Shipping policy
Shipping Policy
Last Updated: September 19, 2026
Thank you for shopping with ROOPY.
ROOPY ships orders directly from our fulfillment facilities in China to customers in supported international markets using cross-border delivery services.
This Shipping Policy explains our order-processing times, shipping methods, estimated delivery times, shipping charges, customs handling, tracking, and delivery procedures.
For information about returns, refunds, damaged products, or incorrect orders, please review our Return & Refund Policy.
1. Order Processing
Orders are typically processed and prepared for shipment within 1–3 business days after the order has been successfully placed and payment has been confirmed.
Processing time does not include:
- Weekends
- Public holidays
- International transit time
- Local delivery time
During major holidays, promotional events, new product launches, or periods of unusually high order volume, processing may take slightly longer than usual.
Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information where available.
2. Shipping Origin
ROOPY online orders are fulfilled from our fulfillment facilities in China.
Orders are shipped internationally using cross-border logistics services.
After a parcel reaches the destination country or region, it may be transferred to a local carrier for final-mile delivery.
The final-mile carrier may vary depending on:
- Destination
- Shipping route
- Local logistics availability
- Carrier capacity
- Delivery location
3. Shipping Method
ROOPY primarily uses cross-border air parcel shipping for international orders.
The shipping process generally includes:
- Order processing at our fulfillment facility
- International cross-border transportation
- Customs processing where applicable
- Transfer to a local delivery carrier
- Final-mile delivery to the customer's shipping address
The specific carriers or logistics partners used may vary depending on destination and route availability.
4. Estimated Delivery Times
Estimated transit times begin after your order has been processed and dispatched.
| Destination | Estimated Transit Time |
|---|---|
| United States | 7–10 business days |
| Canada | 8–15 business days |
| United Kingdom | 8–15 business days |
| Australia | 8–15 business days |
| Mexico | 8–15 business days |
| Germany | 8–15 business days |
| France | 8–15 business days |
| Spain | 8–15 business days |
| Italy | 8–15 business days |
| Portugal | 8–15 business days |
These transit estimates do not include the 1–3 business day order-processing period.
For example, an order shipped to the United States will generally require:
1–3 business days for processing + approximately 7–10 business days for international transit and local delivery.
An order shipped to another supported destination will generally require:
1–3 business days for processing + approximately 8–15 business days for international transit and local delivery.
Delivery estimates are provided for reference only and are not guaranteed delivery dates.
5. Possible Shipping Delays
International shipments may occasionally experience delays due to circumstances outside our reasonable control, including:
- Customs procedures
- Flight or transportation delays
- Severe weather
- Public holidays
- High seasonal shipping volumes
- Local carrier delays
- Remote delivery locations
- Incorrect or incomplete shipping information
- Unexpected logistics disruptions
ROOPY will make reasonable efforts to assist customers with tracking and shipping-related inquiries, but we cannot guarantee an exact delivery date.
6. Shipping Fees
ROOPY currently uses the following Standard Shipping structure for supported destinations:
- Orders under $30 USD: $5 USD Standard Shipping
- Orders of $30 USD or more: Free Standard Shipping
Eligibility is calculated based on the applicable order value after discounts and before applicable taxes, unless otherwise stated during a specific promotion.
The final shipping charge will be displayed at checkout before payment is completed.
7. Free Shipping
ROOPY currently offers:
Free Standard Shipping on eligible orders of $30 USD or more.
Orders under $30 USD are normally charged:
$5 USD Standard Shipping.
Temporary promotional shipping offers may occasionally be available.
If a specific limited-time shipping promotion is displayed during checkout, the eligible shipping rate shown at checkout will apply to that order.
Shipping offers cannot generally be applied retroactively to orders already completed.
8. Shipping Destinations
ROOPY currently ships to the following destinations:
- United States
- Canada
- United Kingdom
- Australia
- Mexico
- Germany
- France
- Spain
- Italy
- Portugal
Available shipping methods are determined by the delivery address entered during checkout.
If an address or destination is not currently supported, a shipping option may not be available and the order may not be able to proceed to completion.
ROOPY does not currently guarantee delivery to countries or regions that are not listed above.
9. Customs, Duties & Taxes
ROOPY currently ships supported international orders using DDP (Delivered Duty Paid) cross-border shipping arrangements.
Under this shipping arrangement, applicable import duties and taxes associated with the shipment are handled through ROOPY's logistics process.
Customers should therefore not normally be required to pay additional import duties or customs charges when the parcel is delivered.
