GENERAL QUESTIONS

Do you sell Used or Refurbished items?

We only sells items in Brand new condition and all items are 100% genuine.

What payment methods can I use?

We currently accept payment via PayPal only.

How long is your return period?

We offer a 14 days return policy. For details, please check to the“Return & Refund” page.

Can I cancel the order if I change mind?

Yes, if you would like to cancel your order, please contact us by submitting a support ticket to inform us of the cancellation. We only accept orders to be cancelled when they are still in the processing status and the order has not been packed yet.

What are your working hours?

Our Customer Support service hours are 9:30– 18:00 (GMT+8) on Monday – Friday. (Excluding US public holidays)

How long will it take before I receive my order after placing it?

Normally, the order handling time is 2-4 business days and the delivery time is around 3-10 business days various by countries. Please note that the order delivery time varies from country to country, you may refer to the “Shipping & Delivery” page for details.

Do you provide Free Shipping?

We offer free shipping to USA & United Kingdom for orders starting at a certain order amount. For Australia and New Zealand, we charge A$15 for all orders. Please refer to the page “Shipping & Delivery” for further details.

PAYMENT INFORMATION

If I haven’t received the parcel after waiting for 2 weeks, what should I do?

This shall rarely happen, however if it does, you should first check the tracking information by the tracking number we provide in the Shipment Email. If the shipment status has no update or you would like to locate your shipment, please contact our Support Team and we will help you to make an inquiry with the courier. We highly recommended you choose the Insured Shipping Method for your order in order to protect any loss of your parcel during in transit.

Do you ship with trackable service?

Yes, all orders are trackable.

How long is the refund process?

Upon receiving your return parcel, our Technical Team will inspect the parcel or goods to make sure the return or goods meet all the Terms and Conditions, please expect the refund process to be arranged within 14 business days after the goods has returned to our USA warehouse.

Do you cover the return shipment costs?

We only cover the return fee when the return is caused by the goods being defective, faulty, DOA (Dead on Arrival) or when a wrong item has been shipped. For any other return, including warranty return, the return shipping costs to the USA Return Center will be borne by the customer.

Are all products able to return within 14 days?

Most of our items are covered by our 14 Days Return Policy, however, due to health and hygiene issues, personal and health care products (shavers, facial massagers etc.), headphones and earphones are excluded from this return policy.

How long do I have to return the item to you?

We allow you to return the goods to our Return Center with (trackable shipping service) within 14 calendar days from the date your request has been authorized. For any return that did not met the date specified above, Roz Empire reverses the final right to reject your case.