Shipping policy
Effective date: November 14, 2026
This Shipping Policy explains how orders placed on the Ridge & Rook Watch Co. online store are processed and delivered. The store is operated by BVQ DIGITAL LLC, 8200 NW 41st Street, 2nd Floor, Doral, Florida 33166, United States (“Ridge & Rook”, “we”, “us”). Questions about shipping can be sent to support@ridgeandrook.com.
At a glance
- Free tracked shipping on every order: dispatched within 7 business days, usually 12–17 business days from order to door (15–20 to the United Kingdom).
- Import duties and taxes included for every country we ship to: nothing to pay on delivery.
- We ship to the United States, Canada, the United Kingdom, Australia, Japan, New Zealand and 25 European Union countries (full list below).
- Tracking link by email as soon as your order ships.
- Lost parcels are replaced or refunded in full.
1. Where we ship
We only ship to countries where you will have nothing to pay on delivery: either we pay import duties and taxes in advance, or, for Australia, your parcel is below the threshold for import duty and GST. We currently ship to:
- North America: United States and Canada;
- United Kingdom;
- Asia-Pacific: Australia, Japan and New Zealand;
- European Union: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
We do not ship to other countries at this time, and the checkout only accepts addresses in the countries above. We may add countries as duties-paid delivery becomes available, and this list will be updated when we do. If we cannot deliver to the address on an order, we will contact you and refund the order in full.
2. Shipping options and costs
| Option | Cost | Order to door |
|---|---|---|
| Free tracked shipping | Free | Usually 12–17 business days; United Kingdom: usually 15–20 business days |
Every order ships with tracking and with import duties and taxes included. We do not offer paid express shipping at this time. Business days are Monday to Friday, excluding public holidays.
3. How your order is fulfilled
Ridge & Rook works with an international fulfilment partner. When you place an order:
- your item is prepared by its manufacturer and delivered to our partner’s fulfilment warehouse in Asia;
- it is received there and checked against your order (model, colour and quantity), then packed for shipping;
- it is shipped directly from the warehouse to the address on your order.
Your card is charged when you place your order. Orders are dispatched within 7 business days. This time covers the preparation of your item by its manufacturer, its delivery to the warehouse, the check against your order and packing. If an item is delayed at its manufacturer or becomes unavailable after you order, we email you as soon as we know, with a new dispatch date; you can then wait or cancel for a full refund. If we cannot supply the item, we cancel it and refund it in full. Because your order travels internationally, it goes through customs in your country. Customs clearance is handled for you as part of our duties-paid service.
4. Delivery times
| Step | All other destinations | United Kingdom |
|---|---|---|
| Preparation, inspection and dispatch | Within 7 business days | Within 7 business days |
| Transit and customs | Usually 5–10 business days | Usually 8–13 business days |
| Total, order to door | Usually 12–17 business days | Usually 15–20 business days |
The estimated delivery window for your order is shown on every product page and in your bag. Delivery times are estimates, not guarantees: delays at the manufacturer, customs inspections, weather, carrier capacity, peak seasons and public holidays in the country of dispatch or destination can add a few days. If we expect a longer delay, for example around major holidays, we will say so on the store and by email.
5. Tracking your order
As soon as your order is dispatched, we email you a tracking number and link. Tracking can take up to 2 business days to show its first update. International parcels are often handed from one carrier to another; when that happens, the tracking page shows the local carrier and its tracking number for the final delivery.
6. Import duties and taxes
Orders to every country listed in section 1, except Australia, are shipped delivered duty paid. Import duties and import taxes for the destination country are included in the price you pay at checkout, and we take care of customs clearance. You will not be asked to pay anything on delivery.
Australia: under Australian rules, parcels valued up to AUD 1,000 are not charged import duty or GST on arrival, so there is nothing to pay on delivery.
In the rare case that a carrier or customs office asks you to pay import charges for your order, please email us with a photo or copy of the bill. We will reimburse the documented amount. We do not add taxes at checkout.
7. Addresses
We ship to residential and business addresses and to parcel forwarding services.
Our carriers cannot reliably reach P.O. boxes, military addresses (APO, FPO and DPO) or U.S. territories and freely associated states (Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, Micronesia, the Marshall Islands and Palau), so we do not ship to them. If an order is placed to one of these addresses, we email you to ask for another address or, if you prefer, cancel and refund the order in full before it ships.
If you use a parcel forwarding service, our delivery, duties-paid service and tracking cover the shipment to the forwarder’s address. Any onward shipment from the forwarder, and any duties or taxes on that onward shipment, are arranged between you and the forwarder.
Please check your address carefully at checkout. You can correct it by emailing us within 12 hours of placing your order, before dispatch. Parcels returned because of an incorrect or incomplete address are handled under section 9 of our Return and Refund Policy.
8. Orders with more than one item
Orders with several items may arrive in more than one parcel, at no extra cost. Each parcel has its own tracking number, which we send by email.
9. Delayed or lost parcels
If your tracking has not updated for 7 business days, or your parcel has not arrived 30 days after dispatch, email us with your order number. We open a claim with the carrier and, if the parcel is confirmed lost, we send a replacement or refund you in full, at your choice.
10. Marked as delivered but not received
If tracking shows your parcel as delivered but you have not received it, please first check with neighbours, your building reception or mailroom, your mailbox and any safe place where carriers usually leave parcels. If it is still missing, email us within 14 days of the delivery date shown in tracking.
We open an investigation with the carrier, which usually takes up to 10 business days, and keep you updated. If the investigation confirms the parcel was lost or not delivered to your address, we send a replacement or refund you in full.
11. Damaged parcels
If your parcel arrives damaged, keep the packaging and email us within 14 days of delivery with photos of the outer box, the shipping label and the item. We replace or refund the item and cover shipping both ways, as described in section 7 of our Return and Refund Policy.
12. Refused or unclaimed parcels
Parcels refused on delivery or not collected from the carrier or pickup point are returned to us and handled under section 9 of our Return and Refund Policy.
13. Order changes and cancellations
You can change or cancel an order by emailing us within 12 hours of placing it, as long as it has not been dispatched. After dispatch, orders can be returned under our Return and Refund Policy.
14. Contact
BVQ DIGITAL LLC, trading as Ridge & Rook Watch Co.
8200 NW 41st Street, 2nd Floor
Doral, Florida 33166
United States
Email: support@ridgeandrook.com
We reply within one business day, Monday to Friday.
