FAQ

Frequently Asked Questions (FAQ)

Shipping and Delivery

How long will it take for my order to arrive?
International deliveries typically take 5-8 days. Detailed delivery information will be included in your confirmation email. Some U.S orders will be shipped from a local warehouse with an average of 2-5 days delivery. Hawaii and APO addresses will be charged a freight difference and will be delivered by express companies such as DHL, UPS, or FedEx.

When can I expect to receive my order?
Orders are processed within 1-2 business days after they are placed. The estimated delivery time is the processing time plus the shipping time.

How can I track my order or shipping information?
To track your order, please visit your order page.

Assembly and Product Support

What should I do if I encounter issues during assembly?
If you experience any issues during assembly, our dedicated customer service team is available to assist you. Please reach out to us at info@rocoxia.com.

The package doesn’t include glue. What type of glue should I use?
Due to restrictions related to air transport and customs regulations in various countries, glue is not included in the package. We recommend that customers purchase white school glue or alcohol-based glue, both of which are suitable for assembly.

I damaged a part during assembly. Can I get a replacement?
We understand that there may be problems during product use, so we offer a parts replacement service for you.

Returns and Refunds

Can I return my product?
We are committed to ensuring that our customers are satisfied with our products. If you need to return an order, we are here to help. Please email us directly at info@rocoxia.com, and we will guide you through the return process.

How can I return my items?
We offer a 30-day risk-free return policy. Please ensure that the returned items are in their original packaging and condition, along with the receipt. If the returned item does not meet these conditions, it may be refused. If you are returning an item because you no longer want it, the return shipping cost will be the buyer's responsibility.

If you receive a damaged or incorrect item, please retain the packaging and contact us immediately at info@rocoxia.com.

For more details on our return policy, please click here.

Payment and Billing

What currency does Rocoxia use for transactions?
All transactions on Rocoxia are processed in USD (United States Dollar).

What payment methods does Rocoxia accept?
We accept the following payment methods:

Visa
Mastercard
American Express (AMEX)
Discover
PayPal
Apple Pay
Google Pay
Shop Pay

When is payment processed?
Payments are processed securely at the time of purchase. Orders will not be shipped until full payment has been received.

Will I receive confirmation of my payment?
Yes! Once your payment is successfully processed, you will receive an email confirmation with your order details.

Are there any additional taxes or fees?
Any applicable taxes will be calculated at checkout based on your location. Rocoxia does not charge hidden fees.

What should I do if my payment is declined?
If your payment is declined, please:

Check with your bank or payment provider for any issues.
Ensure that your billing details match the information on your payment method.

Can I cancel my order after payment?
Yes, orders can be canceled within 24 hours of purchase. To request a cancellation, please email info@rocoxia.com.

How are refunds processed?
Refunds are handled according to our Return & Refund Policy. If approved, your refund will be issued to your original payment method within 10 business days.

Is my payment information secure?
Yes! We use secure encryption technology to protect your payment details. Rocoxia does not store or share your payment information.

Who do I contact for payment-related issues?
For any payment-related inquiries, please contact us at info@rocoxia.com.