Shipping policy
Business Address: L5V 2L7, Ontario, Canada
Support Email: contact@rollyberry.com or support@rollyberry.com
Website: https://rollyberry.com
RollyBerry is committed to delivering your orders safely and efficiently. Below are the details of our shipping policies.
Shipping Locations
We currently ship worldwide. Please expect an order processing time of 1-5 days. This is because some items sold at our store are handmade and manufactured on order. We are continuously working to reduce these processing times.
Shipping Method and Delivery Times
- Standard Shipping: Free for all orders, regardless of location
- Estimated Delivery (varies by location, see the list below of fastest shipped countries): 10–25 business days
Please note that delivery times may vary depending on your location, customs processing, and external factors beyond our control. Moreover, some items may need to be shipped to our official warehouse. If that were the case, you would receive the tracking number only after we had shipped the product from our warehouse. Delivery addresses in Singapore, Malaysia, Cambodia, Thailand, Australia, Hong Kong, Macau, New Zealand, Kazakhstan, Kyrgyzstan, Uzbekistan, Mongolia, Georgia, the Republic of South Africa, the United Arab Emirates, and China are the fastest to ship, arriving in just a week or two.
Shipping Costs
- Shipping costs are season-dependent; however, RollyBerry offers free shipping on all orders.
- Additional fees may apply for optional services (e.g., expedited shipping, gift wrapping).
- Shipping Import taxes may apply to some items from our store; we are not eligible for these taxes.
Order Processing
- Payment Verification: 1–2 business hours
- Pick and Pack: 1–13 business days
- Quality Check: All orders undergo a quality inspection before dispatch. If an item is found defective before shipping, it goes through the order processing period again.
Tracking Your Order
Once your order has been dispatched:
- You will receive an email confirmation with your tracking number
- Real-time tracking is available through our website; some tracking numbers are not updated in real time due to various factors. For example, if an order is shipped via ferry, the last-mile tracking number will not be updated until it reaches your country.
Delivery Requirements
- A signature may be required for delivery
- Packages may be delivered to a safe place at your request (where available)
- If no one is available to accept the package, a delivery notice will be left with instructions
Customs and Duties
- International orders may be subject to customs duties, taxes, or import fees, which are the responsibility of the recipient
- Packages may be inspected by customs authorities, which could delay delivery
Damaged or Lost Packages
If your package arrives damaged or goes missing:
- Contact us immediately at support@rollyberry.com
- Provide photos of damaged items or packaging
- We will investigate with the shipping carrier and issue a replacement or refund if necessary
Address Changes
- Contact us within 2 hours of placing your order for address changes
- Changes may not be possible once the order is shipped
Special Delivery Instructions
We can accommodate special requests where possible:
- Delivery to workplace or alternative addresses
- Specific delivery time windows (additional fees may apply)
Shipping Restrictions
We cannot ship to:
- PO Boxes (for certain services, please check with us)
- Military bases overseas (contact us for alternatives)
- Areas under international sanctions or ongoing delivery restrictions
Holiday and Peak Season Shipping
- Processing times may be extended by 1–5 business days during peak seasons
- Delivery times may be longer due to high order volume
- Express shipping options remain available where applicable (always free)