FAQ

Frequently Asked Questions

Where do you ship from?

At Brivoy, we work with a network of trusted suppliers and fulfillment centers located primarily in the United States, with additional facilities in Europe and Asia. Your lawn care equipment will ship from the warehouse closest to your location to ensure faster delivery times and reduced shipping costs. The specific shipping origin will be indicated in your order confirmation email along with tracking information.

How long does shipping take?

Standard shipping typically takes 5-10 business days for domestic orders within the United States. Express shipping options are available for 2-5 business days delivery. International orders may take 7-21 business days depending on your location and local customs processing. Please note that delivery times may vary during peak seasons or due to unforeseen circumstances. We'll always provide you with a tracking number so you can monitor your lawn care equipment's journey to your door.

How do I track my order?

Once your order ships, you'll receive an email confirmation with a tracking number and direct link to track your package. You can also log into your Brivoy account and view your order status in the "My Orders" section. Simply click on your order number to see real-time tracking updates. If you can't locate your tracking information, please contact our customer support team with your order number.

Can I cancel or change my order?

We understand plans change! You can cancel or modify your order within 24 hours of placing it, provided it hasn't been shipped yet. To make changes, please contact our customer support team immediately with your order number. Once an order has been processed and shipped, we cannot make modifications, but you may return the items according to our return policy. We process orders quickly to get your lawn care equipment to you fast, so please reach out as soon as possible.

What is your return/refund policy?

Brivoy offers a 30-day return policy on all lawn care equipment. Items must be returned in their original condition, unused, and in original packaging. To initiate a return, contact our support team for a return authorization number. Customers are responsible for return shipping costs unless the item was defective or incorrectly shipped. Refunds will be processed within 5-7 business days after we receive and inspect the returned item. Original shipping costs are non-refundable except in cases of our error.

What if my item arrives damaged?

We take great care in packaging your lawn care equipment, but sometimes damage can occur during transit. If your item arrives damaged, please contact us within 48 hours of delivery with photos of the damage and your order number. We'll immediately arrange for a replacement or full refund at no cost to you. Do not return damaged items without first contacting our support team, as we may need to file a claim with the shipping carrier.

Do you offer exchanges?

Yes, we offer exchanges within our 30-day return window. If you need to exchange your lawn care equipment for a different size, model, or color, please contact our customer support team to initiate the exchange process. You'll receive a prepaid return label, and once we receive your original item in good condition, we'll ship your replacement. Please note that if there's a price difference, you may need to pay additional costs or receive a partial refund.

Why is my tracking not updating?

Tracking information can sometimes experience delays in updating, especially during transit between facilities or during high shipping volumes. It's common for tracking to show no updates for 24-48 hours, particularly over weekends. If your tracking hasn't updated for more than 3 business days, or if the last update shows your package as "stuck" in one location for an extended period, please contact our customer support team. We'll investigate with the carrier and provide you with an update on your lawn care equipment's status.

Do you ship internationally?

Yes, Brivoy ships to many countries worldwide! International shipping rates and delivery times vary by destination. Please note that international customers are responsible for any customs duties, taxes, or fees imposed by their country. These charges are not included in our shipping costs and are collected by your local customs office upon delivery. Some lawn care equipment may have shipping restrictions to certain countries due to size or regulatory requirements.

How do I contact customer support?

Our friendly customer support team is here to help with any questions about your lawn care equipment purchase. You can reach us via email at support@brivoy.com or through our contact form on the website. We typically respond within 24 hours during business days (Monday-Friday, 9 AM - 6 PM EST). For urgent matters regarding damaged items or shipping issues, please mark your email as "URGENT" in the subject line, and we'll prioritize your request.