FAQs
1.PRIVACY STATEMENT
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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at sales@rtopr.com.
SECTION 3 - DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
2.FREE SHIPPING ITEMS
Customers have enjoy our Worldwide Free Shipping, we will provide you with our Proof of Shipping and STANDARD SHIPPING (With Tracking) . so that you will be able to track your order at all times, until it arrives your doorstep. About the risk of the product not arriving your doorstep is still there, If after 60 days, you still haven't received your order, we will escalate the matter to our tier 2 support team and refund your money, no questions asked.
(Currently please bear in mind that due to Logistics is affected by the COVID-19, there will be a certain delay in global logistics time. Sincerely sorry for the convenience caused,And Sending hopes of health and safety to you all.)
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 45 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from https://rtopr.com/ will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. RtopR reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team :Rogers@rtopr.com to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
To check the status of your order, please log-in to your RtopR account or contact our Customer Support team:sales@rtopr.com
3.FAST SHIPPING ITEMS
CUSTOMERS HAVE ENJOY OUR WORLDWIDE FREE SHIPPING, WE WILL PROVIDE YOU WITH OUR PROOF OF SHIPPING AND STANDARD SHIPPING (WITH TRACKING) . SO THAT YOU WILL BE ABLE TO TRACK YOUR ORDER AT ALL TIMES, UNTIL IT ARRIVES YOUR DOORSTEP.
ABOUT THE RISK OF THE PRODUCT NOT ARRIVING YOUR DOORSTEP IS STILL THERE, IF AFTER 60 DAYS, YOU STILL HAVEN'T RECEIVED YOUR ORDER, WE WILL ESCALATE THE MATTER TO OUR TIER 2 SUPPORT TEAM AND REFUND YOUR MONEY, NO QUESTIONS ASKED.
(CURRENTLY PLEASE BEAR IN MIND THAT DUE TO LOGISTICS IS AFFECTED BY THE COVID-19, THERE WILL BE A CERTAIN DELAY IN GLOBAL LOGISTICS TIME. SINCERELY SORRY FOR THE CONVENIENCE CAUSED,AND SENDING HOPES OF HEALTH AND SAFETY TO YOU ALL.)
SHIPPING METHODS & DELIVERY TIME
SHIPPING METHOD : STANDARD SHIPPING (WITH TRACKING)
COST : WORLDWIDE FREE SHIPPING
DELIVERY TIME : 2-5 WEEKS
COURIER : CHINA POST
ORDERS WILL BE PROCESSED WITHIN 3 DAYS OF ORDERING AND BE SHIPPED THE NEXT DAY AFTER THE PROCESSING DAY.
*PLEASE NOTE THAT THESE ARE ESTIMATED DELIVERY TIMES ONLY, THEREFORE RtopR IS NOT GUARANTEEING DELIVERY DATES.
PLEASE ENSURE ALL DELIVERY INFORMATION IS CORRECT. IF THERE IS INCORRECT AND/OR MISSING INFORMATION, WE MAY BE REQUIRED TO CONTACT YOU TO UPDATE THE DELIVERY INFORMATION, WHICH MAY CAUSE DELAYS IN DELIVERING YOUR ORDER. DELAYS MAY ALSO OCCUR AS A RESULT OF CUSTOMS CLEARANCE.
YOUR LzCAL CUSTOMS OFFICE MAY REQUIRE ADDITIONAL DOCUMENTS AND TIME TO CLEAR YOUR PACKAGE, WHICH MAY DELAY THE ESTIMATED DELIVERY TIME.
YOUR ORDER MAY BE DELIVERED TO YOU BY EITHER THE LOCAL POST OFFICE OR A LOCAL COURIER. DEPENDING ON YOUR AREA, MOST ORDERS WILL BE DELIVERED BY YOUR LOCAL POST SERVICE, SO THE PACKAGE WILL BE RECEIVED WITH YOUR REGULAR MAIL. IF YOU ARE NOT HOME WHEN THE DELIVERY IS MADE, A NOTICE CARD MAY BE LEFT BY THE POSTAL SERVICE TO ADVISE ON HOW AND WHERE YOUR DELIVERY CAN BE COLLECTED.
