FAQS

Frequently Asked Questions

This page provides answers to frequently asked questions about payments, shipping, order changes, and post-delivery concerns.

Should you require additional assistance, please email support@roolerrad.com. When contacting us about an existing purchase, include your order number and the email address used at checkout.

Orders and Payment

How can I use a promotional code?

A discount code may be entered during checkout when paying through PayPal or with a credit or debit card.

Please follow these steps:

  1. Choose the item you would like to purchase and select Add to Cart.

  2. Open your shopping cart and proceed by selecting PAY WITH DEBIT/CREDIT CARD. This checkout option may be used for both card and PayPal payments.

  3. Enter the promotional code in the appropriate field:

  • On a mobile device, select Show order summary to display the discount-code box.

  • On a desktop computer, the discount-code field will appear on the right-hand side of the checkout page.

  1. Apply the code and continue to payment using PayPal or your credit or debit card.

Which payment options are available?

We accept the following payment methods:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Diners Club

  • Most commonly used credit and debit cards

  • Apple Pay

  • Google Pay

What is the shipping charge?

Standard international shipping generally costs $5.99 USD.

The final shipping fee may differ depending on the delivery destination or any promotion available at the time of purchase. The exact amount will be shown at checkout before payment is completed.

Shipping and Delivery

Is international delivery available?

Yes. We deliver orders worldwide.

Our fulfillment network includes warehouses in multiple regions. Depending on product availability and the customer’s location, an order may be dispatched from the most suitable available fulfillment center.

What is the estimated delivery time?

Orders normally arrive within 10–20 business days after processing has been completed and the package has been shipped.

Where can I track my shipment?

After your order has been dispatched, a shipping confirmation email containing the tracking number will be sent to you.

The tracking number may be entered on a universal shipment-tracking platform such as:

17track.net

Why does my tracking status show no recent movement?

Tracking records may require 24–48 hours to become available after the shipping confirmation email has been issued.

During international transportation, a parcel may also travel between logistics facilities for several days without a new scan. A temporary lack of updates does not necessarily mean that the shipment has stopped moving.

Why did only part of my order arrive?

Products included in the same order may be stored at different fulfillment locations. To avoid unnecessary delays, the items may therefore be dispatched in separate parcels.

Each parcel will be assigned its own tracking number, which will be provided by email.

Order Changes and Cancellations

Can I correct the recipient’s name, address, or telephone number?

Requests involving shipping details must be submitted immediately.

Email support@roolerrad.com and use the following subject line:

Urgent: Address Change

Your message must contain:

  • Your order number, for example 309SHOP-112938

  • The email address associated with the order

  • The complete and corrected delivery information

We will attempt to update the details when the order has not yet been processed. Once a parcel has been dispatched, we cannot revise its shipping information. In that situation, you should contact the delivery carrier directly.

Can I change the size, color, quantity, or product in my order?

Product-change requests are also highly time-sensitive.

Please email support@roolerrad.com with the following subject line:

Urgent: Order Change

Include:

  • Your order number, for example 309SHOP-112938

  • The email address used for the purchase

  • A precise description of the change you are requesting

A modification can only be considered before the order enters the fulfillment process. Since orders may move to fulfillment quickly, the available period for making changes can be very limited.

Is it possible to cancel an order?

An order may be canceled when it has not yet been dispatched.

A small handling charge may apply to an approved cancellation. Orders that have already been shipped are no longer eligible for cancellation.

Problems After Delivery

What should I do if my product arrives damaged?

We apologize for any inconvenience caused by a damaged delivery.

Please email support@roolerrad.com and provide:

  • Your order number, for example 309SHOP-112938

  • The email address used when placing the order

  • Photographs or a video clearly showing the damaged product

  • A photograph of the shipping label attached to the parcel

Our support team will review the information and assist you accordingly.

What should I do if the product appears defective or has a quality problem?

Product quality is important to us. Should an item fail to meet the expected standard, contact support@roolerrad.com and submit:

  • Your order number, for example 309SHOP-112938

  • Your order email

  • A detailed explanation of the suspected defect or quality concern

  • Clear photographs or a short video showing the problem

The submitted materials will help our team assess the issue and determine the appropriate response.

What should I do if an item is missing or I received the wrong product?

Please contact support@roolerrad.com so that our team can review the order.

Your email should include:

  • Your order number, for example 309SHOP-112938

  • The email address used for the order

  • A photograph or video of the incorrect product, where applicable

  • A list identifying any product that was not included in the delivery

Please note that multi-item orders may arrive in more than one parcel.

Account and Email Notifications

Why have I not received my order confirmation?

Begin by checking the spam or junk folder associated with your email account.

When the confirmation email cannot be found, contact support@roolerrad.com and provide the email address you believe was entered at checkout. Our team will search for the order and resend the confirmation when the order can be located.

When will I receive my tracking number?

Tracking details are generally issued within 1–2 business days after the order has been processed.

Should this period have passed, check your spam or junk folder before contacting our support team for an update.