Frequently Asked Questions
Orders
Payment Method
We are accepting major credit cards payment like Visa, Mastercard, American Express, many more.
We also accept Shoppay, Gpay, Apple pay, Amazon pay, and Paypal.
Canceling Order
Yes, the cancellation request must be sent to us in 24 hours, more than 24 hours, we can not cancel your order. Please contact support@rocyi.com to cancel your order.
Shipping
Order Processing Time
Once we receive your order until the time we ship the package, usually it takes between 1-6 business days.
Do You Ship Internationally?
Yes, we do provide free worldwide shipping to most of countries like USA, Euro, and Asian countries. However there are some countries we will charge small additional shipping cost that will be calculated in checkout.
Delivery Time
We have multiple warehouse,so your orders may be shipped separately to reduce the weight and to provide you free shipment.
Once you get the notification that your orders have been shipped, you will be provided with the tracking number.
You will receive your item in approximately 15-20 days for these.
Countries :
USA, Canada, Australia, France, Germany, United Kingdom, New Zealand, Japan, South Korea.
25-30 days for these Europe countries:
Austria, Belgium, Bulgaria, Czech Republic, Cyprus, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
20-35 days for these Asian Countries:
Indonesia, Thailand, Philippines, Singapore, Malaysia, Vietnam.
30-60 days Maximum for deliveries to:
India, Brazil, Mexico, South Africa, and other countries.
If you do not see your country listed, and you want to make sure the delivery time, you could contact us support@fanfreakz.com
I have not received my orders
Please do not worry, you could always contact us when there is a problem in the shipment. The delay is normal due to the COVID 19
IMPORTANT: We are not responsible if a package is undeliverable because of:
1.Missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error in your shipping details, kindly e-mail us at support@rocyi.com as soon as possible.
2.You are not responding to the customs or our email to contact the customs or your local post office about your package’s clearance.
We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS or to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges incurred.
Custom Duty and Tax
The customers will be responsible for the import customs duty and tax in their country. We do not responsible with the failure of delivery if you refuse to pay any duty or tax that are required in your country.
Return and Refund
Return
Our policy lasts for 7days. If 7 days have gone by since you have received your item, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.Late or missing refunds (if eligible)If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at support@rocyi.com.
If the product significantly different or broken, and We can discuss refund with these 3 options
1. You can either keep the item & receive a partial refund.
2. Return it and get Full Refund. You are responsible for the shipping cost of the return.
3. We send reshipment for new item for you without paying again. 4. You do not receive your orders more than 60 days, which the orders might be lost during the shipment since the tracking are not updating anymore.
All refund & return request must be made within 7 days after the product is delivered or after on-time delivery period.
Right now we also requiring Paypal Account to refund.
Please provide the purchase proof & Paypal email address so I can transfer your refund. buyer must pay the Overseas fee of Paypal ( if there is ).
You are not eligible for an on-time delivery refund if:
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
2. Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by a natural disaster).
3. Other exceptional circumstances outside the control.
You are not eligible for Refund if:
1. You make wrong orders and we have shipped your orders.
2. You make wrong orders and you do not want to return the item ( Buyer must pay for the return shipping since they are asking for exchange for the items, this might happens usually for the item which has variants of size, that is why we always encourage buyer to check our sizing chart very carefully before making the orders to avoid any different perception of sizing standard for some countries or manufacturers ).
3. You change your mind after the orders reach your country and asking for return.
4. Wrong address caused the fail delivery
No Return and No Refund
For Customized item, we can not accept return & refund, thanks for your understanding!
Return and Exchange
We only replace items if they are defective, or damaged when you received the item. If you need to exchange it for the same item, send us an email at support@rocyi.com, and we will provide you our return address in China ( for exchange purpose ). We suggest you that, it is better that you contacting us first to solve this issue.
We could not help you with your claim if it is more than 7 days after you have received the item.
When your exchange request is granted
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
There will be a shipping cost for the reshipment of your exchange request, it will be $30/per item. We can not give you free shipping for exchange service.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance, or we don’t guarantee that we will receive your returned item, and you must also declare the item value as $20 to avoid the customs tax, when we receive your return item.