FAQs

Frequently Asked Questions (FAQs)

1. Where do you ship?

We currently ship only within the United States.
(International shipping is not available.)

2. Do you offer free shipping?

Yes.
We offer FREE standard shipping on all orders within the USA.
No minimum order value is required.

3. How long does delivery take?

Our estimated delivery time is:

  • Handling Time: 1–2 business days
  • Transit Time: 3–7 business days

Total delivery time: 4–9 business days (excluding holidays)

4. What is the order cut-off time?

Order Cut-Off Time: 5:00 PM (EST)

  • Orders placed before this time are processed the same business day
  • Orders placed after will be processed the next business day

5. How can I track my order?

Once your order is shipped, you’ll receive a tracking number via email so you can monitor your delivery in real time.

6. What payment methods do you accept?

We accept the following cards:

  • Visa / Visa Electron
  • Mastercard / Maestro
  • American Express
  • Discover
  • JCB
  • Diners Club

All payments are processed securely in USD.

7. Is my payment information secure?

Absolutely
All transactions are protected with SSL encryption, and we never store your card details.

8. What is your return policy?

We offer a 30-day return policy from the date you receive your item.

Returned items must be:

  • Unused and in original condition
  • In original packaging
  • With proof of purchase

For full details, please visit our Return & Refund Policy page.

9. What if my item arrives damaged or defective?

Please inspect your order upon delivery.

If your lamp, cushion, or candle holder arrives damaged, defective, or incorrect, contact us within 48 hours with photos at:

We’ll resolve it as quickly as possible.

10. Can I cancel or change my order?

Orders can only be canceled or modified before they are processed.
Once an order has been shipped, it cannot be changed or canceled.

11. Do you offer exchanges?

We do not offer direct exchanges.

To get a different item, simply:

  1. Return the original item (if eligible)
  2. Place a new order after the return is approved

12. What if I entered the wrong shipping address?

Please double-check your address at checkout.

We are not responsible for delays or losses caused by incorrect or incomplete addresses. Returned packages may require a reshipping fee.

13. How can I contact customer support?

We’re always here to help:

Support 24/7

Store Name: Roxes
Phone: +1 325-530-8932
Email: support@roxes.shop
Address: 216 Washington Ave, Ames, IA 50010, USA
Business Day: Monday to Friday (9 AM - 5 PM)