1. How can I cancel my order?
When you change your mind about your order, you are able to cancel your order within 12 hours of placing the order. Please Open Ticket, select Cancel order -> Submit.
Note:
1. After 12 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot cancel or modify it. Ticket processing time is 24 hours.
2. Issue refund for cancellation may take 2-5 business days to post to your payment account and it will be applied back to the original payment method used.
2. How can I modify my order?
You have 12 hours since placing your order to modify your order. If you contact us after 12 hours of order submission, your order will be locked for processing so we can not modify it. Please Open Ticket, select Modify order -> Submit.
Note:
1. After 12 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot modify it. Ticket processing time is 24 hours.
3. How can I change my shipping address?
You can change the shipping address of your order within 12 hours after placing the order.
Request Change Shipping Address -> Submit via Ticket Support, write down the correct shipping address in the message.
Note:
1. After 12 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot modify it. Ticket processing time is 24 hours.
4. How do I track my order?
Once your package is shipped, you will receive a shipping confirmation email with a package tracking link, so you can track your package in real time. However, Please allow 3-5 days for the carrier to scan your package into their system.
Of course, you can also use the order number or email to track your package on our tracking page directly. Please Click Here
5. Shipping time frame.
The time frame of an order delivery is divided into two parts:
- Processing time: Customized products need to be produced separately. The production cycle is about 2-3 working days.
- Shipping time: After we ship, the order will take 1-2 weeks to arrive. Delivery details will be provided in your confirmation email.
We will do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on where you are.
For more detailed information, please check our Shipping Information page.
6. My order arrived defective/damaged/broken.
We want to sort out the issue with incorrect items straight away. You can request a replacement or a refund.
Please report the issue via Support Ticket, select Received damaged product. -> Fill in your message -> Sumbit.
Note: You need to contact us within 10 days of receiving your order and remember don’t return any broken item back.
7. I received the wrong/someone else's order.
We want to sort out the issue with incorrect items straight away. You can request a replacement or a refund.
Please report the issue via Support Ticket, select Received the wrong product. -> Fill in your message -> Sumbit.
Note: You need to contact us within 10 days of receiving your order and remember don’t return any broken item back.
8. Can I return my package?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help.
Please report the issue via Support Ticket, select Return your package. -> Fill in your message -> Sumbit.
Note:
For customized products, if there is no quality issue, we do not accept return, please understand.
For non-custom products, Rarton does not reimburse the return shipping charges unless the return is due to a defect in quality.
