INTERNATIONAL SHIPPING OPTIONS
- ROKA ships to 218 countries outside of the United States through its international commerce partner, Borderfree.
- Orders shipped outside of the United States are charged sales tax and import duties at checkout. These charges are handled by Borderfree and all questions regarding should be directed to Borderfree.
- There are no additional or 'hidden' charges/fees. The price you pay at checkout is the final amount.
- Orders are processed Monday - Friday (excluding holidays).
- Orders received by 13:00 Central Standard Time will be processed same business day. Orders placed during the weekend will be processed on Monday. (excluding US holidays)
- We are NOT able to mark items as "gift" or "sample" in order to lessen import duties or taxes.
Please see Borderfree's FAQs, in addition to the questions below.
Can I update my shipping address after my order has been placed?
- In order to update any part of your shipping address after an order is submitted, please contact us immediately at email@example.com, or call +1-877-985-7652. We cannot guarantee your requested address update will be possible, but we'll do our best.
- There are two types of address updates. Both will unfortunately delay shipment:
1.) Address Correction - this is adding something to your shipping address like business name, floor number, apartment/flat number, or building name. A correction can also include edits to shipping email address or phone number. *Typical delay is one business day.
2.) Address Change - this is any edit to street address, city, postal code, or region. *Typical delay is two business days.
Please Note - it is not possible to change Country or Province once an order has been submitted. You will need to cancel your order and submit a new order.
- After requesting a shipping address update, the ROKA Customer Experience team will let you know within 48 hours whether if update was successful. In certain situations, you may be required to cancel the order and submit a new order.
How do I know when my order ships?
- You will receive a shipping confirmation email once your order has shipped. This email will include a tracking number and carrier details.
- If you have shipping related questions or problems, let us know at firstname.lastname@example.org or call +1-877-985-7652, and we will assist.
How do I track my order?
- If you have a Borderfree account, simply log in and click Order Status. Otherwise, you can use the tracking link inside the Shipping Confirmation email.
- If you did not receive a Shipping Confirmation email, let us know at email@example.com and we will assist.
What happens if my package gets lost?
- If your package is lost or you're having trouble locating it, please email firstname.lastname@example.org or call +1-877-985-7652, and we will work with Borderfree to find it.
What should I do if my product arrived damaged?
- If any products arrive damaged, please email email@example.com or call +1-877-985-7652 and we will assist.