Shipping policy

This Shipping Policy applies to orders placed through sunnypebble.com, operated by Ruvli Limited, a company incorporated in Hong Kong.

This policy explains our order processing times, shipping methods, delivery estimates, shipping charges, customs information, tracking procedures, and how we handle common delivery issues.

1. Company Information

Operating Company: Ruvli Limited
CR Number: 80492637

Registered Office:
Unit 903, 9/F., Cameron Commercial Centre
458–468 Hennessy Road
Causeway Bay, Hong Kong

Customer Service:
Email: contact@sunnypebble.com
Phone: (302) 464-8477
Hours: Monday–Friday, 9:00 AM–5:00 PM ET

2. Where We Ship

SunnyPebble currently ships to the United States and Canada.

United States

  • All 50 U.S. states
  • Washington, DC
  • PO Boxes where supported by the applicable carrier
  • APO and FPO addresses where supported by the applicable carrier

U.S. territories are not currently supported.

Canada

  • All Canadian provinces and territories
  • PO Boxes where supported by the applicable carrier

We do not currently ship to countries other than the United States and Canada.

We do not ship orders to freight-forwarding addresses.

3. Order Processing & Handling Time

Orders are normally processed and prepared for shipment within 1–2 business days.

Business days are Monday through Friday, excluding applicable holidays.

Orders placed on weekends or holidays will generally begin processing on the next business day.

Handling time is separate from shipping/transit time.

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

4. Shipping Method & Rate

We currently offer the following shipping option for orders to the United States and Canada:

Standard Shipping

  • Shipping charge: $9.00 USD per order
  • Handling time: 1–2 business days
  • Estimated transit time: 5–8 business days

The $9.00 USD Standard Shipping charge applies to orders shipped to the United States and Canada regardless of order value, unless a different shipping promotion or rate is expressly displayed at checkout.

Any applicable shipping charge will be clearly displayed during checkout before you complete your purchase.

5. Estimated Total Delivery Time

Total estimated delivery time consists of our handling time plus the shipping/transit time.

For Standard Shipping to the United States and Canada:

1–2 business days handling + 5–8 business days transit = approximately 6–10 business days total.

Business days are Monday through Friday, excluding applicable holidays.

Delivery timeframes are estimates and are not guaranteed delivery dates unless we expressly state otherwise.

The following locations may require additional delivery time:

  • Alaska, Hawaii, APO/FPO addresses, and PO Boxes
  • Yukon, the Northwest Territories, Nunavut, and other remote or rural areas of Canada
  • Other remote locations

Orders shipped to Canada may also require additional time for customs clearance.

6. Customs, Duties & Taxes (Canadian Orders)

Orders shipped to Canada cross an international border and are subject to inspection and clearance by the Canada Border Services Agency (CBSA).

[OPTION A: use this version if duties and taxes are collected at checkout]

For orders shipped to Canada, applicable import duties and taxes (such as GST/HST and, where applicable, provincial sales tax) are calculated and collected at checkout. You will not be asked to pay additional duties or taxes on delivery for the items in your order. If a carrier contacts you requesting payment of duties or taxes for an order that was paid in full at checkout, please contact us before paying.

[OPTION B: use this version if duties and taxes are not collected at checkout]

For orders shipped to Canada, import duties, taxes (such as GST/HST and, where applicable, provincial sales tax), and carrier brokerage or clearance fees may apply. These charges are not included in the product price or the shipping charge and are not collected at checkout. Where they apply, they are payable by the recipient to the carrier or customs authority on or before delivery. The amount of any such charges is determined by Canadian authorities and the carrier, not by SunnyPebble.

[End of options]

Customs clearance times are outside our control. A shipment held by customs is not considered lost while clearance is in progress.

Please make sure your name, address, and phone number are accurate, as carriers or customs may need to contact you to clear your shipment.

7. Shipping Carriers

Depending on the destination, package size, weight, and fulfillment requirements, orders may be shipped using an appropriate shipping carrier or delivery partner.

The carrier used for a particular order may vary based on operational and delivery requirements. Orders to Canada may be handed over to a Canadian carrier, such as Canada Post, for final delivery.

Your shipping confirmation will normally include tracking information that can be used to follow the progress of your shipment.

8. Delivery Estimates & Delays

We aim to process, dispatch, and deliver orders according to the timeframes described in this policy.

However, shipping and delivery estimates may occasionally be affected by circumstances outside our reasonable control, including:

  • Severe weather
  • Carrier disruptions
  • Peak-season shipping volume
  • Transportation disruptions
  • Natural disasters
  • Incorrect or incomplete delivery information
  • Customs inspection or clearance, including for orders shipped to Canada
  • Other circumstances affecting transportation or delivery networks

Orders to Alaska, Hawaii, APO/FPO addresses, PO Boxes, Canada's northern territories, and other remote locations may require additional transit time.

If we become aware of a significant issue affecting your order, we will take reasonable steps to assist you.

Nothing in this section is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.

9. Order Tracking

When your order ships, you will normally receive a shipping confirmation email containing your tracking number or tracking information.

Tracking information may take up to 24 hours after shipment to appear or update in the carrier's system.

