Please read our FAQs carefully before contacting our support team :)
We are here to help!
I have a question about an item, who can I contact?
For any questions regarding Rolling Square's products, you can contact us at firstname.lastname@example.org or use our live chat!
What is the warranty policy?
We offer a 2 year limited warranty for all Rolling Square products.
Our warranty covers any manufacturing or workmanship defects but does not cover damages that may have resulted from normal wear and tear, misuse/abuse or modification of the product.
Our lifetime warranty, when offered, covers exactly the same defects as our standard 2 years warranty, but it extends the coverage period.
What is the return policy?
If you are not completely satisfied with your purchase, you may return the item in its original condition within 30 days of receipt for a refund (not including the original shipping fee).
If the order has been placed through Indiegogo, we will not be able to reimburse the 10% (Indiegogo commissions and transaction fee).
Only items purchased directly from Rolling Square’s online store or Indiegogo will be accepted. If you purchased your items from authorized retailers (online or offline), please get in touch with them directly for returns.
Returned items must be in their original packaging, including any accessories, manuals, and documentation, where applicable.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Please note that original shipping charges are non-refundable except in cases where we have made a shipping error. All VAT/Import taxes are the responsibility of the receiver and are non-refundable.
How can I return an item?
If you would like to return an item that you suspect is defective, please contact email@example.com. We will issue a replacement or store credit for approved warranty requests. The defective item may need to be returned to us in some cases.
PROCESSING AND SHIPPING
How long does it take for my order to be dispatched?
Your order will be shipped within 48 hours of confirmation.
How long does shipping take?
Shipping normally takes 5-18 working days. In cases where customs processing is slow, delivery can take up to 6 weeks.
For more detailed tracking information for international shipments, you can copy and paste your tracking number into the search bar here: https://track.aftership.com/ or on the destination country's national post.
Items are also subject to customs clearance and may be held until duties and taxes are paid. As the importer/consignee, it is your responsibility to pay duties and taxes. We are not able to refund customs fees or additional charges that must be paid to get your package delivered. If your order is returned to us, please contact firstname.lastname@example.org.
My address is wrong but the order has already shipped.
If your package has already shipped, we can't change your address at this time. If your address was wrong the package will be shipped back to us. Once we receive it we will ship it to you again, please contact us at email@example.com to provide the correct address.
By looking at the tracking number, the order seems stuck.
Depending on the destination country, tracking numbers may be slow to update (i.e. USPS). Most of the times the order is on its way and will be delivered on time or with a small delay. If the shipping time has exceeded our shipping timelines by more than 8 business days, please contact the courier directly. We receive the same tracking as you do once shipped and unfortunately do not have insight into any additional information. If they are not able to locate your shipment, contact us at firstname.lastname@example.org.
Where can I find my tracking number?
You can find your tracking information by logging into your Rolling Square account from our site's homepage. Once you find the order you'd like to track on the Order History page of your account, you can locate the tracking link below the product information on this order's page.
Please allow some time for tracking to update. For additional shipping & tracking inquiries please contact the courier directly.