FAQ

FREQUENTLY ASKED QUESTIONS:

What size should I buy?

All of our products are in US size.

Where do you ship to?

We ship worldwide. Costs and shipping times may vary depending on your location.

How can I track my order?

Tracking number will be provided once the parcel has reached the destination country. You may send us an email if you want the tracking number earlier =) We use well known local carriers eg. (USA: USPS, Australia: Australian Post )

I haven't received my order yet, what shall I do?

Please understand your order is processed immediately after the orders are placed. However, we ask for 3-5 business days for us to prepare and ship your item due to the high volume of orders. We have inventory storage in Canada, China and Singapore. Our worldwide free shipping generally takes around 6-18 business days from the shipment date.

Time frame may vary depending on which country the package is being delivered to since it may be international shipping from our storage.

Please check with the carrier and the tracking number we have provided you in the shipping confirmation email (check junk/spam if you did not receive one) Or contact us at kris@roxasagency.com and we will be more than happy to update you on the progress of your order and estimated delivery date.

I ordered multiple products but why did i only receive one?

We may ship out each product separately depending on the overall weight of your package so that our customers don't have to pay Custom and Duty fees.

Even though it cost our company a lot more money to ship out the items individually but we feel like it is the right thing to do for our customers. This is way, you don't have to pay unnecessary fees incurred by customs and duty. Please be rest assured all of your products will arrive. You can contact us via Email for tracking information for the items that have not arrived.

How long until I get my order?

Shipping time depends on the country you are from. We have warehouse in both Canada and Hong Kong and Indonesia. So shipping generally takes 1-2 weeks.

How can I contact you?

You can send us an email to kris@roxasagency.com

We respond to emails within 1 business days (none weekends/holidays)

Do you accept returns?

Yes! We accept returns. For more detailed policy please check our Refunds & Returns page.

Can I Cancel my Order?

Unfortunately we cannot cancel your order since we process every order right away. This is to ensure fastest delivery period for our customers. Hence we cannot cancel a order if it is already being processed for shipping. However, we can certainly refund the product if you are not happy with the product you received.