Terms and Conditions

RETURNS AND EXCHANGES

Our primary goal is to provide the best customer experience as possible.  Because items are personalized, returns are not accepted unless the order was fulfilled incorrectly. We will be more than happy to work with you and negotiate when necessary, to have the item replaced. If you have any issues or concerns please feel free to contact us! All refunds for non personalized items must be approved by ROCO Designs prior and may have a 20% restocking fee.

Refunds on customized items will not be given or changes on orders cannot be accepted once the order has entered production.

ROCO Designs will not be held responsible for errors that were included in the submission of the order from the client and therefore refunds will not be given due to such errors. 

Unless the seller is at fault, the cost of shipping the items back to ROCO Designs is the buyer's responsibility and only the cost of the product will be refunded once the items are returned (no postage or handling fees will be refunded).

Refunds or replacements will not be sent after 7 days of receiving order.

PAYMENT

We accept many aspects of payment such as major credit cards, Paypal, Debit Cards, ect.  during checkout, the options will be available for choosing.  Local orders can also pay by cash or bank check but must be agreed upon via email request prior to fulfillment of an order.

Full payment is required before any custom work begins.  A 50% deposit is required before a design is started and prior to creation of the product with such design.

SHIPPING

All orders will be shipped to the address listed at checkout.

PLEASE NOTE: For the duration of the epidemic in the USA, ROCO Designs IS NOT responsible for delivery delays caused by the carriers (USPS, UPS etc.) and NO refunds will be issued to customers if their order is delayed by the carrier as long as ROCO Designs has transferred the package to the carrier and the tracking number is showing that the package is with the carrier. 

ROCO Designs has tracking information available for each and every package that is shipped. In the event an item is seemingly lost in transit, ROCO Designs does wait 15 mailing days (from the shipment date) prior to beginning a research investigation with the mailing authority. If the package is deemed lost by the postal service itself, replacement items will be issued (please allow 7 business days for the research to take place).

If the order is returned to ROCO Designs marked as "incorrect address" by the shipping authority, and it was shipped to the address provided, you will be responsible for the cost to have the items reshipped. You must provide an updated (correct) mailing address prior to re-shipment.

ROCO Designs is not liable for packages lost or stolen once the shipping authority has deemed them delivered to your address.

If you need a guaranteed delivery date, please contact ROCO Designs prior to ordering. Additional fees may apply.

If items are damaged in transit, ROCO Designs will replace items as long as the broken item and original packaging (including box) are kept in order for a claim to be placed through USPS.