Shipping & Refund Policy

 SHIPPING COSTS

Shipping costs are $6-$11 flat fee for the US, $18 for Canada and $20 for International. Free US shipping if order over $100. 

SHIPPING & PROCESSING TIMES

Once your order is received, your order will be processed within 48 hours  and then shipped via USPS, UPS, or Fed Ex depending on the weight of your order. Orders typically arrive within 5 days once shipped. We recommend allowing 5-10 business days total to be safe! 15-20 business days total for international orders. Select products may arrive separately.  

You will receive a shipping confirmation email with tracking information to the address you provided during check-out.  

Please note that this is a small operation and we do our best to ship your order as quickly as possible. However, we always put the quality of the art first. Thank you for your patience;-)

 

SHIPPING 

• A tracking number will be emailed to you when your order has been shipped. Please refer to the tracking number sent to you to check the status of your order.
• Verify your address!  Refunds and reships are not granted due to the wrong address being entered.  
• If you do enter the wrong address make sure that you alert us immediately before your order ships. Usually orders are processed to ship within 12 hours. 
• Once your order has shipped we are no longer able to make changes.  

 

 Reship due to wrong address:

• We definitely understand that mistakes happen. However, we do not refund or reship due to the incorrect address being entered.   
• When an order is placed and then shipped emails are sent out with the shipping address to the email that you have provided on our website.  
• We ask that you take the time to review these when they arrive to ensure that you have entered the correct information.  
• In the event that the wrong address does slip through the cracks you have the following options:

1. Contact the USPS and see if you can intercept the package before it is delivered or arrange for it to be picked up by the mail carrier. 

2. If the address does not exist you can wait for it to be returned to our office.  Once it is returned you have the option to pay additional shipping (current shipping rate), a processing fee $5 and have it mailed back to you with an updated address. 

• If your package has shown In Transit but has been in the same place for multiple days this may mean that it is being held up in a distribution center.  This happens from time to time.
• To inquire about its status you will have to call the post office to get further information. You can contact USPS Customer Service at 1 (800) 275 -8777. They will be able to open a case on your behalf and get you the status update you require. Once it leaves our offices and shows received by the USPS it is best to contact the post office directly for any updates regarding your package.

 

 For all packages marked 'delivered' but not received

• You may have received an alert that states that your order has been delivered. However,  after you have checked the package is no where to be found. 
• This is very common with the USPS and often the package will be delivered in the 24-72 hours.  Please allow a full 72 hours to pass before contacting your local USPS office. Once 72 hours has passed and your package has not been delivered you will need to reach out to your local post office directly.  
• They have the ability to pin point the location the package was delivered using GPS tracking.  
• Your postal carrier will then be able to go and retrieve the package for you.

  

INTERNATIONAL SHIPPING

• Buyer is responsible for any customs, fees, or tariffs associated with international shipping.
• NOTE - CUSTOMS fees vary by country and are based on the ITEM COST - sale price is not taken into consideration for some countries so please keep this in mind when checking out. Shop rongrong is not responsible for customs charges.
• Please note that Shop rongrong is NOT responsible for international packages that have been held by or lost by your country's local customs/post office. If your package has been marked delivered yet you have not received it, please contact your local post office to resolve.  

DAMAGES/DEFECTIVE MERCHANDISE 

All items are carefully inspected for quality before mailing. In the event that your item arrives damaged or in poor condition, please kindly contact us (WITH PICTURE) for a replacement. Items are not returnable after a 72 hr time period of delivery. 

 

REFUND POLICY

No change or cancellation after 12 hours of the order is been submitted.

1. We do not accept returns or exchange for any other reason than product quality. If there is a quality issue the product can be returned for store credit or an exchange.
2. Product must be returned in NEW condition with all the original bags/packaging. Altered items will not be accepted. We will not offer refunds or exchanges for items that are not returned to us.
3. After receipt of the product, store credit or exchange will be issued immediately.
4. All claims for quality issues must be made within 72 hours of receipt of the product.
5. Phone Cases and T-shirts are not available for exchange due to the size issue, so please choose the size carefully before you submit an order. 

6. IMPORTANT!!!

   Verify your address!  Refunds and reships are NOT granted due to the wrong address being entered.  

   If you do enter the wrong address make sure that you alert us before your order ships. 

   Once your order has shipped we are no longer able to make changes. 

To start the return process, please send us the following information via email to hello@shoprongrong.com

1. Contact name
2. Company name (if applicable)
3. Phone number and the best time to reach you
4. Invoice number
5. Description of the problem and reason for return (attach a photo of the problem)
6. All product that is damaged in shipping must have a photo of the damaged package included with your email.

We will contact you when we have all of this information. Please DO NOT ship anything to us until you have heard from us on how to proceed.

Thank you for following the Shop Rongrong return policy.

COPYRIGHT POLICY 

All artwork is protected under copyright by artist, Rongrong DeVoe. All paintings, illustrations, and other images that I have created are protected from misappropriation, misuse, and unauthorized use by copyright law and international laws. I retain the right to use images from commissions to promote my work. Buyer is not entitled to reproduction rights and the copyrights are not transferable with the sale of these prints/paintings. 

PRIVACY POLICY 

Rongrong DeVoe respects your privacy and will never sell, loan, rent, trade or give away any personal information that you offer. Personal information provided is only to be used for the services requested, such as processing an order and shipping your package to your address.

CONTACT INFORMATION

EMAIL US
hello@shoprongrong.com