Frequently Asked Questions

Q: Are ROOSKEM products suitable for everyday use?

A: At ROOSKEM, we select products with attention to functionality, materials, construction, usability, and everyday practicality.

Because products may vary by category, materials, features, specifications, care requirements, and intended uses may differ.

Please review the applicable product description and instructions before purchase and use.

If you have a question about a specific product, please contact:

service@rooskem.com

Q: How long will it take to receive my order?

A: Orders are generally processed within 1–3 business days after successful payment confirmation.

Estimated delivery times begin after dispatch and do not include the processing period.

• Standard Shipping: approximately 3–7 business days after dispatch.
• Expedited Shipping: approximately 2–4 business days after dispatch, where available.
• International Shipping: approximately 7–21 business days after dispatch or longer.

Actual delivery times may vary because of carrier performance, customs processing, weather, transportation disruptions, public holidays, seasonal demand, or other logistics conditions.

Q: What are the shipping charges?

Q: Can I track my order?

A: Most ROOSKEM orders include shipment tracking.

Available tracking information will normally be provided after dispatch.

Please allow reasonable time for the carrier's tracking system to update.

Tracking information may occasionally remain unchanged for several days while a package moves between logistics facilities, undergoes customs processing, or waits for another carrier scan.

If tracking has not updated for an extended period, please contact:

service@rooskem.com

Please include your order number and available tracking information.

Q: What should I do if my item arrives damaged, defective, incomplete, or incorrect?

A: Please contact our customer support team as soon as reasonably possible.

Please provide:

• Your order number;
• A description of the issue;
• Clear photos of the product;
• Photos of the packaging where relevant; and
• A short video if it helps demonstrate the issue.

For transit-related damage, we recommend contacting us within 7 days of delivery whenever reasonably possible.

This recommendation does not shorten applicable rights under our Cancellation, Return & Refund Policy or applicable law.

Where a verified merchant or fulfillment issue occurred, ROOSKEM will provide an appropriate replacement, refund, return, or other after-sales solution at no additional cost to the customer.

Q: Does ROOSKEM offer international shipping?

A: ROOSKEM may ship to eligible countries and regions subject to product availability, destination restrictions, carrier coverage, and logistics availability.

International shipments may be subject to:

• Customs inspections;
• Import duties;
• Local taxes;
• Brokerage charges; or
• Other fees imposed by local authorities.

Unless otherwise stated or required by applicable law, such charges may be the responsibility of the recipient.

Q: Can I change or cancel my order?

A: Cancellation requests should generally be submitted within 48 hours of placing the order.

We will make reasonable efforts to process the request if the order has not already entered fulfillment, packing, or shipping.

Submitting a request within 48 hours does not guarantee cancellation if the order has already been processed.

Once shipped, cancellation is generally no longer possible.

Contact: service@rooskem.com

Q: What is ROOSKEM's return policy?

A: Eligible products may generally be returned within 30 calendar days after delivery.

Standard returns should generally be unused, undamaged, and in original condition with applicable packaging, accessories, labels, manuals, and included components.

Please contact customer support before sending a return so that we can confirm eligibility and provide applicable return instructions.

Q: Who pays for return shipping?

A: For preference-based returns, customers are generally responsible for applicable return shipping costs.

If the item arrived damaged, defective, incorrect, incomplete, materially different from its description, or another verified fulfillment error occurred, ROOSKEM will provide an appropriate solution at no additional cost to the customer.

Q: How long does a refund take?

A: Once an approved returned item has been received, inspected, and approved, ROOSKEM generally processes the refund within approximately 5 business days.

Eligible refunds are generally issued to the original payment method.

The customer's bank, card issuer, or payment provider may require additional time before the funds appear.

Q: What if tracking says Delivered but I cannot find my package?

A: Please check your mailbox, parcel locker, reception area, nearby safe delivery locations, household members, and neighbors where appropriate.

Please also confirm that the shipping address on the order is correct.

If the package still cannot be located, contact customer support with your order number and tracking information.

A Delivered tracking status does not automatically prevent us from reviewing a reasonable delivery-related claim.

Q: How can I contact ROOSKEM customer support?

A: Please contact:

service@rooskem.com

When contacting us regarding an existing order, please include your order number whenever possible.