Welcome to our company, we specialize in foam bench cushions made with high quality materials to meet your specific needs. Our fabrics and foam padding materials are carefully selected to ensure maximum comfort, durability and functionality for a variety of applications.
How long does it take to process and ship an order?
All orders are processed within 48 hours and then handed over to the factory for customization. Our factory strives to complete the customization and ship the order within 5 business days. Delivery times may vary, but shipping usually takes 10-15 business days to anywhere, depending on your proximity to the delivery location. Please note that during the holiday season, an extra day may be required for delivery.
Are there any shipping fees or taxes?
Pay total price over 59 free shipping, otherwise there is a $15 shipping charge. The prices shown on our website are duty free in US dollars. However, please note that once your order reaches its final destination, local customs may charge import taxes, duties, and related customs fees. Payment of these fees and taxes is your responsibility and we will not be liable for them. Any delays caused by your country's customs department are also beyond our control. For more information about fees and charges, please contact your local customs office.
How can I track my order and shipment?
Once your order has been shipped, we will send you a confirmation email containing your tracking number. To track your shipment, visit our website and go to the "Track Your Order" page. Enter your tracking number in the designated field and click "Track." You will be directed to a page displaying your order details and tracking information, including the delivery status of your shipment. If you encounter any issues or have questions regarding tracking, please contact our customer service team for assistance.
What should I do if I receive multiple packages?
Sometimes, due to the large size or quantity of items, you may receive more than one shipment. However, rest assured that you will not be charged extra for this. We will take care of the additional shipping costs.
What should I do if I receive damaged, lost, or missing items?
If any item or package is damaged or missing, please follow these steps: 1) Clearly note it on the delivery receipt before signing for it, 2) Keep a copy of your delivery receipt, 3) Contact us within 2 business days, 4) Save the damaged packaging material for inspection, and 5) Take photos of the damaged items and packaging. In the rare event of a lost shipment, our priority is to locate your items. We will work with the carrier to find a resolution. Cargo inspection with the carrier typically takes 2-7 business days to complete. If the shipment is deemed lost, we will work with you to provide a satisfactory solution.
What is your return policy?
We offer a 14-day money-back guarantee on all our products. If you are not satisfied with your purchase, you can return the item within 14 days of its arrival for a refund or exchange.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact us within one week of receiving the item. You can reach us by sending an email to manager@rofielty.com. Our customer service team will provide you with further instructions and the return address.
Who covers the return shipping costs?
The responsibility for return shipping costs depends on the reason for the return. If the return is due to our quality issues or if we sent the wrong item, we will cover the return postage. However, if you simply changed your mind or bought the wrong product, the return postage will be borne by the buyer.
What condition should the item be in for a return or exchange?
The item must be in new, unused condition with its original tags and packaging. Any used products or items without original packaging may not be eligible for return or exchange.
How long does it take to process a return or exchange?
Please allow us 2-3 weeks to process a return or exchange. Once we receive the returned item, our factory manager will inspect it. If the problem is a manufacturing defect or if we sent the wrong item, you will receive an exchange or refund within 24 hours.
What if my package is lost or damaged during shipping?
We only use reputable shipping companies such as USPS, UPS, and FedEx. However, if your package is lost or damaged during shipping, please contact us immediately. If the package arrives damaged, please have the delivery person file a shipping damage claim. We will assist you in getting compensation from the shipping company.
What is the duration of the warranty for your custom sponge cushion products?
We offer a one-year warranty from the date of purchase.
Who is eligible for the warranty coverage?
The warranty is applicable only to the original purchaser of the product.
What does the warranty cover?
The warranty covers material and manufacturing defects, internal structure problems of the sponge, and stitching and craftsmanship issues.
What is not covered by the warranty?
The warranty does not cover abnormal use, wear and tear, intentional or accidental damage, improper use or maintenance, unauthorized repair or modification, use of non-original parts or accessories, damage caused by natural disasters or force majeure factors, and expired warranty period.
How do I request warranty service?
If you encounter a warranty issue within the warranty period, please contact our online customer service or submit a warranty request via email.
What information should I provide when requesting warranty service?
Please provide proof of purchase (such as order number, invoice, etc.) and describe the problem with the product in detail. If possible, attach photos or videos of the issue.
What happens after I submit a warranty request?
Our customer service staff will review and verify the issue. If it meets the warranty conditions, we will arrange for repair or replacement services.
How will the product be repaired or replaced?
Depending on the specific situation, we will arrange for the product to be repaired or replaced. The repaired or replaced product will continue to enjoy the remaining warranty period.
Who covers the shipping cost for warranty service?
The shipping cost for returning the product to a designated repair point is the customer's responsibility.
What are the limitations of the warranty?
Our sole responsibility under this warranty policy is to repair or replace damaged products. We are not liable for any indirect, special, incidental, or consequential damages arising from the use of the product.
How can I contact customer service for warranty-related inquiries?
You can reach our customer service team through our website's online chat or by sending an email to manager@rofielty.com. We aim to respond to your inquiries within 24 hours.