Frequently Asked Questions

Welcome to the Rozoze Help Center. Below are answers to common questions about ordering,
production, shipping, tracking, cancellations, returns, refunds, payments, and customer support.

Please review this page carefully before placing an order. Because most of our products are made on demand,
certain changes, cancellations, returns, and refunds may be limited once an order has been processed.

Before You Place Your Order

1. Are your products made to order?

Yes. Most products sold by Rozoze are made on demand. This means your item is produced specifically
for your order after your purchase is placed.

Because our products are custom-produced, please review all product details, size charts, colors, designs,
personalization information, and shipping details carefully before completing checkout.

2. How much does shipping cost?

Shipping costs may vary depending on your shipping destination, the number of items in your order, product type,
and available shipping method at checkout.

Any applicable shipping fee will be shown during checkout before you complete your purchase.
Shipping fees are non-refundable once an order has been shipped, unless otherwise required by law or unless the issue
was caused by our confirmed error.

3. How long does it take to process my order?

Orders usually begin processing within 24 hours after purchase. Production time varies depending on product type,
order volume, customization requirements, and seasonal demand.

• 2D Apparel: 1–2 business days
• 3D Apparel: 2–6 business days
• Footwear, Rugs, and Blankets: 6–10 business days
• Leather Handbags: 12–15 business days

These timeframes are estimates only and are not guaranteed. Delays may occur during holidays, high-volume periods,
supply shortages, or circumstances outside our control.

4. How long does shipping take?

Estimated delivery time begins after your order has completed production and has been handed over to the shipping carrier.
Production time and shipping time are separate.

• United States: 10–15 business days after shipment
• International Orders: 15–25 business days after shipment

Delivery times are estimates only and may vary depending on destination, customs clearance, carrier workload,
holidays, weather conditions, and other third-party factors.

5. What size should I order?

Please check the size chart on the product page before placing your order. Customers are responsible for selecting
the correct size based on the measurements provided.

For footwear products, sizing may differ slightly from standard shoe sizes. Please carefully check the insole length
and size chart before ordering.

Because our products are made on demand, we do not accept returns, refunds, replacements, or exchanges due to incorrect
size selection by the customer.

6. Will the product color look exactly like the image on my screen?

Product colors may appear slightly different due to screen settings, device display, lighting conditions,
and production methods. Minor color differences are not considered defects.

7. I am having issues placing an order. What should I do?

If you are unable to place an order, please contact our Customer Support team at [email protected].
Please include a description of the issue, any error message you see, and the product you are trying to order.

Order Status and Tracking

8. How can I check the status of my order?

Once your order is placed, you should receive an order confirmation email. When your order ships, tracking information
will be sent to the email address provided at checkout, if tracking is available.

You may also contact us at [email protected] with your order number if you need help checking your order status.

9. Why is my order still in production?

Some products require more time to produce, especially custom, personalized, footwear, rug, blanket, or handbag items.
Production times may also be affected by order volume, holidays, and supply conditions.

If your order is still within the estimated production timeframe, this is normal and does not mean your order has been forgotten.

10. Why is my tracking number not working?

Tracking numbers may take several days to update after shipment. This is especially common during international transit,
customs processing, or carrier handoff.

If your tracking number does not update immediately, please allow additional time for the carrier system to refresh.
Tracking delays do not necessarily mean the package is lost.

11. What should I do if my order is delayed?

Shipping delays may occur due to carrier workload, customs clearance, holidays, weather conditions, local postal delays,
or other circumstances outside our control.

If your order is significantly delayed beyond the estimated delivery timeframe, please contact us at
[email protected] with your order number so we can review the situation.

12. What if tracking says delivered but I did not receive my package?

If the shipping carrier confirms that the package was delivered, the order will be considered fulfilled.
We are not responsible for lost, stolen, or missing packages after confirmed delivery.

Please check with neighbors, household members, building management, front desk staff, your local post office,
or the shipping carrier directly.

Changing or Canceling an Order

13. Can I modify my order?

Modification requests may only be accepted within 12 hours of placing your order, and only if the order
has not yet entered production.

Possible changes may include size, color, design, personalization details, or shipping address. However, submitting a request
within 12 hours does not guarantee that the change can be made.

