FAQ

Last updated: January 12, 2026

Orders & Payments

Q1: What currency do you use?
All prices are shown in USD.

Q2: Are taxes included in the product price?
Yes. Product prices shown on our product pages include applicable taxes (where indicated).

Q3: Do prices include shipping?
No. Shipping is calculated based on your delivery address and the items in your cart, and is clearly displayed at checkout before you place your order. We do not charge hidden fees.

Q4: What payment methods do you accept?
We accept Visa and MasterCard only at this time.

Q5: When will I be charged?
Your payment is captured at the time you place your order. You will receive an order confirmation email after payment is successful.

Shipping & Delivery

Q6: Where do you ship?
We currently ship within the United States only. Availability for certain remote locations may vary and will be reflected at checkout.

Q7: How long does shipping take?

  • Standard Parcel (small/medium items): typical total delivery window is 4–10 business days (processing + transit).

  • Oversized/Freight (large items): delivery timing depends on carrier scheduling and appointment availability. We do not provide fixed delivery timelines or delivery-date guarantees for freight shipments.

Q8: Do you offer order tracking?
Yes. Once shipped, we email tracking details when available. You can also use our Order Tracking page using your order number and the email/phone used at checkout.

Q9: What if my package arrives damaged or something is missing?
Please contact us within 48 hours of delivery with your order number and photos/videos of:

  • The outer packaging

  • Shipping label

  • The damaged/missing item issue
    We will assist with an appropriate resolution (replacement parts, replacement, refund options, etc.).

Q10: What is freight delivery for large items?
Freight deliveries may require scheduling and are typically curbside delivery unless otherwise stated. The carrier may contact you (or provide scheduling instructions) when the shipment reaches the local terminal.

Changes, Cancellations & Address Updates

Q11: Can I cancel my order?
You may request cancellation before shipment by emailing info@sturdynest.com. Once shipped, cancellation is generally not possible.

Q12: Can I change my shipping address after ordering?
Please contact us as soon as possible. If the order has not shipped, we will try to help. After shipment, address changes may not be possible and carrier fees may apply.

Returns & Refunds

Q13: What is your return window?
You can request a return within 30 days of delivery, subject to our Refund & Returns Policy.

Q14: Do I need authorization to return an item?
Yes. Return authorization is required. Do not send items back without approval and instructions.

Q15: Who pays for return shipping?

  • If the return is due to our verified error (wrong/damaged/defective item), we will cover return shipping or provide an appropriate remedy.

  • For change-of-mind returns (non-defective), return shipping is typically the customer’s responsibility.

  • Oversized/freight returns may involve higher logistics costs.

Q16: How long do refunds take?
After we receive and inspect the return, approved refunds are issued to the original payment method. Posting time depends on your bank and typically takes several business days.

Warranty

Q17: Do you offer a warranty?
Yes. We provide a 1-year limited warranty against manufacturing defects (unless otherwise stated on the product page). See our Warranty Policy for full details.

Q18: Is shipping damage covered by the warranty?
Shipping damage is handled separately. Please report shipping damage within 48 hours with photos/videos.

Q19: What if parts/hardware are missing?
Contact us with your order number and photos of the item/packaging. We will assist with replacement parts where available.

Contact & Company Information

Q20: How can I contact you?
Phone: +1 501-804-8727
Email: info@sturdynest.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (CST)

Q21: What is your shipping/returns processing address?
13280 Packard Dr, Frisco, Texas 75033, United States
(Please contact us first—returns require authorization.)

Q22: Who operates this website?
Sturdynest is operated by Zhoukou Laiwen Trading Co., Ltd.
Office Address: 1 Courtyard, No. 1 Guqiang Street, Guqiang Town, Shangshui County, Zhoukou, Henan 466125, China