Shipping and Delivery
Some products might need glue, wax and/or batteries. These products are forbidden on regular international air shipping, and might not be included in your package. They can be replaced by any glue that works for wood and any wax.
We have three different fulfillment centers in the United States, Spain, and China. After your order is complete, it takes us 1-3 business days to process your order and get it ready for the shipping center. If there is a lack of inventory from your nearest location, we will ship your order from our main fulfillment center in China, where we stock a large quantity and style of the products. We make the biggest effort to send your items from your nearest location, but expect your product to be shipped from our main fulfillment center in China; expected time to receive your order 2-5 weeks after order processing. Depending on your location and shipping options the shipping time could be more or less. If you have any question about shipping times, please send us an email to info@rokrpuzzles.com
Tracking
Once the order is shipped, please allow 3-7 business days for the tracking number to be fully updated on the post office system. Please note that your order is actually on the way and there is no delay of the package rather than the tracking number status.
Order cancellation and refund
You are allowed to cancel your order every time it wasn’t shipped. Once shipped it cannot be cancelled. If you received your package with broken pieces or pieces were missing we will send you the parts . To be eligible for this, it must be within 5 days of arriving the product to your destination. We make our best efforts to package your item in the best manner so it arrives in perfect condition, we are not responsible if the outer package gets damaged due to the shipping as long as the inner pieces are in good conditions.
Wrong address
It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately if you believe you have provided a wrong shipping address.
Lost or stolen package
We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it to your respective shipping carrier. If you have any further questions on how to do this, please reach out to our customer support team.
Shipping times on abnormal situations
Shipping times may vary and it may take up to 40 business days for orders to arrive due to rare occasions like holidays and unexpected natural and political events. By making a purchase on this website you agree to not file a chargeback or a dispute for any reason within 40 business days of making a purchase.
You agree to send us an email to info@rokrpuzzles.com to resolve any payment issues you may encounter with us and you agree to wait 40 business days before contacting your bank, payment transaction processor or payment gateway to file a chargeback or a dispute.
You agree to be liable for damages and business losses due to chargebacks or disputes made by you within 40 business days of your purchase and you also agree to appear in small claims court and be liable for our attorney’s fees.
If your order or products fail to arrive and you have evidence that you’ve reached us via the email mentioned above and we did not get back to you or help you with a return or a refund request within 40 business days of your purchase, you may file a dispute or a chargeback with no liability.
Contact Us
If you have any questions about this Privacy Policy, please contact us by e‑mail at info@rokrpuzzles.com.
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