14. Can I cancel my order?

Cancellation requests may only be accepted within 12 hours of placing your order.
After this period, your order may already be processed, sent to production, or prepared for fulfillment.

Once production has started, cancellation may no longer be possible because the product is being made specifically for your order.

15. Can I cancel my order after it has shipped?

No. Once an order has shipped, it cannot be canceled or modified.
Shipping fees are non-refundable once the package has been handed over to the carrier.

16. What if I entered the wrong shipping address?

Customers are responsible for providing complete and accurate shipping information at checkout.
If you notice an address mistake, please contact us immediately at [email protected].

We can only update the shipping address if the order has not yet entered production or shipment processing.
We are not responsible for orders delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete address
provided by the customer.

Returns, Refunds, and Replacements

17. What is your return policy?

Because our products are made on demand, we do not accept returns, refunds, or exchanges for change of mind,
incorrect size selection, incorrect color selection, incorrect design selection, incorrect product selection,
or other customer errors.

Return, refund, or replacement requests are only accepted if the item received is damaged, defective, incorrect,
or significantly different from your order.

18. How long do I have to report an issue?

If your item has an issue, you must contact us within 3 days of delivery.
Requests submitted after 3 days from the delivery date may not be accepted.

19. What evidence do I need to provide for a damaged, defective, or wrong item?

To help us review your request, please provide your order number, a clear description of the issue,
and clear photos or videos showing the defect, damage, incorrect item, or problem with the product.

Claims without clear evidence may be declined. We reserve the right to determine whether an item qualifies for a refund,
replacement, or other solution based on the evidence provided.

20. Can I return or exchange an item if I ordered the wrong size?

No. Customers are responsible for selecting the correct size before placing an order.
Since our products are made on demand, we do not accept returns, exchanges, refunds, or replacements due to incorrect size selection.

21. Can I return an item if I changed my mind?

No. We do not accept returns, refunds, or exchanges due to change of mind after an order has been placed or processed.

22. Do I need to contact you before returning an item?

Yes. Please do not return any item without contacting us first. Return packages sent without our prior confirmation
or return instructions may be refused, rejected, or not eligible for refund or replacement.

23. Who pays for return shipping?

Customers are responsible for return shipping costs unless the return is required due to an error confirmed by us,
such as a defective item, damaged item, or wrong item being delivered.

24. Are shipping fees refundable?

Shipping fees are non-refundable once an order has been shipped, unless otherwise required by law or unless the issue
was caused by our confirmed error.

Payment

25. What payment methods do you accept?

Available payment methods may be shown at checkout and may include major credit cards, debit cards, PayPal,
or other supported payment options depending on your location and our payment providers.

26. Is my payment secure?

We take payment security seriously. Payments are processed through secure third-party payment providers.
We do not directly store full credit card numbers or full payment credentials on our website.

Our website may use secure encryption technology to help protect information transmitted during checkout.

27. Why was my payment declined?

Payments may be declined by your bank, card issuer, or payment provider for various reasons, including insufficient funds,
incorrect payment information, security checks, or restrictions on online/international purchases.

Please contact your bank or payment provider for more information, or try another payment method.

28. Is my card charged immediately after I place an order?

In most cases, payment is processed when you place your order. Your bank or payment provider may initially show the transaction
as pending or authorized before it appears as a completed charge.

Custom Products and User-Submitted Content

29. What should I check before submitting a personalized order?

Please carefully check all personalization details before placing your order, including names, dates, text, spelling,
uploaded images, product style, color, and size.

We are not responsible for customer-submitted errors after the order has been processed or entered production.

30. What happens if I upload a low-quality image?

Customers are responsible for uploading suitable and high-quality images for personalized products.
Low-resolution, blurry, cropped, dark, or incorrect images may affect the final print result.

We may not be able to offer a refund or replacement if the final product issue is caused by a low-quality or incorrect image
submitted by the customer.

Contact and Support

31. How do I contact customer support?

If you need help with an order, product, payment, tracking, return, refund, replacement, or cancellation request,
please contact our Customer Support team using the information below.

To help us assist you faster, please include your order number, the email address used at checkout,
and a clear description of your request.