If a carrier, customs authority, or other delivery party unexpectedly requests an additional customs or import payment for a supported ROOPY order, please contact ROOPY Customer Care before making payment so that we can review the shipment.
Contact:
Customers remain responsible for any charges resulting solely from:
- Incorrect customer-provided information
- Failure to comply with local delivery requirements
- Customer-requested changes
- Circumstances specifically required by applicable law
Customs processing times may vary and can occasionally affect delivery estimates.
10. Order Tracking
Once your order has been dispatched, you will normally receive a shipping confirmation email containing a tracking number or tracking link where available.
Please allow some time after dispatch for tracking information to become active.
International tracking may temporarily stop updating while a parcel:
- Moves between logistics facilities
- Travels between countries
- Undergoes customs processing
- Transfers between international and local carriers
A temporary tracking gap does not necessarily mean the package has stopped moving.
You can also review our Order Tracking information for additional guidance.
11. Incorrect or Incomplete Shipping Address
Customers are responsible for providing accurate and complete shipping information when placing an order.
Please carefully review:
- Full name
- Street address
- Apartment or unit number
- City
- State / Province / Region
- Postal or ZIP code
- Country
- Telephone number
If you notice an error after placing your order, contact us as soon as possible at:
We will make reasonable efforts to update the address before fulfillment or dispatch.
However, address changes cannot be guaranteed once an order has entered processing or has already been shipped.
ROOPY is not responsible for delivery failures caused solely by incorrect, incomplete, or outdated shipping information provided by the customer, except where otherwise required by applicable law.
12. Failed Delivery or Returned Packages
A package may be returned, held, or otherwise handled by the carrier if delivery cannot be completed because of:
- An incorrect or incomplete address
- Repeated unsuccessful delivery attempts
- Refusal of delivery
- Failure to collect a package
- Other circumstances attributable to the recipient
If this occurs, contact:
We will review the shipment and available options.
Additional shipping charges may apply if reshipment is requested because of an address error or delivery failure attributable to the customer.
13. Lost Packages
If your tracking information indicates that a package has been delivered but you cannot locate it, please first check:
- Around the delivery location
- With household members
- With neighbors where appropriate
- Your building reception, front desk, or mailroom
- With the local delivery carrier
If you still cannot locate the package, please contact ROOPY Customer Care and include your order number and tracking information.
We will review the available tracking and delivery information and assist where reasonably possible.
14. Damaged, Leaking, Incorrect, or Missing Items
If your package arrives damaged or contains:
- A damaged product
- A defective product
- A leaking product
- An incorrect item
- A missing item
please contact us within the timeframe stated in our Return & Refund Policy.
Please include:
- Your order number
- A description of the issue
- Clear photos or videos of the affected product
- Photos of the shipping packaging or shipping label where relevant
Please retain the product and packaging until your claim has been reviewed.
For complete terms, review our Return & Refund Policy.
15. Business Days & Holidays
ROOPY generally processes orders on business days:
Monday through Friday
excluding applicable public holidays.
Orders placed during weekends or public holidays will normally begin processing on the next applicable business day.
Public holidays in China, destination countries, or carrier networks may affect processing or delivery times.
16. Shipping Promotions
ROOPY may occasionally offer temporary shipping promotions during:
- Holiday campaigns
- Seasonal promotions
- New product launches
- Special sales events
- Other limited promotional periods
Promotional shipping terms may include specific:
- Minimum order values
- Eligible destinations
- Products
- Dates
- Discount requirements
Where a specific shipping promotion applies, the eligibility and final shipping charge displayed during checkout will govern that order.
17. Related Policies & Information
For more information, please review:
- Return & Refund Policy
- Terms of Service
- Privacy Policy
- Frequently Asked Questions
- Order Tracking
- Contact Us
18. Contact Us
If you have questions regarding shipping, delivery, customs, or tracking, please contact:
ROOPY AROMA LIMITED
Trade Name: ROOPY
Email: support@roopygroup.com
Telephone: +852 9829 7925
Registered Business Address:
Unit B, 10/F, CKK Commercial Centre
Nos. 289–295 Hennessy Road
Wan Chai, Hong Kong
Business Registration No.: 67631670-000-04-26-A
Please note that this registered business address is not a return address.
For product returns, please follow the instructions in our Return & Refund Policy and obtain return authorization before sending any product.
ROOPY may update this Shipping Policy from time to time to reflect changes in shipping services, logistics arrangements, supported destinations, fees, or applicable legal requirements.