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    • Shipping policy

    COVID Shipping Disclaimer:  Due to the ongoing Corona virus Pandemic, shipping carriers are seeing unprecedented volumes of packages that at times are causing significant delays in the delivery of your packages. We are promptly tendering packages from our warehouse to our carriers in the promised time frames you see upon check out.

     

    However, you may experience delays in delivery from your local carrier that is outside of our control. Due to these delays, we will ask you to please wait one month for delivery for China packages and 2 1/2 months for international packages before applying for our free coverage for missing, damaged, lost/stolen packages. We thank you in advance for your patience and understanding as we work to get your goods to you as fast as possible during these difficult times.

     

    Times and Instructions

     

     

    International Orders: Unless you choose our premium ( UPS, FedEx, DHL )shipping options, international shipments are shipped via the China Postal Service.

     

    However, typically it is the local postal operator (Not UPS, FedEx, DHL, etc.). We also may not speak the local language and, therefore, cannot contact your local carrier. If any delivery issues occur, our shipping protection still applies, but we will ask you to work with us in finding out all information from your local carrier regarding the shipment prior to us refunding or reshipping the order. We are happy to provide copies of all shipping labels and tracking numbers to assist with your research.   

     

    If ordering outside of the China, please note that all pricing displayed on our website does not include import duties and customs fees. You may receive a bill from your local government to cover these fees upon receiving a shipment. Rooth Quiet Life is not responsible for any of these costs and must be covered by the customer. 

     

    Domestic Orders:

    We promise to tender to the S.F packages in the time frame quoted and with the shipping service as stated at checkout. However, we have no control past that point as to the S.F's shipping speed and delivery manner. 

     

    In general, the S.F Office is very reliable with delivery and shipping speeds, but unfortunately, packages may get delayed for one reason or another once in a while. Once the package is in the S.F's possession, we cannot speed up delivery or forward requests for the courier to deliver at a particular time of day or location. We appreciate your patience and willingness to work with the S.F in receiving your package, albeit it may not be at the time or place you'd prefer.   

     

     

    Lost/Damaged/Stolen Package(s)

     

    Rooth Quiet Life is committed to providing you with prompt, friendly customer service and will work to ensure that we dispatch your purchase as quickly as possible.

    Rooth Quiet Life takes the utmost care in safely and accurately packing our products from our warehouse Zhuhai, China. Despite our best efforts, after packages leave our warehouse, occasionally they will be lost, stolen, damaged, or go missing while in transit to our customers. 

     

    If any of the above problems arise, we will work with you to obtain a refund or reshipment of your package. This offer is only valid within 45 days of the marked shipped date of the package. Any requests for coverage that are sent after this 45 day period may be denied. 

    ***Note: This time frame is temporarily extended from 45 days to 60 days due to the coronavirus pandemic.***

     

    If the item is marked as "delivered," but the customer does not receive the item, we must be contacted at most ten (10) days after the day the package is marked as "delivered" via tracking to be eligible for coverage. The customer agrees that any re-shipments will be sent to the same address, and will include signature confirmation to ensure delivery. 

     

    Order with the confidence that if any of the above scenarios occur with the delivery of your package, it will be covered! Please note our coverage is subject to the "Invalid or Incorrect Addresses" and "International Orders" policies.

     

     

    CANCELLATION POLICY

     

    Our system is designed to fill orders and get them on their way to you as quickly as possible, which prevents us from making changes to your order after it is placed.

     

    Therefore, all order details and total amounts paid are final once the order is placed. We ask you to please double check all names, addresses, promo codes, items ordered, and other details at checkout before purchasing to confirm they are correct. If there are any errors in your information provided, please contact us ASAP, and we will try our best to change it before shipping. We cannot promise any changes will be made, but we will put our best effort into making it happen. We will hold your order, and follow up, for 3 business days maximum before shipping your order out. In stock items normally ship within 3 working days after an order has been placed. We will accept cancellation of your order for items that have not shipped.

     

    Once an item has shipped, cancellation is not possible - at this point it becomes a return. For obvious reasons, Custom and special-order items cannot be canceled.

     

     

    Invalid or Incorrect Addresses and Failure to Pick Up Package(s)

    If an order is returned to our facility due to an invalid address, or is delivered to the wrong location due to an incorrect address submitted at the time the order is placed, a reshipping fee (the fee will be dependant upon the weight and destination of the package) will apply to modify the address and reship it out to the correct address.

     

    We reserve the right to place signature confirmation on all re-shipments to ensure it safely arrives at its final destination. Alternatively, the customer also may receive a refund after our fulfillment costs are deducted.

     

    The policy above also applies to orders which are returned to our location due to failure by the customer to pick up a package placed on hold by the shipping carrier. 

     

    CUSTOMER SERVICE FAQ

     

    Where is my order?

     

    We endeavor to deliver your order within the stated 3 working days, however sometimes this may take longer. If this is the case, someone from our team will contact you, unless the delay is due to circumstances beyond our control. You will receive an email notification when your order is shipped.

     

    I have received the wrong item. What do I do?

     

    If you have received the wrong item, please inform us as soon as possible via email and we will be happy to make an exchange and pay postage costs for returning the item.

     

    I think the product I bought is faulty. What do I do?

     

    We would recommend getting in contact with us via email with a photo of the fault and date of purchase. This will then be assessed by our warranty team and we will be in touch with an outcome for you.

     

     

    CONTACT US

     

    If you have any general questions or feedback for us, we would love to hear from you. Please contact us at rooth.zhan@elcustom.com and we will endeavour to get back to you within 48 hours.

     

    Please note that during peak season times may vary.