FAQs

How can I contact customer service?

If you have any questions about our products or your order, you can contact our customer service team via email, chat with us online, contact us via FB!

For more information, please see our Contact page.

Shipping

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Where do you ship from?

We have warehouses in both the United States and Europe, and we usually ship from the local warehouse first. The exact shipping location depends on stock availability and delivery time. Additionally, if your order includes multiple items that come from different warehouses, they may be shipped separately.

What countries or regions do you ship to, and what is the shipping fee?

We offer worldwide shipping. If the orders over 65 USD, the shipping fee is free. To learn more about the available countries, shipping methods, and shipping fees, please see our Shipping Policy

What shipping carriers do you use?

The shipping carrier is assigned by our logistics operator based on the destination country. They will choose the most suitable local delivery service, such as DHL, USPS, or UPS, depending on the local conditions. The final tracking number will be generated once the package is handed over to the selected carrier.

How long will it take for my order to arrive?

Once we receive your order, we usually process and ship it within 1–2 business days. Depending on the destination, shipping typically takes about 2–7 days, so in most cases, you can expect to receive your items within 3–10 days.
Actual delivery times may vary due to location, shipping method, or holidays. Thank you for your understanding.

Order

Will I receive an order notification?

The system will automatically send an email to your email address when:
1. the order is successfully submitted;
2. the item is shipped;
3. the customer confirms receipt of the item;
4. and when the order is refunded. If you do not receive the relevant email, please check if your email address is filled in correctly, check the spam filter, or contact us.

How do I cancel or change my order?

If you wish to change or cancel your order, please contact us within 24 hours of placing your order via email: service@rokronline.com. We will process it ASAP after we receive your message. Please note that orders that have already been shipped cannot be changed or canceled.

How long will it take to get my order?

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

When can I receive my order(s)?

The order Processing Time will be 1 - 2 business days after we receive your orders. The estimated arrival time of your orders is Processing Time + Shipping Time.

How to track my order or shipping information?

To track your order, please follow: Support - Track Your Order - Enter your tracking number - Click "track". You can also check by clicking on the following link and entering your tracking number at Order Tracking page.

Returns & Refunds

Can I return my product?

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. Just email us directly and we’ll take you through the process.

How can I return my item(s)?

We offer a 30-days risk-free return policy on our website. Please notice that returns must be in original packaging and condition with receipt. If the returned item is not in the acceptable condition it will be refused acceptance.
If the reason for the return is that you do not like/do not want it, the return postage will be borne by the buyer. Please do not return the package directly, and contact us for the return address.
We do our best to ensure all orders are perfect. We apologize if part of your order is damaged, or if you receive the wrong item! In these cases, do not throw away the packaging. Please contact us immediately at shop@rokronline.com. We will deal with it immediately without a doubt.

To learn more about our return policy, please click here.

Product

Can I get my product personalized?

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Where are ROKR models made?

All ROKR model kits are made in Shuyang, China, at ROKR's own factory. The factory covers 25,000 square meters and is equipped with over 780 production machines and more than 800 skilled technicians.

What are ROKR puzzles made of?

We use high-quality plywood certified by FSC, which is eco-friendly and durable. All puzzle parts are precisely laser-cut with a tolerance within 0.05 mm, so you can assemble them smoothly without needing glue.

Does ROKR give extra pieces?

Yes, ROKR kits usually include a small number of extra spare pieces. If you need additional parts, please visit our Part Replacement Page for help.

Payment

What payment methods are available?

We currently support payment by credit/debit card, Afterpay, PayPal, Apple Pay, Google Pay and Klarna. For more information, please check out our Payment Method.

What currency can I pay in?

The currency shown on the page is US dollars. If the currency used in your area is not USD, please don't worry. The system will automatically convert the currency based on the exchange rate when you settle the payment.

Account & Points

What should I do if I do not receive an email with a discount code after I create my account?

If you did not receive an email with the subject "New Customer Welcome", please check that your email address is filled in correctly and check your spam filter, or contact us via email: service@rokronline.com.

How do I earn points?

You can earn VIP points for any purchase at rokronline.com, $1 = 1 point. You can also earn points by following us on Instagram and Facebook, completing your account information, and sharing our page.

How can I view my points?

You can log in your account to check the remaining points, where you got the points from, and your points usage history.

What are the points used for?

You can redeem your points for the following rewards:

$1.00 Off Coupon – 20 Points
Apply to any product.
5% Off Coupon – 50 Points
Apply to all items, no minimum purchase required.
10% Off Coupon – 100 Points
Get 10% off orders over $50.00.
15% Off Coupon – 150 Points
Get 15% off orders over $100.00.
20% Off Coupon – 200 Points
Get 20% off orders over $150.00.
Free Shipping Coupon – 100 Points
Redeem for a free shipping voucher.
Free Gift: Rowood Red Carnation Model – 350 Points
Redeem for a DIY wooden flower kit.

Accessories / Tools

What kind of wax for ROKR?

The wax block is used to lubricate gears and other moving parts to help them run more smoothly. If you don't have wax, you can use regular candles instead. Some experienced builders in the community also recommend: Beeswax, Petroleum jelly (Vaseline), Wood lubricants, Specialty lubricant sticks designed for models.

What can I use if I don't have wax?

If you don't have wax, you can use regular candles instead. Some experienced builders in the community also recommend: Beeswax, Petroleum jelly (Vaseline), Wood lubricants, Specialty lubricant sticks designed for models.

Can I use vaseline as wax?

Yes, vaseline is a great choice. Just use a small amount and apply it carefully to avoid excess residue, which might attract dust.

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