Shipping Policy

Shipping Policy

1) Order processing

Orders are usually prepared for shipment within 7–10 business days from payment confirmation (excluding weekends and holidays). This timeframe may vary due to availability, quality control, supplier logistics, high demand, or operational incidents.

Once shipped, the customer will receive an email with the tracking number.

2) International shipments and estimated times

We perform international shipments. Transit times are estimates and do not constitute a guarantee. They may be affected by customs inspections, import processes, carrier incidents, weather, holidays, demand peaks, or force majeure.

3) Shipping costs

Shipping costs are calculated and shown at checkout (or flat rate/promotion if applicable).

4) Customs, duties and taxes

International orders may be subject to duties, fees, and taxes (including VAT) upon arrival in the destination country. Unless expressly stated otherwise at checkout, these charges are the customer's responsibility. Customs delays are not attributable to the store.

5) Shipping address, customer data and responsibility

The customer is responsible for entering a complete, correct, and accessible address, including number, floor/apartment, postal code, and any access information (code, intercom, etc.).

  • If the address is incorrect/incomplete and the package is returned, undeliverable or lost, the resolution will depend on the carrier's outcome and may involve reshipping costs.

  • If the package is returned to the sender, we can offer reshipping (at cost) or manage according to the actual status of the package and incurred costs.

6) Tracking and delivery statuses

In most shipments we provide tracking. The carrier (or the last mile carrier) may mark the delivery as:

  • Delivered

  • In/At Mailbox

  • Left in a safe place

  • Received by neighbor / Delivered to neighbor

  • Front desk / Reception / Concierge / Security

The “last-mile carrier” is the final party responsible for delivery at the destination, and their confirmation can be considered the main reference for the delivery status.

7) “Delivered” but the customer indicates “not received” (mandatory procedure)

If the tracking shows as Delivered, the case is treated as a delivery incident, not as a standard return. An order will not be considered “not received” until the carrier/last-mile officially confirms a wrong delivery or declares it lost.

7.1 Mandatory preliminary checks

Before opening an investigation, the customer must check:

  • Mailbox/mailbox area (including cluster/community mailbox if it exists)

  • Entrance/porch/safe place

  • With neighbors and reception/concierge/security (if applicable)

7.2 Maximum reporting period

The customer must report the incident within 7 calendar days from the “Delivered” status. After this period, the carrier may reject the investigation or not provide delivery data, and this may limit or prevent a solution (reshipment/refund) as the official result cannot be verified.

7.3 Data required to start investigation

To start the investigation, the customer must confirm in writing:

  • Exact full address as it appears on the order

  • Delivery phone number (if applicable)

  • Confirmation that the checks in point 7.1 were carried out

7.4 Investigation + POD (Proof of Delivery)

We will open an investigation and request the POD / proof of delivery when available. The POD may include:

  • Delivery scan details

  • Scan GPS

  • Receiver's signature or name (if applicable)

  • Delivery photo (if available)

  • Confirmation of carrier last-mile

7.5 Resolution according to the official carrier result

The solution is determined exclusively by the official result of the carrier/last-mile:

  • Misdelivery confirmed or shipment officially declared lost: the corresponding solution will be applied (reshipment or refund, depending on the case and carrier outcome).

  • Valid delivery confirmed (Delivered confirmed by last-mile / POD / GPS / carrier confirmation): a return for “not received” as a standard return does not apply. In this case, we will assist the customer with the available information to locate the delivery point.

Note: In cases of theft after valid delivery (“porch piracy”), additional actions/documentation from the recipient (e.g., report/complaint) may be required depending on the country and carrier.

8) Damaged packages / incidents upon receipt

Any visible damage to the package or product must be reported within 48 calendar hours from delivery, providing photos/video of the outer packaging, label, and contents. Late notifications or insufficient evidence may limit or prevent claims against the carrier.

9) Delays and “in transit”

If tracking shows no movement or there are delays, we may open an inquiry with the carrier. In international shipments, a status of “in transit” may include waits in customs or local logistics.

10) Chargebacks and disputes (chargebacks)

If a chargeback/dispute is opened, we may present as evidence: order confirmation, address provided at checkout, carrier and last-mile tracking, and POD if available.
While there is an open dispute, the resolution may be conditioned on the issuer/bank process. To ensure everything is properly documented, communication may be handled in writing.

11) Contact

Support: info@rollingnfast.com
Alternative email: rollingnfast@gmail.com