Frequently Asked Questions

How much is shipping?

Shipping is free on every order to Australia. We ship directly from our overseas warehouse, so there is no minimum spend and no hidden fees.

How long does delivery take?

Standard delivery usually takes 5 to 10 business days, unless there are unexpected delays. We keep you updated every step of the way.

How do I track my order?

Once your order ships, you receive a confirmation email with a direct tracking link.

Does the RIVA ONE fit my shower?

Yes. The RIVA ONE screws onto standard Australian 1/2 inch BSP shower arms, which is the fitting used in almost every Australian bathroom. Installation takes minutes by hand. No plumber, no tools, no drilling.

How often do I replace the filter?

We recommend swapping in a fresh RIVA Refill Core every 3 months for full filtration performance. Households with very hard water or heavy daily use can change a little sooner.

How does the Filter Club work?

Filter Club delivers a fresh RIVA Refill Core to your door every 3 months for $44.95, with free shipping across Australia. Your first refill box is free. You can skip a delivery, pause, or cancel anytime, with no lock-in and no cancellation fee.

What is the 60-day risk-free trial?

Try the RIVA ONE for a full 60 days. If you are not happy, return it within 60 days of receiving your order for a full refund. Just email info@rivaaustralia.com and we will send you the return instructions.

Why isn't there an invoice in my parcel?

To reduce paper waste, we send order receipts by email only. Please note we do not provide Tax Invoices, as we are a Hong Kong-based entity and do not hold an ABN. If you need a copy of your order receipt, contact our support team and we will send it over.

Can I cancel my order?

Once an order is placed it cannot be cancelled, because our streamlined logistics process means most packages are already being prepared or shipped. But do not worry. If you are not happy with your purchase, you can simply return it for a full refund. Message our support team at info@rivaaustralia.com and we will find a solution.

Can I return or exchange my order?

Absolutely. If you are not happy with your order, you have a 60-day return window. Let us know the reason and we will sort it out.

What payment methods do you accept?

We currently accept credit cards, PayPal and Apple Pay.

Will I be charged a currency conversion fee?

All prices and payments are in Australian dollars (AUD). Because RIVA is operated by Happy Cart Limited, a Hong Kong-registered entity, some banks treat the payment as an international transaction and may apply a fee. These fees are set by your bank and are outside our control. If you want the exact amount, check with your card provider before ordering.

Will everything arrive in one package?

Larger orders are sometimes split into multiple parcels, depending on stock levels. No worries, you get tracking info for each one.

Is my online order secure?

Yes, 100%. All payments are SSL encrypted and processed securely through our payment providers. We never store any payment details on our end.

For anything else, reach out anytime. The RIVA support team is here to help.