Shipping Details
General Questions
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at [insert your support email here] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost
Report Damaged Item
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at support@rozarose.com within a weeks’ time with photos of the
damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOR?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@rozarose.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!
WILL I BE CHARGED CUSTOMS FOR MY ORDER?
Additional customs and tax fees can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
HOW ARE YOUR PRODUCTS MADE?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!
HOW I CAN TRACK A PACKAGE?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at support@rozarose.com.
CAN I RETURN A PACKAGE?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at support@rozarose.com with photos of wrong/damaged
items and we’ll sort that out for you.
WHAT'S HAPPENING WITH MY ORDERS?
We’re routing orders to where they’ll be fulfilled most efficiently, whether that’s to one of our in-house branches or a backup facility. You can expect delays in fulfillment for some products.
WHAT IS ROZA ROSE DOING TO KEEP EMPLOYEES SAFE?
We have implemented company-wide work from home policies. Everybody who can has been working from home for the past few weeks.
Here’s what we’re doing to keep fulfillment teams safe:
We’re staggering shifts and maintaining a 6-foot distance between each station.
We set up partitions at tables in our break rooms.
Distributing PPE such as safety masks and gloves to all employees.
In Charlotte, we set up an on-site wellness clinic with health consultations available 24/7 over the phone.
We are committed to keeping our teams safe and we’ll continue to follow guidelines from the CDC, WHO, US Department of State, and local governments and health agencies.
WHY ARE SOME ORDERS BEING FULFILLED FASTER THAN OTHERS?
We try to fulfill products in the order that they come in, and usually, we’re able to do that. But now we’re experiencing unexpected Cyber Week volumes. We usually plan for peak season months in advance and spend time hiring new staff and installing more equipment, but we couldn’t do that now. With social distancing measures in place, it’s extremely hard to scale up production and hire people as quickly as we need to. To manage our order queue, we route orders to whichever facility has more capacity. Fulfillment order depends on the product and where it’s routed to, so newer orders might get fulfilled faster if they’re routed to another facility.
WHAT'S THE FULFILLMENT ESTIMATE FOR ORDERS FULFILLED IN AUSTRALIA?
We work with 2 partner facilities to fulfill orders locally in Australia. Their fulfillment estimate is currently 1–3 business days. Shipping is estimated to take 2–5 business days.
Note that due to the Covid-19 outbreak in Victoria, fulfillment and shipping for non-apparel orders might experience a 1-day delay.
WHAT'S THE FULFILLMENT ESTIMATE FOR ORDERS FULFILLED IN JAPAN?
The fulfillment estimate for our partner facilities in Japan is currently 1–3 business days. Shipping is estimated to take 1–3 business days. There may be shipping delays due to Covid-19.