Shipping
When will I receive my order?
The average standard shipping time is as followed:
- USA/Canada: 4 – 7 working days
- Europe/CH: 2 – 5 working days
- Oceania: 4 – 10 working days
- Rest: 8 – 15 working days
Please visit our Shipping section for more information.
What are your shipping rates?
Who is responsible for customs fees?
All customs fees, taxes, and duties are the customer’s responsibility. ROJ is not liable for any customs fees, delays due to customs, or incorrect shipping information provided. Please allow 1 to 2 business days for processing your order to receive your tracking number.
Will my items ship together?
If you order multiple items, they may be shipped separately to ensure faster delivery. In such cases, you will receive individual tracking codes for each shipment, allowing you to track your order accurately.
My package is lost or stolen, what now?
ROJ is not responsible for any packages that are lost or stolen after they have been shipped. If the tracking information shows that your package was delivered to the correct address provided during checkout, we cannot be held accountable for any missing items. Please note that lost or stolen packages are nonrefundable. However, if you need further assistance, feel free to reach out to us at support@r-o-j.com, and we will do our best to help you resolve the issue.
Order Changes/Issues
Where is my order confirmation email?
First, we suggest checking your spam or junk folder to see if the email is there. If you still cannot confirm your order details, please use our contact form and include the email address used to place the order along with your first and last name..
How can I cancel my order?
To cancel an order, please use our contact form before the item has been fulfilled and shipped. Unfortunately, orders that have already been fulfilled and shipped cannot be canceled.
How can I change an item on my order?
Unfortunately, we cannot make changes to an order already processed. However, if the order has not been shipped we can cancel and refund the order, so you are able to place a new order with the correct items. Please use our contact form and to request an item change.
How can I change my shipping address?
Unfortunately, we cannot make address changes to an order already fulfilled and shipped. However, if the order has not been shipped we can attempt to make that change. Please use our contact form and include the correct address in your message.
Why was my order canceled?
There are several reasons an order can be canceled and refunded. If our system detects there is inaccurate information regarding the order, we will reach out via email to confirm these details. If there is no successful response from the customer after 2 business days, we will move forward and deem the order canceled.
Product Inquiries
What type of material are your items made from?
Our sweaters are crafted from a high-quality blend of 84% cotton and 16% polyester. This combination ensures a soft, comfortable feel while providing durability and breathability.
My item says sold out, when will it restock?
We have an ‘Email When Available’ option that will pop up when selecting a sold-out item and size. You can enter your email address there if you would like to receive a notification when new inventory is added to the website.
My item is damaged, is it covered under warranty?
Please contact us via our contact form to request a refund and include a photo or video showing the issue with your item and your order number. We will review the submission against our warranty policy and respond back with a possible resolution if applicable.
Returns and Exchanges
What is your returns and exchanges policy?
Please visit our Return Policy section.
How long does your returns/exchanges process take?
We aim to inspect and process all returns and exchanges within 2-4 business days of arriving.
Where is my refund?
Eligible refunds will be processed back to the original payment method within 14 business days of the product being inspected and approved at our office.