THERE WILL BE NO RESHIPPING ARRANGEMENT MADE IN CASE PARCELS ARE RETURNED FOR WRONG ADDRESSES, INCOMPLETE ADDRESSES AND RETURNED DUE TO UNAVAILABILITY
INTERNATIONAL SHIPPING RESTRICTION
CURRENTLY WE DO NOT SHIP TO THE FOLLOWING COUNTRIES:
- FAROE ISLANDS
- CAYMAN ISLANDS
- US VIRGIN ISLANDS
- NORTHERN MARIANA ISLANDS
- BRITISH VIRGIN ISLANDS
- TURKS AND CAICOS ISLANDS
- SOLOMON ISLANDS
- FALKLAND ISLANDS
- MARSHALL ISLANDS
- REUNION
- BOUVET ISLANDS
- CHRISTMAS ISLANDS
- COCOS (KEELING) ISLANDS
- COOK ISLANDS
- HEARD ISLAND AND MCDONALD ISLANDS
- NORFOLK ISLAND
- SINT MAARTEN
- SOUTH GEORGIA AND THE SOUTH SANDWICH ISLANDS
- UNITED ARAB EMIRATES
- ISRAEL
- IRAQ
- CANARY ISLANDS
- SAUDI ARABIA
- SOUTH AFRICA
ORDER TRACKING
A SHIPPING CONFIRMATION IS EMAILED TO YOU AS SOON AS YOUR PURCHASE HAS BEEN SHIPPED, WHICH WILL ALLOW YOU TO TRACK THE STATUS OF YOUR SHIPMENT.
FOR CUSTOMERS WHO SELECT ECONOMY SHIPPING, TO TRACK THE ORDER, YOU CAN VISIT TRACKINGMORE OR DIRECTLY AT THE COURIER'S WEBSITE:
- EPACKET
- SFEXPRESS
- HONGKONG POST
- CHINA POST
TAXES & DUTIES
IMPORT TAXES, DUTIES AND RELATED CUSTOMS FEES MAY BE CHARGED ONCE THE PARCEL ARRIVES AT THE DESTINATION COUNTRY. THESE CHARGES ARE DETERMINED BY THE CUSTOMS OFFICE OF THE SPECIFIC DESTINATION.
PAYMENT OF THESE CHARGES AND TAXES IS THE RESPONSIBILITY OF THE RECIPIENT AND WILL NOT BE COVERED BY US HERE AT RtopR. FOR FURTHER DETAILS OF CHARGES, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE.
CUSTOMS & REGULATIONS
YOU ARE RESPONSIBLE FOR CHECKING YOUR LOCAL POSTAL REGULATIONS FOR RESTRICTED ITEMS, AS WE CANNOT BE HELD LIABLE FOR ANY ITEMS THAT ARE NOT ACCEPTED INTO THE SPECIFIC COUNTRY.
FOREIGN TRANSACTION FEES
IF YOU CREDIT CARD ACCOUNT IS IN A CURRENCY OTHER THAN US DOLLARS, YOU MAY BE CHARGED AT A DIFFERENT EXCHANGE RATE THAN WHAT IS QUOTED ON OUR WEBSITE. YOU MAY ALSO BE SUBJECT TO A FOREIGN CURRENCY TRANSACTION FEE. THESE FEES ARE DETERMINED BY YOUR BANK'S PRICING AND TRANSACTION FEE POLICIES. WE ARE NOT RESPONSIBLE FOR THE EXCHANGE RATE OF ANY CHARGES YOUR BANK OR ISSUING CREDIT CARD COMPANY MAY CHARGE YOU. FOR FURTHER DETAILS OF FOREIGN TRANSACTION FEES, PLEASE CONTACT YOUR BANK.
OUR STORE PRICES ARE SHOWN IN YOUR LOCAL CURRENCY, BUT IN USD WHEN YOU CHECKOUT. ALL TRANSACTIONS WILL BE HANDLED IN USD THROUGH PAYPAL OR STRIPE AT THE CHECKOUT PAGE.