For orders shipped to Canada, tracking may pause briefly while the parcel is in customs or being transferred to the final delivery carrier.

You can use the tracking information provided to monitor your shipment.

If you experience an issue with your tracking information, please contact us at contact@sunnypebble.com.

10. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully check:

  • Recipient name
  • Street address
  • Apartment or suite number
  • City
  • State (U.S.) or province/territory (Canada)
  • ZIP code (U.S.) or postal code (Canada)
  • Phone number
  • Other relevant delivery information

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

11. Address Changes Before Shipment

If your order has not yet shipped, email contact@sunnypebble.com or call (302) 464-8477 as soon as possible.

We will make reasonable efforts to update the address before shipment.

We cannot guarantee that an address can be changed once an order has entered the fulfillment or shipping process.

Orders cannot be redirected from one country to another after they have been placed. If you need delivery to a different country we ship to, please contact us so we can cancel the order before shipment and you can place a new order.

12. Address Changes After Shipment

Once an order has shipped, we generally cannot change its delivery address.

You may contact the applicable shipping carrier using your tracking information to determine whether any delivery-management options are available.

Carrier restrictions and fees may apply.

13. Incorrect or Incomplete Addresses

If a package cannot be delivered and is returned because the customer provided an incorrect or incomplete address, such as a missing apartment or suite number, please contact us.

Where the delivery problem was caused by incorrect information supplied with the order, we may offer to:

  • Reship the order, with reasonable reshipping charges payable by the customer; or
  • Refund the eligible product amount after the package is returned to us, subject to reasonable carrier return charges where permitted by applicable law.

This does not apply where the delivery problem resulted from an error by SunnyPebble, Ruvli Limited, or the shipping carrier.

14. Marked Delivered but Not Received

If tracking shows your package as delivered but you cannot locate it:

  • Check around the delivery location.
  • Check with household members, neighbors, building management, reception, or mailroom staff where applicable.
  • Check whether the carrier left a notice to collect the parcel from a local post office or pickup point.
  • Verify the shipping address on your order.
  • Review the tracking information for additional delivery details.
  • Contact the applicable shipping carrier where appropriate.
  • Contact us if the package still cannot be located.

We recommend contacting us within 48 hours after the package is marked delivered so we can assist with the investigation as quickly as possible.

The 48-hour period is a recommended reporting timeframe and does not remove any mandatory rights or remedies available under applicable law.

15. Damaged Packages

If an order arrives damaged, do not use a product that appears damaged or unsafe.

Please contact us as soon as reasonably possible.

We recommend reporting transit damage within 48 hours of delivery so that we can investigate promptly.

Please provide photographs showing, where applicable:

  • The damaged product
  • The outer shipping package
  • Relevant sides of the package
  • The shipping label
  • Any visible shipping damage

Depending on the circumstances, we will provide an appropriate replacement, refund, or other remedy.

The requested 48-hour reporting period does not exclude or restrict mandatory consumer rights that may otherwise apply.

16. Lost Packages

If tracking indicates that a shipment may be lost, please contact us.

We may investigate the shipment with the applicable carrier or delivery partner. For orders shipped to Canada, a parcel being held for customs clearance is not considered lost.

If the parcel is confirmed as lost in transit, we will provide an appropriate replacement or refund.

Customers will not be required to pay for a replacement shipment where the original package was lost in transit through no fault of the customer.

17. Refused or Unclaimed Packages

If a package is refused or remains unclaimed and is returned, please contact customer service.

Where the refusal or failure to collect the package was not caused by us, the carrier, a damaged shipment, or another issue giving rise to an applicable consumer remedy, reasonable return or reshipping costs may apply where permitted by law. This includes Canadian orders refused because the recipient declined to pay import duties, taxes, or brokerage fees that were disclosed before purchase.

18. Shipping & Return Addresses

Our Hong Kong registered office is our corporate registered address and should not automatically be used as a product return address.

Please do not send returns or undeliverable products to the registered office unless we specifically instruct you to do so.

For a return, contact contact@sunnypebble.com first. We will provide the appropriate return instructions and return address. Return instructions may differ for customers in the United States and Canada.

Please review our Return & Refund Policy for complete return procedures.

19. Applicable Consumer Rights

Ruvli Limited is incorporated in Hong Kong, while SunnyPebble currently sells and ships products to customers in the United States and Canada.

Nothing in this Shipping Policy is intended to exclude, restrict, or limit any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law, including the consumer protection laws of your U.S. state or Canadian province or territory.

Where mandatory consumer protection requirements apply to a customer's transaction, those requirements will continue to apply notwithstanding anything in this policy.

20. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to shipping methods, carriers, rates, business practices, or applicable requirements.

When changes are made, the "Last updated" date at the top of this page will be updated.

Changes will apply prospectively unless otherwise required by applicable law.

21. Contact Us

For questions about shipping, tracking, delivery, customs, or an existing order, contact:

Ruvli Limited
CR Number: 80492637

Registered Office:
Unit 903, 9/F., Cameron Commercial Centre
458–468 Hennessy Road
Causeway Bay, Hong Kong

Customer Service:
Email: contact@sunnypebble.com
Phone: (302) 464-8477
Hours: Monday–Friday, 9:00 AM–5:00 PM ET