Frequently Asked Questions (FAQ)
ORDER TRACKING
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MY TRACKING NUMBER IS NOT WORKING/DID NOT RECEIVE
Most of our orders come with a tracking number available. However, it is possible that your order does not come with a tracking number. If this is ever the case then, Please contact us at support@urloversrose.com to know more about your shipment details and we'll do our best to get you some information about it!
You will receive your tracking number by email within a few days from your order. You can then track your order using the code at our Track your order page.
Please make sure you've inserted your code right, best way to do this is by using copy & paste.
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HOW DO I KNOW IF MY ORDER HAVE BEEN SHIPPED OUT?
When your items have been dispatched, we will send a notification email to your registered email address you used at checkout. The tracking number is normally available within the next few days of dispatch.
You can also check our online order tracking page.
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THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
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SHIPPING & DELIVERY
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DO YOU SHIP INTERNATIONALLY?
As of right now we unfortunately do not ship internationally. The reason behind this is that we only have a limited amount of stock. Depending on the demand, we’ll contact our manufacturer to make sure that we have more in stock and potentially start shipping internationally.
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HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
Most orders leave the warehouse within 3-5 business days
We will notify you by email when your items have been shipped.
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HOW LONG DOES SHIPPING TAKE?
Standard United States Shipping: 7-15 business days or 8-20 business days
All orders will be dispatched from our warehouse within 3-5 business days. In peak periods please allow for up to 5 business days for dispatch.
*All shipping times exclude clearance/customs delays and are estimates depending on the order volume and demand
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HOW IS THE PACKAGE BEING DELIVERED?
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This depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch or local post office with a notice left on your mailbox.
Most orders will be available for pickup from your local post office once you receive a notice letter by your mailbox. This also happens if the mailman has tried to deliver the package to your home but no one was there to accept it and it couldn't be left anywhere safe.
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HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE Shipping!
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FROM WHERE IS MY PACKAGE BEING SHIPPED FROM?
Our warehouses are located in China & the United States. Most orders are shipped from China. If you need more information about this, please contact us at support@urloversrose.com.
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RETURNS & REFUNDS
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WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you have received a damaged or faulty product from urloversrose, please send us a photographic, or video proof of the damage and we will send you a new working item asap and of course for free.
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AFTER PURCHASE
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I'VE PUT A WRONG SHIPPING ADDRESS / CHOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens to you, email us at support@urloversrose.com as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. However please contact us anyway, as we still care and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't be able to do a refund if you ordered your products to the wrong address.
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MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, Postal Services & urloversrose are different entities, hence we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country.
Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at urloversrose. For further details of charges, please contact your local customs office.
If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.
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CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department which takes 1-3 working days to process. After which the shipping department will send the tracking codes to the data entry then when it's updated a shipping confirmation email will be sent to the customer. Hence, if you need to make any changes to your shipping address, please contact us as soon as possible after you've placed your order and we might be able to take care of it.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.