We do not accept returns unless the item is damaged or defective. If your product is faulty or damaged, let us know within seven days of receipt. We will open a trouble ticket and take appropriate action to replace your item. You are responsible for paying for return shipping. You can only make returns with a valid RMA number issued by our customer service department.
We usually ship items to you free of charge. We use USPS, E-packet, and other shipping services that will always include tracking or delivery confirmations. Shipping is selected by us and will be based on our internal selections. We always try to use the fastest economical shipping solution available to us.
ORDER PROCESSING TIME
Order processing time is usually 1 to 3 days, but can be as long as 7 days in extreme cases. We process orders first in, first out.
Depending on where you live, the time it may take for your product to reach you may vary. We ship items from the warehouse with the fastest delivery time to you. Our primary warehouses are located in the United States, China, the Philippines, Australia, Canada, Spain, UK, and Russia. With secondary sites located across the globe. When items are shipped within the same country, it takes typically 3 to 7 days. If items are sent across international borders, items may take from 14 to 21 days to arrive. Tracking is always available.
SHIPPING AND HANDLING REMINDERS
To ensure a fast delivery, please check that the delivery address is correct, and the payment has been processed or successful. Royal Orchid Club will not be held liable for any shipments sent to the incorrect address provided by the customer. We only deliver to the address indicated in your Royal Orchid Club Online Order.
LOCAL TAXES & DISPUTES
It is unusual that this section matters anymore. Most countries allow shipments of consumer goods between countries with values under a specific amount duty-free. Check your country’s regulations for the latest rules and regulations. But in the rare instance that customs gets involved with a shipment, the following rules apply.
THE BUYER IS RESPONSIBLE for all taxes, duties, tariffs and customs laws in Buyer’s country.
1) We cannot be responsible for any tariffs, CUSTOM RESTRICTIONS or other regulations that apply in Buyer’s country. We encourage you to speak with your customs office if you have any questions.
2) If for any reason the package is seized by Customs Officials, we will not issue a refund unless all products are returned to us in good condition. If the package is returned to us by Customs Officials, the customer is still responsible for any shipping charges that apply to your order. Any remainder will be refunded to the customer.
3.) The customer is responsible for any duties or taxes that may apply. It is also the customer’s responsibility to negotiate for the release of their package in the event that it is held up by customs in your country. We can provide necessary paper works/certification, if available, to help with the negotiation.
4) It is customers’ responsibility to track their orders through your country’s respective Postal Service, Customs and our website. You can email us if you are having problems tracking your orders or if there are any delays.
INTERNATIONAL SHIPPING POLICY
Our corporate and shipping offices are open 10 hours a day Monday through Friday and are closed Saturday and Sundays. Our shipping office closed on all government observed holidays in the USA.
Business days are Monday through Friday and on non-government observed holidays. Weekends are Saturday and Sundays. Under normal circumstances, orders placed will ship the following business day. Orders placed on the weekend will ship at the next earliest business day which is usually the following Monday.