Shipping policy
Shipping Policy
Stone Roam
Website: stoneroam.com
Support email: contact@stoneroam.com
Markets served: United States and Canada
Currency: USD and CAD
1. Shipping origin
Stone Roam products are shipped directly from China through third-party fulfillment suppliers.
Because fulfillment is performed through third-party suppliers, the origin of shipment may be reflected in carrier tracking information.
2. Order processing
Orders are processed within 1 to 5 business days after the order is successfully placed and payment is authorized.
Processing time is separate from transportation time.
3. Delivery time
The estimated delivery period is:
7 to 12 business days after shipment.
The delivery period begins after the order has been processed and shipped.
Delivery estimates are not guaranteed delivery dates because transportation may be affected by carrier operations, customs procedures, weather, holidays, or other circumstances outside Stone Roam's direct control.
4. Split shipments
Orders containing multiple products may be fulfilled from different locations or fulfillment batches.
As a result, products from the same order may arrive in separate packages and at different times.
Customers may therefore receive multiple tracking numbers for a single order.
5. Tracking
Where tracking information is available, it may be provided to the customer after the order has been shipped.
Tracking information is provided by the applicable carrier or fulfillment service and may take some time to become active after shipment.
6. Customs and import charges
Because products are shipped from China, shipments to the United States or Canada may be subject to customs procedures, import duties, taxes, brokerage charges, or other fees imposed by the destination country or applicable authorities.
All customs duties, import taxes, brokerage fees, and other import-related charges are the responsibility of the customer, unless applicable law requires otherwise.
Stone Roam does not control customs decisions, customs clearance times, or charges imposed by government authorities or carriers.
7. Delivery issues
If an order has not arrived within the applicable estimated delivery period, the customer should contact:
Stone Roam may review the order, shipment information, and available tracking information to determine the appropriate resolution.
Where applicable law provides mandatory rights concerning delayed or undelivered merchandise, those rights remain unaffected.
8. Incorrect shipping information
Customers are responsible for providing accurate shipping information at checkout.
If an incorrect or incomplete address is provided, delivery may be delayed or unsuccessful.
Customers should contact Stone Roam as soon as possible after discovering an address error.
9. Delivery confirmation
Carrier tracking information may indicate when a package has been delivered.
Where a package is shown as delivered but the customer cannot locate it, Stone Roam may request that the customer verify the delivery address, check with household members or building management where applicable, and contact the carrier.
Stone Roam may also review the shipment information before determining the appropriate resolution.
10. Shipping policy and statutory rights
This Shipping Policy does not limit consumer protections or mandatory rights available under applicable United States or Canadian law.
11. Contact
Stone Roam
Website: stoneroam.com
Email: contact@stoneroam.com