This Shipping & Delivery Policy explains the order processing time, shipping destinations, shipping methods, delivery estimates, shipping costs, customs duties, tracking, delays, and other delivery-related matters for purchases made through ROQIFY.
1. Order Processing Time
Orders are normally processed and prepared for shipment within 48 hours after payment is successfully confirmed.
Orders may be processed daily. However, carrier collection schedules may vary on weekends, public holidays, or during peak shopping periods.
Processing time may be extended if:
-
The shipping address is incomplete or incorrect
-
The selected product is temporarily unavailable
-
Additional product or address confirmation is required
-
The order contains oversized or restricted items
-
The order is placed during a public holiday or peak shopping period
If an order cannot be shipped within the normal processing time, we will contact the customer by email at the address provided with the order.
2. Shipping Origin
Most ROQIFY orders are shipped from China.
Depending on product availability, destination country, and logistics arrangements, certain orders may be shipped from another available warehouse or fulfillment location.
3. Shipping Destinations
We currently accept orders for the following destinations, subject to product restrictions and carrier availability:
-
United States
-
Canada
-
United Kingdom
-
Europe: Germany, Italy, Spain, the Netherlands, Belgium, Sweden, Norway, Finland, Poland, and Portugal
-
East Asia: Japan, South Korea, and Mongolia
-
Southeast Asia: Singapore, Malaysia, Thailand, Vietnam, Indonesia, the Philippines, Brunei, Cambodia, Laos, Myanmar, and Timor-Leste
-
South Asia: India, Pakistan, Bangladesh, Sri Lanka, Nepal, Bhutan, the Maldives, and Afghanistan
-
Central Asia: Kazakhstan, Uzbekistan, Kyrgyzstan, Turkmenistan, and Tajikistan
-
Middle East: Saudi Arabia, the United Arab Emirates, Qatar, Kuwait, Bahrain, Oman, Yemen, Iraq, Lebanon, Jordan, Israel, Palestine, Türkiye, Cyprus, Armenia, Azerbaijan, and Georgia
Actual delivery availability is determined by the customer’s shipping address, product type, package size, and available shipping services at checkout.
Some countries or regions may be temporarily unavailable because of carrier restrictions, customs requirements, local regulations, or service interruptions.
4. Shipping Methods
Available methods depend on the product and destination. The options may include tracked standard shipping, express shipping, and economy or sea shipping for selected larger items. We use Cainiao and other trackable international carriers where appropriate; the carrier and local delivery partner may vary by route.
The shipping choices available for your exact cart are shown at checkout. Please contact us before ordering if you need a specific service or urgent delivery.
5. Shipping Costs and Free Shipping
Shipping charges depend on the product, destination, package size and weight, and available route. Your applicable rate is displayed at checkout before payment. Some items and destinations have a $0 standard-shipping option; a $0.10 rate is a paid rate and is not described as free shipping.
For eligible items using our general shipping schedule, the current order-value thresholds for a $0 standard-shipping rate are:
United States, United Kingdom, selected European countries, and selected Southeast Asian countries: $99.
Canada and Australia: $129.
Selected Middle Eastern countries: $149.
Selected Central Asian countries: $200.
These thresholds do not apply to every product. Many products have their own shipping prices and methods, and mixed carts can combine charges. The exact product, destination, and shipping choice at checkout determine whether a $0 rate is available. There is no storewide free-shipping threshold.
Remote-area, oversized-item, or special-handling charges may apply in exceptional cases. If a charge is identified after payment, we will contact you before dispatch. You may approve the charge or cancel the affected unshipped order for a full refund. We will not collect an additional amount without your consent.
6. Estimated Delivery Time
Transit time starts after dispatch and is separate from the usual processing time of up to 48 hours. It varies by product, destination, postal code, and service. The estimate shown for the shipping option available to your cart at checkout takes precedence over the broad ranges below:
Express routes, where offered: approximately 2–13 business days.
Other standard or basic routes: approximately 4–44 business days.
Economy or sea routes for selected larger items: approximately 30–60 business days.
Not every method is offered for every product or region. These are estimates, not guaranteed delivery dates. Customs clearance, holidays, weather, remote-area delivery, local carrier operations, transportation disruption, and public-health related logistics restrictions may cause delays.
7. Customs Duties, VAT, and Import Taxes
Unless otherwise stated at checkout, international orders are shipped under DAP terms.
Under DAP terms, ROQIFY arranges transportation to the destination, while the recipient is responsible for import customs clearance and any applicable:
-
Import duties
-
VAT or sales taxes
-
Customs processing fees
-
Brokerage fees
-
Local handling charges
-
Other destination-country charges
These charges are determined by the destination country and are not controlled by ROQIFY.
Customers are responsible for understanding the import requirements of their country before placing an order.
If a parcel is rejected, abandoned, or returned because the customer refuses to pay applicable import charges, the resulting return shipping costs, customs fees, or other expenses may be deducted from the refund where permitted by applicable law.
8. Order Tracking
Tracking information will normally be provided after the order has been shipped.
Customers may receive tracking information by email, through the customer account, or on the order-status page.
Tracking information may take approximately 3–5 business days to display an update after shipment, especially while the parcel is being transferred between logistics providers.
Local tracking numbers may be assigned after the parcel arrives in the destination country.
9. Shipping Delays
International delivery dates cannot be guaranteed.
Delays may occur because of:
-
Customs inspection or customs clearance
-
Public holidays
-
Severe weather
-
Flight or transportation disruptions
-
Remote-area delivery
-
Incorrect or incomplete address information
-
Local postal or courier delays
-
Import restrictions
-
Events outside our reasonable control
If tracking has not updated for an extended period, please contact us. We will help check the shipment with the carrier.
10. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address, recipient name, postal code, email address, and phone number.
Please contact us as soon as possible if the shipping information needs to be changed.
We cannot guarantee that an address can be changed after the order has been processed or shipped.
If a parcel is delayed, returned, lost, or undeliverable because the customer provided an incorrect or incomplete address, additional shipping charges may be required for reshipment.
11. Lost, Damaged, or Undelivered Packages
If a package appears to be lost, damaged, or delivered incorrectly, please contact us and provide:
-
Order number
-
Recipient name
-
Tracking number
-
Description of the issue
-
Photos of the package, shipping label, and product, if applicable
We will contact the carrier and investigate the shipment.
If the carrier confirms that the parcel was lost or damaged during transportation, we will communicate with the customer and provide an appropriate solution, which may include:
-
Reshipment
-
Replacement
-
Partial refund
-
Full refund
The final solution will depend on the carrier investigation and the circumstances of the shipment.
12. Split Shipments
Orders containing multiple products may be shipped in separate packages because of product availability, package size, or logistics arrangements.
If an order is divided into multiple shipments, the customer may receive more than one tracking number.
No additional product charge will be imposed solely because an order is shipped in separate packages.
13. Order Cancellation
Orders may be cancelled before shipment.
Once an order has been shipped, it can no longer be cancelled and must follow our Return & Refund Policy after delivery.
Please contact us as soon as possible if you need to request a cancellation.
14. Contact Information
For shipping, delivery-time, shipping-fee, or tracking questions, please contact us:
Email: kitty@roqify.store
Business Hours: Monday–Friday