inspections or clearance procedures, public holidays, weather conditions, peak shipping periods, remote delivery locations, local delivery restrictions, and other circumstances outside our reasonable control.

All delivery timeframes are estimates and do not constitute guaranteed delivery dates.

Shipping Methods and Costs

Available shipping methods and applicable shipping charges are displayed during checkout based on the destination, product type, package dimensions, weight, and items included in your order.

Where promotional or free shipping options are available, the applicable terms and eligibility requirements will be displayed before payment is completed.

Products with distinctive shapes, delicate finishes, or specific protective packaging requirements may require different shipping arrangements depending on the destination and transportation conditions.

Packaging and Protection

FIRVILYX products feature a variety of forms, materials, textures, and finishes. Depending on the individual design, some trays may require additional protection during transportation to help reduce the risk of scratches, surface marks, chips, or other damage.

Where appropriate, products are packaged using protective materials intended to help limit movement and reduce the effects of impact during transit.

Please handle your package carefully upon delivery and inspect your order as soon as reasonably possible after opening.

We recommend retaining the original packaging until you have confirmed that your order has arrived in satisfactory condition.

Tracking Your Order

When tracking information becomes available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided during checkout.

Please allow some time for tracking information to become active after the shipping label has been created.

Depending on the carrier and destination, tracking information may update only when the package reaches specific transit or delivery checkpoints. A temporary lack of tracking updates does not necessarily mean that your shipment has stopped moving.

Delivery Delays

Although we work to support a reliable delivery experience, occasional delays may occur due to circumstances outside our reasonable control, including carrier disruptions, customs inspections or clearance procedures, severe weather, transportation interruptions, public holidays, peak shipping periods, remote delivery locations, local delivery restrictions, and unexpected logistics delays.

If your order has not arrived within the estimated delivery period, please contact our customer support team. We will review the available tracking and shipping information and advise you on the appropriate next steps.

Shipping Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.

Please carefully review your recipient name, street address, apartment or unit number, city, state or province, postal or ZIP code, country, and other required delivery information before submitting your order.

If you notice an error after placing your order, please contact us as soon as possible.

We will make reasonable efforts to update the information before fulfillment begins. However, we cannot guarantee that changes can be made once an order has entered processing or has already been shipped.

If an order is returned, delayed, or requires reshipment because of incomplete or incorrect delivery information provided by the customer, additional shipping charges may apply where permitted by applicable law.

International Orders

FIRVILYX ships to selected international destinations where delivery services are available.

International shipments may be subject to customs inspections, import duties, taxes, brokerage fees, clearance charges, or other fees imposed by local authorities or carriers.

Unless otherwise stated during checkout or required by applicable law, these charges are generally the responsibility of the recipient.

FIRVILYX does not control customs processing times or charges imposed by local governments, customs authorities, or delivery providers. Any applicable duties, taxes, and clearance requirements may vary by destination.

Products Damaged During Shipping

We recommend inspecting your FIRVILYX order promptly after delivery. Depending on the product, damage may include chips, cracks, scratches, broken components, surface defects, or other visible issues that may have occurred during transportation.

If your product arrives damaged, defective, incorrect, or otherwise affected during shipping, please contact our customer support team as soon as reasonably possible.

To help us review your request, please provide your order number, clear photographs of the affected product, photographs of the inner packaging, photographs of the outer shipping box, and a photograph of the shipping label where available. Additional photographs or a short video may also be helpful when they clearly demonstrate the issue.

Please retain the affected product and its packaging until our customer support team has reviewed the situation and provided further instructions.

Depending on the circumstances, applicable policies, and relevant consumer protection requirements, we may provide an appropriate resolution, such as a replacement, refund, or another available remedy.

Lost or Delayed Packages

If tracking information shows an unusual delay or your package cannot be located, please contact us so that we can review the available carrier information.

Where appropriate, we may assist with carrier inquiries or other available resolution procedures.

Investigations and resolutions may depend on the individual carrier's policies, the shipment details, and the specific circumstances of the delivery.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking your mailbox or usual delivery area, front, side, or rear entrances, building reception or mailroom, household members, neighbors, and the local delivery carrier.

If you are still unable to locate the package, please contact our customer support team. We will review the available delivery information with you and advise you on the next steps.

Split Shipments

In some cases, products from the same order may be shipped separately due to inventory location, product dimensions, protective packaging requirements, warehouse availability, or fulfillment arrangements.

For example, multiple trays in one order may be dispatched in separate packages depending on inventory location or packaging requirements.

If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at a different time.

You will not be charged additional shipping fees solely because FIRVILYX chooses to split an order into multiple shipments.

Receiving Your Order

When receiving FIRVILYX products, we recommend opening the package carefully, avoiding sharp tools near the product, removing protective packaging slowly, and handling trays with care to protect their surfaces, edges, shapes, and finishes.

Inspect your order before disposing of the packaging, and place the product on a clean, stable surface before use.

Different materials may require different cleaning and maintenance methods. Please review the relevant product information and care instructions before cleaning or using your tray.

For products with distinctive contours, decorative details, or delicate finishes, avoid excessive pressure or impact during unpacking and handling.

Contact Us

If you have questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team through the official email address below.

Brand: FIRVILYX

Official Website: firvilyx.com

Legal Entity:
Xi’an Hehe Future Digital Technology Co., Ltd.

Registered Address:
Room 11729, Building 2, Eurasia International, No. 666 West Section of Eurasia Avenue, Chanba Ecological District, Xi’an, Shaanxi Province, China

Unified Social Credit Code:
91610112MAEEMDUK5C

Customer Support Email:
service@firvilyx.com

The website firvilyx.com is owned and operated by Xi’an Hehe Future Digital Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

When contacting us about an existing order, please include your order number and the email address used during checkout so that we can assist you more efficiently.

For damaged or product-related inquiries, please include clear photographs of the product and packaging wherever possible. Providing these details will help our team assess the situation more efficiently.

At FIRVILYX, we believe that thoughtful design deserves equally thoughtful service. We aim to make every stage of your shopping experience clear, dependable, and carefully considered, from placing your order to receiving your chosen pieces.

FIRVILYX — Distinctive Forms. Considered Details. Everyday Artistry.